Visual Bot Builder for Digital Marketing in Mpumalanga South Africa

Published Nov 03, 21
12 min read

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What Are Chatbots For And How Do Companies Use Them?

But with Replika bot it is all about chatting. And, believe it or not, forming a (romantic) relationship with AI. While this may sound a little bit dystopian and scary, millions of users believe it works. They chat with Replika for fun, to blow off steam, or to find a reliable companion.

They are bound to stay with us and will grow in popularity with the increasing adoption of messaging apps and new digital communication channels. You should get used to them as more and more companies are choosing chatbots for marketing purposes and to automate customer service. While—at least in theory—nothing can replace interaction with another human being, chatbots are all too convenient.

What Is A Chatbot And Why Is It Important

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A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions. Chatbot virtual assistants are increasingly being used to handle simple, look-up tasks in both business-to-consumer (B2C) and business-to-business (B2B) environments. The addition of chatbot assistants not only reduces overhead costs by making better use of support staff time, it also allows companies to provide a level of customer service during hours when live agents aren't available.

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A stateless chatbot approaches each conversation as if it was interacting with a new user. In contrast, a stateful chatbot can review past interactions and frame new responses in context. Adding a chatbot to a company's service or sales department requires low or no coding. Today, a number of chatbot service providers allow developers to build conversational user interfaces for third-party business applications.

If the user interacts with the bot through voice, for example, then the chatbot requires a speech recognition engine. Business owners also must decide whether they want structured or unstructured conversations. Chatbots built for structured conversations are highly scripted, which simplifies programming but restricts the kinds of things that the users can ask.

What Is Chatbot? Why Are Chatbots Important

In sales, a chatbot may be a quick way for sales reps to get phone numbers. Chatbots can also be used in service departments, assisting service agents in answering repetitive requests. For example, a service rep might provide the chatbot with an order number and ask when the order was shipped.

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Chatbots such as ELIZA and PARRY were early attempts at creating programs that could at least temporarily fool a real human being into thinking they were having a conversation with another person. PARRY's effectiveness was benchmarked in the early 1970s using a version of a Turing test; testers only made the correct identification of a human versus a chatbot at a level consistent with making a random guess.

What Is Chat Box

These bots interact with users through a set of predefined questions that progress until the chatbot has answered the user's question. Similar to this chatbot is the menu-based chatbot that requires users to make selections from a predefined list, or menu, to provide the bot with a deeper understanding of what the customer is looking for.

Customizable key words and AI are combined in this bot to provide an appropriate response to users. Unfortunately, these chatbots struggle when faced with repetitive keyword use or redundant questions. These chatbots combine elements of menu-based and keyword recognition-based bots. Users can choose to have their questions answered directly, but can also access the chatbot's menu to make selections if the keyword recognition process produces ineffective results.

What Is Chat Box

They use ML and AI to remember conversations and interactions with users, and then use these memories to grow and improve over time. Instead of relying on keywords, these bots use what customers ask for and how they ask it to provide answers and self-improve. This type of chatbot is the future of chatbot technology.

They can be created using text-to-speech (TTS) and voice recognition application program interfaces (APIs). Current examples include Amazon Alexa and Apple's Siri. Examples of chatbot uses Chatbot use is on the rise, both in the business and consumer markets. As chatbots improve, consumers have less to quarrel about while interacting with them.

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Chatbots have been used in instant messaging applications and online interactive games for many years, but have recently segued into B2C and B2B sales and services. Chatbots can be added to a buddy list or provide a single game player with an entity to interact with while awaiting other "live" players.

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In sales, chatbots are being used to assist consumers shopping online, either by answering noncomplex product questions or providing helpful information that the consumer could later search for, including shipping price and availability. Chatbots are also used in service departments, assisting service agents in answering repetitive requests. Once a conversation gets too complex for a chatbot, it will be transferred to a human service agent.

Let’s dive in. 1. Use a Chatbot to Automate Content Promotion, Email has dominated the web as the best marketing channel for decades now, and people have gotten too used to it. The average open rate of an email is around 24%, and the click-through rate is probably between 2-4%.

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Josh says that he has been able to grow that list to more than 30,000 people in the last 4 months. With 88% open rates that’s 19,200 more people that see his content every week compared to regular email marketing. That’s powerful. 2. Use a Chatbot to Replace Web Optimization Tools, Besides email, the most popular tools for a micro-influencer that have to do with their web presence are web optimization tools.

You can easily create those using Facebook messenger tools like Many, Chat and connect them to your Facebook page. The benefit to that is getting 20k more people reading your content just like Josh did. Another great example is putting this in a popup:Many, Chat is the only company that I have found that offers all of these tools with the Facebook Messenger integration.

3. Use a Chatbot to Connect to New Audiences, Want more? Sure, here is another great tip. Instead of thinking of chatbots for your own company think of the huge market of people looking for cool bots to use. You can easily partner up with existing bots to get your business out there and get more customers.

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They are not just a regular bot, they are about to develop some new features that allow users to make reservations, order food, and write reviews of the restaurant straight from chat. So if you are a restaurant you should definitely think of partnering up with a bot like Belly, Hungry.

Have you ever placed an online order through the Starbucks app? Did you notice that an AI-powered chatbot takes your order? You can speak to it or type in your message. In such a case, the AI chatbot platform will help you when your order is expected to be ready and the total cost.

It can tell you all about their ongoing deals too. Smart companies are integrating intelligent and interactive chatbots into their inbound marketing strategies. The artificial intelligence of interactive chatbots is revolutionizing the customer service experience. But how? These platforms are more advanced than live chat software solutions. They can engage with your customers without the need for a support agent.

What Are The Benefits Of Chatbot For Your Business

Chatbots — automated conversation systems — have become increasingly sophisticated. Should you design and deploy one that can interact with your customers? If you’re an executive making that decision right now, you may feel caught between A.I. hype on the one hand, and the fear that machines might not treat your customers right on the other.

The most powerful chatbots — and the ones that can actually make an impact on customers’ experience and company bottom lines — are virtual agents. These are chatbots powered by an artificial intelligence that can understand and answer a wide variety of customer questions. Virtual agents must scan the customer’s request, combine that with whatever other information is available to them (such as their past purchases, account settings, or geographic location), and then identify the customer’s intent: what she’s trying to accomplish.

Why Chatbots Are A Must-have For Businesses

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Just as Web automation in the 90s and mobile apps in the 2010s improved customer convenience, properly designed virtual agents can improve customer satisfaction. For example, at the U.S. satellite television operator Dish Network, customers already rate their satisfaction after chats with a virtual agent on par with responses from human agents, and those scores are improving as the virtual agent handles more questions more effectively.

When considering implementation of a virtual agent, business leaders should consider what kind of companies are best served by chatbots, how to integrate them into their existing customer service system, and which distribution channels are most fruitful. Virtual agents are most effective in customer service applications in service-heavy industries like financial services, retail, travel, and telecom.

Why Are Chatbots Important

Deployments are most likely to pay off in companies fielding thousands of customer chats or calls via contact centers with hundreds of agents. There are two reasons for this. First, transcripts from those contact centers generate the masses of data needed to train the A.I. that powers the virtual agent.

If virtual agents can power customer service, can they also do sales? Despite the hype flowing around about “conversational commerce,” at this point, customer service applications are far more likely to be successful than sales applications. Only 2% of owners of Alexa-powered Amazon smart speakers have ever bought anything with their devices.

Benefits Of Using Chatbots In Your Business

We’ve seen sales applications flop; one large retailer had to scrap a virtual agent deployment because the decision process for what to do with the customer turned out to be too complex to automate effectively. Conversational platforms get all the press these days. Facebook and its Messenger application are ubiquitous, and Amazon announced that it had sold more than 100 million Alexa devices by the end of 2018.

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But typically, the harder problem — and the one with the broadest impact on your business and on customer experience — is serving the customers who you already have a relationship with. Serving those customers works far better right now in an environment where you have complete control, as Bank of America did.

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Virtual agents are hampered in recognizing a customer’s intent if they aren’t wired into the systems of record that hold your customer information. At one hotel chain we worked with, it took a decision at the highest executive levels to persuade the IT folks to open up their systems to virtual agent interfaces.

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Start with small pilot projects where you can demonstrate success. Dish Network, for example, first piloted virtual agents specifically to help with the flood of orders for pay-per-view fights. Once the system had proven itself in that context, the company began to expand it to the broader set of customer service questions.

Why Chatbots Are The Future Of Marketing



The number of intents they can recognize will expand as your company identifies which questions are still getting handed off to human agents. A virtual agent system will keep getting better — especially if you’ve set it up in the right application, with the right objectives, and in the right channels to maximize success.

Even so, we think this sort of conversational interface to companies is destined to displace the current app and Web interfaces over the long term, simply because it’s faster and in many cases, better for the customer.

Why Are Chatbots Important

The online experiences businesses are providing no longer match the way people prefer to buy. In the on-demand, real-time world we live in, where everything seems to be just one click away, consumers expect to be able to find the information they’re looking for quickly and easily. When they can’t, they get frustrated, and could end up turning to competitors who are providing the type of online experience they’re looking for.

Did you know that interactive chatbots are, essentially, intelligent programs that are capable of having conversations with humans? They can help you steer your online prospects through the sales funnel with ease, right from initial discussions to final conversions. Give your customers the option of chatting with a customer service representative if your chatbot isn’t able to resolve their queries.

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And AI chatbots are smarter versions of these chatbots. They use machine learning and natural language processing to understand human intent better. AI chatbots provide more natural communication with humans. What’s more, you ask? AI chatbots are trainable and, over time, learn and improve communication with your target audience. How does this work? For every interaction they have with the audience, they become smarter.

Designing the conversational flow with these factors in mind gives your chatbot a human outlook. What’s more? Chatbot interactions are either structured or unstructured: are more about how information logically flows. include freestyle plain text like that used while chatting with friends and family. The former can consist of choices, menus, or forms.

How? Determine the tone and personality of the chatbot based on your business. Focus on ensuring consistency with your brand voice. Include a human element to hold comfortable and fluent conversations. Your scripting data should reflect your target audience. The success of the conversation design will depend on the context and user intent.

These are words or expressions that determine response and the conversation structure. Are you a coder? The choice of the platform to build your bot will depend on whether you can code or not. There are both types of platforms available, the ones that require coding knowledge and the ones that do not.

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One more thing: Continuously test the chatbot to ensure that it fits the purpose and helps you achieve your goals. How Can You Choose the Best AI Chatbot for Your Needs? Not all AI chatbots will meet your specific requirements while saving you on cost and labor. So, what should you look for when choosing the right AI chatbot for your business? Learning: It should absorb knowledge from the organization without requiring manual teaching.

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