In an increasingly fast-paced world, quick and efficient communication has become a priority. To achieve this speed, chatbots have altered the relationship between companies and their customers.
This form of interaction caters to a cultural shift where phone calls for customer communication are nearly obsolete, replaced by messaging apps.
According to a Nielsen study, people spend 85% of their time using an average of 27 apps per month. This illustrates how interactions are shifting towards digital mechanisms.
In this context, chatbots can assist by interacting rapidly and contributing to customer retention and cost reduction. However, the positive outcomes will depend on a well-defined strategy, both technically and in the configuration of language used in conversations.
Interested in understanding the advantages of a chatbot for your business? Keep reading to explore the content we’ve compiled:
- What are chatbots?
- How can they be utilized?
- Advantages of this technology
- How to create a chatbot
What are chatbots?
“Chat” refers to conversation, and “bot” to robot. Therefore, a chatbot is a robot capable of interacting with people.
These are software programs that engage in conversations within messaging platforms and applications such as WhatsApp and Messenger, for example.
This feature can be developed using rules or artificial intelligence, enabling effective conversations in both types of mechanisms. Here’s how they work:
- Rule-based: Commands are pre-selected with defined navigation flows. As a result, they are more limited, as if the user types information not in the flow, the bot won’t know what action to take.
- Artificial Intelligence (AI): With AI, chatbots can have a broader scope. Here, they can comprehend various types of human language phrases, with the ability to learn more with each interaction.
How they can be utilized
Chatbots can be employed for various purposes such as:
- Customer service and support
- Processing large volumes of requests quickly
- Automatically issuing documents, such as payment invoices
- In sales and marketing strategies
- In billing systems
Advantages of chatbots
- Immediacy: They offer the ideal availability to ensure quick and immediate responses.
- Personalization: They align all interactions with the brand’s tone and voice, maintaining closeness with the user.
- Cost reduction: This feature automates tasks, reducing costs both through efficiency and the ability to handle a large number of tasks.
How to create chatbots
Before creating a chatbot, it’s essential to analyze what your company needs, as well as which processes can be simplified by a bot and which ones are the most repetitive.
Once the objective is defined, the next step is choosing the channel for interaction. It’s important that it’s something familiar to your audience.
Technical aspects need to be addressed with a developer, but the key point for the success of a chatbot is the experience it provides.
Therefore, it’s necessary to decide whether it will be with or without AI, study message flows with clear, objective, and complete interactions. Thus, it’s important to take into account the user journey, how they interact, and what they’re seeking.
This is a task for a multidisciplinary team, however, creating a flow is much more successful when UX Writers, experts in chatbot creation, are involved in the project. This is because they can develop an ideal language for the technology, for the user, as well as for the business.
Liked it? Want to create your chatbot too? Then, contact Ubistart and receive a proposal for a personalized solution, created by a team dedicated to delivering the best experience for your customers.
