Chat bot is? Definition,

Benefits and How it Works

Definition of Chatbot

What is a chatbot? Chatbot is an AI (artificial intelligence) program that can imitate human conversation and is in the form of voice or text messages via websites, messaging applications, or mobile applications.

Its ability allows for conversations using natural language and is easy to understand. So the use of this chatbot provides a user experience so that it is made as if they are talking to the CS admin or humans in general.

So businesses can start conversations and manage customer complaints faster. Bots can be a means of providing customer support.

Benefits of Chatbot

It can be said that the presence of a chatbot is something important in a business. Not only that, the benefits it has are also many in the business sector and here are some of them.

1. Available 24 Hours

The first benefit is that it is available 24 hours without knowing the time. So when a customer asks or contacts you, it can be done at any time.

2. Save Time

Its availability at all times means that customers do not need a lot of time to get a response.

3. Improve Customer Experience

A fast and accurate response gives customers a good experience and this can increase customer satisfaction with the service.

4. Increase Sales

Efficiency in serving customers certainly has an impact on increasing sales. Of course, the more comfortable customers feel shopping, the more their loyalty will increase.

5. Save Costs

The benefits of chatbots for business people are sure to be able to reduce expenses when using this feature and do not need to recruit many people for customer service to serve customers.

How Chatbots Work

The way chatbots work themselves can be adjusted to business needs. For example, you can set the bot to provide answers to customer questions via text or voice messages.

This technology has 3 types of operational systems to reply to customer messages.

1. Pattern Matching

This type works by scanning keywords that users will later enter and then responding to them by providing the most appropriate answer to the selected keywords (can be the most similar word pattern)

However, if there are questions outside the keyword pattern, Bots generally will not be able to provide the appropriate answer.

2. Decision Tree-Based

This system is generally found in Bots that provide a choice of questions at the beginning of the conversation. Later you can only choose the questions that have been provided. When there are no appropriate keywords, you will be directed to contact the call center.

3. Contextual

This method uses Machine Learning so that Bots can respond using natural language. For this, developers need strategic and targeted planning so that they can cover all forms of questions and user requests.

You can collect customer data and chat transcripts in the live chat application or WhatsApp Chatbot. Of course, the more data collected, the more the Bot’s capacity will develop in providing responses.

How to Use Chatbot

Chatbot is a very useful technology in business, especially for serving customers. However, it will be in vain, especially if business people are unable to use it properly.

The following is an example of its proper use.

1. Chatbot Personalization

Interaction is better if communication is more personal. Therefore, use chatbots to discuss problems with customers, for example by mentioning the customer’s name, which can increase customer satisfaction.

2. Set Response Time

It’s a good idea to set the Bot to respond quickly. Give a time gap and distance between each message to give customers time to read the previous message.

3. Quick Reply Option

The next way to use a chatbot is to prepare questions and answers that are often asked by customers. These questions give customers the opportunity to choose the quick answers they need.

4. Using Polite Language

Use fast language and never respond using language that will leave a negative impression on customers.

5. Options for Ending Conversations

Don’t forget to give customers the option to end the conversation.

How to Create a Chatbot

How to create a chatbot using programming languages ​​such as Python and Java which are most often used to create chatbots using code-based frameworks. However, apart from that, the easiest way is to use the Dialogflow tool and Actions on Google.

As for examples of chatbots, namely Siri by Apple, Duolingo, World Health Organization, and others. all of these examples focus on services for customers who access them.

Advantages of Chatbot

There are advantages and disadvantages of chatbot that you can know. But the first is about the advantages.

Available 24/7

Increase customer satisfaction

Increase sales

Save costs

Save time

Disadvantages of Chatbot

There are advantages, of course there are disadvantages and the following are disadvantages that can be used as considerations.

Language tends to be stiff when interacting with customers or users.

The level of understanding is limited and depends only on the program that has been prepared.

Conversations do not involve empathy and sympathy.

So here you understand that chatbots are a technology that has many benefits and needs to be considered to increase business efficiency.

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