What is a Chatbot?
A chatbot is a “conversational agent”—a computer program that simulates an instant conversation with a user to answer questions or solve simple problems. It can serve as the first point of contact with your company. Chatbots can be integrated into a website, a mobile app, a Facebook page, or even WhatsApp.
Types of Chatbots
- Rule-Based Chatbots: These are the “old chatbots.” They operate based on predefined rules and can only handle a specific set of questions. While they can be useful, they often feel less human and can be frustrating because they can’t deviate from their scripts. This limitation often leads to more messages needing escalation to a human agent.
- AI-Based Chatbots: These are the “new chatbots.” They use advanced machine learning and natural language processing techniques to feel more human. They can understand questions even if they’re not clearly formulated. Although they sometimes integrate rule-based mechanisms, a LLM or Large Language Model (like ChatGPT) is usually a central part of AI chatbots.
Who is it For? And Why Do You Need One?
A chatbot represents the frontline of your customer service. It can, while respecting your company’s tone and etiquette:
- For an e-commerce website: Recommend products, help track orders, initiate returns, and answer common questions.
- For a contractor: Assist users in understanding which service might fit their needs and help them book an appointment or request a quote.
- For a dentist: Facilitate scheduling an appointment at a convenient time.
- For a real estate agency: Engage potential clients by helping them find properties that match their criteria, answer inquiries about listings, schedule property viewings, and add interested users to a mailing list to send them future offers.
A chatbot can also:
- Answer frequently asked questions, such as your opening hours or return policy.
- Redirect users to relevant links, like the FAQ page, contact page, or product pages.
- Provide basic technical support for troubleshooting common problems.
- Escalate more complex queries to a human agent if necessary.
Key Advantages of Having a Chatbot
- 24/7 Availability: Always online and ready to assist users, even outside of business hours.
- Efficiency: Handles multiple conversations simultaneously, eliminating wait times (no more “you are 14th in the queue”).
- Cost Reduction: Frees up human staff to focus on more complex tasks.
- Improved User Experience: AI-based chatbots provide a more natural and satisfying interaction, reducing frustration and enhancing customer satisfaction.
Conclusion
When configured properly for a business, chatbots are a powerful tool that can enhance your business’s responsiveness, automate routine tasks, and save time for both you and your customers.
If you’re interested in enhancing your customer experience with a custom chatbot, we’re here to help. You can book a free discovery call here. We’ll use this time to assess your needs and propose time saving solutions.
