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Published Sep 29, 21
13 min read

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What Is A Chatbot Used For

This makes its implementation appealing to a lot of businesses that may not have the manpower or financial resources to keep employees working around the clock. Types of Chatbots A chatbot works in a couple of ways: set guidelines and machine learning. Set Guidelines Chatbot A chatbot that functions with a set of guidelines in place is limited in its conversation.

An example of a limited bot is an automated banking bot that asks the caller some questions to understand what the caller wants to be done. The bot would make a command like “Please tell me what I can do for you by saying account balances, account transfer, or bill payment.” If the customer responds with "credit card balance," the bot would not understand the request and would proceed to either repeat the command or transfer the caller to a human assistant.

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You’ve probably heard of chatbots; perhaps you’ve even engaged with one online. Maybe you’re here today wondering if you should use a chatbot on your website. If that’s the case, well, you’re on the right track—conversational bots are becoming exponentially more popular in marketing, with good reason. Chatbots make highly personalized and relevant interactions possible by pairing artificial intelligence and real-time information about the actions shoppers take (or don’t take) online.

What Problem Does Chatbot Solve

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It’s built using a Chat Marketing platform that displays a graphic interface guided by preset rules. A user will select responses, and the chatbot will steer them in the right direction. 2. These conversation bot applications learn as they go. They are built by a developer and become “smarter” the more a human interacts with it.

Live chat allows customer support and sales teams to respond to customer questions in real time. Instead of being powered by a preset script, chatbots used for live chat purposes have a real human being crafting responses. Teams can respond through a messaging app and help businesses create a better customer experience on their website, Facebook page, or mobile app.

The more you talk to her, the more on point her answers become. Mitsuku has been featured in the New York Times, Wall Street Journal, BBC, Guardian, Wired, and more. While Mitsuku may be one of the best chatbots around, many other brands use human-like chatbots to connect with their shoppers and site visitors.

10 Of The Most Innovative Chatbots On The Web

The Domino’s ordering bot was one of the first customer service chatbots to make a splash. And for a good reason—it removed any complexities from the ordering process for customers. Right inside of Messenger, a potential customer could look at the menu, ask questions, place an order, and even track its status from kitchen to door.

ChatbotWhat Is A Chatbot


With Many, Chat, you can manage campaigns across Messenger, Whats, App, SMS, your website, and email—so you can see what’s working and do more of it. Start free with Many, Chat and build your chatbot today. The contents of this blog were independently prepared and are for informational purposes only.

A chatbot is a computer software program, typically driven by artificial intelligence (AI), which allows a customer to communicate with a company or brand in a text format that simulates instant messaging between humans. You will typically find a chatbot on company websites as well as in mobile applications and social media messaging apps.

What Are Chatbots Used For

At its essence, a chatbot is designed to respond to a user request and, as such, are often used to provide a form of online chat support – and it does this in two main steps. First, the user request is analyzed. Arguably the most important and relevant step, this part of the process is where the key information of the request is highlighted and the user’s true intent is deciphered.

While always aiming to interact in a conversational and friendly way, the responses a chatbot gives are often rule-based. Rule-based chatbots, also known as declarative chatbots, are usually made for a single defined purpose. Using machine learning, an algorithm which allows them to learn from past interactions, these chatbots are trained to process information and form responses based on the unique information they are given.

If a request is more complex or requires a more detailed and specific answer, chatbots can escalate to a human agent to resolve the issue. Chatbots have been around for a while, but as advances in AI have sped up in recent years, they’ve become much more sophisticated and versatile, particularly for use in customer service.

What Problem Does Chatbot Solve

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Although there are obvious limitations to the conversational skill of chatbots, under certain conditions, they surpass live human agents in a few crucial ways. They’re not distractible, which means they don’t get emotionally overwhelmed or adversely affected by stress. They therefore respond consistently and in an even, polite and straightforward manner regardless of the nature of the conversation.

What Are the Different Types of Chatbots? Many marketers have noticed the success AI chatbots have on businesses. But which one should you choose for your type of business? Which one will fulfill your brand’s needs? The following is a breakdown of your options. Basically, there are two types of chatbots – Fixed Chatbots and AI Chatbots.

As a result, they offer limited assistance. Fixed chatbots are usually used to solve repetitive questions or for customers who have limited access to customer services. The major downside of Fixed Chatbot is that they cannot understand human emotions and behavior. Hence, they are not as popular as AI Chatbots – Thanks to machine learning technology, these chatbots are able to learn and improve.

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They are intuitive, fast, and convenient. They’re much advanced and do a lot more than just a live chat software solution. With them, you can gather customer information, better understand your target audience, and grow your business. The following are some of the vital benefits of online chatbots that businesses can leverage.

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Why Are Chatbots Important

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.

What Are The Benefits Of Chatbot For Your Business

Benefits Of Using Chatbots In Your BusinessDoes Your Company Really Need A Chatbot


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 Your Business Need A Chatbot Development

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.

Benefits Of Chatbots For Companies And Users

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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.

Awesome Chatbot Benefits For Every Business



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.

Reasons To Consider Using A Chatbot On Your Website

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.

Available 24/7How do you feel when a customer agent puts you on hold for a long time as you listen to the annoying music? It’s irritating, right? Usually, people don’t like to spend a long time on the phone before they can talk with a customer care agent. Now, with the introduction of AI chatbots, customers don’t have to wait for so long to get answers or clarification from you.

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AI chatbots are virtual robots, so they never run out of energy to communicate with your customers. Hence, they can operate 24/7, follow your commands, and help you improve customer satisfaction. 2. AI Chatbots Can Handle More Customers, Humans are capable of doing multiple things. However, the number of things we can do at the same time is limited.

But that’s not the case with AI chatbots. But that’s not the case with AI chatbots. AI chatbots are designed to handle multiple conversations and thousands of customers at the same time without any errors. Chatbots enable you to answer your customers immediately, regardless of the time of the day or the number of customers contacting you.

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And how does an intelligent online chatbot do that? I’ll give you an example of With this chatbot, you can collect customer information interactively without asking them to fill out passive web-forms. The mobile-friendly chatbot collects customer feedback through intelligent questions and measuring their experience. Want to offer your customers who visit your website rich experiences that yield better engagement?Collect.

That’s because you don’t have to keep on hiring new people to handle customer service. All you need to do is integrate an AI chatbot based customer care service into your business. This will help you take queries from customers and solve them quickly and effectively. However, if the chatbot encounters any complicated questions, then you can instantly transfer it to a live customer care agent for better service.

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Helps You Improve Customer Satisfaction, It’s important for agents to have a positive attitude while speaking to your customers. However, they are humans who experience good and bad days. This, can, unfortunately, directly affect their attitude while conversing with customers, and that can impact customer satisfaction. On the other hand, AI chatbots are virtual robots; hence, they don’t have emotions.

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Chatbots always converse with the customer perfectly and politely, regardless of how rude the customer is. This way, you can enhance and achieve higher customer satisfaction levels. Challenges of AI Chatbots, Now that you have understood the benefits of leveraging AI chatbots, you can harness the power of chatbots to achieve better customer satisfaction.

1. Chatbot Security, In recent months, a lot has happened regarding data privacy and security. Customers are sensitive and protective when it comes to their personal data. Hence, it’s crucial that you create chatbots which can assure data privacy for your customers. Your AI chatbots need to collect information and data which are relevant and need to transmit it over the internet securely.

If they misinterpret human emotions and sentiments, it can have a huge negative impact on your business. Having said that, it’s challenging to identify the emotion from the user’s voice and respond to it accordingly. So, how can you solve this challenge? To overcome this issue and create the best AI chatbot, you’ll need to invest a lot of time into training.

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They can interrupt the user experience. Kuki or Mitsuku is the most intelligent chatbot, according to Google AI research. It has won the Loebner Prize Turing Test five times for being the best conversational chatbot in the world. AI chatbots live on the web and are vulnerable to malware and data breaches like other web entities.

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