Have you noticed that every new tool for building “business-to-customer” communication tries to create a sense of a close, friendly relationship between buyer and company? Chatbots are no exception.
If a couple or three years ago they were considered a novelty, now it is a prerequisite for quality service.
What are chat bots?
A chat bot is a “virtual interlocutor” with answers programmed by you.
It works on the basis of:
messengers (WhatsApp mailing, Facebook Messenger, advertising mailings in Telegram, Viber mailingViber mailing);
social networks (chat bots for Instagram, chat bots for Vkontakte);
platforms Slack, Skype, etc.;
websites.
They correspond and answer questions, “tell” useful information. You can communicate with a chatbot at any moment of the day and night. This is beneficial for businesses whose target audience tends to make impulse purchases.
A chatbot is a computer program, actually a virtual interlocutor, which functions on the basis of established rules and algorithms. It is able to imitate human behavior when communicating with a potential customer.
There are two types of bots:
- work according to created rules;
- use artificial intelligence technology and are capable of learning.
It all started with an elementary program called Eliza. The first ever chatbot, mimicking a psychotherapist, communicated with patients in a correspondence format. The algorithm was built on interrogation and practicing active listening techniques. Taking into account the user’s answers, Eliza communicated and gave advice.
Today, technology has moved far ahead, expanding the range of applications. They are used for entertainment as well as for business purposes, such as advising on a product or service. This is very convenient for people who don’t like to call and listen for a long time about the benefits of a product. It’s also much faster than calling technical support and waiting to be connected to an operator. Of course, if the question is “template” and does not require direct human intervention.
You can chat with a chatbot 24/7, so you don’t necessarily need to hire employees to work night shifts. It’s easier and more profitable to create a chatbot that will provide the caller with maximum useful information.