Synchronized with the trends: being available on messaging platforms
Customer Service at your Fingertips
By definition, a chat bot is a software application used to conduct an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent. Chat bots are normally used in dialog systems in various businesses including customer service, request routing, or to gather user information. While some chat bot applications use wide-ranging complex communication processes, Natural Language processors, others simply scan for general keywords and generate responses using common phrases obtained from the database.
Types of Chat bots
Task-oriented chat bot
These are single purpose platforms that focus on execution of one function. With the help of pre-stored skillset, they produce automated but conversational responses to user inquiries. Task-oriented chat bots can handle common questions, such as enquiries about hours of business or simple transactions that don’t involve a variety of variables. These are currently the most commonly used chat bots.
Data driven chat bot
These are conversational chat bots that are often referred as virtual assistants or digital assistants. These chat bots are much more sophisticated, interactive, and personalized than task-oriented chat bots. These chat bots leverage natural-language processing (NLP) and apply analytical intelligence to support personalization communication based on user profiles and past user behavior. Digital assistants can learn a user’s preferences over time, provide recommendations, and even anticipate needs.
Application Areas
On the commercial side, chat bots are frequently used as customer contact hub to manage incoming communications and direct customers to the suitable target. They’re also often used for in-house communication purposes, such as onboarding new employees and helping all employees with routine activities such as training, routine scheduling, business supplies and other self-service activities that don’t require human intervention.
On the customer side, chat bots are performing a variety of customer services, ranging from ordering event tickets to reserving and checking into hotels etc. Chat bots are also frequently used to execute routine customer activities within the banking, retail and FMCG sectors. Here is a list of 5 industries we believe can achieve the best possible results by implementing the Chat bot technology:
E-commerce Businesses
Guide customer through their purchase with simple navigation and product suggestions.
Banking and Financial industry
Strengthen Digital Banking experience with Chat bots for providing all banking services, product information & query resolution with chat bot.
Education
Change the way students interact with their mentors. With just one click student can access all personal details, program details, and can interact for query resolution.
Hospitality Industry
Provide all new experience of property journey, reservations, inquiry, tariffs, availability, travel packages and recommendations on chat bots.
Healthcare Industry
Design a contact less experience right from appointment to health reports to prescriptions and follow-ups with always available basic health care tips.
Real Estate
Create a virtual experience and provide all details of the property right on the chat bot with impressive visuals to impress the clients for property visit.
Benefits of a Chat bot
Enhanced customer service
24X7 available customer support
Active customer interaction
Increased customer engagement
Observing consumer data & gaining insights
Improved lead generation,
qualification and nurturing
Easier approach to global markets