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Chatbots are very present on the internet, and it is almost certain that you have already come across one without knowing ! It is a software programmed to maintain a conversation with a human. This discussion can be written or oral, giving the user the impression of exchanging with another individual.
If you've ever seen a small chat appear when you open a website, with a question "how can I help you?" then you have met a chatbot!
When used more extensively, the chatbot combines artificial intelligence (AI) and natural language processing (NLP or TLN). It is then more efficient, but also more greedy in server resources.
Here again, you have already come across them: Siri from the Apple brand and Alexa from the Amazon group are none other than voice chatbots! ChatGPT or Google Bard, text chatbots! Botnation chatbots, marketing discussion robots at the service of your business needs!
For the record, the first chatbot that was born was the robot ELIZA, created by Joseph Weizenbaum between 1964 and 1966.
The simplest chatbots, like those used for FAQs, run on TLN or NLP processing, with very little machine learning (ML). The answers given are generated automatically and conventionally, and are mainly used to help and guide the user in order to respond quickly to his requests. These chatbots can for example be programmed to detect trigger words present in user inputs: order tracking, delivery, etc.
Predictive chatbots, which are better known as virtual or digital assistants, work by understanding TLN or NLP and ML. These software perform an analysis in order to personalize their outputs, which then correspond to the behavior and profiles of users. Over time, this virtual assistant can make recommendations and, for example, anticipate the future needs or requests of the individual.
The chatbot is useful for responding instantly and accurately to users' questions. When the user is on a merchant site and interacts with this bot, customer support is freed up, phone lines are less busy and responses are faster. A computer program that makes everyone a winner!
For shy people who do not always dare to contact certain platforms by email or telephone, the chatbot is also particularly appreciated here rather than contacting the after-sales service.
The information obtained by the chatbot can help customers place orders, which also serves the interests of the company.
There are actually two types of chatbots. The first are the so-called simple or basic bots, which we often come across on different websites. These usually work in the form of questions, such as FAQ where the answer we are looking for is displayed after checking several boxes.
Intelligent, or evolved, bots are more complex and incorporate NLP or TLN. The question asked by the user can then be written or formulated orally, while he will receive an answer also written or pronounced orally, by the software. Many people use this type of chatbot on a daily basis.
Using a chatbot helps to optimize operational efficiency, responding instantly to user requests and avoiding overloading customer support. The questions asked by individuals are recorded, companies can then anticipate these and provide new answers on their website, for example. Tutorials, a more advanced FAQ, or even a guided tour, can be added and make the customer's visit easier!
But the conversational agent is not only useful for after-sales service: it can also allow you to make more sales by resolving the obstacles to purchase by answering your customers' questions. 24/7 users.
A marketing chatbot can also allow you to capture more leads, being a real dynamic alternative to classic forms.
The chatbot can also offer a similar product when an individual launches a search and the desired service is no longer available. For commercial companies, it is an excellent process to optimize sales, and this, in a few clicks!
Botnation chatbots are versatile. No matter what industry your business is in, you can easily create and configure a bot that is useful for your business.
Falling on a chatbot is always appreciable, when we are a little lost on an application, a website, when we are looking for a particular product, etc. Rather than leaving our screen to type our request elsewhere, this computer program immediately responds to our request and allows us to save time.
Because it responds to us in a dynamic way, the chatbot also gives us the impression of exchanging with a human, which makes our internet browsing more pleasant. The user experience is energized, improved.