Chatbot For Enterprises
All Communications
now-a-days are controlled and managed by technology driven applications and
tools. The reason behind is that Customer preferences of interactive
experiences are always changing and evolving. Customers want quick responses to
their queries and also response should be accurate as per their expectations
and queries. Customers want multiple options to connect to the Enterprises -
Email, Voice, Video, and simple applications so that they can interact clearly
and effectively.
Chatbots is such an
application, providing one of the best Customer experience. Chatbots are
software applications that enable human interactions using text and voice.
Interactions are pre-defined or AI controlled with natural language processing.
Chatbots intelligently capture what users exactly want and guide them to desired
outcomes. End users experience seamless interactions as if they are talking to
a real human executive.
Features of a chatbot
A well-defined chatbot
interacts with the end users and based on historical conversation data, learns
to improve customer interactions and outcomes.
1) Chatbot should be able
to capture, analyze users’ intent and respond accurately. Chatbot built using
machine learning and NLP learns intent and context, and continually improves
the response in the future.
2) Chatbot can be purely
conversational or dialog based. In conversational Chatbot all the interactions
and responses are handled using machine learning and NLP. In Dialog based
Chatbot, interaction flows are defined and users are provided with options
to enter or select the options.
Usage of Chatbot in
different Industries
Chatbot helps to
completely automate customer interactions. Once a Chatbot flow is ready, we can
integrate it in many ways to capture customer intents:
1) Integrate
with Web site to manage traffic
Chatbot on a website
helps to shift customers' interactions from a Form-based method to Dialog based
interactions. Users coming on to the website can start the conversation and
based on the interaction it can provide the specific details.
2) Integrate
with lead management system
Chatbot becomes a key
channel for capturing new leads and prospects. Enterprises running marketing
campaigns can integrate and embed Chatbot links in their campaigns. For example,
a Chatbot link can be embedded in an Email body, social media posts or SMS
campaigns.
3) Integrate
with CRM /ERP and core systems
Chatbot is not a
standalone application. It can easily be integrated with the third party
CRM/ERP or other core systems in any sectors. This integration can be done
easily using API models and data from these systems can be fetched real time.
API integration helps in automation of the business processes in any verticals
- Banking, Ticket management, Insurance and Education etc.
4) Integrate
with Alert Systems
Chatbot helps in
providing real time info and data to the enterprise. Finding data points,
Reports snapshot, payments alerts, others critical information can be easily
integrated for the end users.
Benefits of Chatbots
to SME and Other Enterprises
Overall objective of a
Chatbot is to automate, engage and capture users’ requirements and to provide
all the necessary details to the Customer during the interactions.
1) Infrastructure and
Resource saving
An automated Chatbot
application helps in reducing infrastructure and manpower cost. More than 80%
of customer interactions can be successfully handled by well-defined Chatbots.
This helps in overall cost optimization and shifting Customer interactions on
automated business processes.
2) Better
Customer satisfaction
Using Chatbots, customers
queries are answered without any loss of customer sessions. Also Customers can
spend as much time while interacting with the Chatbots without incurring huge
costs. Customers can be served by multiple Bots based on business requirements.
Chatbots can be redirected to live calls or to live Chat Agents if Customers
queries are still unresolved.
3) Leads
management and better Leads Conversion
Chatbot can be used as a
single channel to capture leads from multiple sources - Social Media, Emails,
SMS etc. Leads can be captured through Chatbots, users’ queries can be
captured and responded to quickly. Chatbots help to provide all necessary
information - Product details and prices during interactions. This helps
customers in making fast decisions and hence leads to better lead conversions.
4) Analyze Customers behavior
Chatbots capture all
customer interactions in real time. All customers' intents and contexts are
processed and stored in the system. Conversions can be tracked and scaled with the
help of customers' behavior and interactions. Predictions can be made using
Machine learning models.
How to choose the best
Chatbot Application?
Chatbots have many
features as mentioned in this article. Enterprises must choose the Chatbots
based on their business requirements. Business requirements should be
transformed to the expected Customer interactions and their responses.
Based on the
requirements, Enterprise can decide which features are important to them. For
examples, in some cases, a Chatbot with fully powered AI and NLU capability can
be evaluated. But it requires a lot of data preparation and planning.
In many cases, simple
dialog based flows can be implemented. Customers are given a set of options as
per business requirements and customers select and provide the relevant
information during the interactions. The Dialog keeps on moving forward with a
new set of options. Enterprises can decide to push rich-media like videos,
images, documents so that customers get a better experience while the
interaction is under progress.
Many Enterprises also
want real time data integration with their CRM/ERP. So, a perfect Chatbot
application should be able to integrate with third party applications using
standard API models.
Also, Chatbots should not
be customized for every new requirement. It should have an Administrative
interface where all the flows/Dialogs can be configured, flows finalized,
tested and implemented. Enterprises should not depend on Chatbot service
providers or their internal Development team to develop each new requirement
from scratch.
Chatbots not only should
provide evolved experience to the Customers, it should provide a strong, fast
and scalable platform to the Enterprises. Enterprises must be able to get
business benefits from the Chatbot implementation - increased leads, increased
number of customer interactions, reduction in cost of infrastructure.
Enterprises should evaluate the key outcomes for the business and then choose
the right Chatbot.
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