Developing Chatbots and How can it Benefit?
The term chatbot relates to an Artificial Intelligence (AI) that chats with internet users automatically, and respond the questions they inquire. Baically, a chatbot is a computer program or you can say an artificial intelligence capable to carry out conversation through textual or auditory methods. Chatbots is alternatively identified as a talkbot, Bot, chatterbot, interactive agent, IM bot, or Artificial Conversational Entity. Chatbots are being developed to alleviate the pain that the industries are suffering presently. Its purpose is to support as well as scale business teams in terms of their relations with clients. It is known that chatbots could live in any key chat applications such as Slack, Facebook Messenger, Text Messages, Telegram, etc.
The process of developing a chatbot can be classified into two major tasks: comprehending the user’s objective and generating the correct answer. It is known that the first task encompasses aspects of getting to know the user input. With purpose to appropriately understand a user input in a free text form, one can make use of Natural Language Processing Engine. Next, the second task covers diverse approaches based on the kind of the response that the chatbot would yield. Chatbots can be developed using code-based frameworks and non-coding frameworks as well, let’s have a look at them:
Development of a Chatbot Using Non-Coding Frameworks:
If you want to feel hands-on experience then chatbots developed using non-coding frameworks can help. The chatbot builder platform such as Botsify, Chatfuel, and many more such platforms proves that this is no more a dream job. It is true that it is not possible to develop Aan I or NLP-enabled chatbot which can handle unstructured data, but you can obviously develop simple chatbot conversations and upload the same to a cloud platform in order to fulfil basic purposes. It is found that such frameworks come with drag-and-drop templates to develop bots.
Development of a Chatbot Using Code-Based Frameworks:
In order to develop a chatbot with code-based frameworks like API.ai, Wit.ai, or Microsoft Bot, etc. you require expert chatbot developers with skills in programming languages, AI, and machine learning. This kind of chatbot can resolve complex purposes and facilitate customers by decoding their unstructured conversation in better way. Furthermore, it possesses a database to save data, produce analytics, and encompasses AI.
Check: How to develop a chatbot
Benefits of Chatbots:
After getting an overview of developing chatbots, now let’s have a look at ways in which it can benefit us:
Helps you save money:
The individual who is a business owner has responsibility to pay lot of employees working under him/her. Such kind of expenses keeps adding up as business develops. Chatbots are known to be a one-time investment which assists businesses to limit their requirement of staff. Chatbots can help save money as you could seamlessly assimilate a customer support chatbot in your business to resolve simple queries of customers. Only the complicated queries are passed on to the customer support agents.
Majority of people have passed through experience of listening to the unexciting music playing when they are kept on waiting state by a customer care agent. It is found that on an average people usually spend 7 minutes till they are allocated to an agent. Past were the days of waiting for the subsequent available operative. Presently, chatbots are substituting live chat as well as other forms of contact including phone calls and emails.
As chatbots are virtual robots in simple terms, they never get exhausted and persist to obey your instructions. Moreover, they will persist to operate everyday for the entire year without the need of break. The aspects enhance your customer satisfaction and even lets you rank higher in your sector.
Facilitates automation of repetitive work:
It is true that nobody prefers doing the same work repeatedly over short period of time. Also, human tend to make errors. Presently chatbots enable automate tasks that are intended to be accomplished often and at the correct time. Furthermore, presently there are lots of slack bots that can operate on automate repetitive tasks. The feature assists people to save time and enhance productivity. In order to understand this, for instance, if there are new items purchased from your eCommerce website or if there is a bug found then chatbots sends a brief summary to the particular slack channel.
Offers 100% satisfaction to the customers:
Humans react to other people, animals, objects, etc. depending on their mood and sentiment. When an agent is in good mood, he would perhaps converse with customers in a decent way. If the situation is reverse of that, the customer will be dissatisfied. Under such cases, chatbots are very useful as they are bound by certain rules and comply with them as long as they are being programmed to. The chatbots always react with a customer in the polite manner irrespective of how rude the person is. Apart from that, in the travel and hospitality industry wherein travellers usually do not talk the same language, a chatbot can be efficiently trained to do communication in the traveller’s language.
It is true that not everybody orders the same food daily because people’s choices vary every day. In such type of cases, chatbots can make use of your order history to suggest for the following order, know your address info and much more. As customers admire this seamless interaction and as chatbots work to accomplish different activities as simple as possible, they provide 100% satisfaction to customers.
Humans can usually communicate with only one human at a particular time but chatbots can concurrently make conversations with numerous people. Irrespective of the time of the day or irrespective of how many people are communicating you, each one of them gets answered instantly.
For instance, you are the owner of a restaurant, and suppose major part of your revenue originates from delivery. As the demand continues to increase, the number of customer increases but still you have limited staff to handle them all. Including a chatbot would remove such concern and fulfil the requirement of every individual. Moreover, it makes sure that no order gets missed. Some renowned companies like Dominos and Taco Bell are already making use of chatbots to organize delivery of parcels.
Prior completing any task, you should first learn how to work on it. Proper planning will help to accomplish any task successfully. There is a constant teaching contained in each level of hierarchy the employee would pass through. In a company, it is possible that there will be some in the employees, because few employees stay, few get fired, and even few more join in etc. As employees would change repeatedly in a company and this demands much time to train the newly joined employee. To remove the hassle, chatbots could minimize that time to almost zero, and at the same time, they offer clean and simple to understand conversation flow which is essential to be maintained by them. It can undoubtedly said that there would be changes in that too; however, it would demand less time to solve when compared to human employees.
They are cost-effective:
Recruiting a human for a particular job is not a cheap affair, and this would be costly if your revenue is low or sales targets are not reached. All these will make chaos in the business. Because of human limitations, he/she can only manage one or two people simultaneously. It would be very tough to manage more than that. Chatbots is capable to resolve this issue as one chatbot is in fact, equivalent to many employees. They can seamlessly communicate with thousands of clients simultaneously. There would be need of only handful of people to involve into conversations when needed. Therefore, it would severely bring down the expenditures and brings sharp rise in revenue as well as customer satisfaction. Businesses today look for cost-effective approach and chatbots can seamlessly meet the expectations without any hassles. This provides customer satisfaction as well.
Alternate Sales Channel:
As chatbots are available 24/7, they are capable to sell your products. One recent study indicates that 70% people go for texting rather than calling. Furthermore, there is prevalence of Amazon in the eCommerce industry so nobody wishes to approach offline store to purchase things. Due to this reason, people incline to use online medium to meet their requirements. This offers chatbots a wide prospect to sell products that could satisfy the requirements of each customer. Moreover, chatbots would be capable to remember a customer’s response and can accordingly tailor their responses. In this attempt the chatbots develop a specialized level of service that directly reflects human interaction.
Apart from the one mentioned above, chatbots have an extensive array of applications, in order to alleviate different human tasks. The recent data depicts that an increasing number of people are more convenient to chat as compared to call so there will always be a demand for use of chatbots by different industries. A lot of industries are still to be benefited by chatbots.
If you are looking to hire developers to build a chatbot for your business, then please get in touch with us for a free consultation & quotes.
Also read: Frameworks for Chatbot Development
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About The Author
My name is Stuti Dhruv & I am senior consultant at Aalpha, primarily working on pre sales, consulting with clients on latest technology trends.