After the arrival of Chatbots on Facebook Messenger, one can predict that the other tech giants will follow suite with Bots on WhatsApp, Kik, Skype and more. When it comes to the creation of chat bots a question that puzzles everyone is, who should develop a chatbot, is it traditional digital agencies or a dedicated agency specialised in developing chatbots? Which one is better?
The specific requirements of users and brands along with certain technical constraints can be best understood only by an expert. Any brand or business that decides to build a chatbot must consider minimum risk and scope for error. A dedicated chatbot agency always has the necessary and vast expertise needed to undertake a chatbot project.
Here’s an overview of the assistance that only a specialised Chatbot agency can perform:
- Analysis of expectations of the target audience on Instant Messaging Applications
- Configuring a unique home screen: each user is greeted with a personalised message
- A well defined scope of how a chat bot can help your business
- An analysis of expectations of automated conversations for the business
- The design & development of a bot including hosting it on the platform
- The level of interaction with the users and customers before human intervention
- Round the clock technical assistance
- Human moderation services to further enhance the conversation with customers
- Integration with the brand’s CRM software: for the chat bot this is often used for effective customer service.
It is therefore important to consider a dedicated chatbot agency to develop a conversational user interface to ensure the most effective results on your decision.
Over the past year, Chat Bots have been taking over the conversation for innovative ways brands can connect with their customers on Instant Messaging Applications. So far we have seen bots do it all, from restaurant reservations, flight bookings and also playing the part of a medical assistant. Each interaction with the bot enables quicker and faster response times. With the general attention span of the world reducing, chat bots can be a great alternative for customers that are unable to wait for information.
In the recent times, companies have been trying to explore chat bots as a tool for Human Resources. It is of importance how human resource departments can communicate effectively with their employees providing them necessary information ranging from holidays, CPF or pension. Usually, employees are required to set up long meetings with their HR to receive this information and a lot can be lost in communication.But we are entering the chat bot revolution where chat bots can prove to be highly effective in these situations and can provide the necessary information to the employee instantaneously. A quick message to the bot asking for your pending holidays could provide you an instant reply minimizing the turn-around time for the HR to respond. Companies like Axa have already taken the step in deploying chat bots in their human resource strategy.
It can be quite ironic to have machine learning assist a field that thrives on human learning and feedback however, it is interesting to see how successful bots can perform and automate certain daily tasks in an organization.
Recently, it was revealed that McCann Japan hired a Creative Director who is also a robot by automating this role in the organization. It is however, not in interest of an organization to automate the Human Resources that largely depends on human interaction and experiences.
Experts believe that as the technology of Bots improves every day due to constant research, eventually a bot could help sift through multiple resumes using machine learning to find prospective employees for the organization.
We are at the brink of a Chat Bot revolution on instant messaging applications. As downloads for applications on social networks go down, brands are choosing to come to the place where the user spends most time, in the safety of their favourite instant messaging applications.
As countless brands have taken the plunge to introduce Chat Bots to automate the conversation with their audience it is quite clear that Bots are here to stay. As Facebook revealed in July the presence of over 11,000 bots on Facebook Messenger and counting, bots have been taking the world by the storm.Whether it is booking a dinner table or scheduling an appointment with a doctor, customers can now carry out a spectrum of online transactions within the comfort zone of their Instant Messaging Applications.
According to a study by Business Insider, Messaging applications have now surpassed social networks in terms of usage. This confirms the notion that brands must actively adopt the idea of connecting with its customers and potential users on Instant Messaging Applications instead of pushing more stand-alone applications of social networks. An important aspect of the new revolution of conversational user interfaces is the adoption of a human like persona for the bot. Whether it’s the sweet talking Siri or Cortana, bots now act as a personal virtual assistant with human like qualities which makes the experience of interacting with the bot more enriching rather than monotone or without emotion.
This also provides the brand much room for injecting their brand’s personality in the bot. The bot thus acts as a spokesperson for the brand managing countless interactions at the same time with ease and eliminates human errors. With a proper and extensive strategy, bots can not only automate daily tasks for the brand but will be able to establish and build a lasting relationship with your customers.
As we roll into the era of conversational user interfaces, bots have taken the world by the storm. There is no doubt that the use of bots will help the brand establish a quicker and ready solution for users that are having a conversation with the bot.
The messages transmitted are uniform across the board which helps eliminate the human-bias that a user may have regarding the company.
However, as businesses across the globe are considering whether they should invest in creating a bot, here are 5 things to consider before your business makes its decision.
- Set a Clear Strategy:
It is important for your business to set a clear expectation of what the bot is set to provide. Are you facing issues with the amount of queries coming your way? The organization must have a clear idea of the role of the bot in this interaction so it can add considerable value to the process. A good example is using a bot to make quick hotel reservations for a local restaurant.
- Analyze the Interaction
Some businesses may not be open to chat bots as yet. Understand which process of your business absolutely needs human intelligence and intervention. A chat bot is not a replacement to a human interaction but just a means to add a digital spin to the process to make it more efficient.
- Connect with Chat Bot Marketers
Once you have made the decision to create a bot, it is important to do it right. You do not want your bot to crash unexpectedly in the midst of an important interaction. Many marketing organizations can guide you through the process of creating a bot and the costs associated with it. You can do a run down of the opportunity cost of this decision and whether it can add value to the current processes.
- Plan the Voice of your Bot
Think of the bot as the person who is a spokesperson of your organization. Your bot must adopt the same personality traits as your organization and give the users an idea and history about your brand and what it stands for. A bot need not behave like a robot but a means for the business to tell their brand stories through it in a seamless interaction.
- Listen to your Customers
Feedback is one of the most important things to consider before you make the decision to develop your Bot. Understand from your customers as to what part of their interaction with the business poses a challenge. This can help you plan the role of the bot in solving these concerns for customers.