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Should a Chatbot Understand Human Sentiment?

Chatbots are now an important digital revolution and every day brands are jumping into the bandwagon to create a unique experience for its users. An important thing to note when you shift to Chatbots is the tone of voice. Interacting with a human is so much different that with a Chatbot and there are certain rules we have as a society.

As an example, let’s say a user is frustrated with a business and their delivery. The Chatbot starts off with, “Hello David, how may I help you today! :)” The customer expresses his issue with payment and registers his complaint. The tone of voice then for the Chatbot cannot be “Have a great day ahead Mr David! :)” The user may get more frustrated that he has not been shown any understanding. The Chatbot must switch to a more sensitive language. This is important not just for human responses but must be developed for Chatbots as well.

This can provide a much more genuine interaction with the user. The objective is to create a safe and trusted relationship with the Chatbot and user in order to establish effective communication. Failure to do so may result in the user becoming more angry than before and feel like the brand does not care to provide their apologies or sympathies for this negative experience. This can result in a poor impression of the brand.

Therefore, all Chatbots must improvise and change the tone of voice when necessary while interacting with users. A sentiment analysis can be done to determine the nature of the customer’s query and by default all complaints must be addressed with sensitivity and caution!

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The Use of Chatbots in Meetings and Special Events

Let’s face it, like them or hate them, Chatbots are an important force in the digital marketing era. It is fascinating to see how different markets are using these to their advantage to make the customer experience much more effective and fruitful for both parties.

Imagine a scenario of a tech event. The event has multiple speakers multiple activities scheduled and different groups of people attending the event. Now imagine, the amount of queries that the front desk would get to the days leading up to the event. Chaos is probably a word that would best describe this situation. Instead, now we actually have a solution. Chatbots can be extremely effective in providing this information to users who are confused or unsure of certain details of an event.

An example of this is, South by Southwest’s bot “Abby” answered more than 56,000 questions asked by the attendees at the SXSW Go event app. This shows you what a Chatbot can do in this area of clean communication with the attendees. Multiple answers are provided instantaneously with no wait time, and the Chatbot can talk to hundreds of attendees at the same time. The investment to build this Chatbot will be extremely fruitful if you take these aspects into consideration.

This is true, not just for huge events where a Chatbot can seamlessly manage human interactions and queries, but also for daily life in meetings at the workplace. Chatbots can easily set calendars and dates with your employees even block meeting rooms and give you an insight into your colleague’s calendar instantly without having to manually check it. A simple question like, ‘Is Susan’s calendar free on 15th Sep 5 pm for 30 mins’ may prompt the Chatbot to respond with yes or no and suggest a next best time for your consideration.

Menial daily work tasks can be handled by the Chatbot which can cause productivity to increase in terms of scheduling meetings and pushing them if one or the other is unavailable. There is no arguing the Chatbots are here to stay. Only time will tell how brands adopt this in their business in the most effective manner.

 

 

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What kind of Personality Should Your Chatbot Have ?

Today, we spend an average of 2 hours per day on social networks and messaging services. But even if we are technically competent people, we are looking for even more human interaction. The same goes for technology.

The trend of artificial intelligence is spreading more and more. This is supported by the McKinsey report which indicates that in 2016, companies invested $ 26 billion to $ 39 billion in artificial intelligence. This direction has an important effect on many branches of technology, including web design or application development, but mostly on communication between brands and their customers. This is also one of the main reasons for the increasing popularity of chatbots. Most brands do their best to create more and more customized bots.

By creating a chatbot, many focus primarily on the subject of a conversation. We think about the questions that need to be asked and the meaning of the answers. Many companies forget to adapt the scenario to a particular situation with a specific customer. Although customers are different, they have something in common: each requires a completely natural form of interaction with a brand. We are more willing to visit sites or applications where customer service is efficient and personalized.

Currently, the main problem with chatbots is that customers tend to treat them like robots and do not feel comfortable during their conversations. As a result, sometimes customer service that uses robots is not necessarily faster or more attractive than other methods.

Creating a chatbot with a specific character is easier said than done. However, this is a crucial point for modern brands. On the other hand, only chatbots with a clearly defined personality are able to prove their intelligence and convince customers to speak with them honestly.

Let’s take the example of a robot with a specific character. Once we had an experience with my colleague and I asked Siri if he was Cortana … Siri seemed to get jealous. Now, we know he does not like users to confuse him with another artificial intelligence assistant. In addition, Siri’s reaction is consistent with the Apple brand, known for its individuality. Therefore, we can certainly say that Siri has a character.

Best Practices for Creating a Chatbot with a Character

Before you start designing your chatbot, you must thoroughly analyze all the conversations that have taken place with your customers. Use all the sources you have, such as your live chat archive, contact center records and correspondence if necessary. The basic conversation scenario should be based on your customer knowledge. Otherwise, your bot will not be useful to them.

You must be fully aware of your customers’ language, questions and expectations. Choose the conversations where your customers were most satisfied with your customer service. The preparation of branches in a conversation tree must be based primarily on these positive experiences.

There are many ways to ask a chatbot to make a reservation for a movie at the cinema. But this number is unlimited and some keywords remain repeated. If the film is primarily aimed at young people, try adding a few common words for this target audience to the scenario.

Do not try to create a chatbot that completely imitates your brand image. The chatbot must be your brand ambassador but not a member of your board. By analyzing past conversations with your customers, you should know exactly what features your customers love most about their conversations with your customer service employees. Then, do your best to implement them in your chatbot scenarios. When you have designed your robot, check several dozen times how the conversation works. You must be completely sure that the scenario is correct before making it public.

By observing the progress of artificial intelligence, we can predict that in the near future, chatbots will be one of the main things to manage when creating a business brand. They even have the potential to replace the traditional “user interface”, becoming something more crucial for the interaction between brands and customers.

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The Invasion of Chatbots in Human Resources

There is a good chance that on your next hiring you will receive your initial information about payroll, leave, expenses and other HR issues by a chatbot and not by the HR team.The underlying reason for this change is that chatbots are becoming popular in human resources and are replacing humans. Ironic, isn’t it?

Discussion bots are the future of the Internet. If you’ve ever liked R2-D2 or if you’ve had your own Star Wars C-3PO, your dreams are not too advanced. Discussion bots, however, have had a difficult start but they are extremely popular in the world of human resources. Millions of workers already interact with chatbots such as Slack or Hip Chat.

This makes internal communications between employees faster, easier and saves money. The chatbots can be of different type, they can be simple or sophisticated, they become extremely popular by performing mundane tasks, which makes a difference in terms of economy and human resources for businesses. The future of human resources is evolving towards chatbots. Let’s see how chatbots are conquering human resources.

Chatbots can help employees solve their human resource problems. If you have already used a chatbot, you know you can send him a message and get an appropriate response right away.

Today, we depend heavily on our smartphones, we do a lot of things from the smartphones, and we stay connected 24/7. Chatbots can be useful and help employees who work remotely and who can not directly access human resources. They make communication faster and easier, no doubt.

Providing quick, personalized responses

Jobseekers and employees both have limited time when they are looking for answers. The potential candidate needs instant answers to questions about the company and the chatbots can easily provide them with confidence. With recent advances in technology, chatbots can provide fast, customized answers to all your problems.

Annual Performance Review

Annual performance reviews seem to be the most important but also the most difficult part for human resources managers. This process requires a lot of time as companies spend months performing exams for each employee. All employees are required to complete questionnaires, surveys and forms at the end of the year. In addition, an organization’s productivity slows down as the labor force is busy completing questionnaires rather than focusing on tasks. However, with the help of chatbots, these problems can be solved in no time. The use of HR bots helps to accumulate accurate employee data. This saves time and increases productivity.

Human resources teams usually send a massive amount of information overwhelming. Due to the workload, employees usually forget to answer important questions that are needed in the future. Instead of remembering all at once, a human resources chatbot can answer questions in real time, resulting in faster decision-making for employees.

There are obviously questions that the robot will not be able to process instantly. However, HR bots are trained to answer common questions such as “When will we get paid? “. This feature helps the HR team work on more urgent and strategic issues.

Collect employee data to create more efficient processes

Chatbots collect real-time data to see what types of questions employees frequently ask. By collecting the frequently asked question, HR can determine what is wrong and solve the problem before things get worse. Human resources teams can use employee data to analyze feelings in order to get an idea of ​​the employee satisfaction rate, for example.

Human resources can collect data via chatbots by asking for small information in order to fill out employee forms rather than giving it to the employee. A chatbot can ask questions on a daily basis and can be completed within one month.

The verdict

We can all agree that chatbots are very useful. However, they are not as smart as we would like them to be and it is not a shame as they are still new and can always be modified with the help of Artificial Intelligence. Nevertheless, the use of chatbots is easy and economical. If they reach their potential, they can be very effective in the area of human resources as well as in other areas.

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Should Your Chatbot Have A Personality?

Today, we spend an average of 2 hours per day on social networks and messaging services. But even if we are technically competent people, we are looking for even more human interaction. The same goes for technology. The trend of artificial intelligence is spreading more and more. This is supported by the McKinsey report which states that in 2016, companies invested $ 26 billion to $ 39 billion in artificial intelligence.

This branch has an important effect on many branches of technology, including web design or application development, but especially on communication between brands and their customers. This is also one of the main reasons for the growing popularity of chatbots. Most brands do their best to create more and more customized bots.

By creating a chatbot, many focus primarily on the subject of a conversation. We think about the questions that need to be asked and the meaning of the answers. Many companies forget to adapt the scenario to a particular situation with a specific customer. Although customers are different, they have something in common: each requires a completely natural form of interaction with a brand. We are more likely to visit sites or applications where customer service is efficient and personalized.

Currently, the main problem with chatbots is that customers tend to treat them like robots and do not feel comfortable during their conversations. As a result, sometimes customer service that uses robots is not necessarily faster or more attractive than other methods.

Creating a chatbot with a specific character is easier said than done. However, this is a crucial point for modern brands. On the other hand, only chatbots with a clearly defined personality are able to prove their intelligence and convince customers to speak with them honestly.

Let’s take the example of a robot with a specific character. Once we had an experience with my colleague and I asked Siri if he was Cortana … Siri seemed to get jealous. Now, we know he does not like users to confuse him with another artificial intelligence assistant. In addition, Siri’s reaction is consistent with the Apple brand, known for its individuality. Therefore, we can certainly say that Siri has a character.

Best Practices for Creating a Chatbot with a Character

Before you start designing your chatbot, you must thoroughly analyze all the conversations that have taken place with your customers. Use all the sources you have, such as your live chat archive, contact center records and correspondence if necessary. The scenario of the basic conversation should be based on your customer knowledge. Otherwise, your bot will not be useful to them.

You must be fully aware of your customer’s language, questions and expectations. Choose the conversations where your customers were most satisfied with your customer service. The preparation of branches in a conversation tree must be based primarily on these positive experiences.

There are many ways to ask a chatbot to make a reservation for a movie at the cinema. But this number is unlimited and some keywords remain repeated. If the film is primarily aimed at young people, try adding a few common words for that target audience to the scenario.

Do not try to create a chatbot that completely imitates your brand image. The chatbot must be your brand ambassador but not a member of your board. By analyzing past conversations with your customers, you should know exactly what features your customers love most about their conversations with your customer service employees. Then, do your best to implement them in your chatbot scenarios. When you have designed your robot, check several dozen times how the conversation works. You must be completely sure that the scenario is correct before making it public.

By observing the progress of artificial intelligence, we can predict that in the near future, chatbots will be one of the main things to manage when creating a business brand. They even have the potential to replace the traditional “user interface”, becoming something more crucial for the interaction between brands and customers.

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Chatbots and their Roles in Multiple Industries for Business

Two new industries – healthcare and banking – are on the verge of becoming the next big users of chatbots. Why these industries?

Chatbots have been recently been useful for industries across the board, here’s a look at the Chatbots in different industries and how they are helping business.

E-commerce

1800Flowers was one of the first companies to use chatbots for direct sales. You can browse and buy your flowers without ever talking to a person or even visiting the site. There are multiple Chatbots for retail and e-commerce like ordering a Pizza to  shopping for clothes.

The press

Many applications like Wall Street Journal and CNN rely on chatbots to help users customize their news and offer daily updates. There are also applications, such as Line and Quartz, specifically designed to help you receive daily news via a chat interface.

Tourism

Chatbots such as KAYAK, SnapTravel, Skyscanner are used as personal travel assistants to get prices, reviews and keep abreast of the changing weather and other things that could affect your trip.

Although chatbots can not completely replace human customer service to solve problems, they can quickly become an invaluable tool for frequently asked questions or for performing basic tasks such as communication.

Chatbots in the health industry

Although you do not imagine asking a health question at a chatbot, note that health is one of the biggest growing chatbot markets in the world. You will not receive any prescription or diagnosis from a chatbot, but for common questions or even to locate patients or healthcare professionals, chatbots could easily find their way into a medical practice.

Chatbots in the banking sector

The bank via chatbots is infinitely faster for the bank and its customers. Why call your bank or connect to a mobile portal to find your balance when you can send a message on your bank’s chatbot with your request?

Chatbots in the banking sector are designed to handle everything from deposit checks to money transfer and processing of basic questions. They can even be used to avoid fraudulent transactions without having to spend more than 20 minutes on the phone.

The biggest obstacle with these types of chatbot is to make sure the servers need to be secure. For example, if a stolen phone is used, the thief can not talk to your bank’s chatbot, so there may be conversational security checks to prevent this from happening. Chatbots quickly become one of the most versatile tools in the digital age. When properly programmed, they can be valuable tools for almost every industry. If you spend a good part of your day answering the same questions to your customers, it might be worth investing in a conversational robot for your business.

 

Steps To Creating An E-Commerce Chatbot

Have you ever talked to a chatbot without getting the appropriate answer?

In this article, we will give you some guidelines that you can follow when creating your chatbot. This will help your customers keep their cool if the Chatbot doesn’t understand what the users are saying.  When you create your chatbot, you need to know your customers. Is your core customer a 50-year-old woman who does not use the new technology so much? Ok, in this case your bot must also be 50 years old.

A good menu = a happy customer

When your customer starts chatting with your e-commerce chatbot, it’s because he is interested in your products. To help a client avoid getting stuck in a conversation with your chatbot, your persistent menu needs to be well thought out.

Having things like “Categories”, “Opening Hours” and “Getting to the Site” will definitely help your customer find what he or she is looking for. You might think that “Going to the site” is weird, but you have to accept that your chatbot is not perfect, it does not understand everything and can hang. The redirection of your customer on your website can therefore be a good way to display your products, for example.

Today’s chatbots are not human

Your chatbot will never be human, or at least for now. The experience of users improves over time and the technology of the bots never ceases to exceed to understand the human language. When your robot does not understand something, it should respond with something like “I did not understand what you’re saying. Do not hesitate to visit our website www.yourwebsite.com or if you want to chat with a real person, I can easily do it “.

Answering something like “ok” when your chatbot does not understand is to be avoided, this will be experienced as a bad experience for the client.

Today, you should always compare your chatbot to a machine that can only follow a set of rules. It can not be human, so do not try to make it human. In the beginning, your robot may not understand a few simple conversations, you have to train your bot and develop it, it is the best technology to understand your customers.

Creating a good chatbot is not easy! But the teams at Oh my Bot! are always here to help you!

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How Do Chatbots Improve Customer Experience In Different Industries?

Many of us have already had conversations with robots, via Siri or Alexa. But have you heard of how chatbots revolutionize the customer experience?

Answering questions, solving customer problems, recommending products, chatbots can do many tasks. The use of email applications such as WhatsApp, Kik and Facebook Messenger has grown significantly in recent years, with email applications now surpassing social media. In addition, chatbots start-ups are developing and licensing their technology to large enterprises, which facilitates the development of chatbots. Chatbot technology is constantly improving, and can be deployed in all industries.

Each industry has a different use of chatbots. Take the examples of insurance, banking, retail and education.

Chatbots for the Insurance Industry

Navigating the world of insurance can be confusing for many customers, but chatbots mitigate this confusion and provide information, recommendations in a more accessible and user-friendly format. A handful of insurance companies today turn to the chatbots to automate their processes and remove red tape for an improved customer experience. Chatbots have also entered the world of small business insurance to facilitate processes by replacing physical insurance agents by chatbots using Facebook Messenger.

Chatbots for Banks

The growth of chatbots in the banking industry is great. A recent study revealed that in the near future, people will receive their paycheck via chatbot. The chatbot goes beyond the basic functions of mobile banking to maintain personalized discussions about each client’s finances. Chatbots can use predictive analytics and cognitive messages to perform tasks ranging from making payments to repaying credits, and even notifying customers of personalized savings opportunities.

Chatbots in the Retail world

From clothing stores to restaurants, chatbots are a revolution in the retail world. The use of email applications like Kik, Facebook Messenger, Snapchat, WhatsApp, which reveal excellent customer experiences. In fact, the biggest advantage of chatbots is not the mobile aspect, but personalization. Chatbots can store huge amounts of customer data and generate interactions, the chatbot is able to tailor its responses and recommendations to provide an enhanced customer experience. In a world of hyper-personalization, being able to create a personal relationship with customers is a great strength for business.

Chatbots in Tourism

Gone are the days when we spent days looking for recommendations in travel guides! Travel websites are showing lower utilization these days as more and more travelers move to mobile for travel planning. Chatbots can answer questions and provide advice and recommendations in real time. Instead of booking a hotel weeks in advance, users can now send a message to a chatbot to get information about the hotel and book a stay the day before they leave. Travelers become younger and more comfortable with technology, which means there is a huge demand for chatbots in the tourism industry.

Chatbots in Education

Nowadays, young people are connected to their smartphones continuously, which is why we are seeing an increase in the use of chatbots in higher education, where they are very adapted to this demography. As teenagers and students turn away from social media to mobile messages because of their more private and controlled nature, these young people are looking for ways to integrate ubiquitous technology into their learning. While chatbots are not widely used in education at the moment, there are multiple robots for teaching, and those that exist have incredibly succeeded in reaching students in a learning method that they understand and appreciate .

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Elements To Take Into Account While Creating a Chatbot

Launching a new digitized consumer service and sales solutions on a messaging platform can be an exciting but also tricky step especially if your business is new to the digital world and in sales solutions. But setting up chatbots to reduce the consumer’s effort and increasing the speed with which it gets the desired help is not as difficult as you might think.

Here are some things to keep in mind to make sure you create an efficient and easy-to-use bot:

1. Build your bot from conversations with your consumers rather than from the most frequently asked questions (FAQs)

Your chatbot is created to hold conversations with your consumers and not to provide closed responses. Articles about FAQs and basic knowledge are written in order to generate a detailed and unique message to a large audience and this is a problem. Effectively, conversations that you can have with a chatbot should look like benefits to texting that you send rather than to a Wikipedia page. The establishment of an active dialogue between the Internet user and the chatbot must follow the specific route of the consumer with the least effort for the consumer and the improvement of the offer of services and solutions proposed by the chatbot. While it is important to accompany chatbot responses with content such as product pages or database media, the majority of your chatbot responses should be based on actual conversations your real agents might have with your consumers. So you have to start creating your chatbot with transcripts of live conversations, voice calls and correspondence by mail.

2. Perfection is the enemy of good

The content of answers usually comes from one of these three sources: from the company with internal articles on basic knowledge and company policy, from the actual agent with transcripts of conversations chats or calls or Well the last source is that of the consumer with conso returns or post-purchase surveys. There is a strong tendency today to create chatbots thanks to the knowledge of the company and this is a mistake. It is preferable to rely on analyzes of agents and conversations that have already existed and so leave the minimum space to the source of the company if we want to create an effective bot that interacts correctly with consumers. It is necessary to leave the learning part of the machine to be done thanks to the data collected by real agents. The more conversations your virtual assistant will have, the easier it will be to make quick changes that will improve the accuracy of the bot’s responses, which will reduce time for consumers and thus increase consumer satisfaction.

3. Be agile

In the call center, supervisors train new agents every day to speak as if it were their first call in order to ensure quality and effectiveness in the answers offered. You must follow the same approach with a chatbot. Once the bot is launched, it is necessary to pay attention to the questions or complaints most often received and to study which conversations receive the most negative feedback. It may be worthwhile to have a subject expert in your company accompanied by a digital consumer service expert to quickly coordinate updates and improvements, adding adjustments to the answers for common questions, and approving Recommended by the machine.

4. When can you expect a return on investment after launching a bot?

The period of profitability is often dependent on the price model you have chosen for your program. Traditional software costs, maintenance costs and professional services costs can take months or even years to be profitable, depending on the bot’s launch framework and the rate of convinced consumers. However, payment models for performance are highly coveted by companies (contacts, sales conversion, qualified management etc.) because they mean no extra costs and a return on investment from the first conversations with the bot.

5. Be a Risk Taker

When your chatbot is live and actively helps your business to have interesting conversations and a smart, intelligent service, there is still one small thing to do about opening quick access to tools like your website Or mobile application. Many conversations that arrive on the bot allow to have data and the intelligence of the way of the consumer makes it possible to improve the solutions proposed by the bot. Finally, it is necessary to create a bot easy to access, intelligent and conversational. It is true that consumers are true followers of this new means of communication since they are fond of contacts like the bot due to its ease of use and efficiency.

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Chatbots and the Future of Marketing

The advancement of digital marketing is intriguing. In the years 2000, it was dominated by the SEM and the SEO. In the early years of 2010, this has migrated to social networks. And, more recently, we have seen mobile marketing appear with the advent of applications.

As we all know, we are now in the era of messaging. And of course, marketing and the interface with the consumer take advantage of this new era in the form of Chatbots. The behavior of the buyer was marked by a shift from social networks to messaging platforms such as Facebook Messenger, Apple iMessage, Slack, and so on. As a result, technology companies are now building Chatbots on these platforms to provide smarter, more engaging channels, but also to deliver more efficient customer services. Needless to say, they are now an integral part of business marketing strategies.

Whatever the type of industry, brands today benefit from Chatbots and these are an integral part of their CRM systems to manage loyalty programs, repair forums, product launches, and more. The list is endless. Chatbots offer a real commitment beyond clicks and views. With personalized conversation, they help brands inform customers directly. Overall, they provide a strong personalizing power of the brand towards consumers.

Sephora has created a robot on Kik and shares beauty tips with teenagers. The robot first identifies the teenager’s focus: eyes, skin, hair, nails, and so on. – and only offers relevant products, beauty tips and tutorials. Facebook Messenger, which now has nearly 11,000 bots, has become the first place for companies to develop robots. This can be a good place to start when looking at the development of Chatbots embedded in Messenger applications.

Chatbots are optimized for mobiles. So you do not have to solve the additional problem of optimizing them on the mobile. More importantly, they are easy to implement.

By integrating Chatbots on all social media platforms and interconnecting them, marketers can update brand messages across all platforms. This ensures you have a coherent brand voice. As you note, there are few disadvantages, given the consumer’s dependence on technology.

The future of Chatbots is still a curiosity, as technology evolves and the robots themselves become “smarter” and more “human” in their analyzes and responses and we can’t wait to see how brands utilise this in the best of their ability.