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.

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.

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!

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 .

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.

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.

4 Steps to Create the Perfect Chatbot for your Business

Tweet “The Future of Chatbots” and watch the results. Chatbots are the future of every business. They are everywhere. Very regularly, there is a new technology offering a new solution that pushes chatbots to be more useful and powerful.

Most discussions on chatbots are focused on Artificial Intelligence, and although it is good to build a chatbot, the chatbot is much more than a text conversation.

Imagine yourself entering a mall. You look right and see the man collection. You look left and see the woman’s collection. Now, close your eyes. Can you navigate to the child collection? Although you are familiar with this mall, it is unlikely that you can find your way!

Walking in a mall with your eyes closed is similar to most of the conversation interfaces that are found today. Everything you need is available, but without the proper guidance, discovering information is difficult. Let’s think about what exactly a Chatbot is.

You will probably answer either of these two answers: it is a conversation robot, or it is a computer program designed to simulate conversations with human users. In reality, a chatbot is an e-mail application, sometimes called a chat interface, designed to simplify complex predefined tasks. Chatbots are very useful with regard to simple activities, such as ordering meals or booking a taxi.

Chatbots are becoming more and more sophisticated, and the biggest companies such as Google, Facebook, Microsoft to Disney, Taco Bell and CNN are using them.

Let’s find the right way to build an effective Chatbot.

1. Find an identity for your Bot

A good robot must be carefully thought out. You have to ask a few questions:

Why should you build this robot?
Who is your target audience?
What problems will the robot solve?
How do you present the robot: as a person or a robot?
These are things you need to define precisely before being absorbed into your bot’s development process. Define basic user cases and stick to them.

Your robot must know his identity and understand what is expected of him. When a user will ask questions such as “What is your name? “,” How can you help me? “,” What questions can I ask you? “, The robot must be able to respond.

2. Create your feed

A structured conversation flow is the core of building effective and engaging conversation interfaces.

Want to build a chatbot for a grocery store? Such a robot should allow users to order food products online and even automate their meal preparation planning. The core of the conversation should focus on buying food. Sometimes people leave conversations, so you should always include the possibility of short conversations. Your robot should trigger specific feelings specific to each user, then create hooks to take advantage of these feelings and make the customer experience better.

The conversation with chatbots is unlimited and your bot will probably not understand everything your users will ask. Plan these situations without breaking the flow of conversation. Even if your robot can no longer provide answers, you must make the experience as good as possible.

It is necessary that the flow breaks when the chatbots can not answer any more, but no matter how. For example, by triggering a message such as “Please excuse us, we have no answer to your question”. You must inform your users that your robot understands and that it is there to help them. Your bots should always drive the conversation forward. They should consider suggesting things to help users discover new features. It is then necessary to use phrases or suggest buttons that can be operated to redirect clients to a location that could solve their problem instead of leaving them with a white screen blank.

3. Attach importance to content

The basis of the chatbots is above all the content. Obviously, you want your robot to be as human as possible. Users need to have experiences with them again. You should use a friendly and inclusive language when you talk to your users to make them think they are chatting with someone familiar and not with a machine.

Is your robot able to correct its own mistakes? When your users are unhappy with the experience, will your robot recognize it and will it work to direct the conversation in a different direction or will it continue on the script like a robot without emotion?

Some chatbots have planned content instead of offering an emotionally appropriate response. Chatbots are there to save you time. Otherwise, they have no more interest than a site or application.When designing content for your chatbots, you must create limits to the conversation either by giving your user buttons commands that are selected and easy to use. Do not let the conversation open to interpretation. Without borders, your users can break their experience with your bot. Also be sure to repeat the information so that users feel more comfortable knowing that you understand them.

For example, if the user requests the robot to remind him of a meeting at 2:00 pm, the bot will send him a confirmation message stating “I will send you a reminder for your meeting today at 2:00 pm”. The chatbot must be able to provide all the necessary information in the messaging application, making it a pleasant experience for the user.

4. Select the correct channels

Once you have developed and coded your bot, you can then take the most exciting step, that is, selecting the desired channels! Facebook Messenger, Slack, Telegram, WeChat .. You must select the platforms according to your target audience and the experience offered to the user. We are moving towards a time when robots have a strong impact on the customer experience. It’s time to create the future of chatbots

The 4 steps of creating a chatbot can seem long and tedious, but they are paramount.

 

How Chatbots Can Boost Your Business

Chatbots are computer programs capable of conversing via artificial intelligence and have long been used in different forms. They are most commonly used in automated customer services, such as faster response to customers and dramatically reducing their waiting time. Chatbots are increasingly sophisticated and use high-level artificial intelligence. Besides, artificial intelligence is so good that many Chatbots are indistinguishable from human beings when they hold a conversation.

Why are Chatbots so interesting?

The answer lies in their versatility. They can be used to perform a multitude of functions in the areas of customer service, customer interaction and many marketing functions. Chatbots have enjoyed a high popularity since Facebook has authorized branded Chatbots on its Messenger application. However, there are also Chatbots of information, the best known are Siri, Cortana or Echo of Amazon. These chatbots are designed to meet customer needs and provide them with information about their research and expectations.

Here is some information about Chatbots and how they boost your marketing strategy. Chatbots are useful for:

Client service

How many times have you ended up with Vivaldi in your ears for half an hour while waiting for a customer service representative to answer you on the phone? It must be admitted, companies very often have poor customer service and this is all the more alarming, because often the calls relate to simple complaints to solve and are solved in 5 minutes barely. It is from there precisely that Chatbots revolutionize customer services: a simple sending of chat makes it possible to obtain an instantaneous response. By integrating the bots into your customer service, you will greatly improve customer satisfaction.

Getting to Know Your Customers

Chatbots can play an important role by analyzing customer data and optimizing sales and marketing strategies. Some Chatbots can be formatted to monitor consumers’ purchasing behaviors and intentions so they can learn their preferences. This allows you to review your strategies and know the consumer’s favorite products.

Custom ads

Chatbots are also essential in terms of personalized announcements. Chatbots work as follows: When a client accesses your chat with a request from the customer service, the Chatbot hosts the client, gathers the information and then asks the client to wait. During this interval, the client name and other information can be used to generate custom advertisements. Custom ads are often useful in sales conversions.

The important point here is that if Chatbots can be of excellent help for employees especially as an alternative to the waiting call, they must look real. If the chatbot is of poor quality and the customer realizes that it is a robot with whom he converses, then this can harm the brand image.

Proactive interaction

Most brands use passive interaction with the customer, meaning that they only respond to customers who ask questions but do not bother to go to other customers. However it is very important for a brand to have feedback from its customers and therefore to take the initiative to contact them. Chatbots are very useful for this kind of interaction with customers. This support is necessary in order to check whether the customer needs assistance or not, the customer will be all the more satisfied as the brand takes care to question him about his experience. This will only reinforce the customer’s sense of closeness to the brand.

Optimize your media

Chatbots are perfect for communicating with customers and collecting opinions. This strategy is very useful, especially for the optimization of a website. Getting feedback from customers will help you improve your website and satisfy your customers. For example, if you have a page that receives a lot of organic traffic but nobody buys, you can ask your Chatbot to collect information about why people leave the page without buying.

Proximity to customers

By using the information Chatbots collect from customers, you will be able to create customized messages for each consumer, which will allow you to increase your conversion rates.

Be available 24 hours a day

Mobile messaging applications are the most widely used applications. On average, they have a retention rate twice as high as all other applications.By maintaining a presence on a messaging application via a Chatbot, you can save money while remaining available to your customers 24 hours a day.

Chatbots, Artificial Intelligence & Messaging: Opportunities For Your Business

The digital world of today prefers instant messaging to voice exchange. The appearance of chatbots and Artificial Intelligence is there to meet these needs but it is a challenge for companies and developers who must find the perfect tool to respond to these changes.

Identification of opportunity

As these technologies continue to evolve, it is important to discuss the major challenges developers face in creating chatbots and using AI for businesses.

Customer service, which is already a focus for many developers, is the most obvious opportunity for chatbots and artificial intelligence for businesses. The first step is to identify the major problem for most companies and, in this case, the opportunity is clear: to improve customer service in order to reduce the high cost associated with malfunctioning.According to some studies, poor customer service will encourage consumers to no longer buy on an e-commerce site while customers satisfied with customer service will remain loyal and will even recommend the site to their loved ones.

Customer service paradox

The high cost associated with poor customer service will attract the attention of businesses, but the use case becomes stronger when we stop a little to focus on the real challenges faced by different customer services and why this gives rise to uncovered expectations. In today’s globalized marketplace, customers expect 24/7 customer service, but they also want personalized service and clear, accurate answers.

The cost to provide this level of service to customers with live agents is prohibitive. This is why more and more companies are experimenting with chatbots to reduce their costs, but also to maintain a personal touch by automation and self-service.

Businesses know that they need chatbots and artificial intelligence for their customer service if they want to fully satisfy their customers.

The gap between experience and expected experience plays an important role in the extent to which client satisfaction ratings continue to be severe, particularly when existing systems are used. However, many customers still prefer to deal with agents online and are not receptive to automated solutions, creating a dilemma for some companies. The best is to integrate both and leave the choice to customers.

The major concern is that chatbots and the AI ​​have a long way to go before being widely adopted by companies. These tools will take a little time to be able to provide real added value to businesses and gain the trust of customers. For example, the accuracy of speech recognition reaches 90%, but is it good enough to assume perfect customer service?

The other problem raised by some companies is the fact that the chatbots replace the agents. However, customer services should be more likely to see chatbots as a complement to the work of agents on-line, enabling them to maximize their effectiveness.

 Which solution should be adopted by companies?

Businesses can not afford to wait for accurate 100% language recognition to integrate chatbots into their customer service. Client expectations are changing too fast to wait, and companies must be ready to try new support solutions to satisfy their customers. Especially since for many of them, improving their customer service is an emergency.

The key is therefore to accept certain risks until the refinement of these applications.