Chatbots are communication robots technically based on artificial intelligence that can respond to any particular query from viewers, be it on a website or a mobile application. Chatbots are getting smarter every day. With the help of evolving algorithms and a broader spectrum of provided information and data, they are now even known to develop and adapt to their own 'personalities'. In fact, Alexa and Google Home are extended versions of chatbots with technology that even provides answers through the human voice.
Deciphering the advantages of the chatbot
Chatbots have served various industries, in various ways. Here we list its advantages that seem to cement its space in the digital times ahead:
1. Instant response
Chatbots provide an instant response to a customer or viewer of a certain web page or application. They provide help right then and there. A higher response rate leads to higher service satisfaction for customers and higher user retention rates for the business in question.
Reports suggest that more than half of viewers tend to lose interest in a page if it takes more than 5 seconds to load. Chatbots provide an instant response, even if there are a large number of simultaneous visitors viewing a page. Customers don't have to call customer service helplines and wait for assistance.
2. The perfect seller
Your website or your app is your pseudo-store that sells your products and services. But this pseudo-store does not have a salesperson or salesperson to help customers focus on their products. Your chatbot could be the perfect seller.
3. Provide valuable user data
Chatbots are software packages that interact with customers to solve their problems as a salesperson. But they also tend to aggregate a large amount of data of choice and user requirements, which can be processed through appropriate algorithms and used by parent companies to understand user behavior patterns. For example: an insurance company's website chatbot can help its parent companies on their most viewed products, as well as on product details that lead to user confusion or unlinking. Then, appropriate changes could be made to promote audience and user loyalty.
4. Chatbot options
There are various types of chatbots available on the market as of now. A company can choose a simple one with a simple set of problems to solve or a complex AI-backed one whose backend is solved with a greater user experience. A company can even employ a simple chatbot for simple problems that would further escalate complex problems to a dedicated customer service employee. Choice and utility belong to customer requirements and funds.
5. A one-time cost
Chatbots are easier to maintain than an employee, as they only require a major cost inclusion (when developed). Chatbot maintenance is generally very low cost, compared to the high salaries that must be paid to each of the customer service representatives.
6. Availability
Since chatbots are software packages that don't get tired, they provide 24x7 availability of customer support and other planned services, without much effort. In this era of globalization and digitization, when any client can visit your pages at any time; Chatbots help provide customer support anytime, anytime.
Chatbots also have downsides.
1. No human touch
The main problem with a chatbot is that they are too "mechanical". They receive inputs, analyze problems, and provide answers like a machine. There is no emotional or human touch, whatsoever. For example: if a customer is anxious or unhappy with his purchase, it is necessary to first help him calm down and then solve the problem. Chatbots cannot provide this support. Reports suggest that more than 46% of users do not want to interact with chatbots, even if they can solve problems.
If in some way, user queries are not in line with issues that have already been presented to them, the chatbot may not be able to fully resolve the query. For the most part, they are incapable of improvising, unless and until they are supported by very complex AI algorithms.
2. Understand the problems
Chatbots use NLP or natural language processing algorithms to understand human language and words and then turn them into commands for further analysis. Due to differences in dialects and language versions, chatbots are sometimes unable to decipher the correct meaning of spoken words, leading to questionable commands. Here, chatbots can end up giving wrong answers.
3. High initial cost and maintenance
Developing and maintaining chatbots is expensive. They require specific platforms, technological tools and experts to develop. You should hire app developers with care in order to develop an effective chatbot system that meets all user requirements. They must also be maintained by providing constant maintenance of the data.
Conclution:
Businesses prefer to use chatbots these days. With costly and proliferating human resources with issues such as leave, loyalty, etc .; Chatbots seem to be their last breath. But, as of now, chatbots can only handle simple problems well. In order to provide human-to-human feeling and understanding in complex scenarios; A chatbot team, as well as a smaller customer service department, could be the optimal solution. Together they could handle all situations, clients and complexities up to the hilt. But, the choice of the two is still yours, the business owner. We hope this article helps you make a smart decision.
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