Chatbots on the Rise
October 2018A Chatbot is designed with a set of Rules and Artificial Intelligence which allows users to communicate in real time via a chat interface. Chatbots are found on all types of sites and platforms with a seamless integration, such as Skype and Facebook Messenger. Chatbots change the way consumers use the internet assisting with tasks like sending money to ordering food to answer enquires.
Rising of ChatBots.
According to BizReport, 89% of consumers want to talk to virtual assistants to quickly find information instead on browsing through the web. The popularity is acquired from immediacy and simple convenience of retrieving relevant information, we have become thirsty for an immediate answer, which chatbots resolved.
Chatbots have no age barrier and can’t be used by all ages from Baby boomers to Millennials, though have a higher usage by Millennials alone.
Through research we have discovered that chatbots are preferred over online chats, social media, apps, emails web forms and telephones. Chatbots magazine has highlighted that messaging apps have out ranked social media in the way we communicate to each other.
“People are now spending more time in messaging apps than in social media and that is a huge turning point. Messaging apps are the platforms of the future and bots will be how their users access all sorts of services.”
– Peter Rojas,
Entrepreneur in Residence at Betaworks
Therefore, those businesses whom are looking to capitalise on the consumer behaviour of time spending, the rise of new technology where chatbots are the current big thing. So, don’t miss the boat. Within Facebook, David Marcus is the vice president of messaging products with chatbots today has offered an enhanced comprehensive user experience, giving us more detail and access to information. He said;
“Chatbots today are a complex and refined experience which has not only conversational elements, but has buttons, images, videos, leveraged from machine learning and AI.”
The Benefits speak for themselves…
The desire for an instant gratification leads the benefits rank for chatbots. The retrieval of information overtakes the desire of good customer experience with common features of instant service, speed and convenience.
So, when designing your chatbot, there are 3 core aspects you need to consider before going on board on your first AI experience?
1. What is the problem you are trying to resolve?
The first question is your most vital question, before you design your bot you must know what it will do to benefit you, what it will achieve? What will it do, will it assist in product purchasing or service an enquiry? Whatever the business goal is set for your business this will determine the type of chatbot you are going to design.
2. What are you customers wants?
Noted by Facebook, “Bots make it possible for you to be more personal, proactive, and streamlined in the way that you interact with people.” Though, it is quite important to understand that the key to ensuring repetitive with your consumers is to create intuitive and seamless bot interactions. This will mean putting in investment of time into researching, analysing, designing and testing your chatbots responses based upon the most common online enquiries your business receives.
Using A/B testing techniques with your chatbot responses will give you great standards to ensure your chatbot is performing the functions your end users desire.
3. To your users and yourself, what does success look like?
The success of your chatbot depends on what your users want from your chatbot. For example, If your bot is an online sales assistant and a sale was made – then it was successful. If your bot is designed to give specific information, then a positive user feedback translates to success. Chatbots are designed to give immediate feedback to the chatbot owner which allows you to evaluate the effectiveness of your bot and the end user experience.
Current Chatbots in action…
Chatbots are really on the rise, here is a few making waves…
• U Report allows anyone from anywhere in the world to respond to polls, report issues, support child rights and work as positive agents of change on behalf of people in their country.
• Trabble is a free 24/7 travel app that provides an online personal concierge service to users, giving recommendations for their travel based on their own individual preferences. Currently operating in Singapore with Tokyo on the way.
• ChatForWebsite is online Live chat where you can keep logged in and talk to your visitors live or set up a conversation which has set responses.
With apps of the technology still in its infancy there are many opportunities for utilising chatbots to enhance the customer journey. Contact our team to find out how Beyondebiz can help you to design your next chatbot