Research from InformationWeek shows that 62% of businesses said that improved employee collaboration is a top business driver for UC. And part of encouraging collaboration with your business’s clients is keeping communication clear and consistent. While you can’t expect employees to be available round the clock to provide 24/7 support, what you can do is invest in a chatbot for your site using a professional platform. Here’s what you need to know about investing in a chatbot for your site.
What Does a Chatbot Do?
At its most basic level, a chatbot is a type of program intended to closely replicate human speech and interaction. But chatbots provide more than just customer service; they can provide direction and engagement to customers at any time of the day or night to assist with a wide variety of services:
“The opportunities provided by chatbot systems go far beyond giving responses to customers’ inquiries. They are also used for other business tasks, like collecting information about users, helping to organize meetings and reducing overhead costs. There is no wonder that size of the chatbot market is growing exponentially,” says Medium.
Types of Chatbots
There are two basic types of chatbots: simple chatbots and smart chatbots. As its name implies, a simple chatbot is programmed based around pre-set keywords and phrases. These commands must be written by the developer properly, or else the chatbot won’t be able to understand and process the request. A smart chatbot, on the other hand, relies on technology associated with artificial intelligence. As opposed to responding to inquiries with pre-programmed answers, the smart chatbot will respond with substantial suggestions on relevant topics. It also records all of the words in the interaction to process and perfect for use later.
Could Your Business Benefit From a Chatbot?
As mentioned, chatbots help to improve customer service, but they offer two distinct benefits for your customers. Not only can a chatbot offer a more personal form of communication, but they prevent the customer from having to listen to a repeat phone message when they’re on hold. They also won’t have to dig through a long question and answer page to address their specific issue.
Ultimately, chatbots are among the many technological tools that truly innovative the customer service process. For more information about chatbots and other Cisco provisioning manager tools, contact us today.