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Companies are always gripped by a new, cutting-edge technology that promises to revolutionize the way they conduct business. This could be the promise of better customer service, more sales, growth and so on.
But the latest technology that has captured our attention — automated bots in messaging apps like Facebook — is poised to do all of the above.
A messenger bot is a piece of software that uses artificial intelligence (AI) to communicate with customers. Simply put, these bots understand what is being asked and can then formulate a response in a very human way.
As you will see, automated bots have the potential to completely revolutionize the face of customer service, marketing and sales as we know it — and for the better. Automation is very much the way of the future.
What makes Facebook Messenger bots different from other trends is the fact that the technology has the capacity to transform not only the way businesses market themselves but also the way they conduct customer service.
Businesses know that they have to go where their customers are. Traditionally, that space has been people’s inboxes. Today, however, that place is Facebook Messenger. In fact, 73% of people prefer live chat based on overall satisfaction, more than both phone or email.
Facebook Messenger currently has 1.2 billion active users every single month.
When it comes to customer service, it’s important to recognize that consumer behavior is changing. We can see this with Google’s emphasis on voice search. Simply put, people want information delivered in the fastest way possible. The most powerful aspect of automated bots is that they provide a direct line of communication between the problem and the solution. People don’t have to be put on hold.
Automated bots provide real-time answers and do so in a conversational way. The latter is particularly important because today’s customers want a blend of the human touch of the past and yet options for self-service at the same time.
Automated bots offer exactly what today’s consumers are looking for. These automated bots can be humanized — you can give them a name and an avatar to provide a more human-like experience — while still being able to answer questions in an instant.
Who would believe that few years down the line, would result in the better development of artificial intelligence aiding chatbots to broaden the horizons of significant business houses? This shows how less comedic the chatbots have gradually developed, from past to present. As a result of our current understanding of a chatbot is quite simple, a chatbot known as a talk-bot, interactive agent, or Artificial Conversational Entity.
It’s a computer program which conducts a conversation via auditory or textual methods. These programs are designed to convincingly simulate how a human would behave as a conversational partner, thereby passing the ‘Turing test.’ Chatbots are typically used in dialog systems for various practical purposes including customer service and information