Since we’re living in the era of launching cars into space, exploring the idea of sending pilgrims to inhabit Mars, and mining for things like digital money (instead of gold), it’s not far-fetched to believe that person on the other side of the chatbox you’re talking to is really a robot.
What are Chatbots?
At the most basic level, a chatbot is artificial intelligence (AI) that simulates conversation and allows us (humans) to interact as if we were communicating to a real-live person.
Not all chatbots are created equal. Today’s chatbots use machine learning and other technologies to appear smarter, more responsive, and more useful. Companies are leveraging technological advances to enhance customer interactions, quickly answer commonly asked questions, and extend the traditional customer service office hours of 9 to 5. (After all, robots don’t need sleep.)
How do chatbots respond to questions?
Chatbots sole life purpose is to answer questions. Thanks to uber-cool technology, our expectations have evolved into requiring immediate responses to problems and inquires.
Remember life before chatbots? Most customer service teams would keep call logs that documented hundreds and thousands of calls they would get each day.
Fortunately, these logs helped to give programmers the start of what they needed to develop a machine learning to process and connect the intent of a question with an appropriate answer.
Known as “data parsing,” this process uses complex algorithms to interpret and identify the question and offer a response with an authentic human-like and (most of the time) appropriate tone.
Have you heard?
While bots are here to stay, they don’t fit every business model.
A lot of companies, JH Specialty included, have moved to a hybrid chatbot model. This model allows employees to engage in real-time with customers through a chat feature during normal business hours and a chatbot when the office is closed.
Common chats revolve around the operational functionality of our MOCE website like resetting passwords, sending login credentials, making updates to landing pages, and help with processing ship to store and ecommerce questions.
Afterhours, a chatbot by the name of Mr. MOCE responds. At the end of each chat, Mr. MOCE will ensure the question was addressed appropriately. If any unresolved questions remain, a ticket triggers a prompt to our team and they’re prepared to respond the very next business day.
Overall, we’ve found the hybrid chatbot model functionality has increased office efficiency and provided a well-rounded customer experience. Our customers love being able to have their question answered while their customer shops or waits in line to make their purchase.
Pros of Using Chatbots
Faster Customer Service
Chatbots can save teams (and companies) valuable time which allows phone lines to be open for more complex questions customers might have.
Always Available
Unlike humans, chatbots can respond to inquiries 24 hours a day, 7 days a week, 365 days a year.
Better Customer Service
Nobody likes making a call just to be put on hold for hours. With a chatbot, there’s no waiting, no ceiling on how many questions or customers the chatbot can handle in any given day, and no overtime.
Cons of Using Chatbots
Lack of Emotion
Don’t expect a lot of personalization or emotion when you’re dealing with a chatbot. The lack of empathy can be frustrating for some, especially if voicing a product complaint or concern, which has the potential to result in a negative customer experience.
Maintenance
Just like your phone or computer, chatbots require frequent updates to make sure they’re relaying the most accurate information.
Limited Functionality
Chatbots were originally designed to respond with facts to simple questions. Advances in technology have expanded this functionality a bit, but most of the time, chatbots aren’t able to respond to multi-part questions.
Let’s Collaborate!
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