9 key benefits why small-scale companies should employ chatbots

WHAT IS CHATBOT?

Let's start by defining what a chatbot is. A chatbot, or "bot," is a software application used to carry on an online conversation. Chatbots are designed to simulate human conversations, but on a large scale, by automating different conversation paths. Most of the time, the goal of a chatbot is to provide personalized service and help website visitors. But they are just as effective when used in sales, lead generation, and in the recruiting process as well. The use cases for chatbots are basically unlimited. Some people may be intimidated by bots and machine conversations. However, chances are that since you are already here, you are not one of these people. The surprising thing is that website visitors often don't care if it's a machine or a person, as long as they can get help quickly. we "BE DIGITAL" as a digital marketing agency we are expertise on creating suitable chatbots for companies websites in different industries. 

                                          ADVANTAGES FOR COMPANIES

 SALES INCREASE

Bots can be a seamless platform for making recommendations to users who can intelligently introduce them to your company's new products and services. Bots can also increase sales due to their 24/7 availability and quick reactions. Customers hate waiting, and long wait times cause lost sales. Business leaders claim that chatbots increased sales by an average of 67%.

 INTERACTION WITH CUSTOMERS

Bots offer another channel to reach your customers. Bots can be used to increase customer loyalty with timely offers and suggestions. Chatbots real-time customer communication helps the customer find what he is looking for and also evaluates various suggestions. A case study shows that Zurich Insurance UK recorded 765 customer interactions (an increase of 20 percent) with the Zara (Zurich Automated Response Agent) chatbot in 6 weeks.

CUSTOMER LEADS

Bot platforms like Kik or Facebook Messenger are among the most popular applications. Continued activity on these platforms helps companies reach new customers that the company might not otherwise want to reach via email or phone call. A TELUS International survey found that 38 percent of Millennials provide comments on social media once a week. The number of responses was found to have increased in the last 12 months. Since Facebook has more than 300,000 chatbots, chatbots seem like a way to reach new customers.

UNDERSTANDING OF CUSTOMERS

Your customers rarely speak to your company. Chatbots provide your business with detailed and actionable records of your customers' biggest problems and help your business improve its products and services. Sales opportunities are proportional to the data provided by the consumer, and chatbots can improve the customer data rate. Chatbots are ideal tools for companies to meet customer expectations. With the data provided by the chatbot's customer interaction, specific customer goals can be planned. Thanks to chatbots, you can give feedback to the organization and plan improvements by drawing some conclusions from the data.

SAVINGS IN COST

The need for companies to expand their customer service department can be met by introducing increasingly powerful bots that handle increasingly complex requests. The implementation of chatbots generates certain investment costs. However, these costs may be less compared to the consumer's salary, infrastructure, and education. Apart from the implementation of investment costs, the additional costs of chatbots are quite low. These elements can include topics such as maintaining the security of the chatbot and improving it. However, it is not optimistic to assume that costs will decrease in the long run. Juniper Research claimed that cost savings from using chatbots in the banking industry are estimated at $ 209 million in 2019 and will reach $ 7.3 billion globally by 2023.

                                          ADVANTAGES FOR CUSTOMER

24/7 AVAILABILITY

According to studies, more than 50% of customers expect a business to be available 24 hours a day. Waiting minutes for the next available operator is not a solved problem, but chatbots are the best candidates to solve that problem. Maintaining a response system 24 hours a day, 7 days a week, implies continuous communication between the seller and the customer. This benefit is, of course, proportional to how good the bots are. Bots that cannot handle simple customer inquiries do not add any added value, even if they are available 24 hours a day. The main question at this point is how well chatbots can understand and solve customer problems. Lastly, highlighting 24/7 availability can lead to backlash when bots fail due to security issues or maintenance work.

 QUICK REPLAY

An operator can focus on one customer at a time and answer a question. However, a chatbot can answer thousands of questions at the same time. Thanks to the speed of the cloud, the Internet and software mechanisms, answers can be provided immediately.

CONSISTENT REPLIES                                             

When a customer talks to a customer service representative, they cannot be sure that other employees will provide similar and consistent responses. If a customer service representative is not helpful, a customer may be tempted to call back to see if the next representative is better.

RESPONSES ARE RECORDED

When speaking with a customer service representative, a customer does not get a recording of the conversation and most people would prefer not to record their conversations. However, a customer can take a screenshot at any time to recall the conversation or question a response from the bot.

MULTI LANGUAGE                                                 

One of the benefits of chatbots is that they can support multiple languages, which is especially useful for global brands. Chatbots can ask the user at the beginning of the conversation what language they prefer, or they can recognize the user's language from their input phrases.

LOTS OF PATIENCE                                                       

While customer reps and clients sometimes lose their patience, bots aren't quite ready yet. The impatience of the agent and the consumer to solve a problem is human error. The representative is expected to have as much patience as possible for the company to keep customer satisfaction high. Chatbots can show the patience that no human can offer. At this point, a problem with human-operated consumer service can be solved directly.

 FEW EXAMPLES OF CHATBOT 

REVENUE’S VOICE BOT: IMPROVE IRELAND’S TAX PAYER EXPERIENCE

 The Irish Revenue Agency has shown that Voice Bot technology can provide a fully automated service that provides customers with an efficient and effective experience. Here is a summary of some of the results:

 • Up to 50% of calls were handled end-to-end by Voice Bot.

 • 70% of first-time applicants used Voice Bot when submitting their application.

 • 75% of tax return owners were able to call their tax return access number (TCAN).

 • Only 10% of calls were diverted due to misunderstanding.

                     CLICK HERE TO KNOW HOW THE CHATBOT WORKS

 The project won the award for the best use of artificial intelligence in government at the Cognex Awards 2019 in London. However, one of the biggest challenges in expanding beyond a pilot is the requirement to implement a secure authentication model that is appropriate for these new technologies. The success of the project has encouraged the Irish tax authorities to use this technology in future.

DOROTHY : IRELAND’S FIRST HOTEL BOOKING BOT

Dorothy' gives us the opportunity to have face-to-face conversations with our guests, which dramatically changes the way we can deliver the entire customer journey before, during and after their stay. Our goal is to make our guests' experience as seamless as possible by providing them with the technology to interact with us on the channel of their choice. We take care of you in the way that is most comfortable for you. "Dorothy" is a new kind of receptionist, manager and concierge, and she allows us to offer classic old school hospitality but delivered in a contemporary and innovative way. "

Initially, Webio's first hotel robot in The. Kingsley, the Cork City Center of the Fota Collection, will launch across the Fota Collection in February.

SKYSCANNER: TRAVEL CHATBOT

Skyscanner's chatbot makes finding flights easy. Just tell it where you want to go, where you are flying from and the details of your trip. It will prompt you with questions for your answers. If you're not sure where to go, just type "somewhere" and recommendations will appear for you. You will then be given a list of flight options from various airlines at different prices. From here you will be redirected to the website to book from there.

SPINOFF: TRAVEL CHATBOT

This spinoff from the Hipmunk booking website and smartphone app features a cute squirrel to help you book rides via Facebook Messenger, Slack, or Skype. I used skype. Before I could say hello, the animal advised me to formulate my travel plans precisely. If it's you (I requested a flight), start "looking up dates" and "brb" with a list of the "least harrowing itinerary." The list shows times and prices (in dollars) and directs you to the website where you can also fly.

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References:

•  Dl.acm.org. 2021. The Rise of Bots | Proceedings of the 2017 Conference on Designing Interactive Systems. [online] Available at: <https://dl.acm.org/doi/abs/10.1145/3064663.3064672?casa_token=8dM3z2tBaD8AAAAA%3AVfAhzqBLPe30DncEhXkI2pi2dkJwR-Rz2ZJc6fldwjZ9s55q2Y9hMdwwzwerpXYUJvxyI8SjJovqfg> [Accessed 25 November 2021].
• Lexico Dictionaries | English. 2021. CHATBOT English Definition and Meaning | Lexico.com. [online] Available at: <https://www.lexico.com/en/definition/chatbot> [Accessed 25 November 2021].
•  Brandtzaeg, P. and Følstad, A., 2021. Why People Use Chatbots.<https://www.lexico.com/en/definition/chatbot> [Accessed 25 November 2021].
• Fernandes, A. (2018). NLP, NLU, NLG and how Chatbots work. [online] Medium. Available at: https://chatbotslife.com/nlp-nlu-nlg-and-how-chatbots-work-dd7861dfc9df.
• Webio.com. 2021. Meet 'Dorothy' Ireland's First Hotel Booking Bot Powered by Webio | Conversational Middleware News. [online] Available at: <https://www.webio.com/news/meet-dorothy-the-worlds-first-hotel-booking-bot-powered-by-webio.html> [Accessed 25 November 2021].
• The Irish Times. 2021. Travel chatbots: What are they and do they really work?. [online] Available at: <https://www.irishtimes.com/business/technology/travel-chatbots-what-are-they-and-do-they-really-work-1.3140938> [Accessed 25 November 2021].
• ChatbotGuide.org. 2021. Skyscanner Chatbot — ChatbotGuide.org. [online] Available at: <https://www.chatbotguide.org/skyscanner-chatbot> [Accessed 25 November 2021].

-Rushi  Adduri, November of 2021