What Makes a Great Chatbot? Artificial Solutions
What is a Chatbot?
Although over a billion people are chatbot users, just to reaffirm, let us answer this question. Chatbot technology is a computer-based program that processes and simulates human-like conversion– written or verbal. It allows people to interact with digital devices as if they are conversing with real people. In other words, a basic text message mechanism is built to respond to the queries in predetermined ways using Artificial Intelligence to enable users to engage in a conversation.
In other words;
“A chatbot is a computer program that mimics a human conversation, including textual or spoken language, using artificial intelligence (AI) techniques such as Natural Language Processing (NLP), image and video processing, and audio analysis.”
One of the interesting features of chatbot technology is that it evolves itself from past interactions and becomes more intelligent. Just like any human agent would be trained with experience.
What Makes a Great Chatbot?
Since Artificial Intelligence has been receiving all the attention lately, AI-powered chatbots appear to be in the limelight. It has become the hot topic of the business world conversation; it has opened up new avenues of interaction level and customer engagement on business websites.
Now the question arises: what makes a chatbot successful? What are the features that you should look for in your chatbot technology? It is hard to answer this because it varies from business to business, depending on their needs. There are many variables that a company should consider during chatbot development that could affect the performance of the chatbot. Some best chatbot examples are Meena by Google, BlenderBot by Facebook and Tay by Microsoft.
Chatbot Features that Impact Your Bot Performance
Customers expect a great experience from their favourite brand website when enquiring about something. They want prompt responses and quick solutions to their problem.
To build a successful bot, here is a list of some key chatbot technology features;
- Visual flow builder
- VOmnichannel messaging support
- VLive chat handover
- VSentiment analysis
- VChatbot Marketing
Let us dive deep to understand the above features that make conversation successful.
AI Natural Language Processing
The primary goal of NLP is to enable computers to understand human language. It uses pre-programmed or acquired understanding to decode meaning and intent from factors such as sentence construction, context, idioms, etc. NLP research uses deep learning to optimize our understanding of typed or spoken user input in the context of public dialogue. It makes the chatbot an intelligent response to the audience within a nuanced understanding and context.
A chatbot developer creates NLP models that enable computers to interpret and even mimic how humans communicate.
Unlike familiar word processing functions, NLP doesn’t treat speech or text as a sequence of symbols. It also considers the natural language’s hierarchical structure – words create phrases, phrases from sentences, and sentences turn into coherent ideas.
In other words, NLP software doesn’t just look for keywords. It uses pre-programmed or acquired understanding to decode meaning and intent from factors such as sentence construction, context, idioms, etc.
Omni Channel Messaging Support
The omnichannel feature enables the chatbot to implement the AI tool on all social media platforms, including Facebook messenger, Instagram messages etc.
Interesting fact: Companies that use the Omnichannel strategy, achieve 91% higher customer retention every year.
Why is the Omni channel message feature important?
The omnichannel messaging feature lets you install the chatbot across the channel to ensure customers have a consistent experience.
Customers do not need to repeat their queries as chatbots can deliver contextual support.
Companies can provide better solutions with the help of Omni channel support by analyzing feedback surveys.
Live Chat Handover
Chatbot technology is built with an advanced AI that can easily handle almost all kinds of customer queries. However, in some cases, bots fail to handle out-of-the-ordinary problems, and then human agents come into action. For these rare situations, a well-defined backup plan helps the chatbot to decide who is the right human agent to transfer the query.
The Live chatbot handover plays an important role mainly in two scenarios;
- When the user prefers a human agent to listen to him and answer his query
- When the query is complex for the bot to solve
- The bots need to understand what type of issue the user is facing so it can forward it immediately to the suitable agent.
- The bot can collect the tags, keywords, and other variables from the conversation and forward the data to the agent during the problem handover.
- The conversation between the bot and the user should be visible to the agent so he can devise a quick solution.
As technology is advancing, so is chatbot development programming. One of the relatively advanced features of bots is sentiment analysis. It can determine the emotions of the user from his messages. It is about mining sentiments, thoughts, or opinions from the text data and then making the user satisfied on that level.
The company should program the bot to detect the critical sentiments of the user from his words and sentence structure. A chatbot can add significant value to customer service through sentiment analysis and enhance the experience. To perceive the satisfaction level of the customers from bot responses, businesses can ask them to score through feedback forms, surveys, and reviews to understand how well bots handle customers’ moods.
Gone are the days when the agents had to spend hours making a sale conversion. Chatbots have become so advanced that they can easily push prospective users seamlessly down to the sales funnel. It tremendously helps the business in saving time and money.
Utilizing chatbots for marketing can help scale the business with minimum effort and resources and offer various marketing activities, such as sharing updates, tracking orders, prompting sales pitches, surveys, etc.
Achieve Your Business Goals with Chatbot
Hopefully, this detailed guide has answered your query about what is a chatbot and what features make it great for the business. As the world is getting tech-savvy, every other company is increasingly taking advantage of chatbot features. However, you must assess which features are most suitable for your business.
Outstanding chatbot features are highly essential to achieve business success. You may consider researching innovative chatbot examples that are doing great for your business and take inspiration. Intelligent chatbots add value to the conversation and efficiently move prospective users to the sales funnel. If a company learns how to leverage the chatbot features, then nothing can stop that business from growing its customer base and achieving ROI.
Visit Dbix to learn more about how your business can reach its true potential through chatbots.
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