ChatBot What is it? How does it work?

A chatbot is an artificial intelligence capable of having a natural conversation with a user installed on websites or applications to perform a specific function.

They are an evolution of a system of Frequently Asked Questions or FAQsimplemented to function as a customer service without the need for human involvement.

They have two main functions

Firstly, to analyse user requests or queries.

Secondly, to generate an automatic response.

 

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ChatBots provide you with another channel to reach your customers.

Chatbot Types

Rule-based or pattern-matching. They use word or text patterns to generate an appropriate response to a pre-established pattern.

Based on language comprehension. They have the ability to understand and convert text written by users into data in order to link to an appropriate response.

Based on Language Processing.  They process language naturally, whether written or spoken, to structure it and provide a relevant response.

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47% of customers purchase through a ChatBot

Benefits of a Chatbot

According to Forbesthe 80% of marketers plan to start using a chatbot in their business by 2020..

Let's break down some of the benefits of implementing a Chatbot in your business and how this strategy can help you attract more customers and retain existing ones.

Agile tool that reduces your customers' waiting time. They are the perfect tool to offer your customers an immediate response with no waiting time at any time.

Cost and time optimisation. They are tools cost-effective. They help reduce costs by providing service to our customers without the need for human intervention. They operate 24 hours a day, 365 days a year.

Immediacy and conversion rate. Provide immediate answers and solutions to users. Improve the customer experience on our website, the attraction of potential customers and conversion rates or actual sales.

Reduces the bounce rate. When users get quick and immediate responses, we optimise their experience and increase the time they spend on our website. In this way we increase the chances of conversion.

Innovative tool. Few companies use Chatbot nowadays. Take advantage of it. Offering this service on your website is a way to differentiate yourself in today's market and improve the user experience on your business website.

How does a Chatbot work?

Regardless of the type of chatbot we want to implement in our business or the chatbot provider, most of them follow a common scheme.

The idea is therefore to establish a logical sequence of blocks that are interconnected to define a specific workflow.

We can also compare it to a organisation chart whose boxes are interconnected and draw the map that the user follows along the different elements that make up the information that our Chatbot responds to.

Chatbots generate many types of response. They can also respond with a text, an image, relevant product information, etc.

We can also schedule calls quick answerswhich are a set of automated responses that can appear in the form of links, buttons or specific text.

In short, these quick answers are related to specific predefined topics that are common and often appear in multiple queries. Automating these answers allows the user to access the solution to their query more quickly.

Subsequently, on the basis of these quick answers, more specific answers are generated that will define the flow of queries that the user will follow in relation to the purpose of the advice.

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The ChatBot has an open rate of 88%

How can a Chatbot help my business?

First of all, a chatbot is an assistant who operates 24 hours a day and we can define a large number of functions for it.

They can be systematised so that they can greet users of our website, thank them for placing an order, help them to place an order or update information about an order already placed.

They can also provide information about a product, answer frequently asked questions or FAQs, collect information from potential customers, etc.

As a result, we have at our disposal a tool that will saves costs and time for our customers, and consequently, a tool that will increases the chances of conversion and decreases the bounce rate. Likewise customisable according to the needs of our business.

At MarketZilla SEO AgencyWe offer a Chatbot service with up to 30 steps of conversation with fluent design and in any language.

Still not convinced of the benefits of this great tool? Contact us and learn more about Chatbot.

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