Chatbots are becoming more and more popular in the customer service industry and for marketing purposes.
Being virtual assistants, chatbots, along with voice assistants, fall into the category of conversational agents. Companies of all types and sizes are increasingly looking to use them to communicate with customers or streamline internal workflows.
Their potential applications are extremely diverse:
Gone are the days when a chatbot simply said the words "Welcome, how can I help you?" and prompted you to either view the FAQ or redirect you to support. Like voice assistants, modern chatbots are complex systems controlled by artificial intelligence that anticipate the needs of the user and can respond appropriately in any situation.
The task of a chatbot is to conduct a natural dialogue with the user, fulfilling its purpose, for example, providing information or recommending products, or simply entertaining it.
The uniqueness of such human-machine communication lies in the fact that the machine, that is, the chatbot, is acquiring more and more human features and characteristics, which is very important for the client to perceive him as a full-fledged communication partner, and also to develop empathy and connection with them, which ultimately leads to a positive user experience. Therefore, chatbots must have machine learning capabilities and be able to work with NLP (Natural Language Processing) to anticipate users' natural voice requests, learn from the content of the requests, and respond in a pleasant, satisfying, and user-friendly tone.
A chatbot is often the first and only point of contact between your or client and your company. Therefore, especially in the context of chatbot marketing or conversational commerce, chatbots also face the challenge of creating additional touchpoints by keeping the user as long as possible.
For this reason, the integration of chatbots or voice bots into messaging services such as WhatsApp and Facebook Messenger is becoming more and more popular. Thanks to the technical development of artificial intelligence and the ever-expanding possibilities of personalization and, more importantly, individualization of communication with chatbots, chatbots and voice bots are increasingly moving beyond the usual customer service territory and showing their growing versatility in marketing. For example, you can use your bot for the following purposes:
If you want to implement an automated conversational system for your company, you should definitely develop a chatbot. Almost every platform for creating or developing chatbots now contains features that make it incredibly easy to implement a speech-to-text or text-to-voice interface after you develop your chatbot.
Speech recognition also gives you the advantage that typos are eliminated and misunderstandings are less common. From a user's point of view, the NLP integration makes sense as they find talking to a voice bot more personal and friendly than a regular text chatbot.
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