While thousands of businesses are closing their doors, thousands of windows are opening in the digital world to allow companies to stay afloat during the Covid-19 pandemic. The chatbot in particular is coming into its own.
What is a chatbot, and what does it do?
A Chatbot is an Artificial Intelligence algorithm that focuses on obtaining information and providing help through a conversational scheme that emulates natural language as much as possible.
In other words, it is a robot that responds to a user’s requests in the same manner that a customer service agent would.
A chatbot is a software programmed to interpret questions or orders in the form of commands that, via custom algorithms, result in responses or particular actions.
A chatbot’s capacity depends on the programming, which can range from basic to complex. Some of the most common features are:
- Providing an immediate response to requests by instant messaging (on social media, a website or even on WhatsApp).
- Providing a personalised welcome message on a web page.
- Responding to frequently asked questions.
- Guiding users through the buying process and helping them to finalise their orders online.
- Finding customers and providing them with custom suggestions according to their needs and profiles.
- Identifying when a user is having difficulty on the site and providing support.
The most sophisticated chatbots generally operate as personal assistants and can interpret a wide range of voice commands, but a basic chatbot will generally suffice to optimise a company’s digital strategy. In other words, a chatbot is an affordable and efficient tool.
How can a chatbot improve digital strategy during a lockdown?
A chatbot helps to manage an increase in online orders.
If a company implements the use of a chatbot during a lockdown, they are obtaining a tool that will provide long as well as short-term benefits.
Investing in a chatbot is a safe bet if the company needs to do the following:
- Lighten a manager’s workload or that of the sales and customer service team.
- Handle a major increase in online orders.
- Communicate immediately about the actions that the organisation is taking in response to the crisis.
- Guide the user through the new processes and services, such as home delivery (onboarding).
- Give customers the peace of mind that the organisation is available 24/7.
- Improve the user experience across all channels used in the company’s digital strategy.
It is worth noting that chatbots can be used for more than just business applications.
For example, the World Health Organisation launched a chatbot on WhatsApp that is designed to provide reliable information and answer any questions related to Covid-19.
The lockdowns around the world, including in Malaysia, have compelled many people who are not used to shopping online or using digital platforms to manage projects or procedures that depend on these platforms.
Workana’s experts can help companies set up chatbots that are easy for customers to use.
Click here to find out more about Workana to start hiring or enlisting as a freelancer.
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