Chatbots are computer programmes that receive and interpret commands that in turn provide specific responses.
The difference between chatbots is derived from their level of complexity and the type of channel on which they interact with the user (text, voice, multimedia).
Interactive text response or ‘multiple choice’
Interactive text response (ITR) chatbots are the most basic, but they are useful for guiding customers through standardised processes by using predefined responses.
For example, they can ask if the customer wants to order a pizza or check the menu, if a large or medium pizza is preferred, what toppings are wanted, if a side order is to be added, address, telephone number and so on.
Smart chatbots
Smart Chatbots are more complex than ITRs. Instead of just guiding the user, they can interpret requests through a more natural language.
For example, if the user types in the phrase “I want to order a large pepperoni pizza with extra cheese”, an ITR would not be able to respond adequately, but a smart chatbot would be capable of answering in a congruent way with a specific action: it would ask if a side dish should be added as well as beginning to fill out the order form.
These word-spotting chatbots are hybrids of ITR and Smart chatbots that work especially well when they are emulating a sales executive or customer service agent.
Some Smart chatbots also have the ability to learn, or, through statistical calculations of the past interactions, they can increase their current interactions based on user preferences or contextual trends.
Artificial Intelligence
AI are the most complex chatbots, and they generally operate as personal assistants. They use a voice as an interface and make things easier when it is time to order a pizza by handing over the request to Siri, Alexa, or Google.
However, it is almost always necessary to teach AI a skill or a particular ability that trains it to know how to act and what service to connect to when a specific request is being made.
How to integrate a chatbot into a digital strategy?
Okay, so the company understands that a chatbot is a good solution, but they may not know how to integrate one into their sales and service process. It is a lot less complicated than it sounds.
The advantage to using chatbots is that they can be configured to operate on the company’s website, social media accounts and even messaging apps such as WhatsApp Business.
Ideally, the company would identify where the most orders are received, the kind of questions customers ask and what kind of support is needed before setting up a chatbot.
For example, delivery orders for a small pizza chain are increasing on WhatsApp. A chatbot can respond to the messages, immediately offering menu options and automatically sending the orders.
This will significantly decrease the workload so all the people have to do is receive the orders and send them.
Who can help integrate a chatbot into a digital strategy?
At Workana, companies can find freelancers specialised in programming and creating this type of chatbot. Those who are not sure about what the best type of chatbot is for the company, just have to clarify their requirements in the project description and freelancers will send proposals explaining how they can help.
The company could also directly search for the most experienced freelancers to invite them to the project. Just go to “hire”> “find freelancers” and choose the professional field “Programming and Technology”.
In the skills box, is “Artificial Intelligence”, and in the keyword box on top, type in words such as:
- Chatbot
- Conversational UX
- Machine learning
Conclusion
A chatbot can help businesses and users get through this stage of learning and familiarising themselves with new service and sales channels.
Many companies will make the most of the apparent “inactivity” during lockdown to harness the power of digital tools and come back stronger, which is why the competition will be even greater, and having a plan in place to face this challenge is imperative.
Click here to find out more about Workana to start hiring or enlisting as a freelancer.
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