ChatBot itself is an abbreviation of chatterbot which is artificial intelligence or AI (artificial intelligence). Apart from being called a AI ChatBot, some people also call this thing a talkbot, bot, and many others. Chatbots are interactive applications designed to interact with humans over multiple platforms.
AI Powered ChatBot
This includes messaging services using text as a communication method. So, it can be concluded that a chatbot is a virtual conversation service where one party is a robot. However, the robot can understand commands and answer user questions quickly and relevantly.
There are two types of chatbot types. The following is the explanation.
1. Task-oriented Chatbots
This chatbot is a program with a single purpose that focuses on carrying out just one function. This type of chatbot can produce automatic, conversation-like responses to answer user questions. This chatbot interaction is very specific and structured, so it is most suitable for providing services to users.
Read another article : What Are ChatBot? These Are The Benefits And How It Works For Business
The chat is also task-oriented to handle common questions. For example, regarding shop opening hours or simple transactions in an online business. Even though it only has fairly basic capabilities, this type of chatbot is most commonly used for businesses.
2. Chatbots That Work Based on Data and Predictions
This type of chatbot is often referred to as a virtual assistant or digital assistant. This is because this chatbot is much more sophisticated. Additionally, this type is also more interactive and can be better personalized than task-oriented chatbot types.
There, predictive intelligence and analytics have been implemented that enable personalization based on user profiles and behavior. So, this type of chatbot can learn user preferences over time, provide recommendations, and even anticipate user needs.
Benefits of Using Chatbots for Business
After knowing the definition and how it works, now find out what are the benefits for a business when using a chatbot.
1. Save time
One of the main advantages of using a chatbot is that it can save time for customers who want to get information. Chatbot will provide information that is relevant to questions from consumers. So, they don’t have to wait long to get a response from the business person.
This benefit can certainly enable a business to be more productive because it will not be overwhelmed when answering questions from users.
2. Provide better customer satisfaction
The next advantage of using a chatbot is that it can provide better satisfaction for customers. The reason is, the chatbot is always available 24 non-stop so it can answer customer questions at any time. When customer questions cannot be answered quickly, they will usually become annoyed and will no longer want to use our business.
However, by using a chatbot this can of course be avoided.
3. Does not require large funds
Above was explained the reason why many businesses are starting to use chatbots because they are more economical and effective. Businesses that use artificial intelligence certainly do not need to spend more money to pay employees.
4. Reduce errors
No employee is perfect and never makes mistakes. A customer service person has certainly made mistakes, be they light or serious. However, this can be avoided when using chatbot services. The reason is, every answer will always be correct according to the instructions given. So, all types of errors can be avoided so that customers will not get wrong information.
Examples of Chatbot Use
The existence of chatbots on certain sites makes it easier for customers to submit things such as returning goods, refunds and complaints. The use of chatbots has also begun to be used by government sites. The use of chatbots is beneficial for government sites that provide public services.
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