Whether it’s using artificial intelligence for online chat support or integrating with voice control in the case of smart speakers, chatbots are here to act as our personal assistants and to make our lives easier. People are bombarded by daily tasks constantly, but chatbot technology makes it easier to complete menial tasks and seamlessly integrate with businesses, leaving us more time to focus on complex matters.
At its core, chatbot technology is a type of artificial intelligence computer program that can be used to conduct conversations through voice or text messaging. The technology is designed to simulate human behaviors, just as if you are talking to your friend and asking a question.
Chatbots are a great way to improve communication between businesses and their customers. In fact, 55 percent of consumers are interested in interacting with a business and solving their consumer problems through messaging apps. Because we are living in the digital era, we are surrounded by information; however, often times we still need help in figuring what we want, whether it’s how to purchase a product or where to find certain information on a website. Simple communication through chatbots assists in achieving this.
In addition to supporting brands and businesses, chatbots can also act as your personal assistants and are often used to provide valuable information. Such is the case of Amazon’s Alexa, Apple’s Siri and Google Home – all voice-activated artificial intelligence that use chat technology.
Chatbots in all forms can also provide customer service, such answering basic questions online. This particular use of technology is essential for businesses because 95 percent of consumers believe customer service is going the major beneficiary of chatbots. Companies such as WordPress, Amazon and Facebook all capitalize on this website design trend, with integrated bots that send automatic replies and interact with the customers. Through keywords matching and machine learning, chatbot technology can be quite sophisticated and give customers a sense of personal interactions.
Chatbot Technology Today
Now that artificial intelligence has evolved, well-designed chatbots can help users with tasks like booking travel destinations, ordering food, making restaurant reservations, consuming daily news and more. The technology provides quick answers to customers while assuring them that their time is valuable. And because 40 percent of consumers do not care whether the “person” on the other end of a chat is real or not, so long as they are getting the help they need, the prevalence of chatbots in businesses’ online presence continues to increase.
Chatbot Technology and Website Design
Whether you are an online e-commerce store or service provider, implementing chatbot technology can effectively improve user experience. By 2021, approximately $4.5 billion is expected to be invested in enterprise intelligent assistants, proving that many businesses are recognizing the importance of this AI trend.
And for good reason, too. We all know the pain of sitting there and waiting for a customer service agent through the phone for minutes on end (if not more…). But instead of forcing consumers to wait on the phone, businesses can utilize online chat features. With these, customers can complete other personal tasks without wasting their time. What’s better? Sixty-four percent believe the top benefit of chatbots is the ability to get 24-hour service. In addition to faster and more interactive real-time feedback, companies can use chatbots to reach out to new customers as they enter your website, since chatbot messages receive a higher opening rate of 98 percent in comparison to the average email open rate of only 21.8 percent.
Examples of Chatbot Technology
Plenty of tools, such as BotSociety, allow businesses to customize their own chats to better interact with consumers and increase conversions. This particular tool can be fully integrated into several platforms, including Facebook Messenger, Google Home, websites and more. The easy to use interface allows businesses to customize the conversation, information provided, and even the journey that the user takes, ensuring that they get the information they desire while maintaining a personalized experience.
The ability to translate bot technology to digital, visual and voice platforms can make a business’s overall user experience and brand identity cohesive and reliable for customers. In fact, brands that are continuously presented consistency see up to four times more visibility.
Facebook Messenger has their own bot technology for brands that allows for faster replies, more customer chat plugin enhancements and additional message tags. By implementing chatbots, businesses can prevent human errors when a customer service agent is transferring information such as phone number, address or customer email. Because requesting personal information can sometimes be a point of friction, so Facebook chatbot can auto populate the customer’s Facebook’s profile in order to generate quick replies.
In addition, as a business you can also gain data insights such as opening rate and customer reach. These enhanced features make Facebook chatbot a powerful tool for any business with a Facebook profile and allow them to directly engage with their customers maintain personal relationships. What’s more, with more than 2 billion monthly active users, brands now have an increased ability to seamlessly interact with consumers at user’s convenience.
Customer service and social media aren’t the only benefactors from chatbot technology. Sometimes, conversational interfaces can be the bread and butter of a design – like news website Quartz’s mobile app.
Instead of presenting daily and trending news in a basic grid and article format, the app design opens to a texting-like conversation, where a human-like chatbot playfully fills the user in on what’s happening in the world. This approach appeals to young demographics and adds a personal humanity to the brand. However, throughout the conversation users are given a selection of prompts that they can respond with, signaling that this interaction is still pre-determined.
Chatbot technology gives businesses the ability to interact with customers more frequently, communicate information and troubleshoot problems.
In addition to using chatbot technology to advertise and communicate information, brands can also improve user experience and customer service through chatbots. For example, companies such as Google and Amazon have integrated their brand with chatbots in the form of personal assistants. All in all, taking advantage of the growing chatbot trend will extend plenty of digital marketing opportunities, improve user experience and ultimately increased conversions on your website design, creating a loyal customer base who will return to you time and time again.
VOICE is a repository of Syracuse student articles on topical affairs. To make a contribution to VOICE, please email us.