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Introduction to Chatbots - Sestek - ContactCenterWorld.com Blog

Introduction to Chatbots

 

The Rise of Chatbots

The advancements in artificial intelligence and increasing use of messaging apps resulted in proliferation of chatbots. Each day more companies invest in chatbot technologies with the aim to provide a personalized self-service across multiple channels.

The Reasons

Growing Customer Expectations

  • Customers today are more demanding than ever.
  • Customers expect answers on their own terms and schedules.
  • Customers expect immediate, accurate solutions to their needs.

Changing Conditions for Organizations

  • The only way to keep customers is by providing an enhanced experience, given today’s strong competition.
  • Every organization’s biggest challenge is providing the best solutions at the lowest costs.
  • Omnichannel self-service is an effective solution.

Technological Factors

    • Rapid progress continues to be made in machine learning and natural language processing.
    • The proliferation of the Internet of Things is creating new uses for artificial intelligence.
    • Users are becoming ever more comfortable in using speech to interact with devices.
    • The increasing use of mobile devices parallels the use of messaging apps.

The result: Increasing use of chatbots

  • Over US$140M has been invested in chatbots since 2010, with ~$US85M invested in 2015/2016 YTD
  • The global chatbot market in 2015 was valued at US$113.0 million. Revenues are predicted to expand at a resounding compound annual growth rate of 27.8% from 2016 to 2024. By the end of 2024, the global chatbot market is expected to reach US$994.5 million.

What is a chatbot?

A chatbot is a conversational computer program that customers interact with via a messaging interface. Instead of dealing with keys and buttons, things get done easily by talking with a chatbot.

Examples of chatbot implementation

Any area that requires self-service and customer support:

  • Retail and E-commerce
  • Media and Entertainment
  • Publishing
  • Food
  • Health
  • Travel
  • Finance and Legal
  • Productivity and Business

Why are chatbots useful?

Practicality

  • Customers can conduct any search they desire with the help of a conversation-based interface, instead of a search tab or drop-down menu
  • A single chatbot can act as a personal assistant to take care of everything, like paying fees, scheduling appointments, and sending emails

Enhanced self-service

Chatbots allow organizations to provide their customers with:

  • Immediate answers to a wide range of questions
  • 24/7 service; no more time restrictions
  • A personalized experience
  • High-quality self-service

Increased efficiency

With the help of chatbots, organizations can:

  • Deliver faster service by eliminating manual processes
  • Increase automation in a way that decreases overall costs
  • Free up personnel to work on strategic business functions
  • Control labor costs

Improved Brand Image

  • Conversation-based engagement creates a feeling of connectivity, which increases brand commitment
  • Chatbots contribute to a global presence and have the ability to appeal to much wider demographics
  • The ability to provide high-quality omnichannel self-service helps to build a strong brand

How to deliver the best chatbot?

A chatbot is a direct reflection of your company and should be designed accordingly. To deliver the best chatbot to your customers, you first must understand your customers’ needs much more fully, so that you can answer those needs with the latest and most effective technology.

Understand your customers

What do customers expect from chatbots?

  • A practical chatbot that performs difficult and time-consuming tasks easily
  • A personalized experience that is highly tailored to individual needs
  • Comprehensive answers to questions at a moment’s notice
  • Human-like self-service that speaks the same language as customers

Differentiate your company through technology

You can meet your customers’ needs with a chatbot that includes the latest technology:

  • The power of voice: Since many bots are text-based, providing a voice-based bot can make an important difference. Voice is one of the best methods for engaging with mobile apps and devices, especially when people are busy doing something else, so voice-based bots provide customers with a greater ease of interaction.
  • Human-like conversation with natural dialog: By adding a natural language interface to your bot, you can encourage a human-like conversation. Instead of limiting customers by traditional systems that only respond with basic answers, you can provide them with intelligent solutions that make a variety of day-to-day tasks easy and quick to complete. A natural dialog chatbot goes beyond simple bots and performs tasks that genuinely assist your customers.
  • Flexible structure: Provide flexible chatbots that can integrate seamlessly with different platforms. Being able to support different devices, platforms, and channels helps you adopt an omnichannel approach that guarantees consistent, high-quality service across multiple channels.

To learn more about the technologies that can give you a state-of-the-art chatbot, visit our Chatbot page.

Source: http://www.sestek.com/2017/05/introduction-to-chatbots/

Publish Date: May 2, 2017 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
PH: 8448442989

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 



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