As a living person, do you need a robot assistant who communicates with customers? An overview of IT solutions from suppliers from different countries that solve this problem.
A chatbot is an artificial intelligence program that mimics a user support representative. It automates many of the processes and functions of a user support representative, allowing customers to get answers to frequently asked questions. Ideally, chatbots should mimic human behavior so convincingly that you think it’s a living person in front of you.
Chatbots can be programmed to answer specific questions in a specific way, but are not limited to it. Because chatbots can work and use all of the company’s resources, they help users while using many different systems and files to find answers.
Chatbots are becoming increasingly popular with businesses of all sizes. Their speed, accuracy, cost, and great ability to resemble people make them a viable replacement for many roles traditionally performed by user support representatives.
Botego (US)
Since 2007, Botego has been developing software solutions that increase the efficiency of companies by automating various business processes. One of the services that Botego offers is the development of chatbots for Facebook. Coca-Cola, Lipton, Finansbank are among the current customers. There are offices in New York, Dubai and Istanbul.
Bone fuel (France)
Thanks to the unique patented technology, the platform of the French company Botfuel creates a chatbot aimed at your target group within hours. This program also analyzes the interaction with users and customers so that you can receive information about their needs. Botfuel integrates your bot with various messaging services (SMS, instant messengers). It also offers integration possibilities with social networks of Youtube, Twitter, Facebook, Instagram. Botfuel has been on the market since 2016.
BotsCrew (UK)
It was founded in 2016. BotsCrew developers are focused on creating assistant bots for employees of large companies. The company positions itself as a team of highly qualified specialists in the creation and implementation of automated systems, chatbots in the business. The company’s offices are located in both London and Lviv (Ukraine). The main ongoing projects are Musement and TecInStore.
Chatbot factory (France)
The Chatbot Factory company has specialized in designing and developing chatbots for legal entities since 2016. The main clients are in the retail, e-commerce, banking, beauty and fashion industries.
Nearly one and a half billion people use instant messengers
In recent years, messenger applications have bypassed the popularity of social networks. The number of users of the 4 most popular instant messengers – WhatsApp, Facebook Messenger, WeChat and Viber – exceeded the number of users of services such as Twitter, Facebook or LinkedIn and reached 1.4 billion users. According to various estimates, their number may reach 2 billion in 2018, and this is 80% of all smartphone owners.
This allows companies to reach a wider audience using instant messengers for everyday communication.
People are ready to talk to chatbots
According to a report from marketing firm Mindshare, 53% of people would rather use chatbots to contact a company or brand. The research found that most people appreciate the speed of chatbots: they respond quickly to a user’s request.
People want to connect with companies through online chat
When choosing a product, 29% of buyers prefer chatbots to help themselves. This means that people are equally likely to interact with trading platforms through chatbots and through calls to the support service. At the same time, the smallest number of people do this via email. But unlike the phone support or email, chatbots work around the clock, and this is their biggest competitive advantage.
It got to the point where India’s YES Bank started developing a service robot that will provide loans to customers. Before that, the bank has already launched a system that allows you to make transactions via instant messengers.
More than 30,000 chatbots on Facebook
In September 2016, there were about 30,000 different chatbots on Facebook, which were used by millions of people around the world.
Most calls to chatbots start with the word “hello”
The American resource Dashbot.io, which provides analysis in the relevant field, calculated which message most often initiates dialogues. The phrases “Hello” or “Hello” are the most popular way to access the chatbot. In addition, users often start a conversation asking for help.
Users are ready to buy things using chatbots
And there are more than a third. In the United States this was 37% of the respondents and in Great Britain 33%. Interestingly, on average, the buyer is willing to pay more than $55 per purchase.
The American fast food chain Burger King decided to capitalize on the popularity of chatbots. It launched its delivery service, in which the online robot plays the role of cashier. Just like a real person, it offers a person different menu items, drinks and sauces.
Customers don’t have bad chatbots
Despite a wave of optimism, a bad experience can seriously hurt the chatbot market. 73% of Americans said they would not use online chats after unsuccessful use.
People want advice from chatbots
To better understand the goals of chatbots, the marketing agency DigitasLBi analyzed the needs of users. 37% of people expect advice from chatbots about information that is of interest to them. In addition, among millennials, this figure is 48%.
22% of the respondents are looking for information about desired products, 20% are interested in booking hotels, 18% are interested in travel advice, 12% are consulted about medicines at pharmacies and 9% ask for fashionable advice.
Recently, the popular European clothing brand H&M launched its chatbot, which offers customers a variety of fashionable bows. The robot asks how convenient it will be for the customer. Admittedly, the possibility of replies to this service is limited.
Don’t blur the lines between a person and a robot
The vast majority (78%) would rather know whether they are communicating with a robot or with a person. Unfortunately, hiding this fact can damage your company’s reputation as 48% said they don’t like it when a chatbot pretends to be a person. In addition, 60% of customers said they can tell a chatbot from a person by the nature of their responses.
In 2029 it will be impossible to distinguish chatbot from human
One of Google’s developers, Ray Kurzweil, predicted that by 2029, the language of chatbots will be identical to that of humans. There is no room for doubt as Kurzweil had previously made many successful predictions regarding the development of IT technologies. Communication with robots is probably not only useful, but also interesting – they will be able to support any conversation with humans.
The Chinese love chatbots more than anyone else
Xiaoice Chinese chatbot is a nice 17 year old girl who anyone can talk to online. Microsoft’s bot has reached unprecedented popularity. If the user sends an average of 2-3 messages to the robot – enough to find information about the product, then with Xiaoice this figure is 23 messages per conversation. Its popularity lies in the fact that communication with a bot resembles a conversation with a living person.
Chatbots are a cool thing for businesses. First, a single chatbot can replace many help desks and consumer care hotline. Second, the chatbot is a more efficient, convenient and interesting service for users that can grab the attention of an audience.
Melisa Marzett is a freelance writer currently writing articles for smartessayrewriter.com & writing-help and a traveler who enjoys discovering new things and meeting new people. She also admires people who can do things with their own hands, such as making clothes and accessories, candles, soap or desserts.
