In the era of Social Networks, communications between brands
and customers have become increasingly direct, fast, efficient, human and
effective. True, nothing can replace face-to-face chat, but there are many innovations
that a brand can take advantage of to get as close as possible to this precious
result.
And here, in the modern social, economic and relational
context, the recent development of Chatbots can become an opportunity not to be
missed for a Corporate Video Production
Companies In Dubai and for various reasons. But what are Chatbots? What are
their characteristics? And how do they work?
Chatbots are software capable of simulating human behaviour
and intelligent conversation between two people, just like in a common chat,
thanks to the use of Artificial Intelligence technologies. These are virtual
assistants capable of responding to user requests.
As the name suggests, composed of the English verb to chat,
chat, and bots, the Chatbots are chats in which one of the two interlocutors is
not a human being but a virtual robot with which to converse, to whom to ask
for information and request assistance.
In practice, Chatbots are programs that allow you to set up
and manage the automatic interaction of instant messaging , a valuable
communication tool for companies, both to enter into relationships with their
customers and to promote offers, products and services, both to offer an
efficient after-sales service of Customer Care.
Chat Bots are based on messaging platforms, such as Facebook
Messenger and Telegram, but just think of Siri, the virtual assistant for
iPhone, iPad and iPod touch, Cortona, the Windows assistant, and Google Now,
the virtual assistant for Android smartphones and tablets.
The functions of Chat Bots
Currently, different types of Chat bots have been created
and the most used ones are those that allow:
·
Provide users with timely news about topics he
has selected;
·
Offer specific discounts and promotions to its
customers;
·
Respond at any time to requests for information
from customers (or potential customers) and to do so by returning timely and
relevant information to them, efficient responses;
·
Purchase the selected products without having to
abandon the instant messaging interface;
·
Provide immediate support for the purchase of
e-commerce products or services.
The characteristics of the Chatbots
Why is it convenient for a company to invest in the
integration of a Chatbot into its Social Media Strategy?
The answer lies in the characteristics of the Chatbots
themselves, which are:
- · Convenient, both because many platforms
integrate this social networking service within them, and because creating an
ad hoc one is not particularly expensive, and, moreover, because it saves
resources in terms of time and money. A Chatbot, in fact, unlike what a single
human being could do, is capable of responding and managing a potentially
infinite number of chats and requests from users; - ·
Efficient and instantaneous, since Chatbots are
always active, every day, 24 hours a day, thus reducing the waiting time for a
response for the user and offering them the best solution immediately. In this
way the Chatbots are able to meet the needs of customers and users with speed
and efficiency; - ·
Courteous and polite. Courtesy and education are
fundamental qualities for a brand that wants to maintain fruitful relationships
with users and its customers. Often, in fact, the problem with chats is that
those who offer support and assistance and at that moment represent the brand
cannot keep calm in all situations, always turning with courtesy, education and
kindness, qualities that instead the Chatbots ensure, in any type of
conversation; - ·
Precise and capable of solving users’ problems.
Chatbots are software that accurately respond to user requests and who know how
to concretely solve their problems. Not only that, because these intelligent
conversation systems, over time, understand how to make the answer to be given
to those who enter the question more efficient and precise.
How Chatbots work
Chatbots must be associated with a page that supports them
(for example Facebook) and, once installed, they will intercept every message
that a user sends privately to the page in question (think of Facebook
Messenger). Based on the default settings, Chatbots respond immediately and
effectively to users’ requests, conversing with them and evolving interaction
after interaction.
That’s not all, because every Chatbot has a web address
associated with it, so that brands can promote their Chatbots with ad hoc
strategies or even with buttons and calls to action that will induce users to
consult and use them.
The big advantage of Chatbots is that it is the user who
decides to subscribe and access the chat and, therefore, will no longer be
interrupted and disturbed with promotional messages, often invasive, but he
will decide to contact the Chatbot himself, to choose the number of times and
the situations in which he wishes to enter into a relationship with the bot and
the brand, to establish whether he wants to receive notifications or not.
A further innovation that has enhanced the functionality and
effectiveness of the Chatbots has been the integration of payments in the chat,
thus allowing companies to sell their products and services directly through
the chat itself, with a few clicks and without users must abandon the ongoing
conversation.
Chatbot: opportunity or alienation?
There are many opportunities that Chatbots offer to brands:
the ability to communicate promotions instantly, the efficiency of
conversations, and the ability to solve problems, the effectiveness of the
Social Customer Care service, to remind you of the most important.
Obviously there is no shortage of criticism. There are those
who argue, in fact, that Chatbots are a further real step towards the
alienation of human conversations.
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