FAQ Chatbot Examples: The Way to Effective Customer Service

mini robot with text boxes around

Why do you need FAQ chatbots? Because they are the support system you need to provide instant, precise answers when common queries scale up and become too overwhelming.

By 2027, chatbots will become the primary customer service channel for roughly 25% of businesses, according to Gartner’s estimates.

But why? Because

  • Banks save an average of $0.60 per chatbot interaction, as reported by Opus Research.
  • Chatbots can boost e-commerce revenue by 7%-25% for companies with perfect implementation.

These benefits could be leveraged by other sectors as well if they deploy FAQ chatbots and use them the right way.

Though what’s the deal with FAQ chatbots, are they different from chatbots, are they an advanced version? Or is it just a buzzword? What are their possible benefits and are there any real-life examples? Issac Thomas at Sprinklr throws light on all these questions one by one.

What Is an FAQ Chatbot?

An FAQ chatbot is an AI-powered virtual assistant deployed to answer frequently asked questions independently. It is a key component companies can use in customer service automation.

You would have encountered an FAQ chatbot while browsing websites or checking out e-commerce merchandise.

An FAQ chatbot leverages natural language processing (NLP) to comprehend user queries. By matching these queries with pre-written answers from your company’s knowledge base, the chatbot swiftly delivers accurate responses that not only save time for customers but also reduce calls to your contact centre.

But when we have FAQ pages, why does one need an FAQ chatbot? Let’s find out.

FAQ Chatbots vs. FAQ Pages

FAQ pages are great, but the problem is they are not responsive. They are static web pages with common questions and their answers.

Coming to an FAQ chatbot, it is an interactive tool that uses the question-answer method to provide information in a conversational manner. Below is a table that describes the difference between FAQ pages and FAQ chatbots.

Aspect FAQ Page FAQ Chatbot
Interactivity Static content; users read through Interactive; engages users in conversation
Engagement Users search for information Provides answers in real-time
Personalization Limited; same information for all users Can provide personalized responses based on user input
Accessibility Accessible on website Can be integrated into messaging platforms
Speed Users navigate through content at their pace Provides quick answers in real-time
User Experience Can be cumbersome; requires reading through content Offers a more engaging and efficient experience
Updates Requires manual updates to add new questions or information Can be easily updated and expanded with new questions and answers if it is AI-powered
Integration Maintains conversation history for future reference User has to search again manually
Analytics Creates an overall realistic experience Makes the whole experience fragmented
Cost Optimizes time to query resolution No way of knowing the effectiveness of answers

Now that you have a fair idea what an FAQ chatbot is, let’s understand their types and what type suits your needs the best.

What Are the Different Types of FAQ Chatbots?

There are different types of FAQ chatbots available in the market. If you’re unsure about which type of chatbot to use for common questions, just know that any type will do.

However, your budget, team size and business size will help you narrow down which one suits your needs best.

There are three major types of chatbots, ranging from simple to complex AI:

  1. Rule-based FAQ chatbots
  2. Conversational AI FAQ chatbots
  3. Hybrid FAQ chatbots

Let’s understand them one by one.

Rule-Based FAQ Chatbots

A discussion matrix deploys these chatbots to drive the conversation. The matrix works like a decision tree to determine the appropriate response for a user query. These FAQ chatbots are suitable for scenarios with a limited and pre-known set of requirements.

The FAQ dataset for rule-based chatbots is fixed because they do not use AI or natural language processing (NLP) for learning. Therefore, manual intervention is the only way to update the matrix to add more decision routes.

These chatbots can be programmed with advanced algorithms to carry out complex conversations. Yet, dynamic flows or switching contexts back and forth are beyond their capacity.

For example the user must choose from the given options as the conversation flows are static. The rule-based FAQ chatbot needs the ‘knowledge’ to conduct context-driven interactions.

Rule-based chatbots work well for straightforward and predictable customer queries. However, they may struggle with handling complex or ambiguous questions that fall outside their predefined rules.

Conversational AI FAQ Chatbots

Conversational AI FAQ bots are intelligent, prompt and relatable. They use machine learning, context information and inference to accomplish more realistic interactions.

In addition, they are self-learning bots that can grow the decision tree.

Since conversational AI FAQ chatbots can grasp the intent and respond to user requirements, they can handle unpredicted conversation flows and context switches.

Wait, there’s more. Conversational AI bots can discover patterns in user behaviors to continuously improve by analyzing new data. They are capable of multilingual conversations. Their flexibility and learnability poise them as the customer service agents of the future.

For example, the conversational AI bot decodes multiple sentiments and context from a customer query.

This way, the conversation flows according to the responses given by the user and does not have fixed structures. Often users do not have to type complete sentences as conversational AI FAQ bots work with keywords and only rely a little on sentence formation semantics.

Hybrid FAQ Chatbots

Hybrid FAQ AI chatbots lie in between the above two. These conversation bots are equipped with both the capabilities of predesigned fixed conversational flows and dynamic intent-driven conversational flows.

The only challenge is to program the flip between the rule-based and AI-driven mode. Most enterprises follow a tiered customer service structure. They first use the rule-based one, then AI-driven and finally, a human agent.

Now that you know what an FAQ chatbot is and its types, let’s get to know a few examples of FAQ chatbots in real life.

FAQ Chatbot Examples

FAQ chatbots are not mere promises or something that we hope will happen in the future. They’re already transforming the way businesses interact with their customers.

Let’s dive into five inspiring examples of FAQ chatbots in action and explore how they’re revolutionizing sales, marketing and customer service.

Sales FAQ Chatbot Example: Uber’s Chatbot

Uber’s chatbot on WhatsApp has revolutionized the way customers book rides, leading to a significant boost in sales.

By integrating seamlessly into WhatsApp, the world’s most popular messaging app, Uber has eliminated the need for customers to download the Uber app. The chatbot suggests rides and deals directly in your conversations, making commuting easier than ever before.

The chatbot comes loaded with features like: –

  • Requesting a ride
  • Getting fare estimates
  • Tracking the driver’s progress

Uber’s chatbot provides a convenient and streamlined experience for users. Additionally, the chatbot offers personalized ride recommendations based on transaction history.

This innovation has not only increased sales for Uber but also reduced the need for human customer service representatives.

Uber reports that their chatbot has handled millions of conversations with customers, demonstrating its success in improving customer satisfaction and driving sales.

Multi-Lingual FAQ Chatbot: Aramex Conversational AI Bot

Aramex, one of the leading logistics and transportation solution providers, was looking for a solution to decrease its logistics costs and improve customer experience.

Aramex deployed state-of-the-art conversational AI and bots provided by Sprinklr to manage multilingual customer inquiries across digital channels.

Sprinklr’s AI bots can learn and get better with customers interactions. In fact, they can pinpoint clients’ wants and guide them toward the right product or service.

While resolving a customer’s queries is the typical FAQ chatbot task, these solutions also forward the unresolvable ones to live agents.

Marketing FAQ Chatbot: Starbucks’s Barista

Starbuck’s Barista is not just an FAQ chatbot but your coffee companion. It has revolutionized the way customers engage with the brand by offering a personalized and convenient experience.

Integrated with the Starbucks Rewards program, the chatbot incentivizes customers to use it, further enhancing its effectiveness.

With features such as place-and-pay orders, personalized product recommendations and information about products and promotions, the Starbucks Barista chatbot offers unparalleled convenience and customization.

Conversational AI FAQ Chatbot: KLM’s BlueBot

KLM’s BlueBot chatbot is a testament to the power of conversational AI technology in enhancing customer engagement, loyalty and satisfaction.

By seamlessly integrating with KLM’s customer support system, BlueBot allows customers to book tickets and check flight statuses directly through Facebook Messenger, eliminating the need for agent intervention. BlueBot offers customers unparalleled convenience and speed.

This has not only reduced the agent caseload but also provided a personalized customer experience, leading to increased customer satisfaction and loyalty.

The success of BlueBot is evident in its impact as KLM now handles twice the number of flight bookings through the chatbot.

What Questions Should FAQ Chatbots Typically Ask?

Chatbot technology plays a pivotal role in organizations’ interactions with customers. Whether you’re in healthcare, finance or retail, understanding how to leverage chatbots effectively is essential.

Let’s explore the three critical types of information chatbots should gather and provide:

1. Customer Insights

These questions help AI chatbots learn about consumers, their interests and past interactions like: –

  • What brought you to our website today?
  • How would you describe your experience with our product/service so far?
  • Is there a specific problem you’re trying to solve?
  • What information were you hoping to find on our website?
  • Have you used similar products/services before? If so, what did you like/dislike about them?

For instance, a healthcare FAQ chatbot might inquire about a patient’s name, age and symptoms. Similarly, a finance chatbot verifies customer credentials before sharing sensitive information.

2. Intent-Detection Questions

Often, customers approach chatbots with problems but aren’t sure what information they need. In such cases, it’s crucial to identify their specific query before offering a solution. Ask them questions like: –

  • Are you looking for information about our products or services?
  • Do you need help with placing an order or tracking an existing order?
  • Are you experiencing technical difficulties with our website or app?
  • Are you inquiring about our company’s policies or procedures?
  • Are you interested in learning more about our pricing or promotions?

Once the FAQ chatbot uncovers a user’s exact intent, it can use inbuilt logic to route the user to the right department or agent for further resolution. Accurate intent detection can boost your first contact resolution (FCR) and user satisfaction.

3. Guiding Purchases

These close-ended questions help businesses sell products or services.

Imagine a chatbot acting as a shopping assistant, asking about preferred colors, fits and styles by presenting users with varied options. Questions like,

  • What is your budget for this purchase?
  • Are you looking for a product with specific features or specifications?
  • What is the primary use or purpose of the product you’re looking for?
  • Are there any specific colors, sizes, or styles you prefer?
  • Would you like to see our best-selling or recommended products in this category?

The questions should of course be tailored to the context. For example, a skincare brand chatbot might inquire about skin type, adjusting its approach based on user responses.

So, getting key user insights, detecting user intent and guiding users toward better experiences is what an FAQ chatbot does overall.

Ready to Deploy FAQ Chatbots for More Engaging Customer Conversations?

You’ve discovered the power of FAQ chatbots in enhancing customer engagement and satisfaction and how different brands have leveraged it to the best of their abilities.

To ensure maximum impact, your FAQ chatbot strategy should be omnichannel, accessible across all platforms your customers use – websites, social media and messaging apps.

This blog post has been re-published by kind permission of Sprinklr – View the Original Article

For more information about Sprinklr - visit the Sprinklr Website

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Sprinklr

Published On: 18th Jun 2024
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