Why Are Chatbots So Popular?
Chatbots have rapidly gained popularity due to their ability to provide instant, 24/7 assistance, making them an invaluable tool for businesses and individuals alike.
Their capacity to engage in natural and human-like conversations, addressing queries and concerns in real time, enhances customer experiences and streamlines interactions. And technology continues to advance, leading to more sophisticated and context-aware chatbots.
The data gathered from our 2023 survey “What Contact Centres Are Doing Right Now?” shows a notable increase in chatbot usage in contact centres, at 38% of readers.
Leaders in contact centre management are increasingly realizing the benefits of chatbot integration.
Furthermore, there’s been a significant surge in demand, as evidenced by 38.4% of contact centres expressing interest in incorporating chatbots into their business. This marks a noteworthy increase compared to the 35.6% figure recorded in 2022.
These findings underscore the growing and dependable role of chatbots as a solution. Leaders in contact centre management are increasingly realizing the benefits of chatbot integration and acknowledging the resolution of earlier technological issues over time.
As a result, they now recognize the proficiency of chatbots in handling simple enquiries, thereby enabling human agents to focus on more complex customer issues.
For more insights from our 2023 survey, read our article: The Top Contact Centre Technologies of 2023
What Is a Chatbot?
A chatbot is essentially a computer program which allows communication between customers or website visitors in cases when a human agent is unavailable.it may even replace the initial role of the agent entirely.
Chatbots can engage in voice interactions, but more commonly they employ text-based conversations (or even a blend of both methods).
Whilst initially chatbots were mainly deployed by large multinational companies, designed to offer 24/7 support, they are now so common for businesses that many solutions include a host of different integrations for custom chatbots on your website or other digital channels.
How Do Chatbots Work?
Chatbots are traditionally employed to help customers with simple tasks. They can answer questions, give information, or assist customers with tasks like delivery tracking.
We recently released a video on this subject, which can be seen below:
What types of algorithms do they use? Whilst there are many different algorithms that can be used for chatbots, we’ve broken down the general process into three steps:
|Natural Language Processing
|Dialogue Management & Machine Learning
|Understand natural language speech and convert into text
|Identify intent and extract key information
|Create the conversation and drive questions and responses.
We recently released a video about chatbot algorithms that you can watch below:
What Are Chatbots Used For?
Chatbots are employed in many different ways. Customer support is the most common, aiding with enquiries and e-commerce purchases.
Healthcare uses chatbots for basic medical advice and appointment scheduling. Within businesses, chatbots streamline tasks like data retrieval. They also serve as virtual tutors in education.
Types of Chatbot
Chatbots come in a diverse array of types, each designed to fulfil a specific roles and cater to various user needs.
Measuring Chatbot Performance
We recently asked our panel of chatbot experts about how they would measure the performance of a chatbot.
Knowing how well your chatbot is performing and being able to judge the quality of its customer interactions is vitally important.
- Measure how well you achieved your main goal and compare this to how other channels perform.
- Consider examining the number of cases handled and time spent with the chatbot, along with reduced handling time for cases escalated from the chatbot to a person instead of starting with a person-led channel.
- Consider the net promoter score, reuse rates, and first contact resolution, as these factors can forecast long-term adoption.
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