People use the chatbots for several reasons, with “productivity” being the main motivating factor. But what type of bot do you need? They come in many shapes and sizes, and to be successful you have to think about where to apply a bot and what type. What do you want to achieve with the bot? In this guide, we'll walk you through some of the most successful chatbot examples from our global clients and show you how you can use them to improve the customer experience.
1. FAQ Chatbot
An FAQ chatbot can be used to automate responses to some of the most common questions your organization may be asked. These types of questions can place a heavy burden on the customer service team and often involve repetitive copy-and-paste answers that a machine can handle more easily and efficiently.
FAQ chatbots are effective because they allow customers to quickly access the information they need without having to scroll through pages and pages of FAQs. Not only do they allow customers to self-service and access answers to their questions without the need for human interaction, but they also allow you to offer 24/7 customer service without the need to increase expenses. personnel generals.
Chatbots that answer FAQs can take the form of an AI or a scripted chatbot, although scripted chatbots are more common in customer service and marketing environments. Scripted bots can have simple conversations with customers based on a predefined script. When a user submits a customer support inquiry, the bot can respond with a predefined response based on your script programming. Like other types of chatbots, the FAQ variant can refer a query to a human agent if it is not able to resolve it to the customer's satisfaction.
With more advanced AI chatbot technology, you can create a dynamic FAQ module, where new FAQs are displayed dynamically, with the best possible answer available. As a bot, you can determine answers to more complex questions based on the format of the question and the information available to your organization. For example, customers can ask the question in any way and the bot will search for the best answer in all connected databases (be it the website, your catalog or previously asked questions). It can recognize questions based on entities and intent.
- Advantages of an FAQ chatbot
FAQ chatbots save customers valuable time by preventing them from spending hours on hold or spending much of their day looking at FAQ pages. Allowing your clients to self-attend has two main advantages:
This means your customer service team can focus on providing quality care, rather than dealing with repetitive queries, which means they can take time off outside of working hours.
Customers can get the information they need with minimal effort and without needing to speak to a customer service agent, which some people may find intimidating.
- Types of FAQ Chatbots
1. Verification Chatbot
Verification chatbots are a simple and secure way to verify customers' identity, allowing them to access and update their information online without needing to contact customer service teams directly. These verification chatbots allow customers to securely correct payment or contact information, protecting them from fraudulent access.
These types of bots can make life easier for your customer service team. If, for example, you need to verify a customer's identity before connecting them with a live agent to discuss sensitive account details, a verification chatbot can provide a layer of security without requiring customer support. customer may have to spend a lot of time asking a series of security questions.
Verification chatbots are especially useful when financial information needs to be disclosed. For example, to update payment data for standing orders, correct financial information, or order a financial product online. Using technologies such as two-factor authentication (2FA), your chatbot can securely identify customers using their mobile numbers. It's easy to use: the customer is sent a code via SMS or voice - possibly after asking a security question to increase protection - and asked to enter it into the chatbot to verify their identity.
- Advantages of a verification chatbot
- Verification-focused chatbots offer organizations and customers a secure way to self-service.
- Customers can share sensitive information without human interference. Many people prefer it and give more honest answers to a machine.
- Customers can update their data securely.
- Organizations can quickly verify customers, saving customer service agents time.
2. Customer Support AI Chatbot
Automating the process of answering customer service questions allows your team to use their time more effectively to deliver a better, more consistent experience to your customers. The customer service chatbot can automatically respond to different queries and even use connected databases to find the answer to more complex questions. With the right data, the bot can be very personal. You can tailor responses based on known customer data, and even make recommendations based on their preferences.
Additionally, advanced AI chatbots combine machine learning and Natural Language Processing (NLP) and work based on context, not just keywords. This means your chatbot can deduce intent from responses, making it appear like the customer is speaking to a human and providing exceptional customer service.
Analytics help you better understand your customers, allowing you to continually optimize your bot. Many organizations begin their automation journey with certain topics in mind, but once they get going, data shows that customers are actually asking completely different questions. This data helps optimize not only the bot, but also the live service.
Advantages of a customer service chatbot
If implemented correctly, a customer service chatbot can save you a lot of time and money. Key benefits include:
- 24/7 assistance for your customers without waiting times.
- Faster problem resolution: Even if a handover occurs, agents will already have more data.
3. Internal Knowledge Base Chatbot
An internal knowledge base chatbot allows you to maintain a large amount of internal company information in one place. Not only so that your customer service team can access it, but for the entire company. This dynamic database can be updated by product experts and customer service agents to always have the best possible answers. This single source of truth is often based on input from your customer-facing chatbot and will be continually optimized.
One of the main advantages of an internal knowledge base chatbot is that it can speed up the training of new employees and allow newcomers to become more effective faster. The side effect is that it frees up more experienced employees to focus on quality customer service rather than line management and training.
But internal knowledge bases aren't just for newcomers: experienced colleagues can benefit from the depth of information they provide. It is practically impossible for an employee to have all the information they need to do their job at all times, which is why an internal chatbot is a useful reference tool.
Knowledge leaving the company is also a concern, especially in high-turnover environments such as customer service. A dynamic internal knowledge base solves the problem of knowledge retention by keeping vital information accessible to all team members.
Advantages of an internal knowledge base chatbot
A knowledge base chatbot can help employees in ways humans can't, providing them with the information they need to do their jobs effectively from day one.
- Increase the effectiveness of new employees and experienced employees.
- Allows teams to quickly find the right answers
- More coherent and unified customer experiences.
How to use an internal knowledge base chatbot?
There are many areas of your company that could benefit from an internal knowledge base chatbot. These are just a few:
Sometimes the chatbot functionality is smarter than some internal systems. A dynamic internal knowledge base can enhance legacy systems. Use it as a single source of truth to break down silos. Improve your employee experience while improving the customer experience. All employees can search for an answer, check if it is correct, and receive instructions on how to use it in their work, all from a single system. This leads to the best response, in any situation.
Searching for data across multiple systems is now history – you can find it all in your knowledge base. Make sure your company starts working and updating knowledge base content, so your agents and bot will always have the best answer available. Both use the same data, leading to a more consistent and unified customer experience.
4. Chatbot for live events
A live event chatbot allows customers to get quick answers to their questions before, during and after a live event. Live event chatbots can quickly and easily answer all types of visitor questions about live events, leaving agents more time to respond to complex questions or issues.
In addition to automatically answering frequently asked questions, an AI chatbot can understand context and remember detailed information to answer broader questions, creating a more conversational experience for consumers. You can use real-time data to give the best personal responses, such as directing visitors to the stage where their favorite artist will perform or to the toilets without queues.
The chatbot can handle the entire experience, only passing on to customer service agents when a query escalates to a level that the chatbot can no longer handle or when the customer requests human help.
Event chatbots can serve multiple purposes. Use them for customer service, purely informational, or to enhance the event experience with added entertainment. Create a consistent experience across marketing, service and sales.
Advantages of a chatbot for live events
A chatbot can surprise your visitors before, during and after the event; offering them exclusive content, offers, entertainment or notifications to ensure they capture all the must-sees of the event. A chatbot can also save you and your visitors a lot of time. With personalized conversations, you can help your visitors and gather feedback instantly, without having to wait for the event to end.
An improved experience benefits your event in the long term, creates a positive feeling and encourages your visitors to purchase tickets again.
Save time, effort and resources. A chatbot helps visitors, taking work off their shoulders.
A voice robot is a conversational agent that uses artificial intelligence and natural language understanding (NLU) to interpret the intent and meaning of its interlocutor's speech. This technology is also often called “conversational IVR” (Conversational Interactive Voice Response).
In simple terms, conversational IVR allows users to interact with a self-service solution with their voice, using everyday language. A voice robot can understand complete sentences and context. You will respond in complete sentences, allowing the interlocutors to direct the conversation.
Unlike traditional IVR, there is no static menu and callers do not have to dial numbers. Conversational IVR offers a faster, smoother and more personal experience for customers. You can talk to the bot as you would a human agent.
As with previous types of chatbot, if the conversation delves into complex terrain that requires a response from a human agent, the voice bot can direct the query to the appropriate agent to facilitate a satisfactory response.
Advantages of a voice robot
The feeling of “I want it all and I want it now” shows no signs of subsiding. In fact, 98% customers admit that calling a service center takes too much time and they are actively looking for a faster method. Voice robots achieve this, since they are capable of simultaneously managing several requests, practically eliminating waiting times. Not only is there no wait time, but a voice robot can offer 24/7 assistance.
No waiting times; 24/7 phone support.
Save time and resources. The bot will help reduce the number of calls between customers and live agents.
How to use a voice robot?
Your voicebot is a brilliant conversational tool that allows your customers to learn more about your business. Here are some of the things you can do:
Update customer information
A voice bot is the perfect assistant to help your customers update vital information without having to speak to a human customer service agent. And what's better, you won't have to wait to be seen. Easily change an address, delivery time or make an appointment.
Find information about the company
Your voicebot is a useful tool for customers to find important information about your business: from opening hours to important email and street addresses, your voicebot can ensure that customers are well informed and enjoying themselves at all times. of an agile and fluid customer service experience.
Check the status of an order
A voice bot can quickly and effectively inform customers who want to know where their orders are, saving valuable time for your customer service team and providing a much more efficient way to obtain order tracking information. When connected to the appropriate systems, the voice robot can change delivery times, addresses or cancel the order.