5 Commandments to design your business chatbot

We invite you to watch our complete webinar in this link.

This is our 5th webinar, a talk given by our Development Leader Diana Bedoya and our Commercial Executive Vanessa Chavarro.

Vane:  What is a chatbot?

Diana: A chatbot is a computer program that is configured to resolve questions, requests and concerns that we make without the need for an agent to intervene. Chatbots typically simulate a conversation, allowing users to interact with the chat in a very natural way as if they were talking to a real person.

This does not mean that chatbots will replace our agents, there will be requests that the chatbot does not have the answer to in its knowledge base, but all those questions that can be automated and answered in a predefined way, come in. the chatbot to help us in our company and support agents to resolve those concerns.

Vane: We see that the chatbot is a tool that will support the management of agents, it is good to clarify that the chatbot supports a communication channel.

What channels can this chatbot work on?

Diana: A chatbot can be implemented in many environments, we have surely had the experience of interacting with chatbots when we suddenly write to request a medical appointment, or place an order at a restaurant. Normally the chatbots We find them on the web pages, in a small window that opens and greets us, gives us instructions on how to carry out certain processes, or we can incorporate it into the different social networks that the company has. For example, WhatsApp, which is one of the most popular that we receive at iKono, can also be integrated with Instagram and Facebook. 

It must be taken into account that chatbots not only receive or interact in written form, there are chatbots that receive voice commands, which specialize in interpreting spoken phrases, so they also respond to that type of interaction with the user. For example, we surely knew Siri, Alexa, which are Amazon's virtual assistants, and Apple's, which are virtual voice assistants, so they are different environments in which we can find chatbots.

It must be taken into account that chatbots not only receive or interact in written form, there are chatbots that receive voice commands, which specialize in interpreting spoken phrases, so they also respond to that type of interaction with the user. For example, we surely knew Siri, Alexa, which are Amazon's virtual assistants, and Apple's, which are virtual voice assistants, so they are different environments in which we can find chatbots.

Vane: I think that today the strongest issue of channels could be WhatsApp, we have already seen it in other webinars that we have shared on this communication channel.

How can I identify that I need this chatbot tool in my company and that I should hire or develop it?

Diana: A very important aspect that companies must take into account is that currently the most popular category of cell phone applications is messaging, that is, today we all have some application on our cell phone that we use with others in writing. , let's talk about that precisely, that is already an important point that the company must take into account because that makes it think that it should present users with a written communication channel to receive requests and concerns from users, it is trying to that the company goes hand in hand with the dynamics of technology that already allows communication all the time through written means of communication. 

Another important aspect is that, probably when we analyze the requests in the company's Contact Center, we can find that many of these questions can be answered automatically if we had a chatbot, then that would go hand in hand with that, we could reach to the conclusion that if we have a significant level of requests that arrive at our contact center that are causing congestion, that our agents are not enough, a chatbot would come in to support us in an important way there because it would resolve many of those requests that arrive and that do not They require the intervention of an agent because they are responses that we could already have in the database of a chatbot, for example.

Vane: How could a chatbot benefit companies in Contact Center management?

Diana: A characteristic that must be highlighted about chatbots is that they are available 24 hours a day, 7 days a week and can serve thousands of people at the same time.

Vane: What tasks can a chatbot automate?

Diana: A chatbot can automate, for example: opening hours, posting information about locations, attaching links to manual catalogues, reporting on order statuses or account statements, providing appointment information and sending emails.

Vane: What features should a friendly chatbot have?

Diana: A chatbot should use simple words, give short answers, give the bot a catchy name, it is another member of the team, it uses style in emojis, bold and italics and ideally it greets and says goodbye politely.

Vane: What must be clear to implement a bot?

Diana: This is an example of what must be taken into account to implement a chatbot in a company, of course in this image it is a piece of a real one. 

You can implement this type of chatbot in your company with our service. iKono Chat.

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