5 Commandments for Designing Your Business Chatbot
We invite you to watch our full webinar here 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 configured to answer questions, requests, and concerns without requiring human intervention. 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 doesn't have the answer to in its knowledge base, but for all those questions that can be automated and answered in a predefined way, that's where the chatbot comes in to help us in our company and support the agents in resolving 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 comes to support a communication channel.
On which channels can that chatbot operate?
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 in a restaurant.
Chatbots are typically found on websites, in a small window that opens and greets us, gives us instructions on how to perform certain processes, or can be integrated into the company's various social media platforms. For example, WhatsApp, one of the most popular platforms we use at iKono, can also be integrated with Instagram and Facebook.
It's important to keep in mind that chatbots don't just receive or interact via text; some chatbots receive voice commands, specializing in interpreting spoken phrases, and therefore respond to that type of user interaction as well. For example, we're all familiar with Siri and Alexa, the virtual assistants from Amazon and Apple, which are voice-activated virtual assistants. These are just some of the different environments in which we can find chatbots.
Vane: Regarding the channels, I believe that nowadays the strongest one might be WhatsApp, as we have already seen in other webinars that we have shared on this communication channel.
How can I identify if my company needs that chatbot tool and if 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 mobile applications is messaging, that is, nowadays we all have some application on our cell phone that we use with others in a written way.
Let's talk about that precisely; that's already an important point that the company must take into account because it makes them think that they should present users with a written communication channel to receive requests and concerns from users; it's about trying to keep the company up to date with that dynamic of technology that already allows communication all the time through written media.
Another important aspect is that, probably, when we analyze the requests in the company's Contact Center, we might find that many of those questions could be answered automatically if we had a chatbot. So, along with that, we could conclude that if we have a significant level of requests arriving at our contact center that are causing congestion, and our agents are insufficient, a chatbot would provide significant support because it would resolve many of those incoming requests that don't require agent intervention, as the answers could already be stored in the chatbot's database, for example.
Vane: How could a chatbot benefit companies in their Contact Center management?
Diana: One feature that should be highlighted about chatbots is that they are available 24/7 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, providing information about locations, attaching links to manual catalogs, reporting on order or account statuses, giving appointment information, and sending emails.
Vane: What characteristics should a chatbot have to be user-friendly?
Diana: A chatbot should use simple words, give short answers, have a catchy name, be another member of the team, use stylish emojis, bold and italics, and ideally greet and say goodbye politely.
Vane: What should be clear before implementing a bot?
Diana: This is an example of what should be taken into account when implementing 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.
If you want to know the complete and detailed information about our webinar, access this link.
#We invite you to read our blog post «"6 keys to achieving effective communication with your customers»
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