Augmenting Customer Engagement with Chatbots

The internet has become conversational over the past few years due to the release of chatbots. A bot is part of software that functions automatically giving humans impressions of engaging in an interactive conversation with a machine.

FREMONT, CA: Chatbot is merely a computer program in some devices, which interacts with humans to understand their intent and guides them accordingly by providing the desired responses. The earliest form of chatbot is the IVRS (Interactive Voice Response System) technology that was used on voice calls. It is that system, which gives options to be selected by pressing a number on the phone when a call is made. This procedure is being iteratively carried out for a few minutes until the answer is obtained. 

A bot is part of software that functions automatically giving humans an impression of engaging in an interactive conversation with a machine. The internet has become conversational over the past few years due to the release of messenger applications. It has disrupted internet services to a level where messengers have surpassed the use of social platforms all over the globe. Extinction is expected to arrive sooner than later for the concept of structured communication, such as letters and telegrams, and it will pave the way for chatty and instant gratification-seeking messengers. These messengers allow real-time chatting with friends and colleagues, using the same interface that can suitably be called chat machines. 

The primary application of a chatbot is in the customer service sector. Chatbots are utilized to provide customer service round the clock in the place of a service agent. This helps reduce the costs and remove the limitations concerned with the number of human agents who take the call. Chatbots ensure increased accuracy in data capture during the conversation, improves the accessibility of the brand, and ups the customer engagement points of the company. 

For instance, the chatbots have simplified the process of ordering food on many levels. The customer doesn't need to call a helpline, send an email, or even fill a form to place an order for a meal. All a customer has to do is, log in to the chatbot found on the restaurant's website and then place the order for the required dish. Orders can either be typed or talked to over the call, allowing the chatbot to grasp the order and place it for the customer. The bot will guide the customer throughout the process by asking for choices via options for different condiments, sauces, and cheese until complete order is placed, and the payment is fulfilled for it. Similarly, what is valid for ordering a meal is also true for placing a request for the cab, online shopping, an airline ticket, or to obtain information about the weather. 

See Also: Top Chatbot Solution Companies