WHAT ARE CHATBOTS?

Chatbot

Chatbots

What are they?

A chatbot is a robot (or software) that is used on a website's chat, blog, social media, etc., that provides an instant answer, gives information and maintains an interaction with a consumer. The chatbot usually answers questions and concerns, gives indications and orientations and even suggests solutions and a range of different possible actions to provide great service to the customer according to data, previous orders and other types of information in order to be as efficient as possible.

There are two versions of chatbots: the first one is called artificial intelligence, it basically relies on the customer's interactions and the consumers' habits and contacts. The other one obeys to something that was previously shaped and therefore has a large range of options and several messages and information that are sent to consumers. This means that the program compares these contents and looks for the best answers according to the way consumers interact.

When using the second version, it is possible for the chatbot to save the conversations, interactions, and messages with the customers. This way, it increases the data on their system and this can improve the customer service and the quality of information for other consumers.

Sephora Chatbot

How are they used to support customer service?

I definitely think that chatbots have been revolutionizing the customer service. They support customer service in a way that is completely different because now, people do not have to wait too long to get a feedback. Indeed, it is almost immediate and helps a company solve a problem. It helps both the customer and the company because it helps service agent to focus on other situations while the chatbot answers all the concerns.

Also, I believe that a chatbot is a positive concept for a company because customers are always in the rush, they want to get things fast and I think that chatbot helps in the decision-making and recommendations which are based on customers preferences. In the end, if the customer does not make the purchase, the chatbot can remember the conversation, the customer's concerns and adjusts its recommendations accordingly for the next time the customer visits.

Another great thing about chatbot and how they support customer service is that they access a larger audience. Indeed, the fact that it is so flexible and accessible allows companies to access a huge range of audience at any time of the day.

Moreover, the fact that chatbot can remember your preferences accordingly the previous conversations can also help the improvement of customer service because it is easier and quicker for chatbots to understand your needs. The more a company knows its customers, the better the business will probably perform.

Last but not least, chatbots can help a marketing campaign by suggesting promotions, give discounts codes according to some condition, announce offers, etc. This might happen at the end of a conversation and companies are more and more to use chatbots to promote a brand.

Websites that use chatbots

 

Poncho

SNCF

My own experience with chatbots.

I tried to use with Messenger with CNN newspapers, the new AirFrance chatbot called Louis, and a French store called Promod. I got three different experiences.

CNN: I tried to send a message to the CNN chatbot because on their website it is said and showed to us how to use it and how to get the news of the day or of any particular topic that is of our interest. I asked for the top stories of the day, and immediately, the chatbot sent me the important news of Wednesday, 6th of December 2017. I thought it was pretty efficient for people who do not have too much time and want to get the most of it.


                                                          

Nevertheless, when I tried on Sunday, December 10th to be updated on the situation in Los Angeles, the answer was not the one I was expecting. The chatbot did not answer the question and only showed me the top stories, none of them was speaking about the fires in Los Angeles so I was pretty disappointed with this chatbot.

                                                                 


Promod: I sent the first message to the chatbot on Messenger asking for help regarding a jumpsuit but I never got an answer so I believe that this chatbot is still being developed. Nevertheless, if you go on their website, there is a pop-up window that immediately appears and that allows customers to ask questions that might be answered by the robot or by another customer.


Louis, AirFrance:
The AirFrance chatbot was the most efficient one. Indeed, it answers every question regarding the luggage whether it is before the flight, during or after if the luggage is lost. I tried to ask questions regarding the weight for a flight to Lisbon, Portugal. It immediately answered by providing solutions.