All posts by Shivam Verma

Shivam Verma, Co-Founder and CTO at Chat360, is a seasoned technology leader, boasting a wealth of experience in product development, architecture, design, data engineering, reporting systems, and team building. Armed with a Bachelor's in Technology in Computer Science and Engineering from the prestigious Indian Institute of Technology, Jodhpur, Shivam is dedicated to driving technological innovation and excellence. His journey is marked by a profound passion for crafting exceptional products and tackling real-world challenges through advanced technology and superior software engineering practices. At Chat360, Shivam has played a pivotal role in providing AI-Powered Tech solutions to industry leaders in the B2B domain, onboarding renowned clients both in India and overseas, solidifying the company's footprint in the global landscape. Shivam's expertise extends to the realms of Generative AI and Conversational AI. Under his leadership, Chat360 has developed and evolved an AI-powered SaaS product that empowers enterprises worldwide to generate digital revenue more efficiently, significantly reducing the Cost Per Lead and maximizing conversion rate. Beyond technical proficiency, Shivam is recognized for his exceptional leadership skills. He actively engages in training and mentoring new and existing team members, infusing an analytical and logical approach to design tailor made products that meet the unique needs of diverse industries. His ability to provide optimistic solutions reflects a commitment to driving success in the technology domain. Shivam stands as a driving force in the technological landscape, leading Chat360 to new heights with a focus on cutting-edge solutions, client satisfaction, and team development.
Website

The Complete Guide to Creating a Website Chatbot

With the increased interest in chatbots and digital customer service, the need for chatbot solutions has increased manifold – including website chatbot. A chatbot is a conversational software that acts as an intermediary between a user and a business, allowing users to interact with businesses through artificial digital agents. 

The primary objective of designing a chatbot is to automate routine or clerical tasks so customers can complete them from within the organization. While there are many advantages of having chatbots over human agents, there are also certain challenges. 

In this blog post, we will discuss various challenges when it comes to creating a website chatbot, along with strategies to overcome them.

What is a Website Chatbot?

A website chatbot is a virtual assistant that can operate via conversations on a website. Unlike bots for messenger platforms, it can reside inside any e-commerce website and deliver customer assistance and support through conversational interfaces. 

Chatbots on websites can respond to simple questions and control complex business processes such as buying, booking, paying, and managing inventory. Chatbot platforms are available for integration with the most popular business software and e-commerce systems. Some of these platforms enable developers to easily create different types of bots, customize their responses, and integrate with multiple systems. 

However, the most attractive features of these platforms are their pricing plans and the other features they offer.

How does Website Chatbot work?

A website chatbot is basically a piece of software that learns from conversations. Once you ask it a question, it reads your response and decides what to say next. As you continue to interact with it, it gets smarter and learns your preferences, needs, and habits. The bot reads through your website and collects information about your customers and their behavior. Based on this information, it creates a persona for each customer and uses it to interact with you. The bot also uses algorithms to understand user intent and the intent behind repeated questions. For example, if someone asks you to send a newsletter, you don’t need to answer it again. The bot understands it as an “intent behind the repeated question.”

Features of Website Chatbot

  • Automated Customer Support

A website chatbot is primarily designed to provide automated customer service and assistance. It can respond to simple questions, perform certain tasks, and handle requests for information. It can also provide 24/7 assistance to customers by responding to their questions and solving problems. 

  • Inventory tracking and payment management

The bot can be used to track inventory, manage customers’ payments and refunds, manage customers’ check-in and check-out for events, manage customers’ wishlists, and many more.

  • Niche specific

It is good to remember that a chatbot on a website is a ‘virtual robot’ designed to address and analyze the customer’s needs and understand what they want from you. They are good with improving the experience a customer has with your organization. If a food service seller uses a chatbot designed for a bank, it will be of no use. 

The conversation with a website chatbot will have to be pertinent to your niche and industry. Taking the same example as above, if you are in the food industry and the customer asks the bot about hotel room decor, the bot will be unable to provide accurate answers. 

But unlike a simple bot, an AI-powered bot is adept at spotting trends, learning new things, predicting intents, and using that knowledge to provide you with excellent service. 

What is the role of AI in Website bots?

The primary objective of designing a chatbot is to automate routine or clerical tasks so that customers can complete them from within the organization. Website chatbots have been found to be a great tool for automating customer service and support tasks. They can be deployed within an organization’s website and use information stored in the bot’s database to respond to customer questions. 

Some of the key advantages of having website bots include the following – 

  • They are cheaper and easier to set up than a call center. 
  • They can be deployed on websites, which means they don’t require any additional hardware or software. 
  • The setup process is easy, and everyone in the organization can use them. 
  • Artificial intelligence (AI) is the key to making bots more effective. 
  • They are more reliable than human agents, as there are no issues with memory, mood swings, or other things that affect human agents. 
  • Bots can perform a range of tasks and can serve as practical answers to a variety of customer questions. 
  • The bot can be programmed to track, manage, and control a range of processes, such as sign-up for a service, managing a customer’s check-in and check-out at an event, managing a customer’s wishlist, tracking inventory, and many more. 
  • Bots can help businesses grow as they can use this technology to attract more customers by providing them with relevant information, solving their problems, and managing multiple transactions. 
  • They also help businesses reduce costs by automating customer service and support tasks.

Website chatbots examples—Some Top Brands

Hyundai

Hyundai’s AI Chatbot called “Hi Hyundai” is made for existing as well as targeted client bases. 

What will Hyundai Website Chatbot do?

It makes purchasing Hyundai vehicles easier in these times of pandemic.

Benefits:

It has intent recognition capability, which helps to leverage the Hyundai platform. It segments persona and can analyze sentiments. 

Potential customers may use this Chatbot to:

  • Check out different Hyundai vehicles
  • Locate nearby dealers
  • Check out offers
  • Book a test drive
  • Book a new vehicle 

Existing customers can use the Chatbot for:

  • Service scheduling
  • Checking warranty information

Working with Hi Hyundai Chatbot offers a seamless experience for intuitive virtual assistance for all customer queries.

Unilever

“Bella the Bot” by consumer product giant Unilever is quoted as a highly effective Chatbot this year. 

What will Unilever Website Chatbot do?

It helps the shoppers to start a chat using their smartphone camera to scan a Facebook messenger code on a store shelf or website.

Benefits:

  • It helps to provide product guidance in thinly staffed drugstores. 
  • The bot enables customers to search an assortment of company products before making a purchase. 
  • It bridges the gap between offline and online shopping experiences. 

LG

LG CNS’S VPA Chatbot service is a platform that supports internal company task processes and customer inquiry handling.

What will LG Website Chatbot do?

A SaaS-based B2E business chatbot, it helps in supporting the handling of various business inquiries. Its VPA not only helps in improving individual work efficiency, but also the partners, agencies, and sales representatives can guide themselves while receiving support for handling their work. 

Benefits:

  • It outperforms with its Legacy Compatibility standards and Knowhow, with instance recycling features and trial and error minimization.
  • It has prebuilt UX and convenient features with optimized question-answer templates. This shortens development time and provides optimal convenient functions.
  • It has expandable SaaS-type services which are based on LG CNS’s AI Platform. This gives easy expansion of service contents and scope. 
  • It supports Multi-bot where more bots can be added as per the work purpose.
  • It supports web and mobile front UI channels, where channels can be applied selectively.
  • It provides efficient learning management services for chatbots that are becoming smarter.

Whirlpool

“Applicate” won Whirlpool’s next-gen SFA project. One of the world’s largest manufacturers of home appliances, Whirlpool, decided to move to the next level of automation. This moving ahead from just transaction automation would now significantly impact revenue and execution too. 

What will ApplicateAI do?

It helps in accomplishing all logical and repeatable tasks in Sales, Marketing, and After Sales with “AI Sales BOT.” The basic aim of creating ApplicateAI is to reduce human inefficiencies in sales.

Benefits:

  • Helps in driving revenue and increasing sales, rather than just automating transactions
  • It can be integrated with any database or existing sales automation system used by the company

Thus ApplicateAI gives a completely new dimension to the sales automation process at Whirlpool.

Related: Top 10 website chatbot examples of 2023

Summing up website chatbot

Website bots are a great way for businesses to provide automated, efficient customer service. These bots on websites can be used to respond to questions, perform certain tasks, and provide 24/7 assistance to customers by responding to their questions and solving problems. They can also be deployed on websites instantly without any hassles if you’re using Chat360 web builder. The most attractive features of these bots are their pricing plans and the other features they offer.

Facebook

Facebook Messenger Chatbot – The Complete Guide

In today’s competitive landscape, brands that connect with their users instantly are the winners. And for that, they need to be where the customers are. One effective way to communicate with customers is through the Facebook Messenger chatbot. 

Back in 2011, when Facebook released its Messenger service, people were hooked to it. By 2015, more than 600 million people had used Facebook Messenger. The next step was introducing chatbots to scale conversations and respond to users instantly. 

At the outset, Facebook Messenger chatbots were used for simple use cases such as giving weather updates, taking food delivery orders, or sending flight documents directly to the user’s phone. The chatbot would connect the user to a live human agent or take them to the website or app for anything complex. 

Since then, Facebook chatbots have evolved to help brands send personalized recommendations, increase sales, schedule meetings and do much more in a single window. Today, Facebook bots exchange 2 billion messages with users, allowing businesses to scale their conversations and save operational costs. 

So let’s dive in and understand what Facebook bots are and how they can help your business. 

What is Facebook Messenger Chatbot?

A Facebook Messenger chatbot is an automated tool integrated with Facebook’s Messenger service that interacts with users in real-time and natural language using conversational AI. 

Facebook Messenger is very popular with users. Businesses could engage with their customers on Messenger to build strong relationships. However, this model wasn’t scalable. It led to long wait times and inaccurate answers. In other words, bad customer experience. 

Integrating an AI chatbot with Facebook Messenger allowed businesses to reply to all customers, respond with accurate answers, and be available 24×7, improving customer experience multi-fold. 

fb messenger

How does Facebook Chatbot work?

Facebook Messenger chatbot works by using artificial intelligence and automation. Once an AI chatbot platform is integrated with Facebook Messenger, they become functional and intelligent. 

With AI technology, these FB chatbots can understand complex questions and respond to users accurately. AI subsets such as natural language processing (NLP) allow these chatbots to understand human language, converse in natural conversations and personalize interactions. 

The Facebook Messenger chatbot works in a three-step process:

  1. Input: The user interacts with the Facebook Messenger interface and enters their query. 
  2. Analysis: The AI part of the chatbot understands the intent behind the query. And the automation engine maps the intent with the database (with the help of Facebook Messenger API) to pull relevant information. 
  3. Output: AI engine gets back to work and converts machine language back to human language to respond to the user. 

This process is repeated with every user input. 

Suggested read: Facebook Messenger Templates Guide

Capabilities of Facebook Chatbot

Should you opt for a Facebook bot for your business? With many businesses moving towards this trend, this must be a burning question for you. Worry not! We’ll list some benefits for you to decide. 

1. Be available 24×7

Your customers are already on Facebook and familiar with Messenger service. Moreover, they spend a lot of time on the platform too. What they want from you is to be available when they need you. The Facebook chatbot allows you to interact with your audience 24×7. Your customer support is always on and running, even during non-business hours and holidays. Being available round the clock also ensures the messages you send have a high open and response rate. 

2. Save customer time

Customers spend a lot of time waiting to resolve their queries. Either they spend time pressing one number after another on IVR or waiting to connect to an agent (or sometimes two). Facebook Messenger bot automates repetitive queries (e.g tracking orders, returning products, booking appointments, rescheduling bookings, etc.), without human intervention. It saves user’s time in accessing the information at their convenience. 

3. Qualify leads and nurture them

Customers use social media channels as much to find new products as they use them to stay connected with family and friends. Every interaction is a chance to showcase your products. A Facebook chatbot can recommend products based on their preference, answer questions, process payments, and send invoices– all in a single window. This conversational commerce leads to actual business results through lead qualification, sales, and upselling. 

Related: How to use Facebook chatbot for lead generation?

4. Enable self-service with automation

With the rise in DIY (do-it-yourself) culture, customers want to resolve their queries on their own. However, navigating through the knowledge base and help center docs is a troublesome task. Facebook bots can help users find the correct information and resolve their issues at their convenience. It gives them the satisfaction of completing a task without depending on others, resulting in a happy experience. 

5. Reserve agents for more considerable challenges

As more and more users interact with the Facebook bot to resolve their queries, agents are liberated from repetitive and monotonous work (a.k.a. responding to frequently asked questions.) It allows them to work on projects with higher ROI, boosting their satisfaction. The intelligent routing feature in the FB bot ensures the chat goes to the right agent with relevant information. It saves the customer’s time and boosts the agent’s productivity. 

6. Branch out your communication channels

There are more than 100 social media channels in the world, and 17 of them have at least 300 million active users. In addition to phone, email, and IVR, users want to connect with companies on channels such as Facebook, Youtube, WhatsApp, Instagram, WeChat, TikTok, Telegram, etc. as well. While a business can’t be on all of them, if your audience is on Facebook, integrating your chatbot on it allows your brand to connect with your audience on their preferred channel. 

7. Improve customer experience at the check-out process

Cart abandonment is a spine-chilling experience for any business. The average cart abandonment rate is 68% for e-Commerce stores. That’s a lot of loss for businesses that should convert into revenue. A Facebook Messenger chatbot can reduce this number by answering customer questions immediately, guiding them through the checkout process, and re-engaging with them to complete the process—some of the most common reasons for cart abandonment. 

What is the role of AI in FB bots?

Today, AI is infused into our everyday experiences. One such tool where AI is applied is chatbots. Unlike regular rule-based chatbots, AI helps these bots to understand human language based on context and previous chat history. 

AI in FB chatbots understands a query by extracting its meaning, analyzing the sentiment, and gathering more context from words. This allows the machine to chat in natural conversations. In addition to this, AI helps personalize the customer experience by understanding their preferences and pulling information from customer databases.  

Artificial intelligence in FB bots also helps in identifying patterns in customer behavior and flagging them for escalation. This improves communication security for sensitive data. 

Facebook Messenger chatbots examples

Facebook chatbots can be used for various use cases by sales, marketing, and customer support teams. Let’s look at some companies who are killing it at Facebook chatbots. 

1. Surveybot: Friction-free feedback collection

Getting customers to fill out a survey form takes time and effort. Especially when there are too many fields to fill. Surveybot reduced the friction by asking for customer input in Facebook Messenger when the user is already there. The chatbot asks conversational questions that are more engaging. And users don’t have to click any link or navigate to another page, resulting in high response rates.  

2. Dominos: Smooth purchases with a personalized experience

Probably one of the most efficient chatbots ever, Dominos allows its users to buy pizzas directly from Facebook Messenger. The chatbot converses with the user to display the menu, takes the order, tracks it, and supports customers with common questions. And if a customer is a repeat user, the Facebook bot personalizes the experience by asking them if they’d like to repeat the previous order. It enhances customer experiences by leaps and bounds. 

3. Kayak: Recommendations customized to your needs

Travel and hospitality is one domain where every user has a different need. Hence, a one size fits all approach doesn’t work here. Kayak overcomes this challenge by setting up a Facebook chatbot on Messenger to give flight and hotel recommendations to users. The FB bot asks users specific questions and uses previous chat and search history to understand their preferences. Based on this data, the AI shows users personalized recommendations. 

4. Sephora: Convenience while scheduling meetings

Booking an appointment is one of the processes that can be automated end to end—the users open a calendar, search for the date and time they want a service, block a time according to their convenience, and get a confirmation email in their inbox. Sephora took this model to their users on Facebook Messenger and used a chatbot to enhance their experience. The chatbot would ask the user for their location and the type of service they want to finalize the booking. 

5. L’Oréal: Make sales when live shopping

During one of their live shopping experiences, L’Oreal Indonesia used Facebook Messenger to interact with attendees. The users could chat with influencers, get more details about products, and make purchases in the chat. Automation would then take care of the other supply chain and fulfill the order. This personalized experience from the live stream helped L’Oreal Indonesia build trust and boost sales from one event. 

FAQs

  • Is Facebook chatbot free?

Facebook doesn’t charge any fee to build a Facebook Messenger chatbot. However, if you are building one through a third-party, then you will have to pay a nominal amount to them. You can also read: How to build a Facebook messenger chatbot?

  • What to name a Facebook Chatbot?

Giving a name to your Facebook bot adds personality to it and makes it more approachable. The name could be based on the role they’ll serve (e.g. Helper Bot, AmazeBot), a brand name in itself (e.g. Siri, Alexa), or any funky and cool name (e.g. Eva, wall-e). 

  • Does the FB bot function on Mac?

Yes, Facebook bots work on Mac. They also work very well on Windows, Android, and iOS platforms. 

  • Can FB bots invent their own language?

No, at least not yet. In 2017, two Facebook chatbots, Alice & Bob started talking to each other in a language they made up, which humans couldn’t understand. This behavior is considered normal in AI and is nothing alarming. 

Further, read:

All about Facebook auto-reply

How to get a Chatbot on Facebook Gaming?

WhatsApp

Free Of Cost WhatsApp For Sales Boost – Yes or No?

WhatsApp has become an increasingly important part of our lives, hasn’t it? Billions of messages are passed on WhatsApp every day. Whether an individual is attempting to contact a long-distance friend or a business is trying to connect with a local customer, WhatsApp has made conversations simple for all! If you are a company that provides international services and wants to connect with customers instantly and at no cost, WhatsApp is the tool for you. Customers are becoming more accustomed to making purchases at the tap of their mobile screens as technology advances.

Why Should You Use WhatsApp for Sales:

Reach:

You can reach a wider audience with WhatsApp for sales than you could with other channels because it is the most popular messenger app in 128 countries.

Low Barrier:

With WhatsApp for sales, you can reach out to clients through a channel they are already using. The majority of people check their messages several times per day, making WhatsApp the simplest and most practical way for them to contact companies.

Stunning Speed:

Long wait times and slow responses are two major sources of customer annoyance. Because WhatsApp messages are shorter and more concise than emails, you can respond to customers’ inquiries and problems more quickly, lowering the chance of churn.

Data Privacy:

Privacy worries are becoming more prevalent in the current era due to the increasing presence of hackers. But WhatsApp for sales is highly secure due to its end-to-end encryption and dedication to upholding user privacy.

Brand Impression:

Making it onto your customers’ phone contact list has a personal feel to it. It conveys a more casual vibe than phone or email and demonstrates to your customers that you are on their level.

Suggested read: How to add WhatsApp bot for groups?

Stats That Prove WhatsApp is Preferred by Businesses Worldwide:

According to PYMNTS, WhatsApp Business, its B2B initiative, has amassed more than 5 million business users in just one year since its launch.

According to Mailchimp, despite their popularity, emails and SMS have open rates of 21.33%. Click-through rates are even lower, with only 2-5% of recipients clicking on the links provided in the email. In contrast to emails and SMS, WhatsApp has a 98% open rate, which means that 98 messages out of every 100 are read.

Every day, approximately 175 million people send messages to business accounts on WhatsApp, according to WhatsApp CEO Will Cathcart.

Automating WhatsApp Abandoned Cart recovery notifications aids in the recovery of 45-60% of abandoned carts and application drop-offs.

How to Use WhatsApp for sales:

Whatsapp For Sales

If you are planning to use or are already using WhatsApp to increase your sales, here are some good tips for selling on WhatsApp:

Establish Your Business:

Setting up a WhatsApp business profile is the first step in getting your business selling on WhatsApp. It is advisable to get a new phone number that will be used only for business. You would need to verify your phone number, choose a business name, and upload a profile picture after installing and opening the app. You can then access the settings to configure your hours of operation. As soon as a customer starts a conversation, you need to send them a welcome message.

Improve Product Visibility:

To showcase your goods or services on WhatsApp, you should think about making a catalog. Previously, companies could send product images one at a time. Customers can now view the entire company catalog within the interface, though. Your customers can interact with your business easily thanks to a catalog. You can add a variety of products or services to your catalog on WhatsApp Business.

The following are the steps to do so:

  • Open WhatsApp Settings and select Business Tools.
  • To add a new item, select Catalog.
  • To add pictures, click the plus sign.
  • Don’t forget to include the name of your product or service, and think about including any optional information like a description or website link.

Clear-cut Product Demonstration:

WhatsApp gives you the ability to immediately forward product demonstrations to your customers because of its rich media features. You can share a variety of images and instructional videos with your audiences to provide them with high-quality information about your product or service. The path to generating excitement about your good or service is made clear by product demonstrations. Additionally, they let you respond to a variety of product-related questions right when a potential customer needs your help. Better business engagement results from this, which raises conversion rates.

Develop Customer Relations:

For most businesses, developing fantastic customer relationships is the pinnacle of success. The appeal of WhatsApp is that it allows you to interact with your customers on a platform that they already use to talk to their loved ones. With faster, more direct, and more individualized service, WhatsApp can help you build stronger relationships with your customers and increase conversion rates.

Support Customers Post-Sales:

After a customer makes a purchase, the relationship does not end. Everyone has purchased a product that does not meet their needs or that they do not know how to use at some point. If a customer has to jump through hoops to get a refund or product assistance, they will not hesitate to let you go.

WhatsApp is a low-effort way to provide post-sales support to your customers without making them wait in long lines or repeat information. You can provide video tutorial support for goods that don’t need technical know-how. Without exchanging emails back and forth, refund requests can also be handled quickly.

Turn to Automation:

You can’t be efficient and fast unless you have the right automation. The right automation will help you save the time required to provide your customers with the personalized service they desire. Here are some possibilities:

Quick responses: Use templated messages to respond to frequently asked questions quickly.

Auto-replies: Whether you’re out of the office or simply unable to respond quickly, set up an auto-reply to ensure your customers receive an instant response.

Chatbots: Creating a WhatsApp chatbot is the ultimate option. Chatbots can assist you in answering questions, routing customers to the appropriate agent, and even collecting leads. You don’t even require coding for designing chatbots for WhatsApp.

You can turn to Chat360 to design chatbots with ease.

Features Provided by WhatsApp for Sales:

Broadcast:

WhatsApp for sales has a lot of untapped promotional potential. You can send informational or promotional content to your customers using the “Broadcast” feature without invading their privacy, as it works similarly to the BCC feature in emails. And, because you need your customers’ permission to send them WhatsApp messages, you can be certain that you’ll only be targeting leads who are interested.

You can share information about flash sales and promotions using the “Status” feature. Because an updated status is only available to viewers for 24 hours, it can be used to capitalize on your customers’ scarcity mindset and increase conversions.

QR:

WhatsApp has a “click to chat” feature that allows you to start a conversation with someone without saving their phone number. This is convenient for customers who do not want to remember the phone number of every business with which they interact. You can produce a link that can later be transformed into a QR code.

As an alternative, you can just print your QR code on posters or marketing materials. By scanning the QR code with their smartphone, customers can strike up a conversation if it piques their interest.

Related: WhatsApp Bot Features Guide

Switch to WhatsApp for sales for the betterment of your business:

If there is a real question of if businesses should use WhatsApp for sales or not, there is only one answer to that. Yes indeed, WhatsApp for sales is a powerful platform that can help your company drive lead generation and customer engagement.

WhatsApp Business enables businesses to message their customers directly within the WhatsApp messaging platform in a safe and secure manner. WhatsApp has several features that, when used correctly, have the potential to increase your sales.

Furthermore, you can use WhatsApp chatbots to respond to potential customer inquiries and provide your audiences with a hassle-free sales journey.

Get a chatbot for WhatsApp for sales and see your revenue booming in no time!

Customer Support

Human Communication VS Customer Service Automation

Communication is the most important thing in any business. Good communication can help you to build a strong relationship with your customers and your employees.

However, it is not always easy to communicate with people; sometimes, they don’t understand what you want from them or they just don’t want to talk to you at all.

That’s where automation of communication comes in: it helps to make it easier by automating repetitive tasks like responding to customer questions or sending email newsletters.

But how does it work? And what’s the difference between human-based communication and customer service automation?

If you’ve ever had to deal with a customer service representative through email or phone, you’ve probably wondered how to tell if they’re a person or a bot.

The reality is that it’s not always easy to tell the difference between human and automated interaction, but there are signs you can watch for. Here are some ways automated bots and humans differ from each other.

Top 3 Differences for Human Communication Vs Customer Automated Service

Human Communication Vs Customer Automated Service

In many ways, humans are less reliable than automation. Humans make mistakes.

They’re not consistent or predictable, as they can change their minds depending on the situation or their mood and feelings at the time.

Also, they’re susceptible to external influences like emotions and environmental factors that might cause them to behave differently than normal. Some important differences between human communication and customer automated service are as follows:

1. Stronger Possibility of Mistakes in Human Communication

Humans are more prone to making mistakes. They aren’t always consistent, reliable, or motivated.

For example: If a human is working on your customer service ticket and you don’t get exactly what you want the first time around, they may not be able to fix it right away—they may have an off day or be too busy with other tasks.

While in customer service automation offered by Chat360, you can easily have the chatbot respond to your customers in a fraction of the time.

This is especially helpful if you have a high demand for customer service, or during peak hours when you don’t want customers to wait for an answer.

Additionally, since it’s programmed with algorithms and rules that execute on their own, you know exactly how long it will take the bot to respond to each message received.

A human may be able to give an approximate response time based on how many messages they’ve already responded to that day.

2. Accelerated Turnaround Times in Automation

One of the main reasons automation is better than human customer service is because it can respond faster.

When you’re waiting to receive a response from a human, many factors could slow down your service.

For example, if your call goes to voicemail or if you have to leave a message for them to call back and then wait for them to do so, this can take some time—and even more, if they aren’t reachable by phone at all times of the day.

Automation also has its version of “fast” responses: automated messages!

Automation can be programmed to respond faster than humans, and it doesn’t matter if you’re open 24/7 or not—the bot will always be available for questions and concerns.

3. Computer Systems Lack Emotional Intelligence

It’s important to understand that empathy is not a part of the automated service process.

The reason for this is simple: empathy is a human emotion, whereas customer service automation is designed as an impersonal process.

Your goal should be to create a system that is as human-like as possible while remaining automated.

For example, If you’ve called customer service and gotten an answer to your question from an actual person who could empathize with your situation and help explain some of the details in more depth than just “yes” or “no”, then it was likely because they were using their time to help you out.

The problem with customer service automation is that it doesn’t have this flexibility. Instead, it’s designed to follow a certain set of rules to provide the most efficient response possible—which means that empathy may not always be a part of the process.

Advantages of Automated Customer Service with Chat360!

  • Automation is actually cheaper and more consistent than human communication.
  • Turn around times are faster because you don’t have to wait for that one employee who was absent from work.
  • Automation also means less overhead costs: no wages, no benefits (other than perhaps some initial development cost), and when something goes wrong there’s no one for whom you have to account for their actions.
  • The computer simply tells you what happened and gives an option on how to proceed with your complaint/request/issue.

Our Chat360 automated bots will provide better consistency and also allows businesses large or small access to advanced customer service tools such as sentiment analysis which can help them improve their products based on customer feedback across multiple channels including social media sites like Twitter & Facebook or even text messages sent directly through Whatsapp.

To Conclude:

While automation may seem like the better option for customer service, some downsides should be considered. Humans are also more vulnerable to mistakes when working under pressure or stress.

There is no need for empathy in automation, as the computer does not have to deal with a person’s emotional state or mood.

With all this in mind, it’s important not only to consider whether or not your business needs a live chat feature but also what type of customer service experience you want them to have while using it!

Suggested read: Humans Vs Chatbots

FAQs Related To Customer Service Automation Examples

    • What kinds of services are automated?

Ans. Portals for self-service and knowledge bases, Canned responses, often known as standard email responses, Chatbots, virtual assistants, and live chat, using machine learning and artificial intelligence.

    • What may be enhanced by service automation?

Ans. Automation can enhance the performance of service assets, as well as service utility and warranty. The capacity of automated resources can be changed with ease. Since they don’t require human interaction, they can be accessed outside of regular business hours or time zones. Systems that are automated can be evaluated and enhanced.

    • Customer experience automation – what is it?

Ans. Automation of the customer experience (CX) refers to any technology that helps customers with routine tasks, occasionally taking the place of human interaction, to enhance customer interactions.

Further, read:

Inbound Customer Service Vs Outbound Customer Service

WhatsApp

Tactics for Restaurant WhatsApp Bot

A software program or service miming human-to-human interactions is called a chatbot. Artificial intelligence and machine learning are typically used to accomplish this, enabling the WhatsApp chatbot to understand human user communication and respond in a manner that appears intelligent.

In light of this, a restaurant chatbot is a service that enables customers to submit inquiries or requests without requiring a member of the staff to get back to them. Restaurant chatbots are explicitly created with restaurant patrons in mind and respond to the most frequent questions in a suitable manner.

Smart tactics for Restaurant Chatbots:

Make Your Chatbot Answer the Customer Queries for You:

As per a report from HubSpot Research, when it comes to customer service, 90% of customers consider an “immediate” response to be essential or very important. 60% of customers define “immediate” as less than 10 minutes. Therefore, you cannot ignore direct messages and spend hours each day manually responding to the same queries. However, a chatbot can complete it automatically.

By giving your staff more time to concentrate on other objectives through FAQ automation, you can increase office productivity. Additionally, because people feel more valued when they receive prompt responses, the brand’s response rate and customer engagement increase.

All common inquiries in your restaurant, bar, coffee shop, food truck, or food delivery service can be resolved by a well-designed restaurant chatbot. This can be accomplished using pre-set questions and answers or by utilizing artificial intelligence to respond to open-ended queries. Therefore, it follows that the process of learning about your company’s offerings in the food industry will be easier and friendlier if you do so.

Use Chatbots to Take up Orders Online and Provide Payment Pathway:

Restaurant Chatbots

You can interact with your customers and take orders online using a chatbot with 100% accuracy. Additionally, you can integrate the chatbot for your restaurant with POS software so that customers can order and pay using the same interface. The place where your customer pays for goods or services at your store is known as the point of sale, or POS. This system enables your company to accept payments from clients and manage sales.

Suggest Menu Items Using Chatbots:

Assume your visitor is looking for dinner on your website. Then, a chatbot appears, asking if it can assist them and displaying some food recommendations in menu card format. The customer can then pick and choose what they want and order it directly from the bot.

Restaurant chatbots can also recognize returning customers and advise the visitor based on previous purchases. A bot can recommend dishes that a customer may not be aware of, or the best drink to pair with their preferred meal. All of this can help them become more familiar with your restaurant.

Simplify the Process of Food Ordering:

Food ordering automation is simple and quick. You can enable customers to place orders with your restaurant on a Facebook page or through the chat window on your website by conversing with the chatbot. It’s a great option for customers who don’t want to call you or use an additional mobile app to place an order.

Chatbots can provide clients with delivery status updates, allowing them to know when their meal will arrive at their table. To alleviate any concerns, you can implement a delivery tracking chatbot and provide customers with up-to-date delivery information. So, if you provide takeout services, a chatbot can immediately respond to food delivery questions from your customers.

Follow-up and Managing Reputation:

Two crucial aspects of the restaurant industry are follow-up and reputation management. A restaurant chatbot can be designed to communicate with customers and ask them questions about their experience, their thoughts on the food, and what they liked and didn’t like.

This follow-up can also be used in conjunction with a larger reputation management strategy. Restaurant chatbots can be designed to send communication to customers asking them to write reviews or submit feedback, which can then influence other customers who look for reviews before booking a table at a restaurant.

Collect Crucial Feedback:

Reviews are crucial to the modern consumer. They now make restaurant choices based on feedback that previous diners. It is important for restaurants to get some positive ratings on different review sites as well as on your Google Business Profile.

A restaurant feedback chatbot can help you with that. It can send automatic reminders to your customers to leave feedback on third-party websites. It can also finish the chat with a client by sending a customer satisfaction survey to keep track of your service quality.

Simplify the Chatbot Design Process:

Instead of turning to design your restaurant chatbots using extensive coding, you can turn to the likes of. This is certainly a smart tactic as it is quite user-friendly, easy and just requires you to sign up and customize the chat flow using drag and drop builder.

Restaurants Benefit Through Chatbots:

Restaurants stand to benefit greatly from AI technology. Restaurants will be able to better serve their tech-savvy customers, increase margins, and meet their demands by expanding the use of already-existing technologies like chatbots. Success depends on a proper strategy put forward to maximize the potential of chatbots.

Chatbot

How To Setup Chatbot In Shopify E-Commerce Website

Shopify is one of the most popular e-commerce platforms, assisting many businesses around the world to go online by creating their marketplace. More than 1.3 million suppliers utilize it worldwide as per Unite.shopify.com.

While the client is the center of the eCommerce business, it is crucial to have efficient customer engagement to improve total sales and improve customer experience.

Here’s where Shopify Chatbots come into their own.

In order to respond to client inquiries and turn them into active sales, chatbots have been crucial. Without automation, AI, and chatbots, it is impossible to keep up with the ever-increasing volume of clients in e-commerce companies and the limited personpower available.

How does Shopify Works?
Shopify is an eCommerce platform that lets users build online stores. This platform allows users to sell their products on the internet. Users can also accept payments, ship items, market themselves, and engage customers with Shopify.

As per a report from Sleek note, Shopify App Store is used by 87% of merchants around the world. No wonder, it is a popular eCommerce platform that powers millions of online stores worldwide. Inventory management, product listings, payment processing, shipping options, analytics tools, marketing automation, SEO, social media integration, and other features are available.

Reduce Labor Cost:

Chatbots cost nothing to engage with. These bots take care of work that would otherwise need paid staff members or expensive software platforms.

24/7 Support:

You get always-on support without the need for a 24-hour support team. You can capture and engage leads at any time of day or night by adding a virtual rep to your team. Your bot will then forward them to your human associates at the appropriate time. Even when your human workforce is absent, chatbots work around the clock to provide sales and customer service.

Instant support to help convert more Shopify potential customers:

Immediate Response To Potential Customers:

If questions are not answered quickly, the majority of shoppers will abandon their carts. Customers want answers now, not later, and you can empower them by responding to their inquiries about sizing, product care, returns, lead generation, and other topics.

Chatbots answer customer questions in real time, allowing them to solve problems quickly and efficiently. It assists retailers in improving customer satisfaction, increasing sales funnel, meeting sales targets, reducing customer support tickets, and lowering churn rates.

What Type Of Chabot Should You Design For The Shopify Store?

It is critical that we design our chatbot in such a way that it can meet the majority of your needs under one roof:

The obvious choice is conversational chatbots. Give your customer the comfort of a conversation while assisting you in reaching your peak productivity. A well-designed chatbot can even provide zero contact resolution, which means no human intervention is required.

Assist bots are critical for optimizing internal processes. They can keep track of your data and assist you in better assisting customers, protecting your store from bot attacks, and so on. These bots are excellent for team scaling. You can relax knowing that assist bots will provide security and insights into your business without you having to lift a finger.

Create a Shopify Chatbot in just 7 Steps, Without Coding!

Building chatbots don’t always require extensive coding. Chatbots can be designed and built quite easily using the likes of Chat360. You can create a chatbot and employ it on platforms like Shopify with ease.

You just have to do the following:

1. Initially, you have to sign up with Chat360.

You need to log in to the Chat360 or create a new account if not already registered to access the Chatbot building platform.

Chat360 Sign up page

2. Once you are logged in, head over to the ‘Bots’ section, you can see at the upper right end of the screen.

Choosing a chatbot for integration with your platform

 

3. Click on the “Add New Chatbot” option present on your dashboard’s right. To construct your chatbots using Chat360’s customizable, select “start from scratch.”

Click on the “Add New Chatbot” option

4. Create Your Own Bot Using a Simple Drag and Drop Builder.

Create Your Own Bot Using a Simple Drag and Drop Builder

You can also reach out to us in case you need any assistance to create your Shopify Chatbot.

5. You can also do customization to your chatbot, which could be changing color, text boxes, chatbot image, etc in this section.

Customization of your chatbot

6. The next step is crucial where you have to integrate the code to the backend of your shopify website, in order to integrate the chatbot. To get this code, you need to put your website’s domain name and publish it, a new code will appear in the black box, all you have to do is add this code to your website with a web developer assistance.

Integrate the chatbot to your shopify website

7. Test you Shopify Chatbot on you website.

Integration With Shopify

Turn To Chatbots To Accelerate Your Store And Business:

You are always on call as a small business owner. Every day, you make difficult decisions to put out fires. However, this does not have to come at the expense of your customers. Furthermore, you need satisfied customers to propel your company forward. So, pick a powerful, intelligent chatbot that can grow with you. A bot that you and your customers can always rely on for assistance.

The only way to stand out from marketplaces and retail behemoths is through automated support and fulfillment. Using chatbots, you can shorten your sales cycle time, provide high-speed customer support for common use cases like order tracking, refunds, and cancellations, and create exceptional customer experiences.

You can always reach out to us in case you need any assistance to create a Chatbot for your Ecommerce website, schedule a demo today!

Facebook

How to use Facebook Messenger Chatbot for Business

Facebook chatbots have come a long way since Facebook first allowed developers to create Facebook Messenger bots in 2016. Chatbots have come a long way as well and have become a main-stay currently.

Chatbots are now the go-to tool for boosting marketing, accelerating growth and revenue, and providing fantastic customer service. A marketing chatbot deployed in Facebook Messenger has a wide range of functionality, and marketing bots have a direct impact on increasing your bottom line.

What is Facebook Messenger?

Facebook Messenger is a well-known messaging platform and app. Text messaging, voice, and video calls are all supported by the platform (including group video calls). Users can customize their experience by choosing from a variety of chat themes, stickers, and custom reactions with avatars. With 1.3 billion users, Facebook Messenger is the world’s fourth most-used social platform, according to the Digital 2021 Global Overview Report.

Messenger is also a popular customer service channel for brands with a Facebook presence. Businesses can use it to answer customer questions or as a channel for advertising. Anyone with a Facebook account and an internet connection can use Facebook Messenger for free.

What is a Facebook Messenger Chatbot?

A messenger chatbot is a piece of software that communicates with humans using artificial intelligence. When using artificial intelligence, a bot is programmed to understand questions, provide answers, and assist people. A Messenger bot operates by communicating in live artificial intelligence-driven conversations via the Facebook Messenger app, which you can configure for any aspect of your business and marketing.

Chatbots have continued to develop and provide options and functionality for the Facebook Messenger Bot over the last four years. As per Statista Facebook Messenger now has over 1.2 billion active users, and the platform has been used to create over 300,000 bots.

Need for Facebook Messenger – Statistical Study:

More than 70% of respondents to a Facebook survey are known to have said they anticipate being able to message businesses for customer service. Furthermore, more than 59% anticipate messaging businesses in order to make purchases.

According to a Facebook research survey, people use Facebook Messenger as follows:

More than 81% of respondents send messages to companies inquiring about their goods or services.

75% of respondents ask businesses for help via message.

In order to make a purchase, more than 74% of respondents message businesses.

Facebook Messenger Can Be Used in a Variety of Ways

There are several key use cases for Facebook Messenger to consider:

What Are The Ways In Which You Can Use Facebook Messenger:

Respond to customer inquiries about your products, services, or company:

Someone may contact you to inquire about pricing, business hours, or any associated aspect. Answering these questions quickly can mean the difference between a sale and a loss.

Drive Conversions Proactively.

Facebook has some outstanding native features, which we’ll look at further down, that allow users to do things like book appointments with businesses. You can use these features to generate leads and actively drive sales. Chatbots can also be useful in this situation.

Benefits of Facebook Messenger Chatbots for Business:

How To Use Facebook Messenger Chatbot For Business

Offers Seamless Customer Service:

Customers expect 24-hour availability and despise being put on hold. They also ask many of the same questions repeatedly (and again). If you spend a lot of time assisting customers with tracking deliveries, checking your return policy, or scheduling appointments, a little automation will go a long way. Customers will have access to the information they require even if they are unavailable. They will save time by receiving instant responses to their questions, and you will save time by allowing your Facebook Messenger chatbot to answer simple questions.

Reach Out To Customers:

When someone reaches out to you on Facebook Messenger, it creates an opportunity for your business to follow up through a conversational bot. Each message exchanged is a chance to learn valuable information about a customer that can help build a long-term relationship. Once your business in the form of a chatbot has responded to an initial message, there are several reasons why you might want to re-contact this customer in the future.

Automate Sales:

A Facebook Messenger bot can generate sales with the right script. Personalized recommendations, lead qualification, and upselling are all possible with conversational commerce. Your bot can identify potential customers’ needs, ask basic questions, provide inspiration, and direct high-quality leads to your human sales team as it greets them.

How To Build Facebook Messenger Chatbots With Ease?

Building a Facebook Messenger bot does not need any form of extensive coding. All you have to do is:

Go to the Chat360 page and login or create an account.

Select Build the bot from scratch or use templates from the Select Bot Type dialogue box.

Cha360 Dashboard

Choose the platform for which you want to build your chatbot, such as Facebook Messenger.

You are now in the chatbot development space. You must drag and drop the options from the left-hand panel to create your chat flow.

Chatbot Development Space

Following the creation of the chat flow, proceed to the next phase, ‘design,’ where you can choose the colors, theme, and User Interface, as well as make other changes to make your chatbot look more appealing.

Integration:

Furthermore, Chat360 has scope for integration with Facebook Pixel. You will be able to measure the effectiveness of your advertising campaigns and use the data collected by Facebook Pixel to ensure that your ads are being shown to the right people. This will prove to be helpful for your business and growth on the basis of learning from the analysis of necessary data collected.

How to Promote Your Facebook Messenger Chatbot?

Once you’ve created your Facebook Messenger chatbot, you’ll need to plan how you’ll use and promote it. Here are some tried-and-true strategies for doing both:

Create a Facebook Messenger button for your website and Facebook page:

Customers and prospects can connect with your chatbots with a single click by placing a button on your website or Facebook page. If your site is powered by a CMS (content management system) such as WordPress, Facebook will provide you with appropriate embed codes for your landing page. Alternatively, you can use plugins.

Create specific landing pages.

Dedicated landing pages can assist you in connecting with more customers through Facebook Messenger. A landing page is a simple, targeted web page that directs visitors to a single goal.

Automation Is On The Rise! Turn To Messenger Chatbots!

Automation is tipped to be a main-stay as technology progresses constantly. In the context of Facebook Messenger bots, the technology reduces the need for human input, allowing your team to focus on higher-value tasks. Chatbots, on the other hand, are programmed to remain true to your brand, which means they allow customers to connect with brands in a very human, personal way while also allowing your business to grow through automation.

Further, read:

How to set auto reply in Facebook messenger?

Chatbot, Website

How to Integrate Dialogue Flow Bot to WordPress Website?

Websites play an essential role in converting potential customers into sales. Businesses have realized that by incorporating chatbots into their websites, visitors stay engaged for much longer, significantly improving conversion rates.

Chatbots are also excellent resources for gathering and disseminating relevant information. Furthermore, because simple business processes can be automated without sacrificing human resources, this is a cost-effective way of generating online value. Natural language processing has been used extensively in the development of conversational chat and voice assistants that serve as virtual customer service representatives for mobile and web applications.

What Is Dialogflow And Why Is It Effective?

Dialogflow is a platform that makes it easier to create and design a natural language processing conversational chat assistant that can accept voice or text data when used from the Dialogflow console or an integrated web application. Dialogflow’s goal is to abstract away the complexities of developing a Natural Language Processing application and provide users with a console where they can visually create, design, and train an AI-powered chatbot. The following are reasons why chatbots based on Dialogflow are effective:

Simple Multi-Channel Integration:

Dialogflow integrates with the most popular messaging apps, including Facebook Messenger, Slack, Twitter, Kik, Line, Skype, Telegram, Twilio, and Viber, with a single click. Even some voice assistants, such as Google Assistant, Amazon Alexa, and Microsoft Cortana, are affected.

Usage of Natural Language Processing:

Dialogflow can provide a better user experience with NLP than some platforms that work on predefined questions, such as Chat360. DialogFlow Agents excel at natural language processing (NLP).

Operation Mechanism of Dialogflow Chatbots:

  • A user sends a text message or a voice message.
  • The message is transferred to Dialogflow.
  • The message is classified and matched to the appropriate intent (Intents are defined manually by developers in Dialogflow)
  • For each intent in the fulfillment, we define the following actions (Webhook).
  • When Dialogflow detects a specific intent, the webhook will use external APIs to search for a response in external databases.
  • The external databases return the necessary information to the webhook.
  • The intent receives a formatted response from the webhook.
  • Intent generates actionable data based on various channels.
  • The actionable data is routed to the output Apps/Devices.
  • The user receives a text, image, or voice response.

How Does Chatbots And Specifically Dialogflow Chatbots Fit In WordPress?

In general, chatbots should be a stunning addition to WordPress websites. Chatbots can function 24/7. They can address users’ questions and needs within seconds, and direct them to the right person when they require assistance from sales or support staff. This makes them extremely effective for collecting and prioritizing leads, directing visitors to helpful resources, personalizing the browsing experience, and even reducing employee workloads by handling all of the tasks.

Even more, Dialogflow chatbots can especially prove to be game changers for WordPress websites. Dialogflow saves developers time by making the coding process easier. The system includes an inline code editor where developers can complete all code-related tasks. With this, their agents can be connected to their applications through Cloud Functions or on-premise.

Importance of Chatbots for WordPress Blogs

Chatbots are an excellent way to begin collecting data for your blog. With this data, your content strategy will be tailored to provide solutions to your readers and answers to their questions. The ability to collect data on the exact questions they are asking will allow you to align your content marketing strategy using your readers’ words rather than your own. Because you are now speaking in their language, you will be able to connect with them more effectively. As per a report from Juniper Research, Businesses and consumers will save a total of 2.5 billion hours by 2023 by utilizing chatbots. Usage of chatbots in WordPress brings a whole new way for

Creation And Integration Of A Sample Chatbot In WordPress (With Reference To Chat360)

If you’re familiar with Python coding, you can use it to create your chatbot using Facebook’s API. But wait, you can easily create a Facebook chatbot without any coding knowledge.

Step 1: Go to the Chat360 page and log in or create an account.

Step 2: Select Build the bot from scratch or use templates from the Create New Bot menu.

Step 3: Choose the platform for which you want to build your chatbot, such as Facebook Messenger.

Step 4: You are now in the chatbot development space. All you have to do is drag and drop the options from the left-hand panel to create your chat flow.

Step 5:Following the creation of the chat flow, proceed to the next phase, ‘design,’ where you can choose the colors, theme, and User Interface, as well as make other changes to make your chatbot look more appealing.

Now that you have a Facebook chatbot created, you can integrate it with WordPress. The use of a plugin is the simplest way to accomplish this, like the case of WP chatbots. This plugin is incredibly easy to set up compared to others. Then, navigate to the new WP-Chatbot tab on your WordPress dashboard after installing and activating it. You must first enter your chatbot’s Facebook App ID and the corresponding Page ID.

Whether or not you used a third-party service to build your chatbot, the procedure for locating and entering these IDs is the same. Additionally, WP Chatbot for Facebook Messenger lets you choose the default color for your message screen and how your bot should welcome guests. Change the Minimized setting that appears at the bottom to Default. When someone visits your website for the first time, this will configure your WordPress chat bot to expand. When they close it, it will be minimized on subsequent visits. That completes all of the plugin’s settings, so go ahead and click the Save Changes button to see the results. The integration with WordPress is done and you can test your Facebook chatbot through WordPress.

Integration Of Dialogflow Based Chatbot In WordPress:

Integration Of Dialogflow Based Chatbot In WordPress

1. Create the chatbot agent.
2. Use the Small Talk Toggle to set up conversations in chat and on the phone.
3. Select a customizable pre-built agent with various knowledge areas by going to “Prebuilt Agents”. You will be able to have the entities and intents built in this way.
4. Go to Integrations in Dialogflow’s left panel and select Dialogflow Messenger (Beta). When a window appears, you can take the code.
5. For a preview of how it would appear on your website, click “Try It Now.”
6. Enter the code on your WordPress website by going there. The bot has been successfully integrated into WordPress.

Turn To Chatbots And Integrate Them Into Your Sites!

If you use live chat on your website, you will most likely receive a large number of inquiries. The more messages you have to respond to, the more time it will take up. In short, using a chatbot is an efficient way to handle simple customer questions. Integrating your chatbot with the WordPress website can be a very good idea indeed. And it just takes a matter of a few steps.

Further, read:

LeadSquared and Chat360 WhatsApp Chatbot Integration Benefits

Chatbot

NLP Chatbot: Ultimate Guide 2022

Modern chatbots are stylish and sophisticated. In fact, they can even feel human thanks to machine learning technology. To offer a better user experience, these AI-powered chatbots use a branch of AI known as natural language processing (NLP). These NLP chatbots, also known as virtual agents or intelligent virtual assistants, support human agents by handling time-consuming and repetitive communications. As a result, the human agent is free to focus on more complex cases and call for human input.

To keep up with consumer expectations, businesses are increasingly focusing on developing indistinguishable chatbots from humans using natural language processing. According to a recent estimate, the global conversational AI market will be worth $14 billion by 2025, growing at a 22% CAGR (as per a study by Deloitte). Guess what, NLP acts at the forefront of building such conversational chatbots.

What is NLP?

Natural Language Processing is referred to as NLP. It is a branch of artificial intelligence that assists computers in reading and comprehending natural human language. Its primary goal is to improve human-machine interaction.

You can assist a machine in comprehending spoken language and human speech by using NLP technology. NLP combines intelligent algorithms like a statistical, machine, and deep learning algorithms with computational linguistics, which is the rule-based modeling of spoken human language. NLP technology enables machines to comprehend, process, and respond to large amounts of text in real time. Simply put, NLP is an applied AI program that aids your chatbot in analyzing and comprehending the natural human language used to communicate with your customers.

How Does NLP Fit in the World of Chatbot Development

NLP enables chatbot developers to carry out tasks like intelligent tasks like:

Automatic recommendations – used to speed up the writing of emails, messages, and other texts

Translation – translating phrases and ideas instead of word for word

Recognition of named entities – used to locate and classify named entities in unstructured natural languages into pre-defined categories such as organizations, persons, locations, codes, and quantities.

Relationship extraction– The process of extracting the semantic relationships between the entities that have been identified in natural language text or speech.

Sentimental Analysis – helps identify, for instance, positive, negative, and neutral opinions from text or speech widely used to gain insights from social media comments, forums, or survey responses.

Speech recognition – allows computers to recognize the spoken language, convert it to text (dictation), and, if programmed, take action on that recognition.

Topical division – automatically divides written texts, speech, or recordings into shorter, topically coherent segments and is used in improving information retrieval or speech recognition.

Operation of Chatbots using key NLP techniques

It’s time to really delve into the details of how modern NLP-based chatbots operate. Tokenizing, normalizing, identifying entities, dependency parsing, and generation are the five main steps required for the chatbot to read, interpret, understand, formulate and send a response. Let’s look more closely in order:

Tokenizing: The chatbot begins by slicing text into small pieces (also known as “tokens”) and removing punctuation.

Normalizing: The bot then eliminates irrelevant information and changes words to their “normal” counterparts, such as by making everything lowercase.

Identifying Entities: Now that all of the words have been normalized, the chatbot tries to determine what kind of thing is being discussed.

Dependency Parsing: In the following step, the bot determines the function of each word in the sentence, such as noun, verb, adjective, or object

Generation: Finally, the chatbot generates a number of responses based on the information gathered in the previous steps and chooses the best one to send to the user.

Ways to consider and build NLP Chatbots

Global Conversational Ai Market Will Be Worth $14 Billon By 2025

Logic in Business Analysis:

This step is necessary so that the development team can comprehend the requirements of our client. A team typically needs to conduct a discovery phase, research the competitive market, choose the key features of your future chatbot, and then develop the business logic of your future product before they can analyze business logic.

Right Tech Stack:

The following technologies are the most popular and widely used in the chatbot development tech stack:

  • Python is a programming language that will be used to create the architecture of your future chatbot.
  • Pandas is a data manipulation and analysis software library written for the Python programming language.
  • TensorFlowis a popular library for machine learning and neural network tasks.
  • SpaCy is an open-source natural language processing software library.
  • APIs to connect your chatbot to your messengers or websites.

Development & NLP Integration:

The creation of the machine learning chatbot consists of two steps: the development of a client-side bot and connecting it to the provider’s API (Telegram, Viber, Twilio, etc.). Once we are done with the development, we can add NLP to chatbots by connecting artificial intelligence.

Testing:

Once the bot is ready, we start asking the questions that we taught the chatbot to answer. As usual, there are not that many scenarios to be checked so we can use manual testing. Testing helps to determine whether your AI NLP chatbot works properly.

NLP Chatbots – Possible Without Coding?

Unfortunately, a no-code natural language processing chatbot remains a pipe dream. You must create the classification system and train the bot to understand and respond in human-friendly ways. Integration with NLP required coding. However, you create simple conversational chatbots with ease by using Chat360 using a simple drag-and-drop builder mechanism.

Why Do you Have To Integrate Your Chatbots with NLP?

Natural Conversation Enabled by Intelligent Comprehension:

It is possible to establish a link between incoming human text and the system-generated response using NLP. This response can range from a simple answer to a query to an action based on a customer request or the storage of any information from the customer in the system database.

Chatbots built on NLP are intelligent enough to comprehend speech patterns, text structures, and language semantics. As a result, it gives you the ability to understandably analyze a large amount of unstructured data. Because NLP can comprehend morphemes from different languages, it enhances a boat’s ability to comprehend subtleties. NLP enables chatbots to comprehend and interpret slang, continuously learn abbreviations, and comprehend a range of emotions through sentiment analysis.

Perform Tedious Tasks with Ease:

In order for an organization to function, many different roles and resources are deployed; however, this entails the repetition of manual tasks across various verticals such as customer service, human resources, catalog management, or invoice processing. NLP-based chatbots dramatically reduce human efforts in operations such as customer service or invoice processing, requiring fewer resources while increasing employee efficiency. Employees can now focus on mission-critical tasks and tasks that positively impact the business in a far more creative manner, rather than wasting time on tedious repetitive tasks every day.

Customer Satisfaction:

Millennials today expect instant responses and solutions to their questions. NLP enables chatbots to understand, analyze, and prioritize questions based on their complexity, allowing bots to respond to customer queries faster than a human. Faster responses aid in the development of customer trust and, as a result, more business.

When you use chatbots, you will see an increase in customer retention. It reduces the time and cost of acquiring a new customer by increasing the loyalty of existing ones. Chatbots give customers the time and attention they need to feel important and satisfied.

Analysis for Improvement:

NLP assists in structuring unstructured content and extracting meaning from it. You can quickly grasp the meaning or concept underlying the customer reviews, inputs, comments, or queries. You can get a sense of how the user feels about your products or services.

Turn to NLP-based Chatbots

The future of chatbots is promising alright. It’s amazing how intelligent chatbots can be if you take the time to feed them the data they require to evolve and make a difference in your business. Remember, NLP just makes the whole interaction process smarter.

NLP-based chatbots can help you improve your business processes and elevate your customer experience while also increasing overall growth and profitability. It gives you technological advantages to stay competitive in the market by saving you time, effort, and money, which leads to increased customer satisfaction and engagement in your business. So it is always right to integrate your chatbots with NLP with the right set of developers.

Also, read:

Chatbot Vs RPA

Customer Support

Why do you need to Automate Customer Communication?

Imagine not being able to order a pizza, book a hotel room in advance, or not being able to do anything you otherwise can with a click from your phone. That’s how automation has now made our lives easier! Customer communication is no different. Customer communication automation has paved the way for businesses to go out of their way to give impeccable customer experience.

“Customer service shouldn’t just be a department it should be the entire company.”– Tony Hesieh

Customer service has always been a priority; it is even more critical now as, with changing times, customer demands are changing too. Customers want nothing less than the best. They expect an instant response from brands, quality products, and top-notch service. The increased popularity of customer communication automation has set some standards for the market, and nothing less than that is not acceptable to customers.

The question is, why?

Why is customer communication automation in demand, and why do businesses and customers prefer it? The following statistics might help you in getting an answer.

Customer communication automation statistics

Customer Communication Automation Statistics

(Insert image here as shared in the email)

  • 31.7% of companies around the globe have already invested in automation for customer services. This means one-third of all enterprises throughout the world have trust in automation. (Let me tell you, the number is only increasing!)
  • According to a study by Microsoft in 2016, 78% of millennials expect that the customer service agent already knows about them. This showcases that customer demands are increasing; when this is what a customer expected in 2016, they certainly hope more six years later in 2022 and much more ten years later. But it is the thing about customer communication automation that makes it relevant even today or ten years later- It is highly scalable.
  • Chatbots can handle up to 80% of a customer’s repetitive queries. So almost 8 out of 10 times, the customer issue can be resolved without the involvement of the customer service agents.
  • Time is money, money is critical, and a chatbot helps save both. As per the studies, a chatbot can save up to 30% on customer service costs, and now that is a massive amount in the long run!
  • 86% of customers expect self-service options from the brands, saving time for both the customers and the business.

Why do you need customer communication automation?

Reliable services

What does a customer need? Trust, reliable customer service, and assurance that they will be assisted by the brand whenever required. Customer communication automation helps ensure that all three are delivered to the customers. Consider chatbots, for instance; they can be trained per the business’s requirements. The dialogue flow can be curated to ensure that the customers’ needs are taken care of. A chatbot does not get affected by its emotions, never comes late to work, and connects the customer to a human agent if it cannot handle a customer query. This helps make the customer service reliable and speedy, assuring the customers that the brand is trustworthy.

Improved customer relationship

Customer relationship is the foundation of customer communication. Customer communication automation makes this foundation stronger than ever. Maintaining and nurturing the relationship with the customer is the most important factor for any business’s success. A good customer relationship is an amalgamation of consistent interaction and quality customer service, customer communication automation ensures both.

It insures that customer interaction is consistent and speedy which helps you in gaining customer’s trust. It ensures that there are no gaps in customer communication. Thus making customer relationships better.

Minimizes conflicts with customers

Everyone hates to wait! So do your customers and if your customers aren’t happy you won’t be either! Long waits to get their problems answered can upset customers. Since the technology is becoming more and more advanced every passing day the customer expects your business to accommodate it to facilitate them.

The first question every customer asks is – ‘How long will it take?’ Be it regarding a query being addressed or a problem being solved. Customers expect the turnaround rate to be lower than ever and considering the current scenario they expect an immediate response.

Customer communication automation helps you in reducing the wait time of a customer and chatbots are one of the solutions that help you do just that.

Long way to go

Customer service automation can make life easy for both the business and the customer. The more automated the tasks are the more employees can dedicate their time to complicated tasks. Similarly, customers can utilize the benefits of self-service and save themselves some time.

Customer communication automation has made the market a new place where customers can seek immediate help and businesses can be available to their customers at all times without fail. It is exactly why customer communication automation is the new normal.