The word automation isn’t limited to robots. Contemporarily, automation is way more than that. The recent advancement in technology is pushing the frontier of what automation can do. From forms that auto-populate with information when you use a web browser to calendars that automatically sync with email clients, automation has a broader spectrum.

Thereby, businesses worldwide are embracing automation to speed up formerly time-consuming processes and close operation gaps that otherwise involve hours of spreadsheet work. And no doubt, businesses using automation have seen higher revenue growth and higher profits than those who don’t.

The chatbot and conversational AI, for that matter, are capable autonomous systems that generate value by contemplating human labor in the workplace. However, both chatbot and conversational AI are not the same. Their features and capabilities are different. So let’s have a look at “chatbot vs. conversational AI.”

Difference between chatbot and conversational AI

Most often, chatbots and conversational AI are used synonymously, but if you go deeper, they are not the same, and their function varies. So let’s have a look at what the differences are 

Definition of Chatbot & Conversational AI

Chatbot is a rule-based technology that is designed for handling a very limited number of tasks. These chatbots provide branching questions for users to choose from. You’ll have to craft those questions and install them in the chatbot. That means the chatbot won’t be able to resolve queries that have not been previously defined.

Conversational AI is technologies like chatbots or virtual agents that are capable of understanding human language and interacting with them. They use large volumes of data, natural language processing, and machine learning to understand and interpret human language and respond accordingly. The simple chatbot capable of limited tasks now can go beyond and offer advanced assistance. Conversational AI enhances the chatbot’s ability to understand human language and provide transactional functionality.

Features of bot & Conversational AI

Chatbot

Chatbots are programmed to respond based on a predefined set of rules. They’ll not be able to respond to anything beyond the script.

They understand limited vocabulary or predefined keywords, so they don’t improve or learn themselves over time.

Chatbots can be used for simple tasks like providing basic information and answering FAQs.

Conversational AI 

Conversational AI is capable of handling complex conversations and offering personalized solutions by analyzing users’ preferences and behavior over time.

They use machine learning to analyze and evaluate consumers’ past interactions and improve themselves as time goes by.

AI-powered chatbots have a robust mechanism to resolve complex queries and later administer them.

How does it work?

Chatbot 

A simple chatbot takes the user’s input and sends it to the chatbot’s backend, where it analyzes the intent. Now it selects a response from pre-existing possible responses and sends it back to the users.

For instance, there might be a list of predefined responses to customer queries like “how to return the product?” “How do cancel the order?”. When users send queries from one of these, the chatbot will recognize the intent and provide a relevant response.

Here, the chatbot uses techniques like keyword matching to make the conversation feel more natural. Yet, they cannot understand human language.

Conversational AI

Conversational AI uses NLP and ML to come up with conversations that sound natural. The NLP transforms the unstructured data that can be read by a computer, analyzed, and generated an appropriate response. While ML algorithms help chatbots analyze the previous interaction, study human behavior, and offer tailored responses.

Use cases of Chatbot & Conversational AI

Chatbot

• Chatbot can be used for customer support to answer common and repetitive queries, such as how to track an order and how to return a product.
• A very common use of chatbots is appointment booking in various industries, like travel and tour, cinemas, hotels, hospitals, etc.
• The chatbot is very useful in offering the information like weather forecasts, movie showtimes, news, and more.
• Businesses can use chatbots to collect contact information from leads and then follow up with relevant interactions.

Conversational AI

• A conversational AI chatbot can be used in healthcare for diagnosing conditions. It asks patients a series of questions and then learns from their answers to get useful insights on potential health issues.
• In the retail business, conversational AI helps brands in lead generation, lead qualification, and lead nurturing throughout the journey. It helps with the best customer shopping experience.
• Conversational AI is useful in the recruitment process. It investigates information and evaluates the CV and recruitment form during the hiring process.
• The finance industry uses conversational AI in fraud detection. If any suspicious activity takes place, the AI automatically recognizes it and indicates fraud.

Future of chatbot and conversational AI

Conversational AI technologies, including chatbots, voice assistants, and virtual agents, have become exceptionally popular in the past few years. And the trend seems to continue for years to come. The conversational AI market is expected to grow at a CAGR of 24.5% in the 2022-2031 timeframe. Hence, we’ll most probably see the use of chatbots multiplying over the next few years. 

That also means chatbots and conversational AI are going to be more sophisticated with time. They will be even more capable of getting human emotions right. Users will get better-personalized solutions, including tailored recommendations, targeted messaging, responses, etc. 

Other than that, conversational AI will have an expansion of integrations. They’ll be working alongside human agents. So it would be wrong to say that conversational AI will replace humans in their jobs. But instead, they’ll be a great helping hand and ensure the support that humans need.

Conclusion

Chatbots and conversational AI aren’t going anywhere. They’ve become a mainstream technology in most organizations. So, if you want your business to have a competitive advantage, you must include these technologies in your business.

It will help you engage better with your customer in a more natural and personalized way. You will be able to collect and analyze data from customer interaction and offer valuable insight into customer tastes and preferences, and pain points. This can further help you improve your product and service and enhance the overall customer experience.

Further, read:

Chatbot Vs Chatbox

Instant messaging platforms are currently major participants in the business world in the digital age. With the launch of WhatsApp Store, one of the most popular instant messaging services worldwide, WhatsApp has also ventured into online shopping.

Businesses may use WhatsApp Shop to showcase their goods and/or services, communicate with clients, and take payments right from the app. 

WhatsApp Store’s appeal to businesses and consumers alike can be attributed to its user-friendliness and convenience. 

WhatsApp Business API is linked with WhatsApp Shop, allowing companies to automate customer assistance, manage inventory, and update customers all of which contribute to a better customer experience.

What is a WhatsApp Shop?

A feature called WhatsApp Store enables companies to set up an online storefront right within the WhatsApp chat program. Think of it as a tiny online store where users may browse, learn, and even buy things without ever having to leave their chat window. 

WhatsApp Shop is designed to make purchasing simple and convenient, it makes use of the same app that many people use for regular conversations with friends and family.

Here’s how it works in simple terms:

1. Product Catalogue: 

Businesses can set up a catalogue of their products, just like a menu in a restaurant. This catalogue includes pictures, descriptions, and prices of the items they sell.

2. Shopping Experience: 

Customers can scroll through the catalogue, tap on products they like to get more details, and even add items to a shopping cart.

3. Communication: 

If customers have questions about a product, they can easily send a message to the business directly within WhatsApp. It’s like having a conversation with a shop assistant who’s always available to help.

4. Purchasing: 

Once customers are ready to buy, they can place their orders through WhatsApp. Some businesses even allow payments directly within the app, making the entire process smooth and quick.

5. Updates and Support: 

After placing an order, customers can receive updates on their delivery status and get support if needed, all through WhatsApp.

A WhatsApp Shop transforms the messaging app into a handy tool for both businesses and customers, making shopping as simple as sending a text.

Features of WhatsApp Shop

WhatsApp Shop comes with several features that businesses can use to engage with their customers and make the shopping experience seamless. These features include:

1. Catalogue:

It allows businesses to showcase their products and services to a wider audience, increasing their visibility, marketing, and sales. This catalogue  can be updated in real-time and can be customised  with product descriptions, images, and prices. Customers can easily browse through the catalogue  and make informed purchase decisions without visiting the website.

2. Cart:

It enables customers to add items to their shopping cart and make a purchase. Businesses can reduce cart abandonment by allowing customers to complete the purchase then and there. Customers can also review their order and make any necessary changes before placing it.

3. Interactive Buttons:

Businesses can make it easier for customers to take action by providing clear calls to action, such as initiating conversations, directing customers to a website or a specific product, and more. This can increase conversions and sales. Customers can easily take the desired action without searching for information or navigating through multiple pages.

4. Group:

It enables businesses to engage with customers, provide customer support, and send product updates. Businesses can build a community around their brand and engage with customers in real time, helping build trust and loyalty among their customers. Customers can ask questions, get support, and interact with other customers who share similar interests.

5. Payment:

It allows businesses to receive payments from customers using a range of payment methods, including credit/debit cards, UPI, and digital wallets. This can provide a seamless checkout experience and increase customer satisfaction. Customers can complete the purchase quickly and easily without leaving the app.

7 Benefits of WhatsApp Shop for Businesses and Customers

Creating a WhatsApp Shop has several benefits for clients and companies alike. Here are a few of the main advantages:

1. Convenience for Customers:

• Easy Access: Customers can browse and purchase products directly within the WhatsApp app, which many people use daily.
• Seamless Communication: Shoppers can easily ask questions, request more information, and get instant responses, enhancing their shopping experience.
• Order Updates: Customers receive real-time updates about their orders, including confirmations and delivery statuses, all in one place.

2. Increased Engagement:

• Direct Interaction: Businesses can engage with customers on a personal level, building stronger relationships through direct chat.
• Personalized Experience: Using WhatsApp’s chat feature, businesses can offer personalized recommendations and tailored customer service.

3. Cost-Effective Marketing:

• Free Platform: WhatsApp is free to use, making it a cost-effective channel for marketing and customer engagement.
• Wide Reach: With over 2 billion users worldwide, WhatsApp provides access to a vast audience. 

4. Enhanced Customer Support:

• Instant Support: Businesses can provide immediate support and resolve issues quickly, leading to higher customer satisfaction.
• Automation with Chat360: Businesses can automate answers to frequently asked questions by integrating Chat360, which will speed up response times and increase productivity.

5. Improved Sales and Conversion Rates:

• Easy Shopping Experience: The simple and familiar interface of WhatsApp makes it easier for customers to make purchasing decisions.
• Fewer Abandoned Carts: Real-time communication helps address customer concerns promptly, reducing cart abandonment rates.

How to Set Up And Open a WhatsApp Shop?

WhatsApp Shop is a useful resource for companies trying to use messaging apps to increase engagement and growth. Businesses can boost sales, strengthen client connections, and enhance brand loyalty by implementing WhatsApp Shop.

Step by Step Guide on Setting up WhatsApp Shop

1. To set up WhatsApp Shop, businesses need to have a WhatsApp Business Account. If the business already has a WhatsApp account, it can convert it to a WhatsApp Business Account or create a new one.
2. Businesses need to ensure that their WhatsApp Business Account is up-to-date and complete. This includes adding their business information, including the business name, profile picture, and description.
3. Add products or services to the WhatsApp Shop catalogue. Using the WhatsApp Business App or through a third-party provider, businesses can add product images, descriptions, and prices to their catalogue.
4. Create a shopping group on WhatsApp by inviting customers to join the group. Businesses can create multiple shopping groups based on their products or services.
5. Use interactive buttons to make it easier for customers to take action. For example, businesses can add a “Buy Now” button next to a product in the catalogue, allowing customers to purchase the product directly from the app.
6. To enable payments, businesses must integrate a payment gateway with WhatsApp Shop. They can do this through a third-party provider or through WhatsApp’s payment partners. 
7. Once everything is set up, businesses can start selling their products or services on WhatsApp Shop. They can use the shopping group to promote their products, engage with customers, and provide customer support.

How to Apply for WhatsApp Shop API?

Businesses need to apply for WhatsApp Business API to use WhatsApp Shop. It allows businesses to automate messages, reducing the need for manual intervention and improving efficiency. This can help businesses save time and resources. Here’s how to apply for WhatsApp API. 

1. Businesses must visit the WhatsApp Business API page and fill out the application form. Alternatively, you can use Meta’s WhatsApp Cloud API. 
2. As part of the application process, businesses must provide their business information, such as name, website, and contact details. They also need to provide information about the type of messages they plan to send on WhatsApp.
3. Once the application is submitted, WhatsApp will review the application and notify the business of the approval status. If the application is approved, the business can proceed to set up WhatsApp Shop.

WhatsApp Shopping Group Link?

A shopping group link in WhatsApp Shop is a unique link that is created when a business sets up a shopping group on WhatsApp. This link can be shared with customers, allowing them to join the group and browse the business’s product catalogue, make purchases, and receive support directly through the group chat.

The shopping group link makes it easy for businesses to promote their WhatsApp Shop and reach a wider audience. Businesses can also use the link to share special offers or deals with customers, increasing engagement and sales.

Businesses can build a shopping group, send out invitations to clients, and share the link to their WhatsApp shop by following these steps.

1. Open the WhatsApp Business App on your mobile device and navigate to the “Chats” tab.
2. Tap the “New Group” button to create a new group.
3. Add the customers you want to invite to the group. You can either select contacts from your address book or enter their phone numbers manually.
4. Name the group, for example, “My Shop Customers.”
5. Share your catalogue with the group by tapping the “+” icon and selecting “catalogue”.
6. You can also share deals and discounts with your group via links or messages.
7. Finally, share the shopping group link with your customers. Tapp on the group name and select “Invite to Group via Link.” You can then copy the link and share it via social media, email, or your website.

WhatsApp Shop Examples

As more and more businesses turn to messaging apps for e-commerce, WhatsApp Shop is becoming an increasingly popular choice. In this section, we’ll take a look at how companies are using the platform to improve customer experience and the business’s bottom line.

1. Decathlon India:

French sporting goods retailer Decathlon India has embraced WhatsApp Shop to offer a seamless shopping experience to its customers. It allows customers to browse products, place orders, and receive updates directly on chat. With interactive buttons, catalogue, and payments, Decathlon India can provide a personalized shopping experience to its customers, leading to higher engagement and conversion rates.

2. Zara:

Spanish fashion retailer Zara has also turned to WhatsApp Shop to reach its customers. It allows customers to browse its catalogue, purchase, and receive support directly through the messaging app. With a focus on providing a seamless and personalized shopping experience, Zara has increased customer loyalty and sales through WhatsApp Shop.

3. KLM Royal Dutch Airlines:

KLM Royal Dutch Airlines has embraced WhatsApp Shop to support customers and enhance the booking experience. Customers can receive flight updates, check-in reminders, and other important information through the messaging app. Customers can also book flights directly through the app, which has resulted in a more streamlined and convenient booking experience, improving customer satisfaction and increasing sales.

Get started with WhatsApp Shop today

WhatsApp Shop is a powerful tool for businesses looking to connect with their customers and drive sales. With its user-friendly interface, interactive buttons, and personalized shopping experience, WhatsApp Shop offers a convenient and accessible way for businesses to engage with their customers directly through the messaging app. 

Whether you’re a small business owner or a large corporation, WhatsApp Shop can help you reach your target audience, improve sales revenue, and increase customer loyalty. At Chat360, we understand the importance of leveraging technology to stay ahead of the competition. That’s why we offer WhatsApp Shop integration as part of our suite of solutions. 

With our expertise and experience, we can help you set up and manage a successful WhatsApp Shop that drives sales and enhances customer engagement. Unlock the full potential of this powerful e-commerce platform and take your business to the next level.

Communication with businesses is evolving. And AI-powered chatbots have become an increasingly popular form of customer service and communication. From answering customer queries to providing support, AI chatbots are solving several problems, and businesses are eager to adopt them.

The rise of chatbots can be attributed to advancements in AI, particularly in the fields of natural language processing (NLP), natural language understanding (NLU), and natural language generation (NLG). These technologies allow chatbots to understand and respond to human language in an accurate and natural way.

NLP, NLU, and NLG are different branches of AI, and they each have their own distinct functions. NLP involves processing large amounts of natural language data, while NLU is concerned with interpreting the meaning behind that data. NLG, on the other hand, involves using algorithms to generate human-like language in response to specific prompts.

These technologies work together to create intelligent chatbots that can handle various customer service tasks. As we see advancements in AI technology, we can expect chatbots to have more efficient and human-like interactions with customers.

What are NLP, NLU, and NLG?

NLP, NLU, and NLG are all branches of AI that work together to enable computers to understand and interact with human language. They work together to create intelligent chatbots that can understand, interpret, and respond to natural language queries in a way that is both efficient and human-like.

Natural Language Processing (NLP)

NLP involves the processing of large amounts of natural language data, including tasks like tokenization, part-of-speech tagging, and syntactic parsing. A chatbot may use NLP to understand the structure of a customer’s sentence and identify the main topic or keyword. For example, if a customer says, “I want to order a pizza with extra cheese and pepperoni,” the AI chatbot uses NLP to understand that the customer wants to order a pizza and that the pizza should have extra cheese and pepperoni.

Natural Language Understanding (NLU)

NLU focuses on interpreting the meaning behind customer queries. It involves tasks like entity recognition, intent recognition, and context management. NLU helps chatbots to understand the purpose of a customer’s query. For example, if a customer says, “What are your business hours?” the chatbot uses NLU to understand that the customer is asking about the business hours of the company and provide a relevant response.

Natural Language Generation (NLG)

NLG is concerned with generating human-like language in response to specific prompts and involves tasks like content planning, sentence planning, and realization. It helps chatbots to generate responses that are natural-sounding and relevant to the customer’s query. For example, if a customer asks, “When will my order arrive?” the chatbot uses NLG to generate a response like “Your order should arrive within 3-5 business days.”

Key Components of NLP, NLU, and NLG

Now that we understand the basics of NLP, NLU, and NLG, let’s take a closer look at the key components of each technology. These components are the building blocks that work together to enable chatbots to understand, interpret, and generate natural language data. By leveraging these technologies, chatbots can provide efficient and effective customer service and support, freeing up human agents to focus on more complex tasks.

The Key Components of NLP:

1. Tokenization: dividing a sentence into individual words or phrases. Consider the sentence, “The quick brown fox jumps over the lazy dog.” Tokenization would break this sentence down into individual words: “The,” “quick,” “brown,” “fox,” “jumps,” “over,” “the,” “lazy,” and “dog.”
2. Part-of-speech (POS) tagging: identifying the parts of speech for each word in a sentence (e.g., noun, verb, adjective, etc.). Continuing the previous example, POS tagging would assign a part of speech to each word in the sentence. For example, “The” would be tagged as a determiner, “quick” as an adjective, “brown” as an adjective, “fox” as a noun, “jumps” as a verb, and so on.
3. Parsing: determining the grammatical structure of a sentence. Using the same sentence as before, parsing would help to identify the grammatical structure of the sentence. For example, “The quick brown fox” is the sentence’s subject, and “jumps over the lazy dog” is the predicate.

Key Components of NLU:

1. Entity recognition: identifying important entities in a sentence, such as names, places, and dates. In the sentence “John is going to New York next week,” it identifies “John” as a person, “New York” as a place, and “next week” as a date.
2. Intent recognition: determining the purpose or intent of a customer’s query. The query “What are the hours of operation for the restaurant?”, identifies that the customer intents to find out the opening hours of the restaurant.
3. Context management: keeping track of the conversation history and using that information to provide more accurate responses. In a conversation between a customer and a chatbot, context management would keep track of the previous questions and answers exchanged between the two and use that information for more accurate and personalized responses.

The Key Components of NLG:

1. Content planning: determining the key points or messages that should be included in a response. In response to a customer’s question about a product, content planning involves determining the key features and benefits of the product that should be highlighted in the response.
2. Sentence planning: deciding on the structure of the response and selecting appropriate phrases and wording. In the same example, sentence planning involves deciding on the structure of the response and selecting appropriate phrases and wording to effectively communicate the information.
3. Realization: generating the final response and ensuring it is grammatically correct and natural-sounding. With the above example, realization involves generating a grammatically correct and natural-sounding response that communicates the information about the product.

How are NLP, NLU, and NLG Applied?

Some common applications of NLP include sentiment analysis, machine translation, speech recognition, chatbots, and text summarization. NLP is used in industries such as healthcare, finance, e-commerce, and social media, among others. For example, in healthcare, NLP is used to extract medical information from patient records and clinical notes to improve patient care and research.

NLU is used to understand the intent and context of human language. This technology is used in chatbots that help customers with their queries, virtual assistants that help with scheduling, and smart home devices that respond to voice commands.

NLG is used to generate human-like responses in natural language. This technology is used in applications like automated report writing, customer service, and content creation. For example, a weather app may use NLG to generate a personalized weather report for a user based on their location and interests.

Advancements in NLP, NLU, and NLG

The future of NLP, NLU, and NLG is very promising, with many advancements in these technologies already being made and many more expected in the future.

One main area of advancement in NLP is deep learning and neural networks. These techniques have been shown to greatly improve the accuracy of NLP tasks, such as sentiment analysis, machine translation, and speech recognition. As these techniques continue to develop, we can expect to see even more accurate and efficient NLP algorithms.

Similarly, NLU is expected to benefit from advances in deep learning and neural networks. We can expect to see virtual assistants and chatbots that can better understand natural language and provide more accurate and personalized responses. Additionally, NLU is expected to become more context-aware, meaning that virtual assistants and chatbots will better understand the context of a user’s query and provide more relevant responses.

NLG is also expected to see advancements in the area of content creation. As NLG algorithms become more sophisticated, they can generate more natural-sounding and engaging content. This has implications for various industries, including journalism, marketing, and e-commerce.

Another area of advancement in NLP, NLU, and NLG is integrating these technologies with other emerging technologies, such as augmented and virtual reality. As these technologies continue to develop, we can expect to see more immersive and interactive experiences that are powered by natural language processing, understanding, and generation.

NLP, NLU, and NLG: Different Yet Complementary Technologies for Natural Communication

While NLU, NLP, and NLG are often used interchangeably, they are distinct technologies that serve different purposes in natural language communication. NLP focuses on processing and analyzing data to extract meaning and insights. NLU is concerned with understanding the meaning and intent behind data, while NLG is focused on generating natural-sounding responses.

While each technology has its own unique set of applications and use cases, the lines between them are becoming increasingly blurred as they continue to evolve and converge. With the advancements in machine learning, deep learning, and neural networks, we can expect to see even more powerful and accurate NLP, NLU, and NLG applications in the future.

As the demand for natural language communication in various industries continues to grow, NLP, NLU, and NLG will continue to play an increasingly important role in transforming the way we interact with technology, particularly chatbots. Understanding the differences between these technologies and their potential applications can help individuals and organizations better leverage them to achieve their goals and stay ahead of the curve in an increasingly digital world.

No business today can deny the benefits that digitization brings. Especially in the world today after the pandemic, there has been a need for efficiency to maintain growth and even survive the tough competition. So businesses are spending more on digital transformation plans.

So, adopting automation has become a “can’t do without”. It has become a crucial part of any business to drive down costs, increase efficiency and enhance both customer and employee satisfaction.

And that’s what Chatbots and Robotics Process Automation are for. This automation helps businesses streamline various processes and get rid of manual, paper-based processes. These tools have emerged as new technologies to gain data and execute more agile operations. But, it’s easy to get confused with both tools as both focus on automation. But there’s a difference between them. Let’s have a look.

Chatbot Vs RPA: Difference between Chatbot and RPA

The primary motive of both chatbot and RPA is to automate time-consuming manual processes. Yet, there’s a difference between what they automate and how they automate.

RPA is process driven. It automates pre-built processes for the end users. Which means it automates tasks that are programmed by humans beforehand. Whereas AI chatbots are data-driven. They enable systems to learn from data without being explicitly programmed.

RPA can only understand structured data. Meaning that it can only do basic automation. But, chatbots work with sophisticated structured data.

RPA is incapable of intelligent thought. But chatbots develop their logic and improvised actions with the help of NLP and ML.

Chatbots are used for external business purposes like customer service and marketing. And RPA is used for internal organizational purposes like assignments.

The implementation of RPA is cheaper compared to chatbots.

While RPA uses the existing IT infrastructure of the system, chatbot requires a whole team of software development teams to work on it.

Examples of Chatbot and RPA

A. Chatbot

1. Checking inventory and finding products

Customers sometimes don’t find what they are looking for. So checking the inventory for that specific item can solve the problem. However, customer support representatives will have to check the inventory manually, whereas a chatbot is capable of providing a prompt answer by looking through the site’s database. 

Chatbot asks questions to customers, and based on the given answer, it offers personalized recommendations for them.

2. Performing exchanges and refunds

Exchanges and refunds are very common and repetitive requests customer support representatives get. Businesses mostly have a policy in place for processing such requests. These requests are monotonous and repetitive to support representatives. 

A well-trained chatbot collects required information like order number and reason for the exchange and refund. And then, it checks whether the product is eligible for exchange or refund as per the company’s policy. Further, the chatbot assists customers with regular updates regarding the refund process.

3. Order confirmation and tracking shipping

Customers want updates regarding shipping information once the order is placed. Chatbots offer a convincing and accessible way for customers to get information about their orders. Unlike the traditional way, where a customer had to go through a long process of navigating through complex websites. 

Once the order is confirmed, the chatbot sends an automated message with details like item, quantity, price, estimated time of delivery, etc. Apart from that, it sends customers notifications when their order is out for delivery. Customers can then track the package in real-time.

4. Appointment booking

The advanced AI chatbot can enable automated appointment booking to help customers book instantly from various social media platforms. That’s why industries like health care, hospitality, and personal services are embracing chatbots to a great extent. You can connect your chatbot with a calendar and offer appointment slots to your visitors. The chatbot analyzes the company’s calendar and confirms availability for the requested time and date. Everything without human aid.

B. RPA

1. Data migration/entry and form processing.

While shifting from legacy systems to newer systems, employees need to transfer the relevant information, too. RPA can take care of such a manual process and complete it without any errors. The RPA solution reads the paper form and then gets the data into the system and frees humans for complex tasks.

2. Customer order processing

The whole process of placing orders is similar from start to end. And employees for such repetitive tasks can be time-consuming as well as mundane, and also have chances for more errors. RPA solutions can be programmed to automatically fill up order details from orders received via different channels into the company’s order processing system. 

Not only that, the RPA can be programmed to validate orders against specific criteria like product availability and customer credit limits. It lowers cost, boosts ROI, and improves customer experience.

3. System setup

When a new employee is introduced to your organization, you’ll have to provide the employee with an email account, software license, and computer devices. These tasks can be easily handled by RPA without any human help. The process remains the same and automation is possible.

4. Processing payroll

RPA solutions can extract useful data from timesheets, calculate employees’ pay, and perform the necessary bank transaction. It also generates payslips automatically and accurately. Hence, there’s a chance of less error.

How to choose the right solution for your business?

Choosing the right solution for your business depends on the requirement and goals of your business.

Chatbots are designed to interact with humans in near-to-human language whereas RPA operates in the background without any human interaction. So chatbots are capable of handling large volumes of interactions with customers.

However, RPA should always be a part of the AI chatbot to automate business processes in an intuitive and scalable way.The combination of RPA and AI results in the use of big data and predictive analytics, which gives AI the power to perform complex tasks.

Final thoughts

We’ve concluded that conversational AI improves customer and employee engagement, whereas RPA underlines time-intensive processes.

If you combine the power of both, there is going to be a huge transformation. Businesses can reap enormous benefits from both technologies at once.

If done well, the integration of AI chatbot and RPA can take automated processes to the next level.

The cognitive intelligence of AI chatbots can enhance the automation capabilities of RPA. Their partnership can boost process productivity and efficiency. It would help companies deliver meaningful customer and employee experiences and further generate value for all stakeholders.

Further, read:

Chatbot Vs Conversational AI

Chatbot Vs Chatbox

As there are multiple versions of WhatsApp being launched in the market, it often confuses end-users. One such is the beta platform of WA. WhatsApp and WhatsApp Beta are two different versions of the same messaging app company that is owned by Meta. While they share many similarities in terms of features and performance, there are some key differences between WhatsApp Vs WhatsApp Beta. In this blog post, we’ll take a closer look at the differences between WhatsApp and WhatsApp Beta.

Difference between WhatsApp & WhatsApp Beta

Features

One of the main differences between WhatsApp and WhatsApp Beta is the features that are available. WhatsApp Beta is a testing program that allows users to access new and upcoming features before they are released to the general public. These features may be incomplete or buggy and may not work as expected. However, by testing these features, beta testers can provide valuable feedback to the developers, which can help improve the app and its features.

If we look at the public version of WhatsApp, it contains features that have been fully tested and released to the general public. These features are generally more stable and reliable than the beta features but may not be as new or innovative.

Updates

Another key difference between WhatsApp and WhatsApp Beta is the frequency of updates. WhatsApp Beta is updated more frequently than the public version of WhatsApp. This is because beta testers are testing new and upcoming features that are still in development. As a result, they may receive updates several times a week, or even daily.

The public version of WhatsApp, on the other hand, is updated less frequently. Updates are generally released every few weeks or months, and contain a combination of bug fixes and new features. These updates are more stable and reliable than the beta updates, but may not contain the latest and greatest features.

Stability

Stability is another important difference between WhatsApp and WhatsApp Beta. The public version of WhatsApp is generally more stable and reliable than the beta version. This is because the public version has been tested by millions of users, and any issues or bugs have been fixed before the release.

In contrast, the beta version of WhatsApp may be unstable and contain bugs or other issues that can cause problems for users. Beta testers should be aware of this when using the beta version of the app, and should be prepared for issues and bugs.

Compatibility

Compatibility is another difference between WhatsApp and WhatsApp Beta. The beta version of WhatsApp may not be compatible with all devices. Some beta features may only be available on certain types of devices, or may not work properly on older or less powerful devices.

The public version of WhatsApp, on the other hand, is generally compatible with a wide range of devices. This is because the app has been designed to work on a variety of different devices and operating systems.

Conclusion

In summary, WhatsApp and WhatsApp Beta are two different versions of the same messaging app. While they share many similarities, there are some key differences between the two. WhatsApp Beta allows users to access new and upcoming features before they are released to the general public, but may be less stable and reliable than the public version of WhatsApp. Additionally, the beta version of WhatsApp may not be compatible with all devices. Users should consider these differences when deciding which version of the app to use.

You might be interested in the following articles:

How to create a WhatsApp group?

What is a WhatsApp Business account?

WhatsApp Personal Vs WhatsApp Business

Chatbots have been working hand in hand with human agents for a while now. While there are successful chatbots out there, there are also some chatbots that are terrible. Not just those chatbots are boring and bad listeners, but they are also awkward to interact with.

So is it a fault of a chatbot for being the way it is?

Well, no.

It’s not the chatbot who is to be blamed, but the way it is designed. Yes, you heard that right. It’s the chatbot design that makes them helpful and engaging and also useless at the same time.

So you can design a chatbot that is helpful, engaging, and even fun if you put some thought into it while creating it. In the blog, we’ll discuss how to design a chatbot that fits perfectly with your organization.

15 Essential Steps for Chatbot Designing

Designing a chatbot involves defining its purpose and audience, choosing the right technology, creating conversation flows, implementing NLP, and developing user interfaces. 

Testing, security, and continuous improvement are crucial. Deploy, monitor, and scale the chatbot while providing support and training to users.

The below are the essential steps one needs to create a chatbot for their business:

1. Define the Purpose and Goals:

• Clearly define the purpose of your chatbot. What problem does it aim to solve or what task does it need to assist with?
• Set specific goals and objectives for your chatbot. Determine what success looks like for your project.

2. Identify the Target Audience:

• Understand your target audience’s demographics, preferences, and needs. This information will help tailor the chatbot’s interactions to their expectations.

3. Choose the Chatbot Type:

• Decide whether your chatbot will be rule-based or AI-driven.
• Rule-based chatbots follow pre-defined scripts and are suitable for simple, linear tasks.
• AI-driven chatbots use natural language processing (NLP) to understand and respond to user input. They are more versatile but require more complex development.

4. Select a Platform:

• Choose the platform or messaging channels where your chatbot will operate (e.g., website, mobile app, Facebook Messenger, Slack).
• Make certain that your selected platform matches your target audience’s preferences.

5. Design the Conversation Flow:

• Create a flowchart or storyboard outlining the conversation structure. Define the possible user inputs and bot responses.
• Consider various user scenarios and edge cases to design a seamless interaction.

6. Develop or Choose the Technology Stack:

• Depending on your chatbot type, select the technology stack and tools. Common choices include Python, Node.js, and machine learning libraries for AI-driven chatbots.
• Choose a chatbot development framework or platform, such as Dialogflow, Microsoft Bot Framework, or custom development.

7. Implement Natural Language Processing (NLP):

• For AI-driven chatbots, integrate NLP libraries and services to understand and process user input.
• Train the NLP model on relevant data to improve accuracy.

8. Create a Knowledge Base:

• Populate your chatbot with a knowledge base or database of information it can draw upon to answer user queries.
• Regularly update and maintain this knowledge base to keep information accurate and up-to-date.

9. Develop User Interfaces:

• Design the user interfaces for your chatbot, including the chat window and any graphical elements.
• Ensure the user interface is user-friendly and visually appealing.

10. Test and Iterate:

• Conduct extensive testing to identify and address issues, such as misinterpretations or unexpected user inputs.
• Gather user feedback and make iterative improvements to enhance the chatbot’s performance and usability.

11. Implement Security and Privacy Measures:

• Ensure that user data is handled securely and in compliance with relevant data protection regulations (e.g., GDPR).
• Implement authentication and authorization mechanisms if the chatbot requires user-specific data.

12. Deploy and Monitor:

• Deploy your chatbot to the chosen platform and monitor its performance and usage.
• Utilize analytics tools to monitor user interactions and pinpoint areas that require enhancement.

13.  Provide Support and Maintenance:

• Offer user support and address issues promptly.
• Continuously update and improve the chatbot based on user feedback and changing requirements.

14. Scale and Expand:

• Consider expanding the chatbot’s capabilities or integrating it with other systems as your project evolves.

15. Document and Train:

• Document the chatbot’s functionality, conversational flow, and maintenance procedures.
• Train your team and users on how to interact with and manage the chatbot effectively.

Additional Insights into Chatbot Designing

To provide a great customer experience to the users, it is essential for your chatbot to be engaging. 

Below are a few additional strategies for refining conversation flows, optimizing NLP models, and enhancing user experiences. 

1. Choosing the right visual design elements

Text, images, and videos are the primary element of a chatbot, but the visual design elements of the chatbot play a crucial role too. Since the chatbot is a representation of your company, your visual element should fit perfectly with the rest of your branding.

2. Image and avatar for your Chatbot Widget and Icon

The image or the avatar serves as a visual representation of your chatbot. Select a unique bot image that goes well with your brand’s personality. It’s like your brand identity, people will memorize your brand by looking at it. The image makes it easier for users to identify and interact with your bot. A friendly avatar can put your users at ease and make the interaction fun.

3. Typography for your Chatbot

Typography plays a major role in your chatbot design. it has a huge impact on readability and user experience. So be careful while selecting the right font size and type. It should be easily readable and accurate on both mobile devices and computers.

Also, adjust the space wisely between the texts. it should not be too cramped. And lastly, keep a color check. your text color should have sufficient contrast against the background.

4. CTA’s and Buttons for a user to take actions by the user

The other visual design element while designing a chatbot is buttons. It helps users navigate through complex conversation flows. Therefore use buttons sparingly. Include clear and concise text to convey the action of information that the user will receive if they select the button.

5. Writing engaging and relevant content for your Chatbot for grabbing users attention

People nowadays are interested in chatbots because they serve information right away. Your chatbot needs to have very well-planned content for attracting and keeping customer attention. and to create a better user experience, you need to create engaging content that is useful and reliable. for that, you need to adopt some practices while planning your content.

6. Keep it Simple, Easily Reachable, Accurate and Revised

Keep your chatbot’s language plain and free of jargon for broader accessibility. Ensure easy navigation via website links or QR codes. Provide accurate, up-to-date information with facts to establish credibility. Always revise content meticulously to avoid errors and uphold your brand’s reputation.

7. Incorporating multimedia elements

Multimedia elements make a huge difference in the conversation. The human brain processes visuals way faster than text. They evoke emotions in the message you want to convey. For instance, a smiley emoji in a welcome message evokes warmness and happiness in the receiver.

Visuals like images, infographics, videos, etc, make your conversation more engaging. Visuals are intuitive and a very effective way of guiding people. think of how a simple arrow can guide humans to turn left or right. Some common multimedia elements you can use in chatbots are:

How to Personalize the conversation with Chatbots

Today, personalization is synonymous with a great experience. The more personalized treatment you offer, the more satisfied customers will be with your brand. So here’s how you can personalize the conversation.

1. Develop a personalized chatbot for your customers.

The first thing to develop a personalized chatbot is to know your customers.

Study their behaviour and conversation history to understand their preferences. Use this information to design conversations that guide them to the answers they need.

2. Speak in your customer’s language

Use AI to answer questions in your customer’s preferred language. Multilingual conversations enhance scalability, promote engagement, and build strong client relationships.

3. Answer on their preferred channel

Personalization also means being available on the customer’s preferred channels. This builds trust, loyalty, and increases interaction and sales. Analyze customers history and preferences to know their preferred channel.

4. Providing seamless navigation

Users get frustrated when Chatbot is hard to navigate or fails to understand their queries, leading to disengagement.Seamless navigation is a critical aspect of a successful chatbot. Easy to use and clear instructions enhance customer satisfaction, create a positive brand association, and encourage repeat use

5. Testing the chatbot designs

Testing your chatbot design ensures it meets user needs and satisfaction. Identify and fix bugs or issues to deliver accurate responses and improve functionality.

Best Practices for Chatbot Designing (2024)

Once the chatbot is successfully implemented on the website, it will definitely provide your business with utmost customer satisfaction. It is also essential to follow best practices to get the most of your chatbot.

These practices encompass aspects such as defining clear objectives, using accessible language, designing intuitive conversation flows, ensuring data security, gathering user feedback, and maintaining scalability for long-term success in chatbot development.

1. Staying up-to-date with industry trends

Staying up-to-date with the industry is critical if you want to remain relevant and stay ahead of your competitors. The more updated you are, the more exposed you are to new technologies, techniques, and best practices. and that helps you improve your performance. there are different ways you can stay up-to-date with industry trends.

2. Do your research

Sign up for email newsletters and follow chatbot entrepreneurs for the latest innovations in chatbot technology.Follow influencers that talk about Conversational AI daily. Set up Google news alerts on relevant keywords to stay informed about new developments.

3. Monitor your competitors

Keeping an eye on your competitors on how they’re using conversational AI is a great way to learn.

You get a chance to learn from their mistakes and success as well. Incorporate the process they use to catch up. But make sure it fits your requirement.

4. Pay close attention to the innovators

Industry giants like Google, Apple, and Facebook always initiate ways to use AI and ML to enhance their business operations. They always experiment with cutting-edge technologies like NLP, biometrics, and data analytics. Therefore monitor these innovators and try incorporating their methods into your standard operating procedures.

5. Ensuring accessibility for all users

By ensuring chatbot accessibility for all users, companies can ensure that their services are available to everyone and no one is excluded. It promotes inclusivity and a diverse user base.

It enhances the user experience for everyone.

Consider the following things while ensuring accessibility.

6. Use a customizable platform

No doubt everyone loves using a pre-built chatbot platform. But chances are high that such a platform may not provide out-of-the-box accessibility support. If a solution claims to be accessible, it’s crucial to test it yourself. Most likely, you’ll need to customize it to align with your specific accessibility standards.

7. Use clear and simple language

Using clear and simple language makes the Chatbot more accessible to wider range of  users. That’s because not everyone has the same level of language proficiency. Using simple language reduces the risk of miscommunication. users can  better understand the chatbot’s response and get the information they need.

8.Provide voice control

Adding a voice control feature to your chatbot can help users with disabilities. Those users who are visually impaired or have limited mobility can use voice to navigate through the chatbot and benefits from its features.

8. Providing excellent customer service

Level of customer service provided significantly impacts brands reputation. Therefore ,it is essential for  brands to deliver excellent customer service consistently.

Here are some ways a business can use a chatbot to offer excellent customer service.

•  Provide customer service in multiple languages

When you provide your chatbot with multilingual capabilities, it opens you to a large audience. Speaking to customers in their preferred language is a great way of keeping customers in hand. They engage better and they are most likely to buy from you. This also helps to boost sales.

• Personalize shopping experience

Offering a personalized experience to your customer is a great way to seize an opportunity to put your customers down your sales funnel. The conversational AI studies your customer behavior and recommends a product based on that. In case customers face any problems during their journey. Chatbot offers an instant solution.

• Reduce customer wait time

Offer customers always-on customer support so that they no longer have to wait in line for service. customers get help whenever they need it without having to worry about business hours.

9. Building chatbots with scalability in mind

Once your business starts growing, your chatbot should be capable of handling the growing volume of traffic and interaction.

A cloud-based platform like Chat360 can provide automatic scaling capabilities. They adjust to the change in business.

Another thing to keep in mind is flexible architecture. Make sure that your chatbot architecture is flexible and can adapt and accommodate evolving needs.

To make your chatbot capable of handling high volumes of traffic and maintaining responsiveness, implement a load-balancing technique. It distributes traffic evenly across various chatbot servers.

Build your chatbot today and elevate your user experience!

More and more valuable chatbots are being developed, providing users with better experiences than ever before. As a result, chatbot technology is being embraced by an increasing number of people.

So when you build your next bot, design it smartly. Building an effective chatbot requires a lot of consideration and planning. You’ll have to spend decent time building and testing it too. Hence the list of practices mentioned above will guide you in designing a powerful chatbot.

After designing the chatbot, you might also be interested in how to train a chatbot?

Schedule a free demo today!

In today’s fast-paced world, social media networking has become a popular way to communicate with friends, family, and colleagues. And when we think of social media channels, Facebook tops the list with over 2 billion users. You can easily send a message to someone instantly through a mobile app or desktop through Facebook Messenger. However, users get confused with the subtle design elements that Meta has introduced within the chat system, which is a blue circle. In this guide, you will learn what the blue circle means on the Facebook Messenger app.

What does the blue circle mean on Facebook Messenger app?

If you have ever used Facebook Messenger, you may have noticed the blue circle with a checkmark next to your message. This symbol means that your message was successfully sent from your device to the recipient’s device. It doesn’t necessarily mean that the person has seen or read your message, but it confirms that it has been sent.

If you see a filled-in blue circle next to your message, your message was successfully delivered to the recipient’s device. This means that the recipient’s device has received your message, and it is now up to the person to open and read it.

Pic credit: Facebook

How does blue circle enhance your massage experience?

Active Status Indicator:

The most common and straightforward meaning of the blue circle on Facebook Messenger is that it indicates an active status. When you see this blue circle next to a contact’s name, it means that they are currently online and actively using the Messenger app. This can be helpful when you want to know if someone is available for a real-time conversation.

Open Chat:

Another interpretation of the blue circle is that it signifies an open chat. In this context, when you see the blue circle next to a specific conversation, it means that you have that chat window open on your device. This is especially useful when you’re switching between multiple conversations, allowing you to keep track of which chats you’re currently engaged in.

Unread Message:

In some cases, you might notice a blue circle with a white dot in the center. This combination represents an unread message. When you see this, it indicates that the person you’re messaging with has sent you a new message that you haven’t read yet. It serves as a visual cue to prompt you to check and respond to the unread message.

Delivered Message:

When you send a message to someone on Messenger, you’ll often see a blue circle with a white checkmark inside. This means that your message has been successfully delivered to the recipient’s device. However, it doesn’t necessarily mean that the message has been read; it simply confirms that it reached the intended recipient.

Message Sending:

While sending a message, you may briefly see a rotating blue circle.This signifies that the message is currently in the process of being transmitted. Once the message has been successfully delivered, it will be replaced by the blue circle with the white checkmark.

But what if you want to know if the person has read your message?

Facebook has a symbol for that too. When your friend has read your message, a miniature version of your friend’s photo will appear next to your message. This symbol is valid when you want to know if the person has seen your message and how long it has been since they read it.

Knowing when your message has been read can be crucial, especially if you need a quick response from someone. For example, if you are trying to arrange a meeting or event and require a confirmation from someone, seeing that they have read your message can give you peace of mind that they have received the information and are aware of your request.

Limitation of the feature

However, it’s important to note that not everyone likes to have their read receipts turned on, and some people may disable this feature on their device or account. Additionally, just because someone has read your message doesn’t necessarily mean they have responded or acted on it.

It’s also important to remember that not all Facebook Messenger symbols have the same meaning in other messaging apps. For example, a single grey checkmark next to your message in WhatsApp means it has been sent, while two grey checkmarks indicate it has been delivered. In WhatsApp, read receipts are also available but can be turned off in the app’s settings.

Suggested read: How to set auto-reply on the Facebook Messenger app?

What does a blue circle (ring-shaped) around Facebook profile picture mean?

Upon opening your Facebook Messenger app, you will be presented with a list of your friends. You may notice that some of these connections have a blue ring surrounding their profile picture. This blue circle is not arbitrary and actually serves as a visual indicator that the person has recently shared new stories on Facebook.

Essentially, this blue circle lets you know that your friend or friends have posted a new story that is available for viewing. However, as a viewer, you have yet to see it. When you see their story, the blue ring will change into a grey color that notifies you have already seen their story. Please note that the story will last only 24 hours from the time that it has been posted. This feature can be helpful for those who want to stay updated on their friends’ social media activity and ensure that they don’t miss out on any new posts.

It’s worth noting that this feature may not be available for all users at this time, as Facebook tends to roll out new features gradually. If you do not see the blue circle around your friends’ profiles, it could be because the feature has not been enabled for your account yet. Nonetheless, if you do see the blue circle, you can be confident that your friends are actively sharing new content on Facebook.

To sum it up

In conclusion, Facebook Messenger symbols can help know the status of your messages, but it’s important to remember that not all users may have read receipts turned on or that some people may choose to read your message and not respond. Ultimately, it’s up to you to determine how important it is to know the status of your messages and whether you want to enable read receipts or not.

Also, explore: What is Facebook Messenger Chatbot?

Customer support automation tools are the foundation of great customer experience. It automates crucial parts of customer support functionality which enhances the experience of both customers and agents. And grants you more time to focus on business growth. However, with so many tools available in the market, getting the hands-on perfect tools for your business can be a tough task. Therefore to help you find the perfect tool that fits your customer support team, we have put together the top 17 customer service automation tool features comparison.

Importance of choosing the right CSA tool for your business

1. Improve efficiency

The right automation tool helps businesses offer quick and relevant responses to queries through multiple channels with fewer errors and mistakes. It hands over the ticket to the experts on time which reduces wait time.

Customer support automation technology like chatbots and AI take care of income service requests during the company’s off-hours which eliminate the need for hiring employees to work at odd hours.

2. Data insight

In the past years, data analytics has been a main driver of customer satisfaction. Data analytics lets you study trends in customer behavior. Hence with the combination of analytics with AI, you can make predictions on individual customer behavior and offer an intelligent and informed customer experience at any point of the customer journey.

3. Cost-effective

Traditional support demands more human involvement, training, cost, and time. However with automation, the agents don’t have to spend extra time on repetitive tasks, or in fact, there is no need to spend extra on recruitment or training folks in the support team. It allows customer support teams to redirect their time and effort to tasks that hold more weight and complexity.

4. Scalability

The scalability of any business requires a lot of investment. Be it time, money, or human resources. But, with automation, scalability is highly achievable. It helps you grow without needing to increase human resources. The automation gathers information before the conversation even starts with the help of an AI-like, chatbot, and leaves agents to take up more complex tasks. With that scalability comes ease.

Key features to compare

1. Automated responses

An automated response is a key feature to look out for in any customer support automation tool. Automated responses can save a lot of labor costs. While manually responding to a consumer’s message and email takes forever. Automation eliminates that time needed and allows your employees to participate in tasks that help bring more money. Not just that, the automated responses help you stay connected with your customers even during the time you are away.

2. AI Chatbots presence – Mobile/desktop

Chatbots help build relations and connect with their customers in different channels. Be it generating leads, informing customers, or assisting the users during their purchasing journey. Chatbot is crucial. Therefore while looking for customer support automation, you should look out for chatbot features and an interface that is both mobile-friendly and desktop friendly.

3. ML Capabilities

Machine learning helps automation tools become more accurate at predicting outcomes with the help of historical input. It gives a business a glimpse of trends in customer behavior and operational business patterns. It’s helpful for businesses to customize product development and marketing initiatives to customer demand.

4. Analytics and Reporting

Analytics and reporting help businesses make decisions based on data. It also helps Businesses identify areas of inefficiency and opportunities for improvement. By analyzing data, businesses can understand the flaws in their operations and work on improving efficiency, productivity, and profitability. Reporting helps to evaluate the performance and progress toward goals. And adjust with strategies as needed.

5. Integrations with other tools

The automation tools should be capable of working together with other tools seamlessly for better results. For instance integration of customer relationship management (CRM) systems with a business intelligence tool can help gather a good amount of data on customer behavior. It helps improve data accuracy and prevent errors. Therefore integration with other tools is a feature you can’t neglect.

6. Personalization and customization options

Personalized interaction makes customers feel special. It drives repeat engagement and loyalty over time. Customers feel more connected when the content is personalized and not generic. That way, customers can resonate on a personal level. Hence there will be a retention of customers. Also, it enables businesses to offer relevant and required content that reduces resource wastage and increases efficiency.

Related: Customer Service Chatbot Features 

Comparison of different customer service automation tools

1. Zendesk

Zendesk is a cloud-based customization support automation tool that helps brands build great customer relationships. It is designed to improve customer experience by offering support in various channels like sms, website, phone, email, mobile app, social media, etc. 

Strength

• It allows integration with various apps like MailChimp, Trustpilot, Xero, Shopify, and more.
• Tagging and tracking issues to report on the different problems is easier.

Weakness

• To get the most out of Zendesk, agents, and admins need to train it. Or you’ll need to enroll in a training course.
• Using all features of Zendesk is quite expensive.

2. Freshdesk

This tool converts and unifies tickets coming via mail, chat, social media, website, phone, etc. Freshdesk allows self-service to customers, manages SLA, and measures metrics to provide seamless customer support.

Strength

• Easy to use and navigate.
• The UI offers wonderful tracking and organization of emails and support issues.

Weakness 

• It has limited article categories and folders.
• The support and contact system is as bad as it gets. creates multiple tickets for one issue.

3. Hubspot

It’s a customer support tool that brings entire companies together to optimize workflow, information, and revenue. It offers integration facilities from customer service to sales, marketing, and trading helping the company grow smoothly.

Strength

• Offers free CRM forever with unlimited user facility.
• Easy to set up, use and manage. Both free and paid users can have chatbots on their websites.

Weakness 

• CRM does not adjust to a requirement of a business that has a complex sales process.
• CRM is not suitable for businesses with large sales teams.

4. Help Scout

Help Scout is an all-in-one customer support automation tool that helps support teams provide self-service email, and live chat support from one centralized tool.

Strength

• It has a great email and message-tracking interface.
• Software is suitable for personalization and individual performance.

Weakness 

• It doesn’t help track chats and calls.
• Project management practices are poor and that weakens the ability of the organization to expand the product line.

5. LiveChat

LiveChat is an Excellent customer support automation tool that offers live chat features? It supports both customers and sales teams and allows you to interact with specific visitors based on their profile and behavior, and send personalized messages to enhance engagement.

Strength

• It is simple to set up, configure, and use.
• The software supports more than 200 integrations.

Weakness 

• The live chat terminates when a different window opens.
• Bit expensive for small businesses.

6. Service Now

It is an operation management automation tool that offers client software distribution, password reset, and activity packs. Hence empowers you to improve productivity by reducing tasks and automating processes.

Strength

• Capable of managing all services together at a single platform but in separate modules.
• Easy integration with other tools.

Weakness 

• Capacity management is missing.
• The interface is not user-friendly. New users need to be guided on how to navigate through the tool.

7. Marketo

Marketo offers robust performance for businesses of all sizes using tools like email, sequences, search engine optimization, and strong integration with third-party CRMs.

Strength

• Great integration option
• Very useful in sending large volumes of emails.

Weakness 

• It has bad reporting of analytics.
• UI is confusing, slow, and has bugs.

8. Pipe drive

Pipe drive is a Cloud-base CRM tool that assists the sales team manage leads and deals. And offers automated workflow with the help of AI.

Strength

• Offers excellent integration with improved functionality in specific areas.
• Offers a free trial process.

Weakness 

• The drag-and-drop deal management can be difficult to understand.
• Integration problem.

9. Slack 

Slack is a Cloud-based project collaboration and team integration that simplifies business communication. Some of its features are open discussions, private groups, deep contextual search, direct messaging, file sharing, etc.

Strength

• Connects the team effectively despite being in different geographic areas.
• User-friendly interface.

Weakness 

• It’s difficult to search for a specific conversation.
• The app freezes during prolonged use.

10. Chat360

It offers multi-channel conversational marketing platforms to enterprises all around. It allows you to take your sales, marketing, and support efforts to any channel you prefer. 

Strength

• It has easy to use interface 

Weakness 

• It has no free trials.

Factors to consider when choosing a tool

1. Budget

Cost is a major factor when selecting the right automation tool. Apart from the product price, there will be potential expenses like maintenance costs, manpower costs, etc. A tool that permits cloud hosting reduces your expenses in the long run. All the costs should be evaluated properly to ensure that the cost is within the budget.

2. Company size and needs

It’s important to consider the size of the company while selecting the automation tool. Larger companies require automation with more advanced features. While small companies might do with basic tools that are easier to use and maintain. Also keeping the company’s needs in mind, automation tools should fulfill the requirement first. For instance, a company should go for a social management tool if it requires a tool that can monitor and respond to customer inquiries and comments on social media platforms.

3. Customer preferences and behavior

For any business, customer experience, and satisfaction are prime. While selecting an automation tool those factors should be considered first. The tool should be compatible with customers’ access. Make sure that customers are not unhappy and frustrated by slow performance. The automation tool should not keep the privacy and security of customers at stake.

4. Support and training opt

Tools should be adjustable and customizable with the change in needs and demands. Continuous training helps the tool meet specific needs. There should be scope for updates and upgrades to help tools evolve.

Having training and support options help businesses speed up the automation tool, especially when an issue arises. 

Conclusion

It’s a daunting task to find the tool that meets your immediate need as well as is flexible enough to cover future requirements. A wrong choice leads to dissatisfied customers, and frustrated team members. Therefore take your time and make the most informed decision you can.

Hope the blog helps you figure out the best tool that serves you and your team.