When did you last talk to your customer care service exceutive? Did you talk with a human or a bot?
Very interesting, isn’t it? Its ok! Don’t worry you are born curious and stay in that way because we are here to answer all your questions which arise in your mind.
Even if you haven’t started using chatbots, gear up to hear a lot about them. Poncho is the top ranked chatbot on Chatbottle. This futuristic sounding customer-service tool is already in use by some huge brands like Sephora and KLM and its poised to become the next big thing in marketing sector. Like Siri for brands, chatbots are quickly rising as a new “voice” in consumer communications. These chatty computer programs respond to texts or digital chats, effectively carrying on superficial-conversations with the humans. These bots have stronger conversation abilities than ever before.
There are different ways in which chatbots can be programmed. The most elementary form is rules-based. These rules-based bots are the most similar to automated customer service lines and guide consumers through a decision tree model. Bots have evolved to incorporate NLP, which translates common language into a form the bot’s system can understand. It extracts the user’s intent through a sentence and turns it into a command a machine can understand. Adding another level to NLP is AI, which enables the bot to “learn” through its interactions. Professional writers at editorial content marketing companies like Masthead Media can script chatbots with dialogue that not only reflects the brand identity, but also encourages consumers to continue engagement. These chatbots can mimic a conversation with a customer in a tone that reflects the brand’s identity. This back and forth communication can lead to happy and surprising moments to the consumers. Another important component of optimizing the bot is to understand and work with chatbots’ limitations.
Chatbots are getting more sophisticated all the time. However, chatbots are still in infancy which means people are going to have some negative experiences too.Two words: Microsoft Tay, Microsoft launched an AI bot named “Tay” that was programmed to mirror chatters’ speech patterns. But it created a lot of problems, that warned against entirely replacing utilitarian components of the website.
So, the moral here is to be careful with this emerging technology, and always prepare critically for the worst way consumers may try to use it. Chatbots reach the consumers when they want to be reached. Chatbots have their own personality but make sure you focus on utility over personality.
So, are you already thinking of unlocking a bot’s potential for your brand? Go ahead!