It is summer, and while a businessman enjoys the sunshine, an articulate robot talks to his customers 24/7. It may not be his own personal C-3PO, although that would have a certain appeal.
It is said that the first customer service dates back to 1750 BC, when a Babylonian merchant, complaining about the poor quality and late delivery of some copper ingots, inscribed his indignation on a clay tablet and sent it to the supplier.
The dynamics are not so different today, although the same cannot be said of the means used. If the man had acted in August 2023, he would probably have opened WhatsApp and sent his complaint to someone lying in the sun, only to receive a response from a chatbot.
What is a chatbot?
The most chatterbot “traditional” is a tool that enables communication with users through automated responses, based on predefined flows that are rigid. Although the interface, which closely resembles those of the main instant messaging tools, makes the conversation feel familiar, users often aim to contact a human agent.
“We are transferring your request to an agent” comes as a relief.
But is this really all we can expect?
From traditional chatbots to conversational chatbots
The latest are more accurately described as conversational chatbots, or AI chatbots: software capable of simulating real conversations by making full use of the potential offered by artificial intelligence.
This is how interaction takes on a more human dimension, thereby improving the user experience. The Customer Experience Trends Report demonstrates the importance of creating communication channels that deliver valuable experiences for users.
A new frontier
As the first point of contact between a company and its users, chatbots therefore have a role in welcoming and engaging them. Let us take a closer look at their capabilities and their full potential.
Natural language recognition
This function allows users to perceive the messages sent by the chatbot as if they came from a real person.
The tool uses natural language processing (NLP) and machine learning to understand customer requests and gradually improve its ability to communicate.
The response will no longer be predefined but context-specific, and the texts will no longer be preset but relevant.
User-centred experience
The retention of previous interactions allows them to personalise the customer experience further, providing targeted solutions and suggestions based on individual preferences and needs. Greater personalisation is known to increase customer engagement and loyalty.
Omnichannel: multiple channels for a single objective
Software is hosted not only on web pages or apps, but also on external platforms outside an organisation's own digital environment. Whatsapp, Facebook and Instagram are just a few examples.
Customers can therefore find the answers they are looking for more quickly and, above all, through a channel they are familiar with.
Proactive customer service
By monitoring user activity across the company's various channels, the chatbot can provide customers with support and proactive suggestions.
Proactive messages can be used in a wide range of ways.
For example, AI chatbots can:
- Suggest new products and services tailored to the customer;
- Create alerts when an anticipated product becomes available;
- Notify customers of a discount on a product in their basket or wish list;
- inform the user of the due date for their next bill, providing, for example, a link through which they can make the payment.
And when “there is nothing more they can do” AI chatbots recognise the right time to transfer the conversation to a human operator.
Business-ready chatbots
Benefits and potential
Happy clients
At this point, it goes without saying that user engagement increases exponentially thanks to continuous interaction throughout the purchasing process and across every channel.
Money, money, money
By integrating them into various processes, AI chatbots can support different types of businesses during the sales process.
“Conversational commerce chatbots” act as fully fledged shopping assistants. They collect information and qualify leads, engage website visitors, and provide additional information through engaging content such as videos or image carousels to complement existing content, among other functions.
Increasing conversions reduces cart abandonment, while cross-sell and upsell activities become more automated.
Effective marketing
I Conversational chatbots can be very effective during a marketing campaign. In these cases, they not only answer questions about the current promotion, but also collect user data and information before transferring the conversation directly to a human agent.
Reducing operating costs
The chatbot's handling of a large number of requests allows human agents to devote greater attention and care to detail in the remaining interactions, as well as access information that has already been collected.
The outcome is clear: greater effectiveness in less time.
Data monitoring and analysis
The data tracking active during interactions with the software can be analysed to identify trends, recurring issues and opportunities for improvement.
The ability to monitor and analyse the figures helps the company make informed decisions and optimise its customer service.
Lead Generation by the pool
The evolution of chatbots represents a fascinating chapter in the history of human-machine interaction. From simple chat tools to powerful forms of artificial intelligence, chatbots have demonstrated that they play a significant role in how we live, work and interact with technology.
With a promising future ahead, it is remarkable to consider how chatbots will continue to change the experience of communication between customers and brands: digital, yet increasingly closer to people. Even more remarkable is their greatest advantage: allowing someone to enjoy their holiday in peace.
