Complete guide to chatbots – 2020

Chatbots are known to be a powerful user support tool, but is the game worth the candle? It depends. I have found that although this term is used in many situations, the technology behind chatbots is complex. To get the most out of these programs, you need to understand their full potential and how they can adapt to specific needs.

In any case, one thing is certain. If you take advantage of chatbot software technology appropriately, you may be one step away from providing a better user experience at a much lower price than what would be needed with traditional methods.

What is a Chatbot?

A chatbot is an artificial intelligence program that simulates the representative of user service. Automate many of user support processes and roles, primarily by allowing users to get answers to their questions. Ideally, chatbots will simulate the behavior and look like human operators.

Chatbots can be programmed to answer certain questions in specific ways, but they are not limited to this functionality. Since can access and use all the resources through digital assistants, they are dynamic and can simultaneously use different systems and files to find answers.

How do chatbots work?

There are two main types of chatbots. The first type is questions and answers and is based on rules. These require the user to make an exact and specific request. Since this process could quickly become frustrating for the user, this configuration is always the least used. The second type is artificial intelligence (AI) which allows users to communicate naturally.

Although chatbots can ask users a question, that doesn't mean they are only capable of question and answer interactions. The sophisticated AI chats refer, analyze and compare the data stored in all business systems. This allows them to understand the basic nature or history of a user's questions and offer dynamic advice based on the relationship between all relevant factors.

What should you consider when creating a chatbot?

Set your goals

Good chatbot software focuses on the user. Before building one, you need to know what added value you want your conversation chatbot to bring. Is he there to answer questions more efficiently? To optimize purchases? To help users customize their functionality?

Once you know the function you want to assign it, find examples of excellent user experiences that have this feature. So, decode them. Pay particular attention to the workflows and language used to create the desired level of involvement. So, start designing your bot. You can do it entirely on your own. Or you can use a chatbot software platform.

However, there are several structural decisions that you need to make at this stage. What will the chat interface look like? How will users ask for information (in text / image / voice format)?

You should also decide on the technical components of the robot. What systems will you use to store conversation data, so that the bot can "remember" its interactions with users? Is a question/answer bot enough, or do you want it to have open conversations "reiterating" previous interactions?

Finally, you need to consider integration and analysis. What evaluation meter do you want to use to measure its success? For example, it is possible to calculate a "success of the activity" as a percentage that measures the effectiveness of the robot in solving the problem for users. Or, you can use comparative metrics like conversion rate and confusion trigger to compare the effectiveness of robots with human representatives.

Build a language

Once you know what you want your chatbot to do, determine how it will communicate. Start with your bot's profile. What type of human personality should he imitate? What is your tone of voice?

Why are chatbots useful for eCommerce websites?

• Chatbots can help users solve problems quickly and easily. A user can ask a question to a chatbot and immediately get a perfect and previously programmed answer. This saves the time it takes for a human to respond, as well as the possibility of human error.
• The chatbot can also recommend specific products to users.

Digital Assistants can ask some quick questions that will allow them to quickly identify the user's problem and then immediately find a product that meets their needs. Chatbots can also suggest trending elements to users and help them avoid underperforming or unpopular ones. Their level of accuracy in answering closed user questions is much higher than that of a real-life operator.

However, if you created a bot from scratch, you can skip the publishing platform functionality and distribute it directly to Messenger. It will also work on related programs like WhatsApp.

I have been writing for the last 2 years. My passion for helping people in all aspects of Artificial intelligence flows through my articles, I love to read and try new.