How to Use Chatbots to Best Serve Your Business

Chatbots are no longer the new thing in technology. In fact, chatbots have been around since 1966—22 years before the Internet was invented. The first chatbot created, ELIZA, was developed at MIT and answered simple decision tree questions. 

The application of chatbots has evolved into using more machine learning and artificial intelligence (AI), creating increasingly complex decision trees that move in more than just one downward direction. These AI bots are capable of moving in multiple directions at the same time to determine context of the user’s language and then choose the best answer to provide the user.A decision tree is a decision support tool that uses a tree-like model of decisions and their possible consequences. [1]

Myth #1: People Don’t Like Using Chatbots

While this may have been in the past, users today expect a chatbot option as a form of communication from all kinds of businesses. A study conducted by Mobile Marketer showed 40% of people aged 18-34 use chatbots daily. [2] They have been integrated into our everyday lives enough that users trust them with personal information and expect to be helped immediately.

The reason this myth is widely believed is because businesses often program their chatbots to sound and feel like live human interaction. Customers feel misled when it becomes apparent that it is, in fact, just a chatbot. 

Recommendation: Always be transparent with your customers when you are using a chatbot verus live chat with another person.

Myth #2: Chatbots are Only Useful in E-commerce

Chatbots are not just for online retail shoppers looking for the best product. There is a use for chatbots in every industry from retail to banking, real estate, healthcare and more. Users want any chatbot that will help them accomplish their goal.

  • More than 28% of real estate businesses use chatbots. [3]
  • 43% of those who use online banking prefer chatbots or live chat to address their issues. [4]
  • By 2021, 50% of companies will spend more budget on chatbots than on traditional mobile apps. [5]

Every industry is capable of using chatbots; they just have to be programmed to help your customers complete specific actions to their satisfaction.

Recommendation: Know your audience. Analyze their needs and commonly asked questions to determine how a chatbot could help improve your overall customer satisfaction and subsequent revenue.

Myth #3: AI is Self-programmed

No chatbot is built the same. There are two different approaches to take when building a chatbot:

  • Rule-based chatbots: powered by a series of rules developed like a flow chart going from one answer to the next. 
  • Intelligent chatbots: powered by machine learning and AI to analyze and understand the user’s context before formulating a response.

Many think the intelligent chatbot approach is easy, believing the computer does all the work. That is not entirely true. While you won’t need an entire IT team to build and maintain your chatbot, artificial intelligence needs human input as these AI chatbots left on their own are incapable of developing and creating the equations and signals to understand the context of human language, such as emotion (for example, an angry customer). 

Recommendation: Create your own decision tree and determine how your chatbot can help your target audience best. 

 

Sources:

https://www.information-age.com/history-of-the-chatbot-123479024/ [1]

https://www.mobilemarketer.com/news/study-chatbots-gain-popularity-with-consumers-especially-millennials/447490/ [2] [4]

https://www.smallbizgenius.net/by-the-numbers/chatbot-statistics/#gref [3]

https://www.informationweek.com/big-data/ai-machine-learning/b2b-chatbots-are-poised-for-explosive-growth/d/d-id/1330878 [5]

Leave a Comment

Your email address will not be published. Required fields are marked *

Our Partners

partners
facebook marketing partner
google partner
shopify logo
hubspot partner program

European Office

Agentur Webfox

Berlin, Germany

Join Our Newsletter!

@ 2023 Points Group / All Rights Reserved

Privacy Policy

This Privacy Policy governs the manner in which Points Group, LLC collects, uses, maintains and discloses information collected from users (each, a “User”) of the https://www.pointsgroup1.10web.me website (“Site”). This privacy policy applies to the Site and all products and services offered by Points Group, LLC.

PERSONAL IDENTIFICATION INFORMATION

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.

NON-PERSONAL IDENTIFICATION INFORMATION

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about User’s means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

WEB BROWSER COOKIES

Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert them when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

HOW WE USE COLLECTED INFORMATION

Points Group, LLC may collect and use Users personal information for the following purposes:

  • To improve customer service
  • Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience
  • We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To improve our Site
  • We may use feedback you provide to improve our products and services.
  • To run a promotion, contest, survey or other Site feature
  • To send Users information they agreed to receive about topics we think will be of interest to them.
  • To send periodic emails
  • We may use the email address to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

HOW WE PROTECT YOUR INFORMATION

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

SHARING YOUR PERSONAL INFORMATION

We do not sell, trade, or rent User’s personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

THIRD PARTY WEBSITES

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

CHANGES TO THIS PRIVACY POLICY

Points Group, LLC has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

YOUR ACCEPTANCE OF THESE TERMS

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

CONTACTING US

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Points Group, LLC

https://www.pointsgroup1.10web.me

150 Morristown Road, Suite 220

Bernardsville, NJ 07924

This document was last updated on July 24, 2014