What are chatbots?
A chatbot can be called a combination of a software/tool with developed scenarios defining the behaviour of an automated chatbot consultant depending on user interaction. Thanks to intelligent software algorithms and well-developed scenarios, a chatbot can replace (at least partially) the staff member who operates the chat. A chatbot can perform tasks that a human would perform. Suitably prepared scenarios also allow activities that are difficult for a person to perform, as they can integrate with databases and automatically answer questions that would be too time-consuming and difficult for a human.
Examples of chatbot types
There are different functions of chatbots. The type of tool and how it works depends on the needs of the company. Also, much depends on the environment in which the chatbot is to operate. Some tools work in a way that allows you to combine several functions. Therefore, this division should be viewed as an overview.
- Chatbot on Messenger – the advantage is its connection to Messenger and the way it collects data integrated with Facebook.
- Chatbot on a website – the advantage is the ability to plan very precisely the conditions for displaying the bot’s answers in the context of interaction with the entire website.
- Multichannel chatbots – are a more expensive solution, but multifunctional.
- Voicebots – also available by phone
When to use chatbots or voicebots
There are various situations in which the use of a chatbot can help. Chatbots are gaining popularity and the degree of use is also increasing all the time. The tools used to create chatbots are also improving every month. What was impossible not long ago may be within reach today. So the solutions are plentiful. However, if we summarise the reasons for implementing chatbots, they are most often used for:
- Automating answers to frequently asked questions.
- As a workload reliever, or to provide information outside of staff availability hours.
- To create a new contact channel for users and as a new marketing channel.
- For entertainment purposes.
What does the service look like?
To get started we need to agree on some things together. Even the best tool will not work if we do not first determine what we want to achieve by creating a chatbot. To create a chatbot, you will need information:
- What the chatbot is to be used for, what objectives it is to fulfil.
- The environment or environments in which the chatbot will operate.
- With which tools, data it is to be integrated.
- What materials/access/data do we need to successfully implement the scenarios.
- We can determine all these issues during an audit and discussion.
Pricing and next steps
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