And which one is the best for you?
More than 200 billion customer requests are entertained every year and this translates to trillions of dollars for the company. This scenario is soon changing with the advent of chatbots.
These ‘conversational agents’ carry within themselves the capability of answering more than 80% customer queries without human intervention.
Chatbots are easy and fun for customers but their implementation and deployment on the platform requires study and research.
Chatbots are of various types that are suitable for different purposes. The type of chatbot the company decides for itself is a vital step in the whole process.
These are the most advanced types of chatbots. They are programmed in such a way that they learn and grow every time they interact with users.
This focuses on a data-centric approach because contextual chatbots store data when a new consumer enters the database.
Also known as self-improving chatbots, contextual chatbots usually render excellent services in less time. This is best for organisations with complex demands from different domains.
This type mainly focuses on recognising the right pair of keywords. Artificial Intelligence helps in responding well to a particular keyword.
For example, if I ask “I want men’s shoes in size 10”, the keywords for the chatbot would be Men, shoes and size 10. An appropriate response combining all three keywords would be automatically generated in a fraction of a second.
For all technical nerds, Menu Based Chatbot is basically a decision tree hierarchy wrapped in an appropriate user interface. Users are required to make multiple selections in order to extract answers from the bot.
Menu-based Chatbots are primarily basic in nature but are capable of solving almost 80% of FAQ’s. These are slow in terms of getting desired answers but they are an intelligent investment for companies that are expecting generic and repeated questions.
It is estimated that almost 90% of all communication with consumers will be handled by a bot. In such competitive scenarios, it is becoming mandatory to not only embed a chatbot but also choose the right ‘type’ suitable for their organisation.
There is no such thing as ‘good’ or ‘bad’ when it comes to the types available in chatbots. Companies have to make an informed decision based on the nature of queries, issues and concerns raised by their customers.
A contextual chatbot, for example, is optimum for companies that want advanced algorithms with their bots. On the other hand, it would be a dead investment for companies that are only expecting generic dialogue with customers. A menu based or keyword recognition would be a the most appropriate for these companies.