You may have interacted with chatbots and not even realized it. They are on all sorts of websites, from email sites to mobile phone service providers, hosting sites, purchasing sites and many other types of web pages and apps.
At first, you might think you’re talking to a real person. Usually, a popup appears with a picture of a representative, along with a name. The “rep” asks something like, “May I help you with anything?” Or, “Do you have any questions?”
Chatbots use artificial intelligence that is often quite advanced to answer many questions a user might have. In the event that the bot is unable to help the user, it will usually ask the user to call, email, or fill out a support form, or perhaps to check an F.A.Q. page.
Many can almost manage to fool users into thinking they are speaking to a real person. This is beneficial because it allows companies to lower their overhead by using chatbots to replace customer service agents in many circumstances. Only when the bot is unsuccessful in helping the customer must a real agent step in.
Chatbots have a few drawbacks, but they also have many benefits. Let’s explore and learn more about how chatbots can be used for marketing, and whether or not chatbots are a good fit for your business. Check out our next post.