Today, people are heavily dependent on text messaging within social media platforms and smartphone applications. Not only is chatting heavily used for social connections, but increasingly also for business and customer support queries.
Customers communicate with businesses on Facebook, Instagram, Twitter, Whatsapp and more. They use these channels frequently and they expect a prompt and high quality response from the business in question. This might be the reason we have recently seen chatbots come to life across different channels.
Chatbots simulate human conversation through voice commands or text chats or both. Instead of having agents behind the screens to answer repetitive questions, chatbots can handle them instantly and with 24/7 availability.
But let’s make one thing clear, most chatbots you come across aren’t exactly “intelligent”. There are two types of chatbots that you should know about:
This is the type of chatbot that you’ve likely come across on various Facebook pages, whereas you instantly receive a template-like response for a limited number of potential questions.
It is true that rule-based chatbots can automate customer service, but they can only do so in very specific scenarios. You can think of them like a flowchart or a series of if-scenarios that map out certain questions to relevant answers in order to anticipate what a customer might ask and how to respond.
Rule-based chatbots can be fairly simple to set up, they don’t require training, and can work well for simple and repetitive questions and complaints. However, these chatbots can't answer any questions outside of the defined rules, they have a limited-number of understood phrases based on certain keywords, and are very difficult to scale. Further, rule-based chatbots don’t exactly “train” or “learn” to enhance themselves and are not good at generating rich data and analysis.
Artificial Intelligence and Natural Language Understanding made chatbots significantly more useful. Much like a human agent, these intelligent chatbots can actually receive, comprehend, and respond to endless queries in a natural language.
AI Chatbots employ large data points to train and, in turn, understand a very large number of complex questions, scenarios, and complaints. They even understand dialects and spelling mistakes and can learn from themselves to expand their knowledge base and answerable cases, making them highly scalable. On the flipside, AI chatbots require more time and data to be fully trained and optimized.
Either case, investing in a chatbot is an excellent way to ensure your customer service increases in availability and quality.
Xina powers the world’s first Arabic intelligent chatbot that expands customer service capabilities by offering smart, automated care for clients and audiences in Arabic and English. Learn more about it and request a demo here.