When Designing A Chatbot We Should Consider Tone And Personality To Help Your Business
If you've been keeping up with the world of chatbots in the last year or two, then you know that chatbots are getting so much hype that they are a major trend in the technology industry. In fact, a recent report from BI Intelligence said that chatbot usage by businesses will triple in the next 12 months. In the not-so-distant past, chatbots were just a rudimentary, one-dimensional form of customer service. But chatbots have changed a lot since their beginnings. They're becoming more advanced and increasingly more complex, and the change is due to a number of factors:
The Basics of Chatbots
When you think of a chatbot, you might think of a black box. A chatbot doesn't really have a mind or emotions or a personality; it's just a black box that answers questions in response to a text message. That's how they're traditionally built. But that's starting to change. Traditional Chatbots When it comes to building chatbots, there are two basic approaches that businesses typically take: 1. One-to-one interactions. The idea is to have a chatbot be able to take a specific question or issue from a customer and respond to it directly. Some of the more common types of bots are customer service bots, such as Twilio's Text2Convo. Twilio lets you build a customer service chatbot with just a few lines of code.
How are chatbots evolving?
What does this mean for brands? How should brands think about the use of chatbots? What are the dos and don'ts of designing a chatbot? What are the main challenges in implementing a chatbot? This edition of The XPRIZE Podcast, sponsored by Salesforce, explores how the increasing use of chatbots in customer service applications is causing major shifts in the development of artificial intelligence.
The Importance of Tone and Personality in Chatbots
When you talk with a person, you don't just tell them what you need, you also ask a whole lot of questions and engage them in a conversation. There's an element of trust there, which is why some people are resistant to chatting with a bot, or they simply don't like them. However, if you want your customer service to stick, then you need to establish a working relationship and build trust. A chatbot can be designed to help you do that. To get an idea of how to develop a bot that customers want to chat with, consider this quote from Ray Wang, an analyst at Constellation Research: The bot is one of the key "solutions" that they [enterprises] are choosing to have integrated into their mobile apps.
How chatbots have changed
Consumer awareness: We're starting to see an explosion of consumer interest in the chatbot market, fueled by mega-popular chatbot chat platforms like Amazon's Alexa and the Apple's Siri. The incredible growth of the chatbot industry is also being fueled by a growing trend of using chatbots to better customer service, as well as chatbots being made more intelligent and interactive to serve as your brand's PR/marketing engagement hub. We're starting to see an explosion of consumer interest in the chatbot market, fueled by mega-popular chatbot chat platforms like Amazon's Alexa and the Apple's Siri.
Why chatbots are now more complex
Changing user needs Data and technologies User-driven solutions User-driven solutions In short, these changes indicate that the field of chatbots is advancing at a rapid rate. It's understandable to think that we are far from the point when chatbots become truly useful for enterprises, but they already provide benefits to a number of business areas. A conversation with a chatbot might not be quite as productive as a conversation with a real person, but it does provide a way to improve efficiency. Perhaps one of the biggest advantages that chatbots provide is customer service. Although the tasks that your customers have in mind for your chatbot are probably fairly straightforward and simple to accomplish, there are still some complex nuances that you have to be aware of.
In this post, we have discussed a number of use cases for chatbots. However, we did not delve into some of the underlying reasons for their growing popularity and success. In the following articles, we will delve into some of the factors that are driving this change in technology. We will discuss not only the reasons behind the growing popularity of chatbots, but also why we should care about them and how we can leverage them to improve our business operations.