Guide Pooja

Chances are it was a voice chatbot with a pre-recorded conversation script.

Personally, I hate those things!

Many shady companies use “phone call bots” and “automatic robot dialers” for mass-marketing frauds.

Still, not all chatbots are bad! From voice assistants like Siri to virtual support agents, they are becoming a key technology of the 21st century.

But what is a chatbot anyway?

In this article:

Explore Tidio’s chatbot features and benefits, visit our page dedicated to chatbots.

Once you become familiar with chatbot technology, it’s also worth reading:

You can jump straight into the action, too.

Now—

Let’s start with the basics and define chatbots.

Do you remember the last time when you were trying to reach your bank or mobile network operator?

You probably heard something along the lines of:

You have reached [Company Name]. Thank you for calling.

If you want to reach our customer support, press 1. If you want to turn selected services on and off, press 2. If you want to…

You get the idea, right?

This type of automatic attendant service could be considered a very primitive form of a voice chatbot.

Here is an example of a modern customer service chatbot used by a restaurant:

You can interact with this advanced chatbot and book a table, browse the menu, or order food. It is designed in a way that is easier to navigate than a traditional website. This is especially true if you are using a mobile device!

Looking for more chatbot use cases?

OK—

Chatbots seem like a cool thing to play around with.

But what is the purpose of chatbots? Why do companies use bot assistants instead of offering a more personal (human-based) customer service?

Here are some obvious benefits of using chatbots:

Their primary goal, in general, is to facilitate human-computer interaction.

On top of that, this new technology is becoming extremely popular. Over 1.4 billion customers have already used a chatbot!

If you need more, read: Business Case for Chatbots: 10 Reasons Why You Need Them

This looks impressive. Are there any downsides to chatting bots, though?

Well, if users genuinely want to solve their problems, chatbots work fine. But if someone just wants to find out how to break a chatbot and is not cooperating with AI, it is easy to confuse a bot. Your virtual assistant may fall victim to mischievous users who find provoking it funny.

Virtual assistants cannot improvise, defend themselves, or react in a way a human live chat would. But, on the other hand, nobody’s feelings are hurt. Sometimes using bots is the best way to deal with angry customers.

At the end of the day, the advantages of support bots far outweigh the potential risks and downsides. But how do chatbots work? Are all chatbots equipped with artificial intelligence? Does using them mean that I can’t have human agents?

Let’s find out more.

Some chatbots use natural language processing (NLP) to recognize the meaning of the messages they receive. Developers use advanced machine learning algorithms and huge amounts of user conversation data to train AI chatbots.

Real-time natural language understanding (NLU) is a powerful tool. And you don’t need to be a developer to use it. Let’s take a look under the hood. This is what the bot looks like in the chatbot builder.

You don’t even have to write a single line of code to make a project like this. You can design new conversations by connecting triggers and actions. To recognize the meaning of messages automatically, all you have to do is define the language and topic of the conversation.

Other chatbots use simple decision buttons that are based on common questions. For example, here is a Facebook Messenger chatbot that offers a ticket discount.

Phare Circus uses the same solution for live chat, bots, and multi-channel automation.

The majority of customer support automations use simple decision tree diagrams or conversation flowcharts.

It may be difficult to perfectly simulate human interactions with a computer program. But, unless you want to pass Turing’s AI test, it should be more than enough for the majority of typical online situations.

Read more: What Is the Difference Between Conversational AI and Chatbots?

Today, chatbots can carry on entire conversations. Some people even fell in love with virtual companions such as Replika.

But, most of the time, chatbots help businesses with their day-to-day operations. For example, I happen to receive automatic bot messages from Slackbot that remind me about the deadlines for my articles! Would you believe it?

Chatbots help to streamline customer service, marketing, and other business processes.

Here are the basic types of chatbots:

If you want to get your own chatbot now and learn how to use chatbots, you can choose between:

Conversational bots are extremely popular, especially among the younger generation of online shoppers. About 40% of Millennials interact with bots on a regular basis. They provide seamless, conversational shopping experiences.

Here is an example of a customer service bot in action:

It can handle the most typical customer service scenarios on its own. Or it can notify live chat operators if an unusual problem occurs.

Virtual assistants that use artificial intelligence and NLP increase customer satisfaction by:

It is like having a super-hero customer support agent on your team. And there are many providers and chatbot alternatives to choose from.

Read more: Check out different chatbot types and determine which ones can help enhance communication with your customers.

Chatbot subscription messages are far more effective than traditional lead generation popups. Old-school popup ads are extremely intrusive, and 73% of online consumers hate them. With a chatting bot, it feels more like a conversation. And it is easier to encourage someone to speak to you, tell something about themselves, or answer a question.

You should try out several designs for different stages of lead qualification.

Are chatbots effective? You can read an inspiring business story of Whisker Bag. The owners created fully automated customer service and advanced lead qualification flows.

Read more: Best Lead Magnet Ideas

Chatbots are not just a technology for streamlining sales and customer service. They are a great alternative to customer feedback surveys, too.

Imagine a situation where a customer of your online store has a full shopping cart. They browse the store and visit different subpages. They spend a lot of time on your website. Despite that, they do not finish their purchase.

What went wrong?

You won’t know until you ask. And chatbots happen to be made for this job.

You can trigger chatbot conversations with any event on your website. Collecting customer feedback at the right moment is essential for learning more about your customer base. And for finding problems that they may have with your services or products!

You can start it when:

You can also create custom chat triggers with Tidio chatbot APIs.

Read more: Learn about the new Tidio AI features and how they can help your business.

Keeping customers happy is more important than ever. But human customer service agents can be costly—compared to automated support and self-service tools.

What can chatbots do?

Natural language processing solutions are becoming more commonplace and intuitive to use. Consequently, companies are discovering what automation can do for their business. They learn that:

It’s not hard to put two and two together. If customers can find the information they are looking for faster, they are more satisfied. Even more so when they can get help without getting human agents involved.

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