Chatbots: ideal channels to implement on this Cyber ​​Day 2022

[fatimahislam]

Chatbots are a technology that revolutionizes the service industry by offering interaction, contact and attention to users.

Many small, medium and large companies are betting on this type of tools to start proactive conversations with their customers.

In this article, we tell you about its origin, meaning, evolution and how bots can provide personal support so that your prospects feel heard, guided and helped on this cyber day Chile 2022.

Origin and definition of the chatbot
Many people may believe that chatbots are a recent innovation. But the reality is that this concept dates back to 1950 when mathematician and computer scientist Alan Turing proposed an experiment called the “Turing Test” to test whether a machine has intelligence and can think.

This experiment was based on a conversation using a chat system involving a person and a computer in different places to test whether the person could identify who they were actually talking to: a human or a computer. By convincing the computer, they demonstrated that the machine had intellectual capacity .

In this way, we can say that a chatbot or virtual assistant is south africa whatsapp lead a software that has elements of artificial intelligence, capable of maintaining an automatic conversation with a human being , responding to their queries with natural language.

“Chatbots are so present in our daily lives that we are already used to asking questions to a machine. Even in the most common services such as after-sales or pre-sales of the most well-known companies, such as Movistar (customer service) and Gasco (gas orders from WhatsApp) these chatbots are present,” says José Estevez, Technical Leader at Fusiona.

Evolution of chatbots
It should be noted that the first virtual assistants were basically created to start conversations with simple language, since they did not have the capacity to understand complex dialogues.

Eliza is the name of the first chatbot created in 1966 by Joseph Weizenbaum , designed to start a conversation using natural language (one that develops spontaneously to communicate) and written language.

That is, it was able to identify key words, simulate understanding them, and then ask related questions, making users believe they were having a conversation with a real person.

After Eliza, new bots emerged such as Dr. Sbaitso in 1992 , which imitated the responses of a psychologist to talk to users, and Jabberwacky in 2005 , capable of imitating the human voice.

As can be seen from the above, chatbots have evolved over time to become the modern personal assistance tools we know today. For example, Alexa, Google Assistant and Siri , all created between 2010 and 2015, are capable of responding to voice commands and complex questions quickly .

Clearly, this great boost has been achieved thanks to advances in AI (Artificial Intelligence) and Machine Learning to improve the user experience.

Benefits of virtual assistant
Today, AI-powered chatbots are able to discern users' intentions and then provide them with answers, questions, and guidance throughout the conversation.

Now, you're probably wondering: What makes it so smart and proactive within a website or app? Below we list some of its features:

Provides automated responses.
Helps you find products and services easily.
Solve problems.
Allows you to make a reservation or pay a bill.
Immediate availability when the user visits the website or sends a query.
They serve several users at the same time.
Answers the most frequently asked questions by users.
It has the ability to learn interaction after interaction.
“An important aspect of the chatbot is that it must be able to empathize with the user and guide them to solve the problem within the journey of a website or app… For this reason, finding an answer or solution in a short time is part of a better experience that the user will have with our website” says Boris Fernandois, Head of User Experience at Fusiona.

Its use is clearly very diverse, but when used on websites or apps they specialize in tasks such as:

Customer Service
Direct sales
Service management
Surveys
Lead generation
“Even in phone calls there are IVRs (Interactive Voice Response) that could well be the predecessors of these chatbots, since the objective is to eliminate the need for a person to be there 24/7 to deliver information” adds Jose.

What channels support the use of a virtual assistant?
During the peak dates of Cyber ​​Monday, it is important for companies to be able to increase their productivity and improve the user experience, configuring their attention automatically on the different channels to operate in a simple way.

Below, we leave you some platforms where you can implement an online assistant without the need to enter a website:

WhatsApp Business: ideal for facilitating quick interaction between clients and companies. Here you only need to download the App and configure an automatic welcome message or when you are not available in 3 simple steps from the “Business Tools” option.

Facebook Messenger: Another bot that is currently widely used to automate your conversations. Here, the ideal is to have a Facebook page and associate it with bot tools such as Manychat or Chatfuel to start setting up instant messaging.

Telegram and Instagram: used equally by many industries to accelerate their sales opportunities and prospect loyalty. Like Facebook, you need to download certain tools to get a custom bot up and running.