Yellow Cherry Yellow Cherry
Blog
- Chatbots.. the perfect employee?
Chat bot robot welcomes android robotic character. Creative design toys on yellow background

Chatbots.. the perfect employee?

As we become busier and busier in both work and play,  it’s never been more important for customers to be able to access answers to common questions quickly and easily. Does anyone really have time to be put on hold, listen to classical hold music, search frantically through pages and pages of a website for the answer to that burning question that you know could be answered in seconds? Well, that’s where chatbots come in.

Chatbots could be what you never knew was missing from your company website. Chatbots are there 24/7,  can handle more than one conversation at a time, not only collect but can also analyse important data and even converse in multiple languages. Sounds like the perfect employee, right? Chatbots can be the perfect port of call for clients needing a quick response (and introverts!), meaning you or your employees are freed up to do what they do best, your clients get their information promptly and everyone is perfectly happy in their time management heaven. Where can I sign up for this perfect employee, I hear you ask? Before you make that move, lets delve a little deeper into the world of chatbots.

Is it not just a live chat function? It’s easy to think that this is the case, however, there is one big difference. Live chat is conducted by an actual person rather than a chatbot.

What Are Chatbots?

Chatbots are software programmes that are designed specifically to respond to questions and queries in a similar way to humans through a messaging service. They are particularly helpful for businesses with a large number of customers,  dealing with mainly generic questions on orders, deliveries and product information, taking pressure off customer service agents.

Just like us humans, not all chatbots are the same. There are a few different types that businesses opt to use. Some of these are:

  1. AI – (simulates human conversation through text)
  2. Scripted –  (similar to AI but more limited as it relies on specific keywords and will say exactly what it has been preprogrammed to by developers).
  3. Appointment – (already widely used to make bookings for things like haircuts or hotels)
  4. Assistant – (think of Alexa, Siri and Cortana)

Chances are you will already have experienced a chatbot, perhaps on websites such as Domino’s, WHO and Capital One. Often a box will pop up on a home page asking how they can help before you even get the chance to look for it. On other websites there may be a button or link to click to take you to the chatbot, greeting you with a welcome message asking what you need assistance with. From there, you can either select one of the options offered or you can type in your own issue, depending on the type of chatbot,  prompting the chatbot’s response. The experience and outcome will differ depending on the type of chatbot used and how well it’s been programmed, of course. Sounds like a dream, right? Well, we can’t all be perfect can we.

What Are The Cons?

  • If the AI software hasn’t been programmed correctly it can cause communication problems.
  • Not all issues and queries can be resolved by the chatbot as these have to be programmed in by the developers, leaving complicated queries with no where to go.
  • More complex chatbots will be more costly to develop.
  • It can take a lot of time to set up a chatbot.
  • Chatbots require regular maintenance to ensure they are working efficiently.
  • Lack of understanding of humour and human conversation.
  • Misunderstandings if queries are not specific enough.

What Are The Pros?

  • Your customers have access to customer service 24/7 meaning faster responses and resolutions are technically available at all times.
  • Could lead to better rate of customer satisfaction.
  • Could reduce labour costs.
  • They help alleviate some of the workload, off loading common questions and queries.
  • They can efficiently promote offers for your business.
  • They help to uphold your reputation as a forward thinking,  customer focused business.
  • Relieve tedious repetitive tasks from employees.
  • Can appeal to a wider client base, answering questions in multiple languages.

So, chatbots, are they right for your business? Why not get in touch with one of our developers today to find out how a chatbot could benefit your business.