The digital marketing space is one that is constantly evolving and generating new and ameliorate ways in which marketing can be done in methods which exceed that which is common. The ever increasing number of competitors which emerge everyday in the digital space make it vital for businesses to keep evolving and coming up with ways to stay afloat in the market.
With the above said, the creation of chatbots in the 1960’s has become one the most prominent and unconventional ways in which businesses can offer exceptional services to their clients. With the development of the computer programmes in the 21st century, the design of these bots have signified a new dawn in the digital marketing environment, one which has revolutionised the way communication occurs between businesses and their clients.
WHAT ARE CHATBOTS?
A Chatbot is an artificial intelligence programme which pilots conversations with clients either via text, visuals or audio. These conversations can occur through websites, messaging apps and mobile apps. The software is created in a way in which it is designed to imitate human behaviour so as to give of the impression that a human being is conversing with the client whereas in actual fact, it the bot.
HOW DO THEY WORK?
As mentioned above that they are designed to imitate human behaviour, the chatbot takes the form of a virtual assistant in which the computer programme conducts conversations with the client via audio or visual methods, or in messaging apps where the bots communicate with clients via text messages or texting apps. The artificial intelligence programmes sweep the messages typed by the client or audio recorded by them for any keywords they can identify. Once that is done, they take the identified keywords and search for them in their database and select the most appropriate answer for the client. The programmes are created for the purpose of mimicking human beings that reply in real time, which leave clients satisfied with the service required without them having to do any strenuous labour such as driving to the business or calling them, increasing customer experience for the business. The use of algorithms are present as well as they assist the bots in conducting conversations which are case sensitive to each conversation.
PRACTICAL EXAMPLES WE ARE FAMILIAR WITH
You may not realise it, but there are many computer programs you are familiar with, but did not realise that they were actual chatbots. Here is a list of three examples that may be more common than you may have known.
- LEAD PAGES
You may have found yourself on a website and seen a message appear on the side of the web page from a product such as Vanish stain remover or service providers such as the First National Bank inviting you to converse with them via messaging. This is a type of bot where drift messages are used with the hopes of luring potential customers from casual browsing to intentional pages where a customer could be converted.
On Facebook messenger, you may have noticed that when you send a message to service provider at 2am, they respond immediately and attend to your query as best as they can. The use of the Facebook chatbot is available to all of their users.
If you have an Apple product, then you will know who Siri is. Siri is a virtual assistant which is available 24 hours a day for Apple users. The programme acts as an assistant by offering services to Apple users such as finding them the nearest restaurant or giving them definitions about a word they do not understand.
Chatbots are definitely a force to be affiliated with. If you as a business are looking for a way to take your customer service to the next level, then chatbots are definitely an innovate journey that you would want to explore.