Chatbot technology is an artificial intelligence-based chatbot as a part of digitalization in recent years. Chatbots, defined as chatbots in Turkish, have a wide range of uses from online shopping to aviation, from clothing to finance. In this article, we will explain what chatbot technology is, its benefits for companies, and its types.
What is a Chatbot?
Chatbots are a form of communication that takes place in the digital environment as if talking to a human. With a chatbot, you can find out where the nearest hospital is, call a taxi or buy movie tickets. So, chatbots are tasked to provide you with what you need.
The basis of chatbot technology dates back to ancient times. In the 1950s, the most primitive forms of today’s chatbots emerged with the artificial intelligence programming of a scientist. It should be noted that the purpose of the first artificial intelligence technology was to reveal a psychologist.
In other words, chatbot technology takes its power from the artificial intelligence system. The abbreviation for artificial intelligence is known as AI. So it means artificial intelligence. Artificial intelligence is a kind of software that works like the human brain and has superior learning power.
The first artificial intelligence initiative consisted of straightforward information. It was also quite difficult to program. With today’s new developments, artificial intelligence technologies can quickly update their knowledge base. In this way, they improve themselves by constantly learning like human beings.
In 2016, Facebook’s Messenger application made incredible progress in the field of chatbots. Later, global companies started to use chatbots. Amazon, Google, Apple, and many more companies have realized that chatbot is quite helpful.
Chatbots are considered a result of artificial intelligence. Artificial intelligence is a product of technology and they do not get tired. Thus, they can provide data analysis at excellent rates. Likewise, chatbots report the data you need for your company in a short time.
Chatbots communicate with your customers thanks to artificial intelligence technology. In other words, it is a method of messaging. Chatbot technology, which you can integrate into your company’s website and mobile application, provides answers to the needs of your visitors.
At the same time, with the expansion of social media, it has been determined that people prefer messaging more than other communication methods. Many people have declared that texting with customer service is easier than making a call.
What Do Chatbots Do?
Chatbots are the digital media messaging tool tasked to improve the customer experience. Chatbots communicate with visitors to your site via messages. Likewise, it corresponds with your customers and fulfills their support requests.
Chatbots, which work like a helper, offer you something that you can’t find on a website in seconds. For example, it is ready to help you as soon as you get lost in the menus in a mobile application.
At the same time, chatbots communicate with your customers, eliminating customer service intensity. In other words, instead of calling the call center directly, your customers get answers to their needs thanks to the chatbot.
Now that we have examined the main purpose and function of chatbots, it is inevitable for companies that want to go digital not to have chatbots. Also, chatbots are extremely important to the service industry. Because your customers can solve their requests in a shorter time through chat robots.
Sales growth and targeted annual growth are directly related to customer satisfaction. Your potential customers want accurate and clear information about your service. In addition, it is very important that customers’ support requests are answered in a short time. Chatbots have an enhancing effect on the customer experience. Likewise, it positively affects the quality of customer service.
What are the Types of Chatbots?
Chatbots are divided into various categories according to their intended use and level of sophistication. In direct proportion to the development of artificial intelligence, the processing power of chatbots has expanded.
Then, let’s examine the types of chatbots together.
Category and Word Chatbots
Personalized messages are not available in these chatbots. Routing takes place with ready messages. First of all, your visitor/customer is greeted with a welcome message. Then the menu options are sent to the chat according to the word or sentence typed in the chat.
This type of chatbot is not fully supported by artificial intelligence or belongs to one of the simplest varieties of artificial intelligence. At the same time, it is quite easy to install. For this reason, it is preferred by many companies.
For example, a menu-based chatbot belonging to the food industry shares all milk coffee products of that brand in the chat when asked “What is the price of brand A coffee with milk”. It literally cannot give the price of the product as an answer.
Expression-based chatbots fully understand the sentences the user asks and produce answers. They are more advanced than menu-based chatbots and have the ability to update themselves. In this way, your customers get clear answers to their questions.
These chatbots start a conversation quickly and beautifully. They have natural language processing. They can communicate, but they fall short of dialogue. That is, when the dialogue continues, it cannot answer different questions on the subject.
For example, when asked by the emoticon-based chatbot, “What is the price of brand a coffee with milk?” Responds to your message quickly and clearly. Then the question was “What about black coffee?” cannot answer the question. Because it does not understand which coffee belongs to which brand.
Dialogue Aimed Chatbots
Conversational chatbots clearly understand your customer’s questions and give the most accurate answer. However, the neurolinguistic programming technique (NLP) is highly developed in these chatbots.
Dialogue-generating chatbots take the conversation to the next level as well as respond. It can suggest related results in addition to the user’s question. In this way, the user is faced with options.
At the same time, chatbots that establish dialogue have a popular use in the industry. Talking to customers effectively provides satisfaction. For example, “What is the price of brand A coffee with milk?” answers the question and then answers the question “Plain coffee”.
Deep Learning Chatbots
These chatbots record all your customers’ movements and generate analytics. The most advanced are chatbots. Thanks to the deep learning mechanism, they collect data along with answering the questions.
Siri, Google Assistant, and similar ultra-advanced virtual assistants are examples of this chatbot. These chatbots have the ability to communicate with you almost like a human.
For example, ask the deep learning chatbot “What is the price of brand A coffee with milk?” When you ask the question, it presents the prices in different markets in front of you. They are programmed to do all your individual work as your personalized assistant.
Which Chatbot Do You Need For Your Business?
In order to understand what type of chatbot you need for your business, it will be very useful to consider the general characteristics of chatbots. It is important to pay attention to what industry your business is in and the profile of your customers.
In addition, if you have a business with a lot of interaction with users, a menu-based chatbot will not be a good choice. For example, your customers who use a chatbot in the clothing industry need dialogues and deep conversations. Therefore, also consider the capacity of your company.
What are the Advantages of Chatbots in General?
There are a lot of positive results from using chatbots. First, understand that the chatbot is a new communication channel between your company and your customers.
24/7 Working Chatbots
Chatbots work for you every moment of the day. In this way, they provide customer support 24 hours a day, 7 days a week. Unlike call center personnel, chatbots do not need overtime and breaks. Chat robots prevent the density that can occur especially for e-commerce sites. Also, you never know when your customers will request support. Take precautions with chatbots.
Chatbots provide customer support as effectively as call centers. This significantly reduces the call density of the call center. In this way, your call center representatives work more effectively. In fact, chatbots can do many actions that a customer representative can do in seconds. For example, the cargo tracking of an order is queried with the chatbot. That is, you need less staff and operational costs are reduced.
A Better Customer Experience
Do not let technical reasons come between you and your customers. Aside from the technical difficulties experienced in the call center, chatbots work very fast. It helps your customer to create a support request in seconds. However, it works relentlessly to meet your customer’s needs. Customers who get the answer to their questions within seconds have positive opinions about your company.
In this article, we explained what chatbots are and their benefits for your company. You can comment to convey your thoughts about chatbots to us. Also, if you like our content, don’t forget to share it!
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