But their expectations often collide with the reality of business life: limited opening hours, long waiting times, inconsistent answers… Their interaction with a brand can be a source of disappointment or, worse still, lead them to terminate their relationship. A chatbot is an ideal tool to reconcile these new expectations with business objectives.
A chatbot is a conversational robot that converses in writing, using natural language. Chatbots are easy to update and are an ever-present, accessible point of contact for your customers, users or employees. They act as virtual assistants and provide the right information, at the right time.
Chatbots have multiple benefits:
- Reduce the number of incoming contacts, enabling your support teams (customer services, HR, IT, etc.) to focus on high added value requests
- Increase user satisfaction with instant answers 24/7
- Build brand image / employer branding
- Optimise costs