Yet, their expectations are often confronted with the reality of business: limited opening times, long waiting times, inconsistent answers… Their contact with the brand can thus result in disappointment or worse still, termination. A chatbot is the perfect tool to reconcile these new expectations with company profitability targets.
A chatbot is a conversational robot that communicates with users in writing, using natural language. Tolerant of digressions, spelling mistakes and text messaging language, it understands questions formulated by users in their own words, and can provide personalised answers based on their profile, history or browsing context. A chatbot can offer a large number of services: customer service, help desk, support for collaborators (HR, IT), product recommendation, transactions…
Chatbot benefits are immediate:
- Reduces the number of incoming contacts, thus focusing support functions (customer service, HR, IT…) on high added-value requests
- Increases user satisfaction thanks to instant answers 24/7
- Develops the brand image
- Optimises costs