Chatbot/voicebot : the smart selfcare

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.

Once your operational teams have been trained to use our interface, otherwise known as the “Bot Management System”, they can create and manage their chatbot autonomously. Our BMS is easy-to-use and intuitive. It enables you to create and update your knowledge base (questions and answers) and to monitor your bot’s performance via a detailed dashboard and advanced analytics. This will allow you to easily identify pain points and ways to improve your bot. Your teams will also manage the chatbox: choice of color, font, avatar, textual elements (name, text, GDPR) and the channel on which you wish to deploy your chatbot.

Create a bot that reflects your company with dydu’s solution! A project manager will be right by your side throughout the implementation process. You can also benefit from ongoing support with a Customer Success Manager if you wish.

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

Consumers are more and more demanding. They want the right answer, right now, all the time. 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.

 There are three main chatbot categories:On distingue trois grandes catégories de bots : 

• Customer relation: they address companies’ customers. There are many use cases: Information ; orders, tracking and after-sales services ; customer account management ; reviews and feedback ; support for sales teams ; etc.
• Employee relation: they address compagnies’ employees. They cover the following scopes: Recruitment ; HR ; helpdesk and IT support ; legal and procurement ; etc.
• Citizen relation: they are implemented by public administrations. They provide information about services ; procedures and referrals ; local info and public policies ; automation of simple actions

Livechat technology enables companies to communicate with their customers / employees via instant messaging. In addition to our chatbot solution, you can opt for Dydu livechat or connect to an external livechat service.

Based on behavioral targeting rules, the user in conversation with the chatbot can be transferred to an available advisor. The past dialogue is then sent to the operator, so that they can help the user.

Combine chatbot and livechat to automate recurring requests, while ensuring that complex cases are handled by your business experts.