What Is A Chatbot? How Chatbots Can Help Your Business

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Many companies have been forced to go online due to the COVID lockdown, many for the first time. Once they have created a website the marketing world tells them to start posting and talking about their products and services on social media. Unfortunately, this brings pre-sales, sales, and support queries to their social media presence such as Facebook, and requires an army of staff to answer the normally highly repetitive questions raised by consumers as they discover, learn about, query and eventually reach a buying decision. This can tie up a team of staff 24/7 repeatedly answering the same questions, providing clarity, brochures, and links to website product pages. There is a better way, freeing up your staff to answer the obscure technical questions or having the closing the sale conversations by using Chatbots, AI-powered digital assistants. Analysing all queries raised by consumers for pre-sales, sales, and support and automatically 24/7 providing the answer and only passing on questions not yet in its database of answers to your sales and support safe. The public have already confirmed that they prefer to have automated answers where possible to avoid ‘sales people’


Chatbots are the new best friends of enterprise organisations, used to answer general queries and have great conversational intelligence, offering up an incredible level of conversational intelligence and natural interaction. Chatbots can answer a vast number of questions across all spheres, such as sales, support, marketing, and public relations. The majority of enterprise organisations using chatbots for customer support use them for public relations inquiries. Â Chatbots are an exciting development in enterprise marketing and is a popular trend used by organisations looking to improve customer engagement and drive brand awareness. Chatbots solve one of the biggest problems in modern customer service, the lack of efficiency.

What Is A Chatbot?

A chatbot is a digital assistant which uses artificial intelligence to give a human-like reply to any pre-sales, sales, and support questions. It can also direct consumers to your products or services website. There are two types of chatbots: Q1-an artificial intelligence chatbot It can ask questions and understand them. It’s a conversation with artificial intelligence. It can be programmed for every country and English voice, so it can understand queries in multiple languages. It can answer questions, find answers and provide other benefits. Q2-an agent-assisted chatbot It can be programmed to have simple conversations with a person. It is designed to ask questions and solve the problems.

Why You Need A Chatbot

There are so many automated marketing options out there it’s difficult to know where to start. A Chatbot will help your company to automate the most repetitive and confusing parts of customer engagement so you can free up your staff to focus on more complicated questions. Chatbots also enable intelligent, well-formed natural language conversations to be turned into actual responses. This is the holy grail of customer engagement and will no doubt change the way the next generation interact with both customers and businesses. Key Types Of Chatbots The three primary types of chatbot are: 1. Live Chatbots This is a bot that is able to simulate an intelligent conversation that is synchronous and/or automated.

How Do Chatbots Work?

Using the Facebook Messenger bot platform, each chatbot is unique. It is an embedded app that runs on the device. When a consumer signs into Facebook Messenger, the app connects to the Facebook platform and begins to perform tasks based on the information the user provides. There are two main bot areas – Conversations and Bots. A bot is essentially a short message box that provides a user with information. Bots are automated services designed to answer questions, perform certain actions, perform general tasks and more. Bots are designed to use natural language to perform a certain task, for example, “Are they vegan?” to respond with results such as “Yes, they are vegan.

Setting Up A Chatbot

With the market transforming, implementing the chatbot concept isn’t quite as straightforward as it was for your personal computer. To achieve the level of automation that you are after you will have to run your system as a service – in other words, where one chatbot comes on board to answer general consumer queries and then another chatbot takes over for the more specific queries about your product or service. You will need a reliable and secure chatbot and API provider to set up a system with a relatively low risk. Chatbots are also evolving rapidly in their sophistication and can not be left to your own devices to develop and market the capabilities of these bots.

Common Chatbot Platforms

Currently there are many chatbot platforms that can answer questions and link customers to appropriate content on your website and social media pages. These platforms all come with different unique features, and it can be quite challenging to understand which chatbot is best for your business. Many of the more famous chatbot platforms are tailored for B2B and CRM queries where they act as a “Chat Concierge”, i.e. they provide the answer to your query before a human ever has to ask. They typically use natural language processing (NLP) and sophisticated search technology to provide an answer to your question that is tailored to your website or social media page. They perform natural language queries (MLQ) that are provided by third-party databases.

Cost Savings from Using Chatbots

One of the big advantages for using a Chatbot is that Chatbots offer efficiency in much the same way that a human does but with vastly lower costs. Although Chatbots are being integrated into websites to answer routine questions and some social media posts are automated, a few crucial automated tasks such as response to pre-sales, sales and support queries have been ignored. Many businesses are currently saving millions of dollars as a result. Chatbots can deliver cheaper and better service to customers as they’re able to handle the low volume tasks with minimum costs. Automating the majority of the process for your customers or employees. The higher volume tasks done by workers are split up and done by the best workers who can focus on higher level work.


These new market changes are affecting all businesses. We know how many other examples exist across the globe of customers demanding more self-service, live online chatrooms rather than traditional face-to-face interaction. The new wave of customers is already having an impact on many sectors, from automotive to travel, retail to healthcare and public sector to help with other aspects of their life, including finance. The AI industry is experiencing tremendous growth. 2018 is predicted to be the year of the breakthrough, with the technology improving greatly in both scope and effectiveness.

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