A Chatbot is a window on a Web site through which a conversation with a robot takes place, as opposed to a "live chat", where communication happens with a real human on the other end.
This article will provide a basic understanding of the ways in which a chatbot service can affect your organization. It will briefly present the general advantages of the Chatbot, and will help the reader understand the advantages of the Chatbot in performing particular tasks.
“People think, robots do the job”
In the late 1980s, IBM presented an interesting slogan: "People think, robots do the job." It sounds great, but almost thirty years have passed and the vision is still far from being realized. While robots have been used successfully in some fields, in others they are still fully governed by humans. Dialog management is one of the fields in which robots have not been able to be used with significant success.
The main sufferers from this condition are obviously people who must daily perform distinctly repetitive jobs that do not require much thought or creativity, yet rely on a high level of patience. People seem to function significantly better when performing tasks that require creative thinking, and much poorer in tasks that are repetitive.
Think of what would happen to a mass-production robot if you asked it to make coffee, and how a similarly mundane and repetitive task would affect a human over time.
The recent progress of the Chatbot (a conversation window that can be seen on some sites) is a truly significant technological breakthrough, with the potential to positively affect those who unfortunately can not perform their tasks in a robotic way as of yet.
To follow is a list of advantages that Chatbots offer to humans:
over time It’s easy to understand how a robot with one arm accurately performs a task on the assembly line. The robot does not get tired nor confused, and it does not "go through a crisis at home". A robot is guaranteed to perform the same action in the most efficient and accurate way, over and over again, for a very long time. The same applies to the robot in the chat. Being a machine, like the assembly line robot, it can be trusted to repeat a job for years on end without becoming confused, tired, or negligent.
in task execution Unlike a human, a Chatbot can perform a task with maximum accuracy. Chatbots can choose the most appropriate answer out of 239,782 options in less than a millisecond. Robots’ ability to optimize is one of the keys to their success in many fields. Man will never be able to perform the same accuracy and speed as a machine.
The chatbot does not need a vacation, it does not have "other obligations", and it does not require sleep either. For the organization, the Chatbot is the perfect employee: it is available to perform tasks all-day, all-year-round, for any number of clients simultaneously, and will always perform the jobs correctly, quickly and accurately.
The Chatbot is actually a machine, and therefore, unlike a person, it can perform and maintain a high level of service approach over time. The Chatbot does not get offended, nor does it keep a grudge, therefore it will not lose its efficiency. Even when “treated badly” a million times, the chatbot will continue to respond kindly and appropriately to clients.
When customers turn to customer service for support, they are interested in a quick solution, and it is their expectation to receive excellent service along the way. The organization is interested and motivated to provide exactly that. Between being put on hold for twenty minutes to wait for a human to answer or writing long emails, a short conversation with an automated Chatbot is clearly the preferable way for a vast majority of customers.
The cost The cost of Chatbot is negligible compared to the cost of manpower for the same task. Despite the relatively high initial cost, over time, automating an organization is a financially rewarding transition. The cost of the Chatbot is almost complete after the initial construction, and it does not require paying taxes, setting aside pension funds, sick days, etc.
It's hard not to see the significant benefits of the Chatbot for small businesses, companies, and organizations. The technology has already been implemented for the establishment and operation of efficient Chatbots. Now is the time to gain from the benefits of innovation, and consider the ways to use a Chatbot most effectively for your business.