Defining a modern chatbot depends on the ability it has. According to SnatchBot, a market leader in this space, it is a computer program that is capable of talking to users through a variety of messaging apps – and even by voice.
Chatbots are nothing new – but the way in which they can now leverage artificial intelligence, surely is. You can think of it like cars: they are not new either, but self-driving cars, which are enabled by recent technology, changes the game altogether. So is it also with chatbots. As , the CTO and founder of SnatchBot explained: “The revolution in chatbots really stem from two developments: Firstly we have highly capable messaging services that can do many other things including bookings payments all from within the same app. These include WeChat, Whatsapp and so forth. Secondly, machine learning that stems from artificial intelligence, enables much better decision making – and therefore the ability to provide more accurate and relevant responses”.
Right now we’re at a critical junction where intelligent chatbots are reaching parity with human ability – and in many cases, even improve on what humans typically do. This really matters because significant savings can be incurred, in addition to other valuable metric improvements.
If you that can deliver an omni-channel experience, there is a lot to gain from it’s deployment. Three critical facts make a strong case for chatbot deployment: Firstly there are 4.1Billion users on messaging apps. Secondly, 75% of users who prefer using a messaging app over a call or email and most of all. Thirdly, messaging apps overtook the use of social media – which may explain why Facebook acquired Whatsapp and Messenger.
When we zoom in on specific metrics it becomes interesting. Customer satisfaction rates can increase due to instant responses, as opposed to delayed responses. When AI is leveraged, most chatbots will outperform staff that are new – and we know that call centres can have a high turnover. The 24/7 ability to provide responses via apps that can also process a payment or take a booking – is certain to increase conversion rates and profitability, as well as market share in competitive spaces.