In the past few years, a lot of money has been made by marketers using website chatbot technology. These programs are programmed to detect certain words that trigger certain reactions in people and follow those triggers. For example, if somebody types the word "free" into a chat bot's box, it will start to generate ads for a free trial of a particular service or program. If you use a chatbot on a sales website, it can trigger phrases like "best offers", "trending topics" etc. and even provide search results to assist online shoppers.
A chatbot is basically a program used to run an on-line chat session via text-to-voice or text-to-video, rather than giving direct contact to an actual human agent. A good example of such a bot is "Seknownstitch", which claims to use a network of contacts to source transcription, video transcription and video conversion, among others. The system is so advanced that it can easily detect sentence punctuation, and replace it with its own dictionary. It can also figure out common misspellings, and make appropriate synonyms.
This has attracted a whole new set of users to the field. The biggest advantage to be had from having a chatbot as a digital assistant is the increased efficiency in answering queries. The ability to run a search on any given term eliminates the need for a human assistant to ask random questions. Furthermore, most popular chat bots will give responses to typed items, and give a better understand what the user is talking about.
A big disadvantage of chat Bots is the lack of human interaction. There is little chance for a customer to get personal, and ask a question that could spur an answer. Conversational marketing relies heavily on the ability for customers to clearly define what they want, and then have those desires acted upon by conversational agents. Without this ability, businesses will quickly become captive to their customer's needs, rather than their customers' wants. This will result in customer dissatisfaction, and will likely drive sales lower.
As mentioned earlier, a website chatbot system is run primarily off of the computer of a salesperson. While customers may be comfortable with the idea of letting a computer program take care of them, they are usually not comfortable with the idea of their computer being in charge. When a customer has their needs met, and the agent's response, they are usually happy. However, when a chatbot system goes out of sync with the human element of a conversation, and the agent doesn't provide a clear and concise response, the customer may feel that they got no satisfaction from their interaction with the computer program.
Chat Bots can also be used to replace chat operators, and are commonly used in Facebook Messenger, Yahoo Messenger, MySpace, and the like. Some companies are replacing their sales representatives with chat bots, or using messaging platforms like Facebook messenger, MSN messenger, and others, so that the sales reps have more interesting things to do, while the customers are more likely to stay engaged and satisfied with the service that is offered. Of course, a chatbot system can't do everything for a sales rep, but it can often work to make the interactions between the customer and sales rep more comfortable and less intrusive.
In addition to chatbots used in direct interactions with customers, many chat Bots are being used on social networking sites as well. With the rise of the social networking phenomenon, chat bots are starting to be used as customer service representatives, or even poll takers. The reason that this is happening is because the internet has changed the way that people interact. Today, it is easy to just click away if someone doesn't respond to your message, or to send a private message to someone that you haven't actually spoken to in a long time. However, before the internet, people had to engage in real conversations to get their point across, which made it more difficult for a company to do customer service. In fact, some companies now face losing business over the social media platform's influence.
If you own a business that deals with financial services, you need to be aware of the risks involved in not using a chatbot as an assistant. Today, chat bots are becoming more capable of performing tasks that regular people would be willing to pay for. However, if you have a conversation with a customer and he doesn't seem interested in continuing the conversation, it isn't your fault. It was probably the bot's fault. Therefore, it is up to you, the business owner, to make sure that your chat bot is doing everything that you expect of it to.