Chatbots: 8 maneras en que cambian tu experiencia del cliente

Chatbots are changing the way brands interact with their customers, and when the chatbot is of a high quality, those changes are usually positive.In fact, a racle found that 80 percent of brands plan to use chatbots by 2020, while a ots, which is interesting considering the practice is still quite new.A chatbot is a software that can converse with humans via a live chat interface. That can happen on a brands website or app, or through platforms like Slack, Skype, Facebook Messenger, WhatsApp, and even Alexa.Big brands like tional Geographic are already using chatbots to facilitate sales and find information.Simple chatbots scan the keywords in a customers inquiry to deliver pre-packaged answers, while more sophisticated chatbots powered by artificial intelligence (AI) and machine learning (ML) can use natural language processing to create responses and conversations that are more complex. AI chatbots are more flexible when the human speech to them does not give the exact message they are programmed to receive. Instead, they will learn from the conversations they have to help customers reach their goals.AI-powered chatbots are typically better integrated with the CMS and CRM platforms that underpin a brands online presence, allowing them to tap into customer information and provide personalized experiences.Heres how an AI-powered chatbot might differ from a chatbot programmed to give specific answers to specific questions:User: Hey, what time is your store open in New York today?Simple chatbot: Hi! Were open until 8 pm today.AI Chatbot: Hi Jonathan! Were open until 8 pm today. Its snowing in New York, so dress warm!While the benefits for the company that uses chatbots include reducing costs (your live chat support staff bill will be much lower), the real winner will be your customers. Heres how to chatbot enhances customer experiences.Here are the eight ways to chatbot to improve your customer experience.Customers can engage with a chatbot in much the same way they would in an online conversation with live customer support employees, so the learning curve for customers to engage with chatbots is practically nonexistent. Since many chatbots use natural language processing methods, they can analyze the customers question and deliver to the response that meets the customers needs.

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