A chatbot is a programme that simulates a real-time conversation with a person in a chat or messenger, responding to incoming user requests. It can use ready-made instant responses (the user selects possible options from the menu), product cards with a button, videos, polls, galleries, or elements of artificial intelligence — depending on the messenger or chat box capabilities and what you want to do.
For businesses, a chatbot is not just a tribute paid to fashion but a really powerful tool for streamlining workflows and improving the customer experience:1) an all-in-one contact centre solution:
handle standard customer issues while reducing operator workloads and speeding up service, and lowering personnel overheads; 2) an effective marketing tool:
implement message broadcasting
, loyalty systems, maintain feedback from your audience and find new areas of business growth; 3) a stand-alone specialised product
, such as a chatbot for insurance processing, a gym chatbot to help create and stick to a personal workout plan, appointment scheduling bots for beauty or medical centres
, a hotel chatbot and others;4) a tool to automate internal business processes
. For instance, an omnichannel bot helps generate reports on activities in different messengers, synchronise the work of related departments (e.g. HR and accounting, marketing and sales), and much more.