Businesses should consider implementing chatbots as they provide round-the-clock, real-time support for customers. When customers have any queries or problems, they expect to get a quick response and chatbots can do that. With technological developments and advancements in artificial intelligence and machine learning, businesses can leverage the chatbot to meet customer expectations, improve lead generation and reduce customer service costs. However, some businesses are unable to reap the full benefits of this technology. Here we debunk some common chatbot misconceptions and myths that stop your business from growing.
Chatbots Can Only Reply via Text
While this is true for traditional chatbots, chatbot technology is constantly evolving and updating to meet the modern needs of businesses and consumers. Although text-based chatbots dominate the chatbot industry, there are numerous voice-based chatbots as well which can interact verbally with humans. An example would be Apple’s Siri and Amazon’s Alexa which make use of updated technology and innovations to process, understand and reply to verbal speech.
This allows businesses to be able to deploy verbal chatbots to different contexts and in much greater scenarios. Verbal chatbots are also more accessible to customers of different needs.
Chatbots Are Only for Large Businesses
Chatbots are becoming popular due to the convenience and ease it provides to businesses. Instead of having customer service agents waiting for phone calls and attending to customers and queries all the time, chatbots can streamline this process and reduce costs.
Whether it is virtual assistants for smartphones or verbal chatbots used by larger companies, there is always a place and use for chatbots in every business. Because of the advancements in technology, there are numerous chatbot building platforms such as Enterprise Bot which can offer affordable prices for businesses of all sizes to utilize chatbots. Chatbots make customer interaction easier, help to monitor consumer data to gain insights, and help in driving revenue generation.
Chatbots Are Essentially FAQs on a Website
Chatbots differ significantly from FAQs (frequently asked questions) on a website as they can answer specific and individual questions of much greater variety compared to FAQs. This is compared to an FAQ page which is static and only provides answers to common questions.
By utilizing a chatbot, businesses can provide customers with a more personalized experience and improve customer engagement. Customers can interact with chatbots in a way that they would be unable to with FAQs. Development in artificial intelligence technology, knowledge graph technology, and natural language processing also allow chatbots to be able to understand context, better process user’s intent and sustain relevant conversation through personalized responses.
Chatbots Prevent Access to Human Agents
This is perhaps the biggest misconception of chatbots, which is that by using a chatbot, you are no longer able to have access to a human agent. Human agents are crucial to customer service and irreplaceable even with the development of chatbots. Although chatbots are constantly evolving and capable of solving issues independently, there are numerous instances where the problem or situation gets too complex and requires the intervention of a human agent.
The human agent taking over from the chatbot to help the customer is an important and necessary aspect of any successful chatbot as it prevents customers from getting frustrated and having a poor customer service experience. Enterprise Bot’s chatbot can seamlessly hand over from chatbots to human agents who have the conversation history whenever the need arises. This ensures that no customer queries go unanswered.