A chatbot is a program written for a messenger that automates communication with real people or sends them various notifications and allows you to quickly, without waiting for an operator, get the necessary information.
The chatbot answers questions using scripts installed and written into the program, and in cases where a question requires human involvement, the robot transmits the message to the manager within 2 seconds.
Chatbots are divided into communication and functional.
The first ones can:
- answer common questions. For example, about work schedule, discount canada email list conditions, etc. If you need a manager's help, the chatbot will forward the request to him in two seconds;
- collect data necessary to process the order. Ask about the required model, place of residence, selected delivery and payment methods;
- send notifications. Remind about the date of the next loan payment, upcoming reception, change in the order processing stage;
- collect customer feedback after providing a service or selling a product.
Functional chatbots perform additional actions in external programs. They draw up documents, find out the card balance by its number, make payments, etc. This is convenient when you are not at the computer, and it will take too much time to manage the complex interface of the accounting program from your phone. You simply write a command in the messenger and the chatbot performs the action in the external software independently.
Which companies can use chatbots?
Firstly, in b2c organizations with technical support and a large number of clients. These include banks, mobile operators, Internet providers, marketplaces. The program will answer the same type of questions about payment, connecting and disconnecting services, changing tariffs, etc. in seconds.
Tinkoff ChatbotBank chatbot
Secondly, in companies where additional information needs to be collected before receiving an order. For example, a medical center chatbot will ask the client about symptoms. If a restaurant or hotel implements this program, it will simplify the booking of tables and rooms, and pre-ordering.
The chatbot will also be useful for companies that need to inform customers about the stages of order processing and register them in an electronic queue. That is, online stores, logistics companies, beauty salons.