However, there are also disadvantages to this technology.

In this way, a bot tries to make the experience resemble a conversation with an employee as much as possible. If the customer notices that the bot has misunderstood him or her, it can quickly switch with another question. These chats often follow a freer path, as the customer constantly presents unique phrases that the chatbot responds to.

The chatbot then checks the database to see whether an answer sufficiently matches the (probable) question of the customer. By tapping into specific keywords such as “order”, the chatbot tries to understand what the customer’s search intention is. In this way, the chatbot tries to create a similar experience as a conversation with an employee. Some chatbots use Artificial Intelligence (AI) in combination with tools to understand language and possibly Machine Learning to constantly improve. AI Chatbot: the chatbot with Artificial Intelligence We will walk you through two different technologies. Of course, the tone-of-voice and appearance differ per website, but the technology behind it can also differ considerably. Stores can use chatbots to point customers to an assortment, such as a clothing store that allows customers to send a photo of a piece of clothing via a chatbot, where the chatbot then searches for a comparable assortment.Ĭhatbots give websites the ability to deliver a more personalised experience without scaling the human resources department.īut how does a chatbot actually work? Chatbots come in many different forms. You see, for example, that in addition to the usual apps, airports now also use chatbots to share information about flight times or maximum baggage allowance.īut in addition to providing information, chatbots can also increase conversion. It is also possible to use a chatbot for taking surveys, planning an appointment or reservation, or giving useful tips for vacation. Handy for you, but also for the customer! After all, nothing is more frustrating than being put through and then being able to tell the whole story again. But a chatbot can also be of added value for more complex questions For example, the time of a conversation with customer service can be shortened considerably by writing down someone’s details and question. If the customer cannot resolve the matter with the chatbot, he or she can forward him or her to someone from customer service or create a callback request.Ī chatbot can therefore relieve customer service by solving questions that are still being handled by people. It is even possible to send a customer visit by having the chatbot return to multiple parts of the site and in this way guide the customer through the site.

A well-designed chatbot helps your customers quickly and easily with the right information, even if no employee is available.

Way to success