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AI Chatbots : How could they improve user-experience?
Chatbots are software applications designed to behave like a human with the help of artificial intelligence and NLP (Natural Language Processing). The AI-powered chatbots are exposed to a chunk of conversational data to understand the type of questions people tend to ask. Then, with the help of natural language processing and machine learning, these chatbots try to analyze the correct answers, learn context and intent, and continually evolve to be better at it.
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A chatbot is trained to behave like a human to decrease the gap between customers and businesses online. In websites, web applications, messaging applications, or telephone, a chatbot can simulate a conversation eliminating the odds like lack of conversation due to time difference, etc. The chatbot is one of the most advanced tools available in the market that seems promising technology in terms of interaction between humans and machines.
How does a chatbot provide the correct answers to the user's questions?
Once the prospect has put forward a request, the chatbot tries to identify the user intent and extract the correct data by segmenting various entities in the prospect's request. Natural language processing-based chatbots are trained to have a contextual analysis like a human being to assess the input from the user. However, people often get frustrated because the questions they asked were out of the syllabus for the chatbot. When a chatbot is trained with natural language processing, natural language generation helps decrease the false positive outcomes by interpreting the user's intent accurately.
The next stage after the intent stage is utterance. NLP engines train the chatbot about the kind of statements a user may type when they have a specific intent. This comprehensive communication for user response improves the user experience tremendously. Next, the high-level chatbots try to analyze every possible data about the user, like location, date, time, etc., to understand and be more relevant about the user intent. Next, ‘the context’ assists in saving and sharing the various parameters across the whole session, i.e., from the beginning of the chat to the end.
Factors that improve the efficiency of a chatbot:
The NLP replaces the default responses with personalized touches, like the name. As a result, people feel valued. Also, personalization is changing how a person interacts with brands online.
Chatbots also have enormous potential to enhance the user experience by segmenting people into groups and serving specific products or needs. By leveraging NLP and personalization, chatbots have the potential to greatly enhance the customer experience by delivering tailored interactions and recommendations. This level of customization revolutionizes how individuals interact with brands online, fostering deeper engagement and satisfaction.
Chatbots could easily store user information, like their preferences and previous purchases, and then turn it into hyper-personalized recommendations. Also, focus on the digital marketing funnel.
Sentiment analysis by chatbots
Sentiment analysis is a sub-part of machine learning and NLP (Natural Language Processing) and is responsible for extracting the user's sentiments by using voice or textual data. Sentiment analysis tries to identify the emotions displayed by the user and categorize whether the user is positive, negative, or neutral and further detect emotions like sadness, curiosity, frustration, anger, or fear.
Then the natural language processing and artificial intelligence system work together in real-time to measure the intensity of the emotions and assign it a numerical value. Once the system detects and analyses the sentiment presented by the user, the chatbot tries to take the conversation in a direction that would enhance the user experience.
Why use AI-powered chatbots?
1. Enhance user experience on your website:
In the digital world, the most prominent factor for business’s success is good customer service. Chatbots are a great way to improve user experience as they could be available 24/7 to answer the users' queries instantly and recommend the right products to them.
With globalization, brands have increased their presence and customer base to various countries. But, due to the difference in time zones, there has been a limitation in providing answers quickly to the users. Nobody wants to wait for a day or two to get their answers. Instead, they would hop to the competitor's website to have a better user experience and customer service. This is the reason why many websites have adopted chatbots so efficiently and quickly. Once your website ranks on top of SERP results with SEO, it is easier to bring traffic.
2. Saves money and time:
If you have a website or business in a particular niche, you could easily segment out the questions your customers repeatedly ask. However, hiring employees to answer these repetitive questions is a waste of resources and time, both for the employee and the brand. Chatbot quickly and efficiently saves your time by handling these queries most humanely. On the other hand, as people don't have to wait for the employee to type the answer, they feel valued and have a better experience with you.
3. Enhance personalization and push customers down the funnel:
Chatbots are programmed to capture people's information and store them very neatly during the conversation. Also, they are good at analyzing what the customer might need and enhance personalization in content strategy to persuade them to buy your product or service by recommending the most relevant product.
4. Flexibility to use in any industry:
Chatbots could be used in any industry, be it marketing, finance, healthcare, e-commerce etc. For example, chatbots could update the client about the supply status in the manufacturing industry and even take new orders from them. The Healthcare industry uses a chatbot to track the symptoms and sub-symptoms of the patient. The chatbot could easily reserve or cancel reservations in the hospitality industry and update the customers about the rules, amenities, promotions, and availability.
In the e-commerce industry, chatbots help make decisions about the purchase, suggest products, remind the customers if they have abandoned the cart, send them coupons in real-time, and reduce the communication gap.
How to use chatbots to enhance customer experience?
1. Chatbots in social media strategy
Autoresponder chatbots could be an excellent add-on for your social media strategy to automatically respond to Facebook messages and comments, regardless of their input. Of course, autoresponders are not cool chatbots that could help solve big problems. However, it could enhance the user experience with your brand. And, once you are available to answer the customer's question, you could attribute the response.
2. Answer the customer inquiries
The chatbots could be an effective and responsive representative of your brand on social media to help answer commonly asked questions, and better customer experience means better e-commerce SEO. If you know the basic questions that your customer may ask, you could easily employ a well-programmed chatbot to answer the basic questions to enhance consistency, relevancy, transparency, and helpfulness.
3. Leverage responses to improve user experience
Every command that users give to the chatbot is handy to know about customer preferences, pain points, and areas you could improve to help users get the best experience. If a chatbot prompts the users to give feedback on their experience, people may most likely respond. Suppose your data suggests that people are struggling to find more information about any given topic. In that case, you could change your website's structure and make it easier for people to get that information.
4. Identify the objective behind employing a chatbot.
If you have plans to employ chatbots in your business website or application, you must understand the purpose behind employing the chatbot.
For example, if you are an e-commerce website and wish to recommend personalized products to people who visit your website, you'll have to take a different approach to the one you took if you had to collect only emails. Chatbots are programmed differently based on the purpose. You must be sure that the voice used by chatbots syndicate with your brand value.
Conversational marketing is revolutionizing the customer service market. The AI-powered chatbots play an essential role in generating more leads, revenue, improving user experience, and saving resources and time. The trend in this modern world shows that you need to automate repetitive tasks to stay up to date in modern business.
Customers don't always know the structure of your website, and chatbots play an essential role in helping them navigate to the product or service related to them to avoid distraction. Chatbots will stay for a long time, and they would help improve the customer experience by miles.
Here is a complete guide on the latest revolution - Voice Search Optimization
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