The Role of Chatbots

By: Andrés Cajiao – @afcajiao
Los chatbots básicamente son ‘programas’ que simulan una conversación a través de una interfaz internet con quienes quieran conversar en nuestras redes sociales nuestra internet. Conozco dos tipos: aquellos que cuentan con inteligencia artificial y aquellos que no lo hacen. Y ambos podrían funcionar para usted, según sus necesidades.
Los chatbots no tan ‘inteligentes’
Think about que un cliente entra a su sitio internet, ve sus productos y le llaman la atención. Quiere más información, pero ya es muy tarde para llamar por teléfono ¿Cuáles son sus opciones?
En ese momento, una alerta llama la atención del cliente y ‘Camila, CHATBOT’ le pregunta al cliente si hay alguna forma en que lo pueda ayudar.
¡Sí, of course!", the client will probably write, followed by their need.
Camila, the chatbot, does not process the information, it simply thanks and responds: Understood, Andrés, I will share your query with an advisor. Could you confirm your email and phone number?".
And so, this chatbot starts a process of registering the event, to share it with us and manage to channel all that net traffic into business opportunities.
And the smart ones?
Let's think about the same scenario, only this time we discover that the client, Andrés, wants to know how much a pair of brown shoes of a certain reference costs and if they can be shipped to the Amazon.
It would be almost impossible to program all the possible questions a client could ask. However, our smart chatbot will be able to analyze the question, compare with past queries and provide, with a low margin of error, an appropriate response. In this way,, chatbots can help increase business opportunities, online sales closings even lead generation from internet visitors.
This opportunity will not only be valuable for our business in terms of operational wear. Its value is that we will begin to automatically manage the needs and opportunities presented by our potential clients. Like this, we will manage to break down the main consumption barriers and remove from the equation those negative experiences that limit our sales, such as lack of information and personalized attention.
Companies that work with chatbots
An example of chatbot implementation is Mastercard's artificial intelligence bot platform. This will allow consumers to make transactions, manage finances and make purchases through messaging platforms.
The company will develop bots for its merchant and banking partners, which will use chat, messages and natural language interfaces to communicate with their consumers. In this way, partners will be able to hold up-to-date dialogue with their consumers and provide personalized service, seamless experience, contextual offers and rewards.
Image: Pixabay.
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