What is the first thing that comes to mind when someone mentions the sentence, Chatbots for business? Majority of the people will imagine primitive, button-based bots they might have used to order a pizza or to send a sticker. However, the field of chatbots is broader than that. Chatbot is a dialog interface integrated into software, applications, websites and even messengers to solve a myriad of issues.
By 2022 chatbots will save businesses more than $8 billion per year. Many customers are seeing the value in it. Gartner says that close to forty-five percent of end-users prefer communicating with chatbots during customer service interactions.
Does this imply that contact centers can just deploy a single bot and can start delivering over the top experiences at every touch point? Sadly, no.
Chatbots today are layered in myths of all kinds, Chatbots myths if left unchallenged, lead to defective deployment and bad customer service. Before a business can rely on and put a chatbot to use to provide superior customer experience, organizations will have to separate fact from fiction.
Myth #1 Chatbot should pretend to be human
This is not the case. Any and every user should be informed that they are talking to a chatbot straight away. Because, if a user comes to know afterwards, they would become uncomfortable and would think they’ve been lied to. People become much patient if they are aware that they are talking to a soulless machine as compared to a human operator.
Myth #2 Chatbots can be created cheaply and can be deployed easily
It is true that one does not need to have programming language to deploy a simple bot. But, this is the case when you want a chatbot that will provide contact information and answers to frequently asked questions. And that is it. But if you
need a chatbot for business
plan certain functionality,
want admin panel to manage it,
want it to understand free user input and learn,
prefer it to work in several messaging apps,
it won’t be easy to develop such a complex virtual agent. These types of projects demand experience, time and money. You need to get in touch with a good chatbot app development company who can help you build a robust virtual assistant that can solve a ton of queries.
Myth #3 Chatbots destroy jobs
A common fear is that chatbots and AI will destroy jobs. However, only a few take into consideration that new jobs are created at the same time.
Additionally, Chatbots and AI can take care of monotonous and often time-consuming tasks your staff has to deal with. This will give them more time to take care of really important tasks. Chatbots and AI will definitely change the tasks we are responsible for as a human. But human labour will not become redundant.
Myth #4 Chatbots are solely based on AI
It is commonly believed that chatbots are based strictly on the AI framework and work on algorithms categorized under the technology. This may be because these bots are termed ‘intelligent,’ considering the way they function.
However, not all chatbots are based on AI. Some of these bots are based on a rule-type framework for bots. They scan for pre-fed keywords or rules in the question posed to them and produce results accordingly, as opposed to the self-learning ones who have no such rules.
Myth #5 Chatbot technology is way too complicated
Someone said it, everyone believed it. That is how rumours go in most cases. Now that we have sophisticated software integrations and cloud computing, chatbots are some of the easiest-to-execute software packages one can install in their business.
Chatbots can be scaled up as needed and they can have multiple human agents to be assigned to a single case. One can also make them capable of self-learning and have quality engineers working on making chatbots better.
Myth #6 One bot can do everything
This is one of the most common misconceptions that floats around in the ether. The bots can definitely drive efficiencies in a multitude of industries and solve a lengthy list of challenges, one cannot expect a single bot that can do it all. In order to understand this, a business should define the problem they need to solve to get the desired outcomes.
Chatbots brought in the potential to change the ways companies do business. With chatbots, businesses are now able to maximize their time and effort, which they can utilize elsewhere to enhance their existing portfolio.