<\/p>\n
Chatbots are used in the absence of a customer service representative, as they\u2019ll usually respond to the customer\u2019s message if the representative is unable to assist.<\/p>\n
<\/p>\n
They may be a popular business feature but are chatbots really the future of customer service?<\/p>\n
<\/p>\n
<\/p>\n
What\u2019s a chatbot<\/b><\/h2>\n
A chatbot is an artificially intelligent software used for simulating conversations with users in its most natural form via mobile applications, websites, and many more. It\u2019s considered as one of the most innovative features introduced for businesses.<\/p>\n
<\/p>\n
Having a chatbot for business is definitely useful, but just how \u201cuseful\u201d is it?<\/p>\n
<\/p>\n
For starters, there are three definitive forms or levels of chatbots.<\/p>\n
<\/p>\n
- \n
- Menu-based – The menu or button-based chatbot is the most basic level of chatbots. It provides the user with options in the form of buttons, similar to automated phone menus. The options provided are like a tree of dialogues that allow the user to dissect the form and reveal the ultimate answer.<\/b><\/li>\n<\/ul>\n
- \n
- Keyword recognition – This level of chatbot does its best to respond to the user based on the keywords provided. This chatbot is given a list of customisable keywords with limited artificial intelligence (AI) to provide the user with an optimal answer.<\/li>\n<\/ul>\n
- \n
- Contextual – This is the most advanced level of chatbots in recent times. Unlike the previously mentioned chatbots, contextual chatbots utilise advanced AI and Machine Learning (ML) to study and analyse conversations over time. They\u2019re smart enough to improve based on the response of the user.<\/li>\n<\/ul>\n
<\/p>\n
The more advanced a chatbot is, the more features it can provide. If you\u2019re looking for more benefits, you\u2019ll have to invest in a more expensive chatbot. Your brand can certainly benefit from the aid of a chatbot if you know which one\u2019s right for your business.<\/p>\n
<\/p>\n
How exactly can you know which type of chatbot is perfect for your business? For starters, you have to know what your business needs. In most cases, the bigger the enterprise, the more advanced the chatbot should be.<\/p>\n
<\/p>\n
Since customer representatives are common for small to medium-sized enterprises (SME), a chatbot can help by substituting in their absence for a limited time. Still, a combination of the two is the most feasible.<\/p>\n
<\/p>\n
As of today, chatbots are famous because of the benefits they provide. Here are some examples of popular chatbots.<\/p>\n
<\/p>\n
<\/p>\n
Ubisoft\u2019s Sam\u00a0<\/b><\/h2>\n
The popular personal gaming assistant was introduced by Ubisoft, a French gaming company, back in 2018. \u201cSam\u201d is an advanced chatbot that engages with players regarding Ubisoft\u2019s titles such as Far Cry<\/i>, Rainbow Six<\/i>, and Assassin\u2019s Creed<\/i> to name a few.<\/p>\n
<\/p>\n
Sam responds to voice commands or text messages related to the aforementioned titles. It has already acquired more than 1.6 million users with over 10 million questions answered in a year.<\/p>\n
<\/p>\n
<\/p>\n
Endurance<\/b><\/h2>\n
This chatbot specialises in conversing with dementia patients. Since dementia patients have a difficult time to engage in conversations, Endurance helps users struggle with short-term memory loss.<\/p>\n
<\/p>\n
Endurance utilises a cloud-based solution to let physicians and relatives review logs and identify potential memory degradation and deterioration.<\/p>\n
<\/p>\n
<\/p>\n
Human representatives<\/b><\/h2>\n
<\/p>\n
![\"\"](\"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-content\/uploads\/2019\/07\/customer-service-examples-feature-image2-1200x676-e1563419208344.png\")
<\/p>\n<\/p>\n
At its very core, customer service is represented by actual humans. Customer representatives do their best to provide the customer with sufficient help depending on the wants and needs of the latter.<\/p>\n
<\/p>\n
In modern times, customer service representatives are still common. The only difference compared to a decade ago can be found in the tools and techniques used as of today.<\/p>\n
<\/p>\n
The goal of modern customer service is to provide representatives with effective tools to make their job easier, thus offering more productive results. As a result, chatbots were introduced.<\/p>\n
The future of customer service is looking bright. While it\u2019s not yet determined whether human representatives will still be common in the future, you can guarantee that chatbots will be very much helpful by then.<\/p>\n
<\/p>\n
With the amount of research poured into AI, it\u2019s safe to say that humans and robots can work hand in hand to help each other achieve a certain goal.<\/p>\n
<\/p>\n
As of now, chatbots are still used as a mere tool for communication. With limited AI, only time will tell if chatbots will soon become smart enough to replace customer service representatives entirely.<\/p>\n
<\/p>\n
For more online business-related strategies, contact OOm, a digital agency in Singapore<\/a>, at +65 6391 0930. We\u2019re an award-winning SEM agency in Singapore<\/a> with a team of experts that can provide you with custom-tailored solutions for your benefit.<\/p>\n","protected":false},"excerpt":{"rendered":"
Communication is a vital aspect of everyday life. Regardless if you\u2019re an introvert or extrovert, you\u2019ll have to communicate with someone (or something) in one way or another. Same goes with businesses; customer communication is of utmost importance. It\u2019s a cycle that focuses on giving and receiving benefits for both the client and the customer. […]<\/p>\n","protected":false},"author":8,"featured_media":10280,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"wds_primary_category":0,"footnotes":""},"categories":[14],"tags":[655,656],"class_list":["post-7146","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-marketing","tag-business-marketing","tag-chatbots"],"acf":[],"_links":{"self":[{"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/posts\/7146","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/comments?post=7146"}],"version-history":[{"count":0,"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/posts\/7146\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/media\/10280"}],"wp:attachment":[{"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/media?parent=7146"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/categories?post=7146"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/glutenfreepleasure.com\/__proxy_domain\/www.oom.com.sg\/wp-json\/wp\/v2\/tags?post=7146"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
- Contextual – This is the most advanced level of chatbots in recent times. Unlike the previously mentioned chatbots, contextual chatbots utilise advanced AI and Machine Learning (ML) to study and analyse conversations over time. They\u2019re smart enough to improve based on the response of the user.<\/li>\n<\/ul>\n
- Keyword recognition – This level of chatbot does its best to respond to the user based on the keywords provided. This chatbot is given a list of customisable keywords with limited artificial intelligence (AI) to provide the user with an optimal answer.<\/li>\n<\/ul>\n