Launched in April 2016, the Facebook chatbot platform is a business transforming technology. Aimed at improving customer service and automating replies to queries based on machine learning and artificial intelligence, chatbots are a must-have for modern day businesses.
Why Every Business Needs a Chabot?
The hype surrounding Facebook chatbots are real and by all means backed by prove success stories. According to Credence Research, the global chatbot research touched $88.30 Million market size in 2015 and is expected to grow exponentially by 2023. Not just that Credence, even Gartner research estimates 85% of customer interaction to be carried out by bots by 2020.
There are 4 major reasons why chatbots can be considered to be a big idea for the present and future:
Chatbots can handle multiple customer queries instantly without having to make the customer wait. A single chatbot can handle from 4 to 10 users on its own thus savings costs for businesses. Simultaneously, it also increases the customer engagement time significantly by providing a consistent and meaningful interaction.
Facebook chatbots run are wired using Artificial Intelligence and Machine Learning. This makes them capable of giving dynamic and accurate responses to client responses. No more canned responses to varying queries of customers. Moreover, the data collected from the chat conversations between the user and chatbot can be further used for improving service and for integrating additional information into the product page or support forum.
In banking, insurance, stock broking and several other industries where routine tasks need to be repeated, chatbots can help reduce the manual intervention. For instance, a banking chatbot can help customers reset their login credentials, request for a cheque book, enquire current balance and so on. In the stock broking industry, chatbots can help investors get real-time stock updates and stock history based on dynamic parameters.
Great service = Better conversions. Chatbots deliver a near-perfect service that humans can not always provide. Emotional tantrums of customers and heated arguments for poor service are eliminated in a chatbot environment. This helps in pacifying the troubled customer and in turn making them brand advocates with exceptional service.
How to build your own Facebook chatbot
But, the trouble here is, building one isn’t easy. Facebook introduced the wit.ai – a natural language processing service that will form the backbone for the bot’s response to customer queries. Such a platform needs one to have a coding base or at least some long hand in programming languages.
In case you have been searching all over the Internet how to build one, this article will explain everything you need to know.
1. Set the base for your chatbot
Given the fact that you don’t want to get into coding, there are several tools like OnSequel,Chatfuel, etc. which help you build your own chatbot. All you have to do is pick a template from them that best suits your requirements and customize it.
2. Give your chatbot a name
Having a chatbot that does not mean you can take away the human element in customer service. Although it is a software, we recommend giving your chatbot a personal name that will humanize them. For instance, Starbucks has named its chatbots as Pumpkin Spiced Latte, a popular drink from their menu.
— Pumpkin Spice Latte (@TheRealPSL) August 29, 2016
Needless to say, it does strike a chord with users making them forget that they are talking to an automated chatbot.
3. Make it proactive
Like live chat popups that greet us the moment we log into a website, a chatbot can greet a user and help them get around the website. In a eCommerce store, a chatbot can be like a virtual sales assistant who helps the customer find the right product that they are looking for without having to browse through the categories endlessly.
eBay does this perfectly with its chatbot:
4. Keep the Conversation Natural
There is one thing which turns off people from using chatbots. It is their canned artificial responses. A chatbot shouldn’t actually feel like a chatbot. With Artificial Intelligence and Machine Learning, it is possible to mimic the language and slang that the user prefers. US customers get US English, UK customers get UK English and so on.
5. Continuous Improvement
The thing about chatbots is that, they need continuous improvement too. Just like support staff their responses also need to be tweaked every now and then to keep them abreast with customers expectations. It is with continuous improvement that chatbots can be made smarter and perfect for customer service.
Here is how you can prep a perfect chatbot that will take customer service above your current standards. With the right chatbot you can optimize your conversion rates, be a step ahead in competition for rendering service and even monetize social media platforms.