- Author: m0ther
- Topic: BOTS
A chatbot is a software service that interacts with a user on a messaging platform. In other words, it is software that has conversations with humans.
Chatbots have come of age quickly with advancements in voice recognition and natural language understanding. They have been embraced by companies like Facebook who want to add value to their messaging platforms, offering easy access to customers without the installation of a dedicated app or a phone call with a live support agent.
Messaging platforms have grown massively in recent years, with the largest seeing more than a billion monthly active users, overtaking social networks in aggregate user engagement.
Chatbots are being used widely for everything from booking travel and ordering food to shopping and personal banking. They excel when you have a use case that is repetitive and transactional with a testable outcome such as booking an appointment or transferring money. As new technology frees us up from traditional devices and UI, we can probably expect the future to be something like what China’s WeChat imagines, taking the entire landscape of app functionality into a chat interface.
Benefits of Chatbots
- Scalable with lower costs
- Rapid around-the-clock service
- Improved personalization
- Greater opportunities for upselling and cross-selling
- Increased likelihood of frequent customer interactions
- Higher engagement with notifications
- More information about customer preferences
- Ability to push content and offers
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