The Concept of Chatbots

A chatbot is a customer service bot capable of conducting human-like interactions and conversations through text messages, in an automated way, and can be integrated with human chat platforms, CRM, and legacy systems.

Optimizing customer service with chatbots is not a passing trend. Alexa, Siri, and Cortana are examples of Artificial Intelligence that make users’ lives easier.

Chatbots handle simpler interactions and escalate only the more complex or high-value cases to human agents. This reduces costs, shortens queues, and optimizes the time of agents and, most importantly, customers.

The Platforms Where Chatbots Can Operate

Check out the main platforms where chatbots can operate and automate customer service for your business.

Website

Nowadays, a company without a website almost doesn’t exist. That’s because when a consumer wants to purchase a product or service, they search online.

As we mentioned at the beginning of this article, e-commerce is growing every day, and with a chatbot, companies can engage, answer questions, solve problems, and even sell online, all in an automated way.

Application

Today, many companies start as apps, while others develop them over time. Offering your own app is an attractive feature for your customers, and when this tool provides quick and efficient service, your business can retain and build customer loyalty.

Facebook Messenger

Many customers turn to social networks to communicate with companies, and Facebook is one of the most accessed platforms. Chat for Facebook Messenger provides menus to streamline customer service, making it easier for consumers to access information and optimizing the work of human agents.

WhatsApp

WhatsApp is the most popular app among Brazilians, according to a study conducted by Mobile Time in partnership with Opinion Box. Throughout the day, it is the most-used app by Brazilians, and companies are taking advantage of this.

With a chatbot for WhatsApp, companies can provide customer service 24/7, improving customer relationships as well as sales.

Telegram, Slack, and Teams

Chatbots for Telegram, Slack, and Teams can also be used as a professional tool for internal notifications and improving team communication, whether on a regional, national, or global level.

As you’ve seen throughout the text, chatbots can be integrated with virtually any chat platform, automating your customer service and reducing the workload of your human agents.

We hope you enjoyed the content. See you soon!

Also read: Creating Bots Is Easy – Scaling Them Is a Different Story.