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What is a chatbot for customer relations ?

Updated on 02/01/2024
Impact and benefits of DialOnce chatbots in the customer relationship

  1. What is a chatbot ?

  2. What is the purpose of a chatbot in customer relations ?

  3. What are the prerequisites for creating your own customer service chatbot ?

  4. What are the challenges and pitfalls to avoid when creating your chatbot ?

  5. Which chatbot for what use in customer relations ?

 

Our article is dedicated to those curious to understand what lies behind these conversational agents that are increasingly found on numerous websites.

1. What is a chatbot ?

A chatbot is a conversational robot, that is, a robot capable of speaking. More specifically, it is a computer program with which one can have conversations in their native language. Some chatbots are specialized to handle specific requests (for example, tracking an order on an e-commerce site). Other chatbots aim to mimic more general human conversations and give the impression of chatting with a friend.

2. What is the purpose of a chatbot in customer relations ?

A chatbot can help your business to:

  • Automate customer support for frequent and time-consuming requests.
  • Save human resources for high-value-added tasks.
  • Speed up operations.
  • Improve interactions with users.

3. What are the prerequisites for creating your own customer service chatbot ?

  • Identify the most common reasons for contact.
  • Have strategies in place to meet these needs.
  • Have one or more points of contact (website, application, etc.).
  • Define the scope handled by the chatbot.

To learn more, read our article "How does a good chatbot for customer relations work?"

4. What are the challenges and pitfalls to avoid when creating your chatbot ?

  • Understand your users and their way of expressing themselves (language, sociology, etc.).
  • Identify sensitive personal data and filter it to protect users.
  • Measure the relevance of the responses and set up a process for improving the chatbot.

5. Which chatbot for what use in customer relations ?

  1. Rule-Based Chatbots (Transactional Chatbot):
  • Rule-based chatbots consist of a set of linguistic criteria that specify how they should respond.
  • They are suited to a limited number of requests for which responses are predetermined.
  • This type of chatbot works very well for simple requests like:
    • Booking a table at a restaurant.
    • Tracking an online order.
    • Checking an account statement.

Conversational Chatbots

  • Conversational chatbots are designed using artificial intelligence models trained to understand a wide range of messages.
  • This AI allows them to take context into account in complex exchanges with a human, which can occur in multiple question/response stages.
  • As a result, the conversations appear more natural in a variety of situations.
  • This type of chatbot works very well for complex requests that can be expressed in multiple ways, such as:
    • Planning a wedding.
    • Seeking advice for a real estate investment.
    • Asking for a recommendation for a cultural outing.

In short, the chatbot is an intelligent tool that improves your customer experience. It's important to choose the right type of chatbot and regularly update it by retraining it based on conversations with users.

Also, read our article: "DialOnce integrates with ChatGPT to accelerate the deployment of its orchestrator bots."

 
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