Chatbot Best Practices: How to Make Your Chatbot & Website Work Together
Replicating the human process in website design is key to converting visitors and understanding chatbot best practices is essential.
Image Source: Loyalty Apps
Is your company currently doing business online?
Are you curious to know how you can incorporate chatbots on your website?
The impact of artificial intelligence and machine learning is spreading across industries. Among these modern technologies, chatbots are arguably, the most universally adaptable application for businesses with an online presence.
In this era, companies are online feverishly trying to find the secret sauce to increase their market share. One thing that has been known to build brand image is to offer live customer service on your website. The live chat feature has resulted in visitor confidence in a brand’s ability to service their needs. The chatbot is the automated version of the live chat. Let’s take a closer look at ways you can use chatbots to enhance your website’s user experience.
How Chatbots Work
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Chatbots are computer programs that mimic human-to-human interactions. The simulation of authentic human communication allows the user to get a similar experience to a live human chat with a customer service representative. Natural language processing (NLP) is the technology used by many of these bots to hold text conversations in a way that closely resembles organic human interaction.
There are three specific types of chatbots:
- Rule-Based Bots
- Intellectually-Independent Bots
- AI-Powered Bots
Rule-Based Bots
Rule-based chatbots are the simplest form of this technology. Users interact with these bots by accessing pre-determined answers programmed into the application. The relevant answers are selected by choosing a series of prompts that lead to the answer that the user is looking for. The rules and answers are pre-defined, and the multiple-layer process results in a slower journey to customer solutions.
This style of bot is excellent at qualifying prospective leads. The application asks questions of the user, and the user selects the appropriate answer by clicking the correct button. The input is analyzed, and the relevant response is given. However, if there is a situation that is more involved and detailed, the rule-based approach is not the best solution.
Intellectually-Independent Bots
Intellectually-independent chatbots use machine learning (ML), which is a technology that aids in the bot’s process of learning. ML enables applications to actually learn by data gathering, data analysis, and pattern recognition to determine the correct response with little or no human interference.
Intellectually-independent chatbots are programmed to spot specific keywords and phrases that trigger the proper response. Over time, the chatbot’s understanding and accuracy develops. In other words, these applications learn from their customer interactions.
AI-Powered Bots
With artificial intelligence-powered chatbots, the best elements of rule-based and intellectually-independent chatbot technology. Artificial intelligence describes technologies that simulate human intelligence. This facet of computer technology endeavors to help applications and machines process in a manner that is nearly indistinguishable to human thought.
Chatbots powered by AI understand natural language, but also have a pre-determined ensure that the customer’s issue is addressed. These bots remember the customer’s preferences and the context of the interaction. These types of chatbots can effortlessly skip from random topics with a full understanding of the subject matter.
Chatbot Uses
There are a variety of ways that chatbots can be used to enrich the user experience (UX) on your website. More than just supplemental custom service technology, chatbots can assist your site visitors in a variety of ways, while also driving sales. You should find the right chatbot to fit your marketing needs. The following methods show examples of how chatbots can be implemented on your website.
Welcome Bot
The visitor’s first impression of a website is decided within moments of their arrival. The New-user welcome chatbot is used to roll out the red carpet for your new visitors. It is crucial that you let your prospects know that they are appreciated and acknowledged. This type of bot can be used to address any initial questions or concerns the customer might have.
Offer Recommendation Bot
Many online shoppers are uncomfortable shopping online because the eCommerce world is often devoid of the personal experience that comes from shopping in an actual store. Offer recommendation bots help add that personal touch that is required to ease the mind and make the online experience more enjoyable. This type of bot gives suggestions to shoppers based on their demographic and interest.
Price Page Bot
When it comes to sales, the price page is quite possibly the most significant page. Customers are likely to have some questions that need clarification before making their purchase. The bot on this page can be geared towards FAQs that are common among shoppers before completing their purchases.
Customer Care Bot
Customers support is the fundamental reason that chatbots were created. Customer service representatives are often tasked with answering the same questions repeatedly by site visitors. These questions are easily answered by chatbots by being programmed with the proper responses to these FAQs.
Exit Bot
The exit-intent bot is used to stop users from exiting the website before making a purchase. As the user navigates the mouse toward the exit button at the corner of the window, the chatbot comes in to make sure that the customer gets the information they need to complete a sale or educate themselves about what you are offering.
Conclusion
There are a few ways to show that you care about informing your prospects and customers than using live chats. Chatbots give your visitors 24-hour access to the answers they require. You can also use the power of chatbots to present special offers to your visitors. How can you use chatbot technology to build your brand and increase your company’s market share?
