The use of artificial intelligence is becoming more and more practical. The more inventions evolve in this direction, the more companies optimize their service. Among the many AI-related technologies, chatbots are one of them. What is a chatbot ? For which purposes should a chatbot be used in a company? What are the advantages and risks of using a chatbot in business? Answers in this article.
Definition and programming of a chatbot
First of all, a chatbot is a computer tool that can converse with a human being. This, in a coherent and natural language. Still called virtual assistant, the chatbot is designed to respond to different concerns. It responds more precisely to the requests and various suggestions of the user. To meet the needs of its users, the virtual assistant or chatbot simulates a human conversation.
In addition, for its proper functioning, it is necessary to pay close attention to its programming. The programming of the chatbot is mainly based on the problems of the customer. Better still, it is based on the possible problems of the users. Depending on the issues, a series of clear and concise questions should be drafted. After the questions, it is important to think about the proposed answer. When programming, the chatbot should also be given a personality. It will then be able to converse naturally with users. For more practicality, thinking about the technical development of the virtual assistant is important. The more developed the chatbot is, the more practical and efficient it is.
For which use should a chatbot be adopted in a company ?
In companies, the use of a virtual assistant is highly recommended. It is very practical and advantageous. To talk with customers, it is a very practical tool. It can advise customers according to their needs. It can inform customers about the different services you provide in your company. The chatbot can be used for reservations, purchases, advice or after-sales service. Note that there are different types of chatbots. Each one is specialized in specific areas.
There are chatbots that mainly deal with the advisory service. They advise customers on their choices. They help them to make the right choices according to their needs and taste. You are probably wondering how this is possible. Well, it’s simple. The chatbot asks its user a series of questions. The answers give it an idea of the user’s preferences. It then uses the answers to make interesting proposals to the customers.
Other uses of chatbots in companies
In companies, chatbots are not only used for customer service. It can also be used for more interesting purposes. One of them is the internal use of your company. Adopting chatbots for internal company uses has enormous advantages. Foremost, you save time in the performance of your duties. You focus on the essentials. And thus, you provide quality services to your customers.
As an example, the chatbot can take care of resource management in a company. It can take care of the simpler tasks. It can help the worker draft a letter, search for information, structure a complicated answer… In addition to intervening in resource management, the chatbot can help HRs in their function. It can indeed answer most of the concerns addressed to HR. Note that this is not a replacement tool, but a support tool. As previously mentioned, it allows employees to focus on the essentials. To save more time at work.
Benefits of using the chatbot
There are many positive points associated with the use of chatbots in business. As a customizable tool, the virtual assistant serves both customers and service employees. As a primary advantage, the chatbot is accessible at all times. It is at the company’s service 24 hours a day. This means that customers can raise their concerns at any time and expect an immediate response. In addition to being available every hour of the day, the chatbot is accessible every day of the week. Even when it is on holiday, it can respond to customers.
A secondary benefit is the fast processing of customer requests. Questions are received and processed in record time. This is a great advantage for the company, because with the chatbot, services are fast and very reactive. The use of the chatbot also makes the simplest tasks automatic. This allows active employees to manage more important tasks, but also to save time in the exercise of the company’s activities.
Disadvantages of using chatbots in business
Just as chatbots are beneficial for business, they show shortcomings on some levels. Depending on the type of service your company deploys, the chatbot’s shortcomings can prove to be problematic. The chatbot is indeed a tool devoid of feelings. It shows no real emotion in its conversations. Although it is practical, it is not able to replace the human in its functions.
Man is endowed with intelligence and real know-how. This allows him to handle certain situations efficiently. With the chatbot, this is not the case. It sometimes fails to find answers to certain concerns. This clearly shows its shortcomings. Also, the chatbot is a tool that cannot be used in all sectors of activity. Sometimes it is not adapted to this or that service. This is also a shortcoming to be highlighted.
Finally, there is a risk of errors and bugs with the use of chatbots. A misunderstood question will inevitably generate an incorrect answer. A spelling mistake can create confusion in the chatbot. It may have difficulty understanding your concern. This can also be seen as one of the chatbot’s weak points.
The most important things to remember about using a chatbot in business
As you can see, chatbots are a kind of very practical virtual assistant. It is a form of artificial intelligence that is used extensively in the IT field. For customer service management and basic tasks, it is the most suitable tool. It saves time and is available 24/7. However, it cannot fully replace the human being in the performance of his duties. To date, it has very notable shortcomings. This is despite the fact that improvements continue to be made to its technical system.
It is therefore noted that chatbots are undeniably useful with perfect nuances. It is therefore advisable to make use of them in all simplicity. Better still, you can use them for basic business tasks. This way, you will benefit more from its advantages than from its disadvantages.
