Vodacom Business
vodacom.co.za
12th Jul 18

Opinion

The rise of the Chatbot

12th Jul 18

Drew Hook
By Drew Hook113 Followers

Picture a future where calls to customer service are replaced by a quick and cheerful chat on your favourite messaging app. A helpful bot will be on the other end of the conversation, asking what you need, digesting the data and hopefully, solving your problem. As more and more businesses adopt chatbot technology, the more likely this future is. 

So what is a chatbot?

A chatbot is a conversational computer program that automates certain tasks through text or voice commands, typically by chatting with a user through a conversational interface.

A bot's primary function is to streamline interactions between people and services, eliminating expensive interactions with traditional customer representatives while providing content, facilitating a purchase or simply connecting with consumers. Powered by artificial intelligence (AI), a chatbot is able to understand complex requests, personalise responses and improve interactions over time.

For any business, linking a bot to your CRM (customer relationship management) system brings it to life. Past conversations can be saved, and the bot will remember where you left off, ready to pick up and continue the conversation from the get-go.

As click-through rates increase (and email efficiency decreases) chatbots offer businesses the opportunity to engage one-on-one, 24 hours a day with their customer base. A single employee could handle an entire service department.

...

Suggested Posts

Now! Newsletter

Join the community and keep up to date with the latest trends

Wing gets FAA approval in step toward drone delivery
stories

Wing gets FAA approval in step toward drone delivery

Vodacom | 23rd May 19

View more
A subsidiary of Google's parent company has become the first drone-delivery company to receive a critical Federal Aviation Administration certification.
Vodacom
Vodacom 1502 Followers
Should AI be used to catch shoplifters?
stories

Should AI be used to catch shoplifters?

Vodacom | 16th May 19

View more
New artificial intelligence software is being used in Japan to monitor the body language of shoppers and look for signs that they are planning to shoplift.
Vodacom
Vodacom 1502 Followers
Slack: Revolutionise how your team collaborates
stories

Slack: Revolutionise how your team collaborates

James Francis | 15th May 19

View more
Living in a world with many communication channels means there are more ways for information to get lost. This is why everyone should take a look at Slack.
James Francis
James Francis66 Followers
Vodacom 2019. All rights reserved