Communication speed is increasing day by day. Brands are trying new methods to serve consumers faster. Customers are looking for answers to their problems more effectively and quickly. Chatbots which can contact with users 24/7 has quickly become an effective way to answer these demands.There is a growing interest from brands to implement better bots to understand customer needs and assist them as soon as possible.
The rising popularity of OpenAi’s ChatGPT attracted many users that did not know about the bots. AI’s increasing success in answering questions amazed people.
We can briefly call chatbot a dialog-based communication method using artificial intelligence on the internet. It is frequently used in banking, air transport, courier, health and e-commerce sectors, can quickly respond to customers’ questions and problems with the dialogue method. You can get more detailed information about chatbot performances in different sectors here.
What is a Chatbot?
“Dear Guest, your flight time is approaching. You can quickly check-in from the link below. We wish you a good flight.”
“Dear Customer, we are very sorry for the problem you are experiencing. Your complaint has been conveyed to the relevant departments and we will provide a solution as soon as possible. We wish you a good day.”
We have all come across such messages. These types of messages, which we see as Whatsapp, webchat, and SMS, generally work based on the Chatbot system.
Chatbot system is a kind of robot software that works based on artificial intelligence technology. Users can communicate in electronic environment by correspondence as if there is a person in front of them. Customers or prospects use the chatbot system to get information about any product, service or transaction, ask questions or seek solutions.
Hundreds of transactions, such as ordering food, getting information about bank account movements, buying movie tickets, making flight check-in, and making hotel reservations, can be done through chatbot.
How Does the Chatbot Work?
The chatbot system has two response methods, reactive and proactive. In the reactive system, when the user asks a question, artificial intelligence intervenes and answers. In the reactive method, the system is not activated until the user asks a question or asks for a solution.
In the proactive method, automatic replies are sent for information and warning purposes. Especially in the banking and e-commerce sector, proactive method is used. When there is an unexpected movement in the bank account or there is a decrease in the price of the product under review, an information message is automatically sent to the user. If the user replies to the message, the robot proactive system starts dialogue.
What are the Advantages of Using Chatbots?
Research shows that it has become a necessity for all large companies to switch to the chatbot system. The chatbot system, which uses artificial intelligence, works like a customer representative and responds to customers quickly. Companies that save time and transfer the most accurate information to their customers are found more reliable by consumers. We can list the important advantages of the chatbot system for companies as follows:
- It helps to reduce operational costs and increase efficiency in solving simple problems. Chatbot stands out as a more economical solution than call center service.
- It can provide customer satisfaction by instantly responding to customer questions and solutions to simple problems. The customer, who uses the system, is satisfied because his questions are answered very quickly. As a natural result of this situation, the continuity of the customers is ensured.
- Companies with good customer data contribute to their income by offering customer-specific products and services instantly.
Types of Chatbots
Chatbot development processes are being done faster day by day by technology companies. Chatbot types can be divided into three groups when they are classified by evaluating their interaction technology and integration capabilities. If we diversify the chatbot system according to the technology used, we can divide it into 3 groups. Let’s examine them now.
Successfully used chatbot systems
1- Menu-Word Based Chatbot System:
It is a system of finding answers to questions using the buttons in the menu that does not have artificial intelligence technology. The system works by recognizing the words in the written question and matching them with the answers. Can answer simple questions.
2- Expression Based Chatbot System:
They work according to machine learning technology. This type of chatbot system recognizes and interprets the text written by the user. And it gives the correct answer.
3- Dialogue Based Chatbot System:
It is a chatbot system equipped with artificial intelligence technology. They work according to the deep learning system. It follows the process of the dialogue as well as makes sense of the text written by the user and gives the most correct answer to each question. Based on the previous example, “Is the Whatsapp chatbot system paid?” It also makes sense of other user questions following the question and gives the correct answer.
As chatbot usage increased, chatbot marketing started to gain importance. Chatbot companies are competing to develop the best chatbot system. These companies continue to create the most accurate chatbot software by making intensive studies on the chatbot production system. They also provide after-sales chatbot support services. Chatbot is a software produced in Asian countries such as Turkey and many other countries.
What Are Chatbots Used For?
Companies think that they offer their products and services in the best possible way. However, the habits and expectations of each user may be different. Even the expectation and demand of the same user may change over time. In this case, the user’s perspective on the brand will naturally change.
Companies have to make arrangements in their systems according to customer demands and product expectations. It is precisely at this stage that the importance of company-customer communication emerges. Evaluating the demands, problems or questions of the customers in the fastest way and finding solutions reveals the difference with the competitors. Companies that provide direct and fast solutions to customer problems both ensure the continuity of their customers and have a more corporate appearance.
In summary, many large companies use chatbot systems to solve customer problems and strengthen the product information system. With this method, trustworthy companies also increase their profitability as their sales and thus their operational expenses decrease.
Different Chatbot Usage Forms
Companies prefer different chatbot systems according to the area they operate in and customer types. Finance companies are among the sectors in which the chatbot system is used the most. It is observed that there is an intensive use in banking transactions. Chatbot systems, which we frequently encounter on e-commerce sites, offer transaction services such as sales, returns and product information to their customers. Chatbot use is very common in the aviation industry in ticket sales, refund and check-in processes.
Chatbot systems preferred by tourism agencies provide significant convenience to customers and companies. Cargo transportation companies also use chatbots. Chatbot usage is also frequently encountered in telecommunication companies.
Companies use different chatbot systems according to the types of customers or the types of products they offer. For some companies, the ‘menu-word-based chatbot system’ with the simplest software is sufficient. However, some companies have to use the ‘expression-based chatbot system’. These two systems, which are insufficient especially in the financial sector, are not preferred in the banking sector. ‘Dialogue-based chatbot systems’ is the preferred system of the financial sector.
You can contact us immediately about creating a chatbot, which has become an important instrument of marketing.