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Chatbots now taking over frequently asked questions to improve engagement

Accommodating the curious customer is part of the pre-sales process. Now FAQ’s are taken over by Chatbots too

As more consumers and businesses trust chatbots and AI, we see CTO’s expand the scope of where they deploy chatbots. As an industry, we as chatbot operators had to earn this increase in scope by first proving that our processes are on par, or even better, than the conventional alternatives, many of the reasoning which was discussed here in an interview.

 

The reason chatbots are taking over the FAQ sections of more businesses today:

 

With millions of products and services available there is naturally an endless list of questions which has to be answered in order to satisfy the curiosity of the consumer. You cannot expect someone to purchase a product or a service if they do not have adequate information in order to make a well-informed decision. However, making use of hundreds of human agents to sell a very popular product or service can be very costly. It is also a tedious and boring task to deal with the same old questions over and over again. This is why chatbots are increasingly used to deal with those frequently asked questions which can be so bothersome to potential customers. FAQ pages are something which has been included in webpages right from the start. They are extremely important in order to provide the consumer with all of the information which they may need to fully understand a product or service. Lately, a more efficient solution has been discovered. AI chatbots are the perfect solution if you want to increase consumer satisfaction and experience. They can be especially helpful when your business is making use of messaging tools which is integrated into your social media page. This can result in a chatbot which is enhancing consumer interactions. A further advantage is a fact that FAQ chatbots do not require an excessive amount of coding or computer knowledge. Only a couple of basic tools is required.

Why are FAQ chatbots needed?

 

A perfect example of chatbot efficiency is Sgt. Star which was employed by the US Army as a recruitment agent. This highly effective chatbot was able to do the work of 55 human agents. This led to an annual cost saving of $4 million. This should give you an idea of what can be expected. The decision is yours, you can employ human customer care agents or you can make use of a single FAQ chatbot which will be able to handle all of the frequently asked questions which consumers may have. It has already been seen that FAQ chatbots have the ability to help a business to build trust. FAQ chatbots can also help a business to establish themselves as an authority in their particular industry. A properly implemented FAQ chatbot is able to accomplish many tasks such as to guide a consumer to those websites most suitable to their needs. They will also be able to answer a large number of the commonly asked questions which consumers may have. This will result in enhanced consumer experience. Chatbot implementation can save your business a lot of money because you will not have to pay multiple employees to handle all those frequently asked questions.

FAQ chatbot implementation is relatively simple

 

Although these systems are highly effective getting started is not rocket science. It is a relatively simple process to get your FAQ chatbot going. Depending on your particular needs you might have to obtain the services of a developer especially one who is able to use Python or one of the other programming languages. This will be useful when you are starting from scratch with your FAQ chatbot. However, there are also other methods which can be followed. You must pay particular attention to the conversational experience. It will be important to carefully consider the flow of the conversation. One has to carefully think about the possible questions and also how they can be best answered to the satisfaction of the consumer. This is why it’s important to carefully consider the contexts of the questions and how it will be necessary to proceed in order to help your FAQ chatbot to understand all of the different words which might be used by the consumer. Some basic questions which the consumer may ask are how do I use it? Your FAQ chatbot will have to understand what those words mean.

Making effective use of existing data

 

You simply cannot depend on developers alone in your quest to help your FAQ chatbot to get to the place where it will be able to interact with the consumer. This is why it will be necessary to make full use of previous conversations between the consumer and the business. That information will then have to be programmed into your FAQ chatbot. It is also possible to make use of conversational designers who might have had previous experience with FAQ chatbot design and everything it entails. Everything possible has to be done in order to ensure a satisfactory consumer experience.

Chatbots broke record trends and the industry report and statistics are very upbeat. Let me know what else you’d love to see in the news about Chatbots! https://www.avibenezra.com

 

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Avi Ben Ezra

Avi Ben Ezra is the Chief Technology Officer (CTO) and Cofounder of SnatchBot and SnatchApp (Snatch Group Limited). He leads the Group’s long-term technology vision and is responsible for running all facets of the tech business which includes being the architect of the platforms and UI interfaces. Avi has proven tech track record and 15+ years of demonstrated career success developing tech initiatives of organizations of varying size and scope. Avi possesses in-depth experience in developing digital market places within Fintech and AI.
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