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In recent years chatbots have gone from being an automatic response assistant and sometimes not very efficient, to a fundamental online agent for many companies. Through advanced technological programming they are able to understand, respond and maintain a fluid conversation with users through the network. The Salmon Factor would like to enlighten you on the main advantages of this tool and how Artificial Intelligence helps to offer a quality personalized service.

Chatbots and artificial intelligence 

Implementing technologies such as virtual reality and artificial intelligence in different business processes considerably increase the value of a brand and chatbots are a clear example of this. If we delve a little deeper into the types of virtual assistants according to their functions and complexity, we can say that there are three types:

  • Predefined Chatbots. They provide an answer by detecting certain keywords in the user’s question. They usually respond to simple questions, with a direct answer. 
  • Hybrid Chatbots: After providing an immediate response to those questions that are easy to resolve, they delegate their functions to a physical agent. In this way, they can answer questions that require a more complex or personalized response.
  • Chatbots With Conversational Artificial Intelligence: They are capable of dealing with more advanced conversational situations, increasing the potential of their interactions. They include artificial intelligence tools such as natural language processing (NLP) that enable them to recognize and interpret the questions asked by customers.

Main advantages of chatbots

Although there are different types of chatbots, market demands mean that the most efficient and popular ones are those that include more advanced technologies. The main objective of a chatbot is to provide quality customer service, satisfactory to the user. However, including this trend in a marketing strategy can bring great benefits:

1. Get to Know Your Customers

As with a conventional sales process in which physical agents interact, a chatbot is in charge of gathering useful information. It also does so in a pleasant way, since its repertoire includes phrases that guide a friendly conversation. In this way, the chatbot is able to ask for both contact data, essential to continue with the sales transaction, and other data related to tastes and preferences. The latter help to create a target customer, determine their needs, and establish the most demanded products, among others.

2. Offer a Personalized Experience

The main objective of a chatbot is to offer the customer a quick and effective response to the doubts that arise from their experience with the brand. Being an online tool, chatbots are available 24 hours a day, so they are able to respond to the user at any stage of their search. In addition, they are designed and programmed in such a way that they are capable of answering a high percentage of the questions asked by customers.

3. Increase Sales

The benefits of a chatbot go beyond customer service. Brands can use this tool to promote new products. Throughout a physical sales process, the customer often discovers other related products or services that may meet his needs thanks to the agent. In the case of chatbots, they can be deployed as pop-ups, so that while the user is browsing the web, he can also explore products that the brand decides to promote.

4. Improve Your Company’s Image

A chatbot with conversational Artificial Intelligence provides a greater sense of closeness than conventional ones, because as we mentioned above, its programming allows it to establish a fluid conversation with users. Companies that show an interest in improving the quality of service, bet on innovation and the use of digital tools are more likely to succeed, as they show their clear commitment to their customers.

5. Helps Reduce Costs

Finally, having a chatbot in your business will help you reduce costs. By automating the online customer service process, you will be able to greatly reduce personnel costs. Once the virtual assistant is correctly programmed, it will automatically respond to the questions posed by users. The employee should interact with the customer only in case the customer requests it or in hybrid chatbots.

Automation plays a key role nowadays and having a chatbot in your business can be really useful. If you want to elaborate and develop a marketing and sales strategy that will help you improve your customers’ shopping experience, contact The Salmon Factor team.