Definition:
A chatbot is a computer program that simulates human conversation, or chat, through artificial intelligence. Normally, a chatbot will communicate with a real person, but applications are being developed in which two chat robots can communicate with each other.
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What chatbots are for?
Chatbots are used in applications such as e-commerce customer service, call centers, and Internet gaming. Chatbots used for these purposes are typically limited to conversations regarding a specialized purpose and not for the full range of human communication. Currently there are also voicebots, that is, chatbots that have been equipped with voice for oral communication tasks with customers, usually through telephone calls.
Chatbots in digital marketing
Chatbots have become a very interesting option within digital marketing since it can supply certain activities that a human being would perform. Undoubtedly one of the main advantages is the improvement in the image of our brand, since thanks to chatbots we manage to have a service 24 hours a day to serve the customer so that he does not have the feeling that he is being ignored. In addition, chatbots allow us to collect information from our users in an efficient and friendly way.
Frequently asked questions about Chatbot
What is a chatbot?
A chatbot is a system that holds automated conversations with users through text or voice. It can answer questions, guide processes, collect data, solve incidents or route queries to a person when necessary.
What is a chatbot used for in marketing and customer service?
It is used to answer frequent questions, qualify leads, recommend products, automate responses, accompany the user and reduce operational load. Well designed, it can improve response times and service availability.
What types of chatbot exist?
There are chatbots based on rules, conversational flows, artificial intelligence, natural language processing and integrations with internal systems. Some respond to simple tasks and others manage more open and contextual conversations.
What should a company take care of when implementing a chatbot?
It should take care of objectives, limits, tone, privacy, collected data, testing, updating responses and handoff to human support. A chatbot should solve specific problems, not block the user or replace poorly designed processes.