Chatbots have been growing increasingly popular over the past few years. Most companies either on their websites or on the mobile applications offer some form of a chatbot that allows their consumers to communicate with a pre-programmed software that can answer questions. This is convenient for both companies and users for many reasons.
From the point of view of the company, chatbots allows the maintenance of low numbers of people who will need to be in call centers and thus saving cost. Furthermore, it allows the users to input certain preliminary responses that would help the user get to the correct help desk agent if necessary. This saves valuable time for both the consumer and the company.
From the standpoint of the consumer, chatbots are important because you do not have to hold in line anymore. You can easily open up the application or the website and immediately start looking for what you know. With the advancements in natural language processing and machine learning, chatbots are much more helpful and they continue to improve using their algorithms.
However, from a design and effectiveness point of view, companies have to be careful before rolling out this feature. One has to be fairly certain that the chatbot algorithm is able to answer the pressing questions that the customers generally have and that it can process the information fast enough to provide value. This is because that customers who use chatbots do so for convenience and will not be happy if the service is slow and unreliable.
Furthermore, companies have to keep in mind the demographics that they are dealing with. Chatbots are mostly used by the younger generation as they have grown up with smartphones and are comfortable with interacting with screens. This is contrasted with customers who are in earlier generations prefer to talk to a human being. These customers could be handled by automated agents that can process voice and provide answers if necessary.
Another advantage of chatbots is that companies can gain valuable insights into the behavior of each individual consumer. For example, if you are a fashion company and a customer is asking questions regarding a specific type of clothing, you can use this data in future recommendations to suggest customized clothing of that category. Further, from the typing style and choice of words of the consumer, valuable insights regarding preferences can be understood to improve the customer experience as a whole. Therefore, chatbots are an essential component in modern mobile app development.
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