voice bots Archives - BotCore Enterprise Chatbot Fri, 15 Mar 2024 09:59:19 +0000 en-US hourly 1 https://wordpress.org/?v=6.6.1 https://botcore.ai/wp-content/uploads/2020/02/cropped-favicon-32x32-1-70x70.png voice bots Archives - BotCore 32 32 Conversational Commerce in various Social Channels https://botcore.ai/blog/conversational-commerce-in-social-channels/ Wed, 06 Jul 2022 12:17:59 +0000 https://botcore.ai/?p=10409 Conversational Commerce in various Social Channels We live in an era where artificial intelligence (AI) has taken over every aspect of our being. And customer experience (CX) is not alien to it. As the world embraces new-age customer experiences (CX) with open hands, warranting the delivery of hyper-personalized customer engagement to a more informed, connected, […]

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Conversational Commerce in various Social Channels

We live in an era where artificial intelligence (AI) has taken over every aspect of our being. And customer experience (CX) is not alien to it.

As the world embraces new-age customer experiences (CX) with open hands, warranting the delivery of hyper-personalized customer engagement to a more informed, connected, and empowered customer, organizations are left to deal with several questions and dilemmas.

After all, endless customer conversations are happening online on various social channels — Facebook, Instagram, WhatsApp, Twitter —  it’s challenging to cover every digital touchpoint and use the enormous amount of customer data it generates to fathom “what customers want.”

That’s where conversational commerce comes to the rescue. Powered by AI, conversational commerce solutions like chatbots, voice bots, and other digital assistants have enabled companies to render human-like customer interactions at scale. Conversational commerce apps on various social channels leverage the unending amount of customer data to analyze customer behavior, predict their needs to deliver proactive engagement, and provide more personalized support.

Let’s explore more.

Conversational commerce in various social channels - What can it do for your business?

“Human interaction matters now — 82% of U.S. and 74% of non-U.S. consumers want more of it in the future. Regardless, the technology supporting human interaction must be seamless and unobtrusive across channels,” stated PWC’s latest report, Experience is everything: Here’s how to get it right.

Conversational commerce solutions in the form of Facebook, Instagram, and WhatsApp chatbots are making this a reality. 

Conversational chat commerce, powered by advanced technologies like machine learning, artificial intelligence, and natural language processing, is the latest paradigm in the customer experience world that draws in huge investments from the C-suite leaders. Chat and voice bots available on various social channels are now being used to solve a host of simple and complex customer queries 24X7, understand customer emotions, store information about purchase history, discover patterns in their behavior, and act accordingly to achieve maximum customer satisfaction.

Modern customers live online. They may be awake at two at night, browsing for new products or even reaching out to customer support. And they may do so from their desired social channel, be it Messenger, WhatsApp, or Instagram. Moreover, they may want to switch channels amidst an ongoing support case, i.e., change from WhatsApp to Facebook. Here conversational commerce solutions take charge. Not only do they provide instant, round-the-clock customer support, but e-commerce bots can retain the original context of the conversation to allow seamless switching without the customer being asked to start over.

So, what are the use cases of conversational commerce? How can chat and voice bots present on various social channels delight customers and build value at each stage of the sales funnel?

Let’s find out.

Curating a personalized sales journey through conversational commerce

Below, we present to you the use cases of conversational commerce on various social channels that can help organizations tailor sales journeys and win the life-long loyalty of their customers.

  • Amplify reach to new customer segments by pushing alerts about new products, collecting customer preferences and behavior data, answering initial queries, and delivering personalized recommendations and tips.
  • Acquire customers by curating creative marketing campaigns on the most popular social channels, assisting customers with website navigation, payment, checkout, and product use, and tailoring product suggestions according to purchase history and past behavior.
  • Is this shirt available in a different color? When will I receive my package? Customers can get their queries addressed simply by approaching the brand’s chatbot on the social channel of their liking. In this way, not only customer support becomes more accessible, but brands also get hold of valuable information that can help personalize CX.
  • As and when the customer’s desired product becomes available, e-commerce bots can push notifications and alerts through various social channels and provide a CTA to “Buy Now.” It can also suggest alternative and supplementary products as the case may demand.
  • Collect customer feedback through Instagram and Facebook surveys on a test batch of a new product.
  • Curate loyalty programs and send personalized discount and reward coupons to encourage customers to share product ratings and feedback and develop long-lasting relationships.

Take a look at the type of conversations a bot can have with your customers.

Conversation Bot
Conversation
Conversations A Bot

A sneak peek into a few conversational commerce solutions on various social channels

At Acuvate, we help clients build and deploy bots on various social channels that consistently deliver exceptional CX with minimum friction or hassle with our enterprise bot-building platform called BotCore.

  • BotCore is a Microsoft Preferred Co-Sell-ready solution that leverages Microsoft’s best AI, machine learning (ML), and natural language processing (NLP) technologies.
  • Our conversational commerce solutions are deployable on popular social channels (WhatsApp, Facebook, Instagram, etc.) and support multiple languages, including German, French, Italian, English, etc.

Here are a few examples of how brands are using conversational commerce in various social channels to engage, inform, and support their customers.

1. POND’s SAL chatbot for Facebook Messenger

Chatbot For Facebook Messenger

An FB Messenger bot, also available on webchat in different countries, POND’s SAL can be accessed through Unilever’s flagship store on Shopee. Using technologies like AI and augmented reality (AR),  SAL interacts three-dimensionally with customers to deliver personalized and more immersive shopping experiences.

When a user uploads a selfie,  SAL works on identifying critical skincare concerns across four significant areas, namely, pimples, wrinkles, spots, and uneven skin tone.

The bot also sends relevant skincare articles and beauty tips to keep the users engaged.

Having completed the skin analysis, SAL then recommends suitable products from POND’s according to the customer’s skin condition.

2. pRANA’s chatbot for Facebook Messenger

Prana’s Chatbot For Facebook Messenger

Sustainable clothing company prAna’s chatbot for Facebook Messenger uses a casual, friendly tone to help customers shop online or get the information they need.

The bot helps shoppers navigate through the online store by asking them to choose between options like  “Shop Women’s, “Shop Men’s, or “Shop Best Sellers.” Moreover, the bot’s intuitive conversational AI interface gives the option to type a message or easily navigate to the previous menu.

3. BMW’s “Follow Now” chatbot on WhatsApp

Chatbot On Whatsapp

To combat the massive inflow of service requests when summers and winters are approaching, BMW launched its “Follow Now” chatbot on WhatsApp to help customers book an appointment from the convenience of their home from an app they use every day.

The bot offers real-time updates on the service status of their car and intimates them when their cars are ready for pickup. Moreover, service assistants can intervene and answer certain queries if the bot isn’t able to answer those.

4. Clear’s Cera chatbot for Facebook Messenger

Clear’s Cera Chatbot For Facebook Messenger

Clear is Unilever’s leading anti-dandruff shampoo brand. The company’s chatbot Cera, available for the Indonesian market on Facebook Messenger, acts as your go-to hair care assistant offering personalized hair diagnosis, advice, and product recommendations for dandruff, dry hair, oily hair, etc.

The bot proactively sends relevant articles to the users after analyzing their behavior, preferences, and needs and delivers answers to a range of frequently asked questions related to hair care.

5. Roma by Rochi’s chatbot for Instagram

Chatbot For Instagram

Roma by Rochi is a popular fashion brand in Argentina that revolves around encouraging women to embrace their sense of style.

Though quite popular on Instagram from likes, comments, and story mentions, recently, the brand launched a digital assistant on the social media platform to assist with a “tag and like” giveaway.

Post the deployment of the bot; the brand experienced an astounding 82% increase in reach in one week and a whopping 741% rise in engagement.

The brand also has a Facebook Messenger bot, which they use to answer queries, upsell products, and notify customers when sales begin.

We, at Acuvate, can help clients across industries build engaging conversational commerce experiences in various social channels using our enterprise bot-building platform called BotCore. To know more, please feel free to schedule a personalized consultation with our AI experts.

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]]> Transforming The Retail Experience with Metaverse and Virtual assistants https://botcore.ai/blog/retail-experience-with-metaverse-and-virtual-assistants/ Fri, 10 Jun 2022 13:30:00 +0000 https://botcore.ai/?p=10315 Transforming The Retail Experience with Metaverse and Virtual assistants Metaverse is the next big thing for retail! Everyone is talking about it. And why not? The global pandemic has brought us closer to the digital world like never before, throwing us into the exciting new world of augmented and virtual reality. While metaverse is the […]

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Transforming The Retail Experience with Metaverse and Virtual assistants

Metaverse is the next big thing for retail! Everyone is talking about it. And why not? The global pandemic has brought us closer to the digital world like never before, throwing us into the exciting new world of augmented and virtual reality.

While metaverse is the new buzzword globally, few understand it and its unlimited opportunity to help brands create unique experiences for their customers. So, what is metaverse?

According to Gartner, “Metaverse is a collective virtual open space, created by the convergence of virtually enhanced physical and digital reality. It is physically persistent and provides enhanced immersive experiences.” 

While still in its nascent stages, the concept of metaverse has caught the eye of tech giants, including the likes of Facebook and Microsoft. It’s the next big technology platform, with technology leaders, social networks, online game makers, and most importantly, big fashion brands vying to capture a piece of what experts predict to be an $800 billion market opportunity. 

By 2026, 25% of people will spend at least one hour a day in the Metaverse for shopping, education, social media, work, and entertainment. 

Here’s looking at how popular retail brands are leveraging the metaverse to drive more engaging and immersive experiences for their customers.

Dyson came with its virtual store to allow users to try out its products on a variety of hair types.  After logging into Dyson’s virtual store, customers can use its VR demo to style their hair in the metaverse or look deeply inside the products to understand their technology.

Popular sportswear brand Nike built Nikeland, its own metaverse studio, to turn sport and play into a lifestyle. Nikeland’s surroundings match the buildings and fields inside Nike’s real-life headquarters. 

What’s more, you can dress up your Nikeland digital avatar in classic Nike apparel and staple footwear like the Air Force 1, Nike Blazer, ACG, Nike Tech Pack, and Air Force 1.

Visitors can play games such as dodgeball, the floor is lava, and tag inside the virtual world. Creators can also develop their own mini-games using interactive sports materials.

Since Metaverse is the sum of all virtual worlds, including augmented reality, the internet, and other technologies, it undoubtedly encompasses tons of data generated by artificial intelligence (AI) that needs to be collected, analyzed, and leveraged for accelerated innovation.

In this blog, we’ll talk about online retail, one of the most upcoming and potentially game-changing use cases of AI-enabled virtual assistants in the metaverse of tomorrow.

Personalized Shopping Experiences with Virtual Assistants in Metaverse

The ability to shop in the metaverse is the next big retail trend. And leading retail brands are jumping on this bandwagon. With the integration of conversational AI technologies such as virtual assistants and voice bots, brands are now looking to offer interactive, real-time, and more immersive digital shopping experiences.

Imagine living in New York and trying on that pretty red dress from a Paris-based clothing brand virtually through a 3D fitting room or taking a thrilling test drive to buy your next car in virtual reality. Or try out the latest accessories, the coolest new sunglasses, or the trending makeup products. While it’s your virtual avatar doing that for you, you wouldn’t mind it considering your newfound ability to access global retail brands while sitting in the comfort of your living room.

That’s where the metaverse has the potential to take the world of retail. The integration of AI-powered virtual assistants and conversational AI bots allows brands to track customer activity, purchase behavior, and demographic profiles, learn from prior patterns, and leverage this data to provide more personalized product recommendations and encourage purchase.

Here’s how metaverse is making all this possible.

1. Shop beyond space and time with your virtual AI avatar

To tap into the unlimited potential of the metaverse, many brands are investing millions to make this vision a reality. Or should we say “virtual reality?” Pun intended. The virtual shopping experience involves 3D digital avatars that would help users interact with other 3D digital objects and digital humans in the virtual world. These digital humans are virtual sales assistants, who assist users (or, to put it in better words, their virtual avatars) with online shopping, guide them through the brand’s online store, provide advice, and hand-hold them throughout the sales process.

Customers (i.e., their virtual avatars) can try out products, check out discounts and offers, and pick out items for purchase.

Naturally, these digital humans are voice bots designed to ease the process of searching and buying products and ensure virtual shopping feels natural and frictionless, screaming out convenience for users. 

These virtual assistants have conversational AI capability that helps them understand an intent, carry on human-like conversations with users, and provide truly immersive and engaging human-like experiences in the virtual world.

What’s more, you can customize your virtual/ 3D digital avatars to render them human-like features and make them look like you, be it hair, makeup, or clothing. In fact, some brands solely design clothes to be worn only by avatars in the metaverse.

2. Generate personalized product recommendations in virtual reality

AI-powered virtual assistants can analyze, understand, and learn the users’ preferences and shopping habits and generate unique product recommendations and buying tips based on such data.

Let’s take a quick example. Outfit generator apps will be the next breakthrough in the metaverse, providing unparalleled shopping experiences in the virtual world. Advanced AI technologies will help create virtual wardrobes, wherein users can put their existing clothes and get personalized outfit recommendations, exposing them to completely new and unique shopping experiences.

How Can Acuvate Help?

We are a global player in next-gen digital services and consulting, Acuvate leverages next-gen technologies to build chatbots, voice bots, custom apps, and workflows that increase business efficiencies and support collaboration, information orchestration, and intelligent analysis.

If your company is new to the metaverse, it would be wise to understand the vast opportunities the technology is prospected to offer. We, at Acuvate, can help you take baby steps into the metaverse and help you explore retail experiences and environments from different industries in the virtual world.  

To know more, please feel free to schedule a personalized consultation with our experts.

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]]> Top Voice Bot Use Cases In Different Industries https://botcore.ai/blog/top-voice-bot-use-cases-in-different-industries/ Tue, 24 May 2022 09:15:00 +0000 https://botcore.ai/?p=10272 Top Voice Bot Use Cases In Different Industries A few years back, voice search and voice-based assistants were more a novelty than common parlance. With the advent of more powerful AI, natural language processing (NLP), and speech recognition technologies, AI-based voice search and voice support have come to the forefront in various industrial use cases. […]

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Top Voice Bot Use Cases In Different Industries

A few years back, voice search and voice-based assistants were more a novelty than common parlance. With the advent of more powerful AI, natural language processing (NLP), and speech recognition technologies, AI-based voice search and voice support have come to the forefront in various industrial use cases. Statista research shows a whopping 154% jump in the voice AI market share is expected from 2020 to 2026.

Voice bots and other voice-based assistants have taken conversational AI and traditional IVR to the next level. Powered by advanced AI and NLP technologies, voice bots allow consumers to communicate with the bot in natural speech and have them respond in their own natural voice. They analyze the linguistics and intent behind the user’s request and respond accordingly, be it answering queries, delivering on a request, or pulling essential information for the user.

Convenience is the name of the game when it comes to voice bots. Indeed, customers’ have a natural tendency to prefer voice over chat support, especially in times of a crisis, simply because speaking is faster and more hassle-free than typing. 2022’s voice statistics reveal almost 50% of all searches in 2022 are done speaking.

Moreover, by personalizing voice bots according to a brand’s identity, organizations can elevate employee experience, scale-up employee support, reduce costs, and potentially set the company apart from competitors.

Voice bots play different roles in different industries, be it healthcare, banking, insurance, or eCommerce. Let’s take a closer look.

Integrating Generative Ai With Intelligent Automation

Unique Voice Bot Use Cases for Various Industries

Unique Voice Bot Use Cases For Various Industries

U.S Bank launched an AI-enabled Smart Voice Assistant embedded in its Android and iOS app to allow users to carry out banking requests using conversational language.

Acting as a digital bank teller, the AI voice bot starts listening when a customer taps on the microphone button in the app. It then enables customers to pull up bills and spending history, carry out transfers, and manage credit cards.

Most recently, the bank has debuted a Spanish-speaking version of this voice assistant. Users can use this feature simply by changing the U.S. Bank mobile app language preference to Spanish.

So let’s explore some of the other popular use cases of voice bots in different industries.

Healthcare

Consumers’ interactions with healthcare services have dramatically shifted amidst the rise in demand during the COVID-19 pandemic. Research by voicebot.ai found that just 7.5% of U.S. adults had used a voice assistant for a healthcare need v.s. 21% in 2021.

Voice bots augment the way healthcare is administered today. By handling both various routine tasks, voice bots have paved the way for more efficient telehealth services, some of which include the following

  • Scheduling doctor appointments
  • Pre and post-surgery check-up calls
  • Preliminary health analysis and initial health assessment
  • Symptom triage and diagnosis
  • Accurate and reliable healthcare information
  • First aid and emergency tips
  • Healthy nutrition advice
  • Reminders for appointments and prescription refills
  • Accessible reports and test results

Banking

AI-enabled voice bots have revolutionized the banking sector as well, answering queries quickly and helping customers seamlessly execute routine banking functions, thus taking the burden off the customer support staff.

Voice bots carry out secure, encrypted conversations in natural language, ensuring customers receive the most accurate information and get transactions completed without compromising on security, speed, privacy, or quality.

Voice bots fulfill the following functions within the banking and financial services industry

  • Manage credit cards
  • Pull up past billing and spending history
  • Provide tailored financial tips depending on customer profile
  • Perform critical transactions, such as transfers, blocking a lost card, etc.
  • Assess the risk appetite of customers
  • Recommend suitable financial products for clients
  • Make reminder and follow-up calls for debt collection and loan repayments and gather information about the probable date and mode of payment.

As part of its digital-first organic growth strategy, Kotak Mahindra Bank in India launched Keya, an AI-powered voice bot in the banking sector that augments the phone-banking helpline and traditional IVR.

Customers needn’t go through the complex menu and myriad options offered on the IVR. Instead, they just need to give a single command. Built on advanced AI and speech recognition technologies, Keya understands and verifies the caller’s intent, thus ensuring accurate routing, speedy resolution, and improved customer satisfaction.

Insurance

A few months back, Edelweiss General Insurance (EGI) launched an AI voice bot to enable hassle-free, real-time registration of motor claims 24X7. Available in three languages, the voice bot answers any questions registered by garage representatives and routes complex queries to EGI agents, besides being a claims assistant.

EGI’s voice assistant makes insurance easy, superior, and seamless.

  • Guiding users step-by-step through processes like filing insurance claims, making payments, etc.
  • Automate routine information collection for customers by integrating with the CRM, customer databases, etc.
  • Sending timely reminders for policy renewal and payment of premiums.
  • Update customers on processed payments and activated policies.
  • Collect customer feedback

Retail and Conversational Commerce

Communicating via voice is the most natural and flexible way of human interactions. And eCommerce brands have surely picked this up quickly. Voice bots can analyze purchase history, understand customer preferences and past behavior, and proactively recommend suitable products.

Users can even ask the bot to suggest complementary products, explain product specifications, and help with order management. Assisting with return/exchange, tracking order status, and sending delivery updates and reorder reminders are some of the most common use cases of voice bots in e-commerce.

What’s more, users can offer product feedback or request product support, and the voice bots can seamlessly automate time-consuming queries, ensuring shoppers get quick, personalized, and round-the-cloud service. 

Flipkart, an Indian eCommerce brand acquired by Walmart, has launched a voice assistant on its mobile app that allows customers to order groceries in the language of their choice, English or Hindi. Owing to its ability to comprehend different languages, colloquial terms, and mixed-language commands, Flipkart has made buying groceries as easy as shopping from a local store.

Walmart has developed a voice assistant for employees at more than 5,000 Walmarts in the US. The “Ask Sam” voice assistant answers employees’ queries about locations and prices, sends alerts about emergencies and policy changes, and helps managers broadcast the latest company updates.

Manufacturing

Voice bots for manufacturing play a significant role in streamlining operations at the factory level or on the field, resulting in improved efficiency, reduced man-hours, and enhanced employee experience.

Voice bots connect to the backend manufacturing systems for direct input and quick retrieval of data. Moreover, they can help synchronize operations by easing the communication between different departments and functions.

Additionally, some companies have taken AI-powered voice automation to the next stage by providing a hands-free connection to the plant equipment, making it an IoT-enabled manufacturing plant.

BSH, a leading European home appliances manufacturer, implemented a voice control solution that allowed workers to operate heavy machinery hands-free by speaking into a headset connected to an embedded voice recognition system. The technology supports various languages and accents.

Voice automation helped the company increase production line efficiency, improve ergonomics, and reduce yearly manufacturing costs.

How can Acuvate help?

As the world moves towards voice technologies, it is evident that voice bots are the future of customer service and employee experience in various industries and are set to deliver exceptional engagement and impressive ROI.

Acuvate helps clients in several industries develop voice bots for several use cases with our enterprise-bot building platform called BotCore. Additionally, as a Microsoft Gold Partner, we leverage Microsoft’s low-code platform, Power Virtual Agents, Azure AI services, and powerful machine learning (ML) and NLP technologies to build bots that provide human-like support and positively impact user experience.

To know more, please feel free to schedule a personalized consultation with our experts

You can also learn more about the advantages and essential capabilities of a voice bot here..

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]]> How is Conversational Search transforming the digital shopping experience? https://botcore.ai/blog/conversational-search/ Fri, 02 Apr 2021 09:53:00 +0000 https://botcore.ai/?p=7758 How is Conversational Search transforming the digital shopping experience? Research by Forrester says, “Search is a primary tool for customers throughout their life cycle. More than 90% of the consumers use one of the search channels offered (mostly general Internet searches, but also searches on retailer sites or social platforms) when discovering, exploring, or engaging.” […]

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How is Conversational Search transforming the digital shopping experience?

Research by Forrester says, “Search is a primary tool for customers throughout their life cycle. More than 90% of the consumers use one of the search channels offered (mostly general Internet searches, but also searches on retailer sites or social platforms) when discovering, exploring, or engaging.”

However, there hasn’t been a significant transformation in the way we search for products online. The process involves entering keywords, checking-unchecking filters, navigating through hundreds of search results, and going through technical product descriptions, and is undoubtedly tedious. Simply put, traditional search lacks personalization and takes the joy out of shopping.

If your organization is planning to reinvent the digital shopping experience for consumers, increase conversion and brand loyalty, you may want to consider adopting Conversational Search.

Let’s explore further.

What is Conversational Search?

Conversational search leverages AI to understand the customer’s needs and provide product suggestions accordingly.

Through chatbots, voice bots, or retail web portals, the customers are asked a series of questions that help narrow the search results to fewer product options. On the flip side, brands get valuable insights into customer preferences and product performance across channels and geographies.

Thus, conversational search overcomes the limitations and challenges of traditional product search, which are as follows – 

  • An overabundance of choice – The overload of product choice is certainly overwhelming. Think about the last time you searched for “concealer for freckles,” and the website presented hundreds of results. You then had to filter the product range by gender, skin type, price, and much more to get another long list of options to choose from and buy. Felt like abandoning the cart, right?
  • Technical product descriptions – Often, product descriptions are filled with jargon that consumers might not understand, and hence they fail to conclude if the product is the right fit for their requirements.

And, of course, the fear of losing out on a better product hinders the consumer’s decision-making capacity.

Conversational search engages customers in more interactive, intuitive, and personalized shopping experiences and helps convert “searchers to buyers.”

Conversational search and chatbots

AI-driven chatbots facilitate conversational search by understanding context and intelligently guiding the customers to the right products via text-based dialogue.

In this way, they shorten the sales cycle. Moreover, their machine learning abilities enable them to comprehend customer needs better, send suitable recommendations, and upsell complementary products.

Take the example of eBay.

Ebay Shopbot

eBay ShopBot for Facebook Messenger is a personalized shopping assistant that makes shopping with eBay a breeze.

The bot asks questions to understand the shopper’s intent, sends product recommendations, and helps customers find the best deals amongst the 1 billion listings on eBay.

ShopBot is especially useful for customers looking for specific products, which they may not easily find through a traditional keyword search.

Conversational search and voice bots

Voice bots, like Alexa, Cortona, Google Home, and Siri, are intelligent voice assistants that can be accessed through speakers, smartphones, and other devices.

The bot can understand the intent when the user utters a command and locate the desired products or services. Therefore, voice bots provide a hands-free, hassle-free, and comfortable search and shopping experience to customers.

Coming back to eBay’s example. Since the chatbot is built for Google Assistant, shoppers can use it through their phone or speaker to buy products at the lowest prices by saying, “Ok Google, let me talk with eBay.”

Conversational search and retail portals

To help customers sail through the myriad of products online to find the right one, many retail websites provide personalized conversational search experiences.

Let’s take a look.

1. KitchenAid

KitchenAid has built conversational search solutions across eight product categories, which guide customers to the products that best suit their needs.

The solution asks need-based questions, post which it suggests mixer grinders. Shoppers can customize their mixers according to their requirements. Additionally, KitchenAid can upsell additional products by recommending add-ons and also gain insight into customer preferences and behavior.

2. 3M

3M leverages conversational search across 5 product categories and 3 languages to help customers buy personal protective equipment based on usage and risk management.

For instance, 3M’s safety eyewear advisor asks users whether they need eye protection for “general use,” “flying solid particles, ”chemical hazards,” or “welding/blue light/improved contrast.”

Conversational search also helps 3M gather valuable insights into buyer personas.

How can Acuvate help?

At Acuvate, we help clients deliver conversational search experiences through AI-powered chatbots built with our enterprise bot-building platform called BotCore.

BotCore is a low-code platform, hence chatbots can be built within a few weeks, across different channels with channel-specific API. Our bots support multiple languages to help you reach a global consumer base.

Let’s take a quick look at an example. Shopping for skincare products is a complex process. Hence, Acuvate built SAL, POND’s Facebook Messenger bot that was launched across nine countries.

SAL customizes product recommendations across four major skincare areas – spots, pimples, wrinkles, and uneven skin tone. Customers need to upload a selfie and fill in a quick survey. Post which, SAL delivers a personalized skin diagnosis and suggests products based on the customer’s skin type and needs.

Over time, SAL has generated 98% positive customer reviews and 15 times higher purchase intent among customers.

To know more about BotCore, please feel free to schedule a personalized consultation with our chatbot experts.

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]]> A Comprehensive Guide To Understanding Chatbots https://botcore.ai/blog/chatbots/ Sat, 25 Jul 2020 10:53:51 +0000 https://botcore.ai/?p=6062 A Comprehensive Guide To Understanding Chatbots What is a chatbot The past and the present of chatbots What are chatbots capable of doing? Important chatbot features you should be aware of Use cases and benefits &nbsp &nbsp &nbsp &nbsp Functions &nbsp &nbsp &nbsp &nbsp Industries Key implementation considerations The future of chatbots Chapter 1: What […]

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A Comprehensive Guide To Understanding Chatbots

  • What is a chatbot
  • The past and the present of chatbots
  • What are chatbots capable of doing?
  • Important chatbot features you should be aware of
  • Use cases and benefits
  •         Functions
  •         Industries
  • Key implementation considerations
  • The future of chatbots

Chapter 1: What Is A Chatbot

A chatbot is a computer program which can converse via textual or auditory methods. Often regarded as the “darling of the media”, chatbots (or bots) are currently one of the most popular AI technologies. There are also rule-based bots which don’t have AI incorporated in them. However, their relevance is fast decreasing in today’s disruptive world.

Chatbots are the “apps” of voice and messaging platforms that define how users and customers converse with your digital business services and data

Usually built with a Chatbot Platform or Frameworks, bots are deployed on messaging apps or virtual assistants to converse with end-users.

The advancements in Artificial Intelligence and its related components like Machine Learning and Natural Language Processing (NLP) led to the creation of highly intelligent bots with smarter responses in a natural language tone.

Chapter 2: The Past And The Present Of Chatbots

The History Of Bots: Where And How It All Began

In order to understand chatbots, we first need to delve into Artificial Intelligence and how it gave rise to the intelligent Chatbots of today. It all began with Alan Turing asking a simple question in an article titled ‘Computer Machinery and Intelligence’ in 1950. In this article, Turing theorized on whether or not computer systems could think. He also outlined the Turing Test, a method to measure whether one was speaking to a human or to a computer programme. We can note this as being one of the first theories on the capability of AI technology.

Years later in 1965, Joseph Weizenbaum created ELIZA at MIT’s AI laboratory. ELIZA was capable of simulating human conversation by matching user prompts with scripted responses. This innovation paved the way for PARRY, an AI chatbot developed in 1972 by Kenneth Colby. PARRY could simulate the thinking patterns of a person. When psychiatrists were made to interact with PARRY, only 48 percent were able to identify the difference between PARRY and a real person. Ever since then we have seen many variations of AI-powered chatbots which have only gotten more and more sophisticated over time.

The Present Scenario

With the advancements in AI, bots have become more intelligent are able to conduct meaningful and personalized conversations. Now, bots could adapt and learn based on the interactions they had with people. They could now process tons of data, rapidly retrieve information, process information, and give the right output/answer in no time. There are two primary entities of AI that power a chatbot – Machine Learning and Natural Language Processing.

Machine learning is an application of AI, and a scientific study of algorithms and statistical models that provides computer systems the ability to learn and perform a specific task without explicitly trained to do so. With machine learning, systems rely on patterns and inference to learn automatically. With the help of machine learning, chatbots can use historic interactions and the built-in instructions during training, to continuously learn and better themselves.

Natural Language Processing (NLP) is a component of AI, and is the ability of a computer program to understand human or natural language, as it is spoken/written. NLP helps a bot understand the semantics of the language being used and logically respond using natural language, consistent with the user’s query.

Organizations today are using chatbots for a variety of use cases and the usage varies from industry to industry and function to function. And the benefits chatbots offer are plenty including enhancing customer experience, improving employee productivity, automating mundane tasks, reducing costs and simplifying business workflows.

Enterprises are now leveraging chatbot builder platforms to effectively build, deploy, manage and train AI chatbots.

Learn More: Chatbots: The Past, Present, And Future

Chapter 3: What Are Chatbots Capable Of Doing?

Unlike a typical application’s or website’s traditional Graphic User Interface (GUI), the Conversational User Interface (CUI) of a chatbot simplifies business workflows, tasks and much more. Before understanding how chatbots drive value, it’s imperative to understand what chatbots can do.

1. Fetching Information

Chatbots provide users with an easy way to access data or generate reports and facilitate better decision making for both your customers and employees.

  • Decision makers can easily obtain granular business insights and key metrics right within the actively used messaging app. This eliminates the need for them to log into applications or scan through multiple dashboards or filter data to access the information they require. Instead, relevant information is made available to them right at their fingertips, saving time and greatly increasing efficiency.
  • Enabling users with chatbots allows them to easily request for information they require through voice commands and basic keystrokes.
  • Chatbots can easily answer questions via text or any multimedia format, including but not limited to images, graphs, pie charts and so on.

Examples:

  1. Employee to a business intelligence chatbot: “What is the marketing ROI for 2016 and 2017?”
  2. Customer to a banking chatbot: “Send my account mini statement”

2. Send Personalized Alerts

Just like a mobile app, chatbots have the capability to deliver personalized notifications and alerts to customers and employees directly from your enterprise systems. This serves to ensure that your business users are kept updated about various changes and news in the organization. and also engage to get more details by asking questions in natural language.

Here are a few examples of how notifications and alerts can help across a variety of organizations and departments:

  1. An intranet chatbot can send notifications to relevant employees when there is a new document added to the intranet knowledge base.
  2. A sales chatbot can keep users notified about changes in important metrics, including but not limited to MSL, leads, OTIF, payment terms and so on. These alerts can also be customized based on the location of the sales personnel and the specific customer they are about to meet, so they have access to the most relevant information required to make a sale. Chatbots can notify users about a dip in revenue from specific regions or brands etc. As a result, the sales personnel will be able to immediately dive into why it’s happening and take appropriate measures to fix.
  3. A banking chatbot can send alerts to customers reminding them to make payments or to advise them that they have exceeded the credit limit, so they do not attract unforeseen fees.
  4. An e-commerce chatbot can send alerts on incomplete orders. If a customer has items that have been left in the cart, he is reminded to complete the transaction to secure the items he wanted to purchase.
  5. Chatbots can alert users about upcoming ERP downtimes.

3. Perform Tasks

There are a variety of repetitive tasks that have to be performed across organizations for a variety of reasons. These routine tasks can be time-consuming and hamper productivity. A chatbot can easily be introduced to address these tasks and complete them without glitches.

These tasks can involve collecting, modifying, posting information in systems or making form-based data entries that employees and customers need to perform repetitively.

Chatbots also eliminate the need to switch across multiple applications, go through various mundane procedures or depend on personnel to get tasks done. Users can get all their simple, yet repetitive tasks are done, simply by “conversing” with the chatbot via their actively used organization wide messaging app.

Examples:

  1. Employee to a helpdesk chatbot: “There is an issue with my laptop. Generate an IT helpdesk ticket”
  2. Customer to a banking chatbot: “I want to make my credit-card payment”

4. Answering Questions

Most websites are equipped with chatbots that proactively ask visitors questions that enable them to provide a personalized experience and help the user reach exactly the information or page they are looking for.

This same functionality also applies within businesses – from the most simple FAQs to more complex questions, chatbots can be designed to address a wide range of queries from employees across the organization.

Machine Learning (ML) and Natural Language Processing (NLP) enable bots to understand the query and the intent and therefore, provide highly accurate answers.

Well-designed chatbots can also quickly adapt to the office jargon, offering users the most relevant and informed answers to their queries.

Examples:

  1. Employee to IT helpdesk bot: “How do I reset my password?”
  2. Customer: “Can you tell me more about that product?”

Chapter 4: Popular Chatbot Features You Should Be Aware Of

A) Knowledge Base

The knowledge base of the bot is central to its functioning. It supports the following functions:

  • Creating Guided Conversations: Bot interactions ought to be streamlined so that the outcomes are pre-defined.
  • Handling Q&A Scenarios: Equips bots to answer all possible queries.
  • Entity Fulfilment & Actions: This enables a bot to give relevant responses to capture all required entities to perform an action.

b) Broadcasting

When we say there can’t be a bot platform without broadcasting, we mean it. Through broadcasting, the admin of a chatbot can easily send a notification to all the users regarding any important event. This feature of a chatbot platform has gained significance during noteworthy events such as the People’s Choice Awards, World Surf League etc., in which users were kept informed and updated about future events.

c) Effective conversation system

Based on the particular need and situation, the bot should have the ability to initiate a tailored conversation with the user.

An efficient bot would have features such as

  • Trigger service – Service that an integrating application can use to send a trigger
  • Message queuing – Trigger messages are queued for large scale message volume
  • User & channel data store – Triggers can be sent to users on one or more channels that they are connected to with the bot.
  • Human hand off: The bot should transfer the conversation to a human when the conversation becomes too complex for the bot to handle or upon users’ request.

d) Vocabulary

If the bot gives a standard response with limited phrases, the user may be discouraged from continuing the conversation. An efficient chatbot should have a high range of variable vocabulary and understand familiar user phrases. Chatbots should also be ingested with business/domain specific vocabulary  for seamless adoption

e) Sentiment Analysis

Sentiment analysis empowers chatbots with the ability to understand the emotions and mood of the user by analyzing their text or voice input. This helps chatbots to drive the conversation wisely and deliver appropriate responses.

f) Administration

Bots need to be monitored and regulated.  They need to be equipped with:

  • Training Module: For learning and understanding new concepts.
  • Maintenance Mode: The results of new learning and actions can be tested here.
  • Logs: This module helps record bot errors.

Learn More: Take Your Chatbots To The Next Level With New Capabilities

Chapter 5: Use Cases And Benefits

Functions

1. Human Resources

Chatbots can be used at different stages of an employee’s life cycle – right from recruitment and onboarding to engaging the employee and fostering retention, in order to optimize the whole process.

- Recruitment

Given the large volume of applications that Human Resources teams tend to receive, keeping all candidates updated in a timely manner is a burdensome task. In all practicality, most HR personnel barely have the time and bandwidth to update rejected applicants especially when they are occupied with sourcing the right ones. Due to this, a majority of the candidates never hear back from their prospective recruiters, lowering the quality of the applicant’s experience.

This creates an opportunity for chatbots to manage and accomplish such repetitive, and time-heavy tasks.

Use Cases

Recruitment chatbots can perform the following functions in the recruitment process:

  • Parsing the resumes uploaded onto the recruitment portals
  • Filtering applicants for the screening process by making significant inquiries
  • Delivering updates about the status of an application
  • Responding to FAQs, thereby saving the recruiter’s time and efforts for other tasks
  • Additionally, a chatbot can also conduct and record feedback surveys from the candidate about their recruitment process and gain insights on any areas of improvement.

While these are some of the more specific tasks a chatbot can perform with regards to the recruitment processes, use of recruitment chatbots can also lead to several benefits for the company. The most crucial one being significantly lower costs and time involved in hiring, since a large part of the process will be automated and will lead to higher productivity and efficiency.

Benefits

Deploying AI-powered chatbots can help in reducing the workload of recruiters. Given the complex current hiring scenarios where simultaneous engagement with several candidates is required, automated chatbots ensure seamless candidate experience. With the help of chatbots, you can:

  • Reduce cost-per-hire
  • Increase recruitment team productivity
  • Eliminate paperwork
  • Enhance candidate experience
  • Reduce recruitment time by qualifying and disqualifying candidates swiftly at scale
  • Automate the manual and administrative recruitment work
  • Keep candidates engaged throughout the process
  • Reduce missed opportunities
  • Improve employer brand

In a recent survey by Allegis it was noted that:

  • 58% of candidates were comfortable interacting with AI and recruitment chatbots in the early stages of the application process.
  • About 66% of candidates were comfortable with AI and chatbots taking care of interview scheduling and peripheral activity.

- Onboarding

Since on-boarding involves performing several smaller activities in a shorter span, automating the same using chatbots can help streamline the whole process. Some of the crucial chatbot use cases during onboarding can be –

  • Helping HR personnel during initial tasks such as collecting and recording KYC, tax forms, signed legal documents etc. Chatbots can effectively streamline and speed this process by tracking the same for employees and reminding them to submit the required documents on time.
  • Hand holding new hires through company policies. A large part of initial orientation involves sharing standard operating procedures and company policies, chatbots can severely reduce the HR workload by handling the process and queries online
  • Apart from orientation, AI powered chatbots can also help relay all relevant information to do with the organization and internal teams. This can reduce dependency on the HR team for sharing troves of information with regards to their teams, roles, key contacts, general organizational landscape, etc.

- Learning and Development

Employee training and development is a key process in the HR lifecycle. It involves providing the employees with specific knowledge and skills to boost their productivity and efficiency.

Chatbots can be used to conduct tests and quizzes to track progress of employees.

Employees often run through the long-cycle of time consuming training sessions and coaching mechanisms. A chatbot that is made available 24×7 allows employees to get trained in an agile mode and round the clock, adding flexibility to their work life. Employees can consume these conversational training modules, in the form of mini-questionnaires and tests.

Training bots also take care of administrative aspects like sending reminders and fixing coach appointments.

By use of chatbots, employees can also track their learning and development goals and remain on par with the company’s goals and objectives.

- Retention and Engagement

Effective employee engagement is perhaps the most dynamic application for a HR bot. By providing a seamless employee digital experience, companies can increase employee retention.

Chatbots offer a solution by providing self-service options to employees. Chatbots enable employees to ask natural language questions such as, “How many holiday days have I got left?”, “What are the company policies on applying for time off?” and other FAQs to the chatbot. This helps them get all the information they need right at their fingertips, without having to wait for the HR team to get back on their queries.

Chatbots act as the first line of HR support for your employees and thereby increase your team productivity. This also reduces your cost-per-contact significantly since the bot takes care of all the repetitive, basic and simple issues.

- Off-boarding / Exit Management

When an employee quits a firm or submits his resignation, there are several HR related formalities that follow.

  • They are first required to confirm the last date of their employment based on their notice period, account for the leaves used that year, get settlements on their pending invoices, get approvals on their pending receipts, etc.
  • Finally on the last working day, the formalities to do with the handover are supposed to be completed, like surrendering of company devices & ID cards, settlement of pending accounts, submission of relevant forms & applications and any information that needs to be relayed to important associates, clients or colleagues.
  • There is also the exit interview that takes place, to get feedback from the employees about their experience at the firm. Given the several significant and meticulous tasks involved, the whole process could take days or weeks to finish.

Since these tasks are part of a time and effort consuming yet pre-fixed, routine process, these can easily be taken up by an AI-powered HR bot. An HR bot can streamline the process by creating forms, all collated in one place, additionally, the process flow can be created such that the subsequent step becomes active only when the step before it is completed. This can help put an end to incomplete documentation and human error.

Apart from the formalities, a bot can offer easy query resolution to do with any key aspect such as leave balance, taxes, benefits, duration of notice period, etc. As for the last step – the exit interview, having an HR bot conduct the same can ensure an honest and unbiased outcome.

Not only will the employees be more candid and honest with a virtual chatbot, but the interview responses can be collated and help analyse retention and other HR challenges in the organisation. Therefore, an HR bot can easily undertake the step-by-step process with minimal supervision and help render off-boarding as an effective and smooth-running process.

Learn More: How Chatbots Are Revolutionizing The HR Department

2. IT Helpdesk

Apart from just HR functions, chatbots are capable of resolving first-level IT issues as well. Just like the HR department, the IT helpdesk is often inundated with routine questions. AI chatbots act as the first line of help desk agents by answering all the basic FAQs. As soon as a request is raised, IT chatbots help the user do basic troubleshooting and in most cases fix the issue and thereby reduce the employee downtime.

If the issue isn’t resolved or the user isn’t satisfied with the outcome, bots provide the option to connect with a support agent – thereby leaving the more complex queries to human agents. Employees can stay updated on the progress of their tickets by asking the chatbots natural language questions.

This leads to faster resolution times, improved incident management, improved security, better handling of outages and ensuring that employees are kept informed with steady and timely alerts.

If the issue remains unresolved or the user is not completely satisfied with the outcome, bots offer the option to connect with a support agent – thereby leaving the more complex queries to human associates.

Employees can then stay updated on the progress of their tickets by inquiring with chatbots using natural language questions. This leads to faster resolution times, streamlined incident management, better security, improved handling of issues and ensuring that employees are kept informed with steady and timely outage alerts.

Use Cases
  • Check the status of tickets
  • Answer common troubleshooting questions like VPN or password not working
  • Ask instructions for common IT issues
  • Reset passwords for devices and network
  • Talk to a live agent (human-handoff)
  • Raise tickets
  • Fill form fields via conversation
  • Access the knowledge base
  • Check on the pending case reports
  • Look-up case-related information
  • Receive information on – Incident notifications, New change request notifications, Task notifications, Access request notifications, Asset request notifications and Outage alerts
Benefits
  • Reduced employee downtime
  • Provide self-service to employees
  • 24/7 availability
  • Eliminate calls
  • Reduce cost per ticket
  • Answer FAQ
  • Increase IT staff productivity
  • Address level 1 issues
  • Spread awareness about IT policies & initiatives
  • Modernize incident management
  • Categorize and route incidents better
  • Quicker resolutions
  • Increase employee experience and productivity
Learn More:

3. Sales

Chatbots can integrate with data warehouses and CRM, BI and LOB Systems to perform tasks such as creating new leads, updating lead status, getting visual reports in multimedia formats, updating CRM records etc.

Use Cases
  • Check the lead status
  • Ask pinpointed prospect-related queries
  • Check on the sales KPIs
  • Get pin-pointed answers of any information available in the CRM or BI systems.
  • Fill lead details
  • Send email of the desired dashboard
  • Set and get alerts about dip or rise in any sales KPI.
  • Receive notifications about change in lead’s status
  • Access reports available in the CRM, BI or LOB or DWH systems.
  • Get links to the desired dashboards
Benefits
  • Increase CRM adoption
  • Simplify and automate data entry into CRM systems
  • Update CRM records quickly
  • Access customer/prospect intelligence swiftly during calls/meetings
  • Reduce manual data-entry and administrative tasks for sales reps
  • Increase sales reps productivity
  • Enable data-driven decision-making
  • Increase lead conversion ratio
  • Stay updated with real-time KPIs and lead intelligence

4. Marketing

Chatbots can gather data about potential customers that equips marketers with essential information to design their products and advertising strategies. They can be integrated with various social media channels and used to reach out to customers of various demographics.

Use Cases
  • Lead generation
  • Lead qualification
  • Book sales meetings
  • Schedule demos/consultations
  • Suggest relevant content based on user’s website activity
  • Capture email addresses and other visitor details in a simplified manner
Benefits
  • Personalize website experience
  • Skyrocket visitor to lead conversions
  • Qualify leads effortlessly and generate only high qualified leads for sales teams
  • Engage visitors
  • Gather visitor/lead intelligence
  • More demos/consultations with potential customers
  • Eliminate the filling of long forms in landing pages
  • Grow your email list
  • Close more deals and accelerate revenue

Learn More: 4 Ways Marketing Teams Can Use Chatbots

5. Intranet/Employee Assistant

Employees can use the company’s intranet chatbot to perform simple actions such as checking on internal company updates, accessing documents, applying for leaves etc.

Use Cases
  • Proactively take the announcements and news in the intranet to the employee
  • Get intranet information via natural language questions
  • Get links to desired intranet documents
  • Content authors can update content with a chat interface
  • Get personalized alerts and timely updates
  • Perform tasks like leave requests, travel settlement requests, IT requests etc.
Benefits
  • Drive intranet adoption, collaboration & ROI
  • Personalize the intranet experience. Employees don’t have to swift through unrelated intranet content.
  • Access intranet resources faster
  • Reduce intranet redesign investments
  • Improve employee experience and productivity
  • Faster intranet content updation

Learn More: Chatbots For SharePoint  Intranet

6. Business Intelligence

Chatbots can be integrated with Power BI, SAP Business Objects, Oracle or any other BI tool, as well as CRM and LOB systems or data warehouses, in order to simplify data consumption.

Use Cases
  • Ask queries about business KPIs and get pin-pointed answers from any information available in the BI system
    Ex: What is the top performing product in 2018?
  • Access reports available in the BI or LOB or DWH systems.
  • Get links to the desired dashboards
  • Update records and details
  • Bot can send email of the desired dashboard
  • Get visual reports in multimedia formats
Benefits
  • Simplify the consumption and interaction with data
  • Drive business intelligence adoption and data-driven decision-making
  • Get data on fingertips
  • Ask questions in a natural language tone
  • Set and Get alerts on any dip in KPIs like low stock, revenue, etc.
  • Eliminate multiple logins to BI systems and filtering dashboards
  • Sales and supply chain assistants
  • Help in Increasing topline and reduce inventory

Learn More: Business Intelligence Bots

Industries

1. Banking & Financial Services

Some of the chatbot use cases for banking begin with personalized banking with an aim to improve customer satisfaction and engagement. Banks have enabled their customers to interact with chatbots to clarify banking queries. They can access and ask for account balance, bank statements, transfer funds, create a deposit, saving and investment advice, and so on.

Use Cases in Customer Service

  • Checking the account balance, transaction history, credit limit etc.
  • Help in upsell
  • Finding the nearest ATM or branch
  • Inquiring about different offerings and products
  • Generating a mini statement for the desired time period and the interest rate report
  • Updating contact information
  • Connecting to a live agent (human hand-off)
  • Transferring money from one account to another
  • Suggest money saving ideas
  • Generating bill payment alerts and Individualized financial advices
  • Resetting the card PIN

Business Benefits

  • Personalize banking services
  • Personalize marketing strategies and drive sales
  • 24/7 availability and customer service
  • Get customer feedback and measure customer satisfaction
  • Self-service transactions
  • Handle FAQ, basic and simple queries
  • Improve ESAT and customer loyalty

2. Consumer Goods & Retail

CPG and retail companies are increasingly using chatbots to transform customer experience. Chatbots fix the long product discover journey for a consumer by allowing consumers to access product information and make a purchase on-the-go using mobile devices. They can assist sales personnel by seamlessly integrating with CRM, BI and LOB systems at the background and provide accurate sales data and real-time alerts.

Use Cases in Customer Service

  • Product exploration and discovery
  • Product recommendations
  • Product surveys
  • Check the shipment status
  • Add items to cart
  • Place orders
  • Book appointments
  • Connect to customer support agents
  • Provide product related information, and alerts on a new product launch, and suggestions on discounts or coupons or any other sales offers

Business Benefits

  • Product exploration and discovery
  • Product recommendations
  • Product surveys
  • Check the shipment status
  • Add items to cart
  • Place orders
  • Book appointments
  • Connect to customer support agents
  • Provide product related information, and alerts on a new product launch, and suggestions on discounts or coupons or any other sales offers

3. Insurance

Chatbots in the insurance industry are being used to enhance the customer experience. Top insurance companies including Liberty Mutual Insurance, Lincoln Financial Group and Allstate Business Insurance are using chatbots to handle routine customer questions, address minor insurance related challenges, provide quotes, automate the claim process, and reduce call center costs.

Use Cases in Customer Service

  • Help in filing a claim
  • Answer Scheme and plan related questions
  • Provide recommendations to prevent loss
  • Provide guidance for choosing the right plan
  • Send Insurance documents of the customer
  • Send personalized quotes to users

Business Benefits

  • GDPR compliant conversations
  • Simplify complex jargon for customers
  • Help customers understand the policies or any domain-specific terminology better
  • Streamline claim filing process
  • Simplify regular tasks like payments and updating user info
  • Better marketing through personalized plan recommendations and alerts on new plans
  • Increase customer agent productivity by answering FAQ

Learn More: Chatbots For Insurance Industry

4. Legal

 Legal jargon is a complex language of its own and piles up every day, across multiple document structures. Analyzing these documents and accessing the relevant ones is a time-consuming process for humans. Chatbots reduce the time to analyze with use of artificial intelligence and exponential power to process natural language. With machine learning, chatbots have been trained to be legal advisors for mundane and redundant customer queries.

Use Cases In Customer Service

  • Helping attorneys with finding information quickly
  • Understand legal services and offerings of law firm
  • Queries for better understanding unknown legal jargon
  • Basic legal queries while staying anonymous
  • Book appointments with attorneys at the desired time

Business Benefits

  • Offer a certain amount of free legal advice
  • Drive leads and appointments
  • GDPR complaint conversations
  • Self-service and 24/7 availability
  • Learn complex legal jargon swiftly and effortlessly

Learn More: Legal Industry Bots

5. Education

Chatbots are changing the face of education right from personalizing education, helping people learn new languages, spaced interval learning, student feedback, professor assessment, essay scoring, acquaint students with school culture and for administrative formalities.

Use Cases in Customer Service

  • Handling queries related to the university and courses during registration, assessment related questions, tuition fees, time tables, scholarships, grades etc.
  • Get university policy documents, enrollment certificates, academic information, disability and other personal information
  • Provide course and administration related information
  • Access course documents
  • Handle university registration
  • Send feedback about professors, courses etc.
  • Update contact information
  • Register for courses
  • Fill applications
  • Apply for permissions

Business Benefits

  • Provide a personalized 24/7 self-service student experience
  • The bot act as a single point of contact for all needs of the student – right from registration to farewell
  • Reduce administrative costs
  • Improve the productivity of teachers and administration staff

Learn More: Chatbots for Educational Institutions

Chapter 6: Key Chatbot Implementation Considerations

When implementing chatbots in your organization, here are a few factors to consider to plan your implementation better and achieve maximum business value from your chatbots:

  • Define your goals – Clearly define the purpose of your chatbot and what actions you would want it to handle. Usually, chatbots are used to provide customer service, improve the brand’s online presence, or used to collect BI or process user queries on the intranet.
  • Start small: Start small but quickly. Establish many small milestones. This will help you stay ahead of competition and by having many small milestones you will understand the pulse of the users. Thenceforth, you can start making changes and updates to the chatbot. An enterprise chatbot platform will be helpful for this process.
  • Understand your audience – You must profile the users for whom the chatbot is intended in order to understand their needs, behavior, and expectations. Classifying your audience gives you insight that is essential to keep your chatbot strategy focused. Setup live ops to continuously incorporate behaviour pattern and to make adjustments
  • Outline the user actions – In order to establish a streamlined design, you must outline the key intents, or user actions, that the chatbots will complete as they move through the conversation funnel.
  • Pay attention to Security and Privacy – Ensure that chatbots are compliant with GDPR or any other industry-specific or location-specific regulations and policies. Provide information to users based on their authorization levels and adopt authentication measures such as user identity authentication, intent level authorization, channel authorization, end to end encryption, and intent level privacy, to enhance the security and privacy of your chatbot.
  • Chatbot implementation can become expensive, without proper expertise – Building chatbots without prior experience can make the implementation a mismanaged, disorganized, and costly venture. Choosing from a reputed “off-the-shelf” solution, is a better option.
  • Set the right expectations – Users must be made aware of the capabilities of a chatbot before they are deployed.
  • Infuse NLP and Machine Learning – Infusing NLP and Machine Learning into bots makes them relatable to the user, thus enhancing adoption, and providing an enhanced and personalized user experience.
  • Future-proof your chatbot – Ensure your chatbot can leverage any AI service available today and will scale for future services. This can be achieved by choosing bot platforms with cognitive abstraction that ensures you’re not locked down to any specific AI chatbot vendor or product.
  • Ensure that there is a human hand-off, when required – There should be a human that can take over the conversation in cases where the chatbot cannot drive a query to its conclusion. The hand-off should be as seamless as possible without reducing user experience.
  • Help employees overcome their resistance to chatbots – Employees may fear that AI and chatbots pose a threat to their jobs. Hence, you should make them aware that a bot has the capability to relieve them of their repetitive work and make them more productive.
  • Align the chatbot with your brand identity – A tailor-made bot that matches your brand identity and tone is imperative in enhancing the user experience.

Learn More: 10 Key Chatbot Implementation Considerations You Should Be Aware Of

Chapter 7: The Future Of Chatbots

According to  Orbis Research, the Global Chatbot Market is to grow at a CAGR of 34.75% during the period 2019-2024.

As the chatbot technology continues to mature, the future of bots is becoming interesting. Here are a few important trends to watch for:

1. Integrating Chatbots with RPA

As chatbots are increasingly being used to perform a greater range of tasks, they will need back office bots that can quickly find information and complete transactions on behalf of users. Integrating front-office chatbots with legacy systems is achieved with the help of Robotic Process Automation (RPA).

Learn More: RPA Bots: Understanding The Chatbot And RPA Integration

2. Chatbot-to-Human Handover

There can be times when a chatbot needs to hand off the conversation to a human being to handle issues that are complex. The bot should recognize the situations when it needs to hand off and provide the user with a clear, smooth transition.

One of the simplest and an effective method of initiating a handoff from is provide a user-driven menu. The bot can be programmed to provide the user with a menu of predefined options after every message.

When the chatbot senses that the user is trying to reach for a human assistance, it can simply provide the user with an option of chatting with a human agent. The user can then select the option if the chatbot seems incapable of solving the problem.

Another scenario in which handoff becomes imperative is in the case of escalations. The chatbot should effectively inform the user that the interaction is being transferred so as to address their concerns better. It also should always provide users an option to talk to a live agent.

Learn More: Human Handoff In Service Desk Bots

3. Voice Bots

A ComScore study forecasts that by 2020, 50% of all searches will be voice-based.

Although in the current scenario text-based chatbots are ruling the roost, the application of voice technology is gaining momentum. Since most people prefer talking as opposed to typing, it is no wonder that organizations are increasingly implementing voice bots for both customers and employees. At the moment, voice bots are a good fit when it comes to handling simple, linear tasks and queries. However, at the rate at which voice technology is evolving, with applications in smart devices such as speakers, TVs, watches etc., voice bots may very well be what the future looks like for AI chatbots.

Learn More:

4. DataOps With Chatbots

A large amount of data is captured from chatbots. Data analytics employs new approaches like DataOps to leverage data that is captured through chatbots. This data can be analyzed and integrated with the other sources of internal and external data for better marketing and customer service.

In Conclusion

Organizations are significantly utilizing Chatbots to automate their internal business processes, productivity, boost revenue and enhance the customer experience.

 Juniper Research forecasts that chatbot conversations will be responsible for cost savings of over $8 billion per annum by 2022.

The conversational interface of chatbots simplify everyday workflows for employees and eliminates the hassle of switching multiple apps. Chatbots act as a single point of contact to get tasks done and access information. The use cases of chatbots are diverse and emerging across functions and industries. Enterprise leaders should have a powerful bot strategy to make the most of this technology.

About BotCore

BotCore is an enterprise-grade bot builder platform using which enterprises can create, build, train, deploy and manage chatbots for their organization. BotCore is fully deployable on both on-premise and cloud environments.

BotCore is an accelerator that enables you to launch customized, AI-powered conversational bots in your organization. With the help of “Cognitive Abstraction”, it can leverage any AI service available today and will scale for future services.

BotCore today powers chatbots at several large enterprises and Fortune 100 companies.

If you are planning to adopt a chatbot in your organization, Acuvate’s bot workshops like the Build-A-Bot program helps you get a subject matter expert opinion to plan your bot journey.

The workshop helps identify specific use cases within your enterprise and evaluate different technologies. Acuvate provides a 1 day bot strategy workshop within your company premises for both business and IT leaders.

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]]> How Will Voice Bots Transform The Workplace In The New Normal? https://botcore.ai/blog/voice-bots-in-the-new-normal/ Wed, 22 Jul 2020 10:37:53 +0000 https://botcore.ai/?p=6492 How Different CPG Companies Are Using Chatbots To Drive Customer Experience In response to the COVID-19 crisis, businesses have been focused on ensuring strong collaboration for their remote workforce by adopting new technologies such as modern intranets, cloud, and AI. However, now, when lockdowns ease but COVID-19 continues to loom, businesses need to start thinking […]

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How Different CPG Companies Are Using Chatbots To Drive Customer Experience

In response to the COVID-19 crisis, businesses have been focused on ensuring strong collaboration for their remote workforce by adopting new technologies such as modern intranets, cloud, and AI.

However, now, when lockdowns ease but COVID-19 continues to loom, businesses need to start thinking about bringing employees back to the workplace while ensuring social distancing and physical safety. Given that almost every surface has the potential to carry and transmit the virus, the way employees interact with the built environment has to be reimagined.

Voice technologies and contactless interfaces can be the key enablers in establishing safe working environments and ensuring customer experience. In this blog, we’ll discuss how companies can use voice assistants in the new normal.

Understanding Voice Bots

A voice assistant is a software that uses voice recognition, language processing algorithms, and voice synthesis to understand voice commands and deliver responses or perform tasks. Voice bots initially gained popularity in the consumer electronics industry with the launch of smart speakers like Google Home, Amazon Echo, etc.

Back in 2016, chatbots and voice bots weren’t a top priority when a company implemented an ERP or HR solution. But now, as more enterprises realize the business benefits of bots, providing an easy-to-use, conversational interface has become a norm. In the past few years, we’ve seen several enterprises deploy voice assistants for use cases like IT helpdesk, HR operations, customer service, sales, etc. By 2021, Gartner, Inc. predicts that 25 percent of digital workers will use a virtual employee assistant (VEA) on a daily basis. This will be up from less than 2 percent in 2019.

Learn more: The Amazing Benefits Of Voice-Enabled Business Intelligence

A 451 Research report has predicted voice bots to become the top investment choice for businesses as their workforce returns to offices. Let’s discuss why.

Voice Bots In The New Normal

1. The Voice-First Workplace

We can’t go about our regular business like we used to amid this pandemic. It’s no longer safe to touch even everyday objects like doorknobs which could potentially expose us to the virus.

Many companies had already been exploring the potential of voice technology at their workplace even before the pandemic. Now, voice technology would have a huge role to play in this redesign of offices. Voice-activated controls can be utilized in office entry and exit points, elevators, meeting rooms, shared office devices to reduce the amount of physical contact needed to navigate in the workplace.

Use cases like integrating meeting room equipment with voice-enabled virtual assistants like Microsoft Cortana, Alexa For Business, Google Assistant will become more popular. With these integrations, employees can give voice commands to perform tasks like managing meetings, and controlling conference room devices and settings – temperature and lighting, etc. Last year, we could have thought of these as “nice to have” but these are now imperative for a safe workplace.

2. Voice technology powering customer service and experience

Social distancing will continue to be the most effective way to prevent the spread of the virus until a COVID-19 vaccine becomes widely available. Thus, retailers will need to ensure business continuity without compromising the health and safety of their consumers by minimizing physical contact.

COVID-19 has pushed automation for all industries, nudging them towards digital transformation. Many businesses such as Amazon have adopted tap card payments to ensure contactless transactions but the physical interaction can be further minimized with voice technology.

Voice automation is being adopted at a rapid rate across multiple locations and industries. Businesses in industries such as airports, restaurants, retailers, etc. have seamlessly adopted voice bots to power their customer interactions while ensuring social distancing and high customer experience.

3. Voice assistants will improve remote worker productivity

Remote workers can leverage voice assistants to improve their productivity and collaboration. Microsoft recently integrated its virtual assistant, Cortana, into its Microsoft Teams app. This integration enables Microsoft 365 Enterprise users to complete communication, collaboration and meeting-related tasks using spoken natural language. They can connect with their colleagues by making a voice query such as “Call Mark” or “Send a message to my upcoming meeting”. Users can schedule meetings, share files, check calendars and more without any keyword stroke or mouse click.

Learn More:  Cortana in Microsoft 365

Conclusion

There is no doubt that the COVID-19 pandemic has impacted human interactions all over the world. As businesses reopen their workplaces, social distancing will continue to be the norm. However, one certain thing is that to safeguard the employees, businesses will accelerate the adoption of digital technologies with voice bots leading the pack.

If you’d like to learn more about voice assistants, please feel free to get in touch with one of our experts for a personalized consultation. We’d also be happy to share our success stories and how we can help you implement voice bots for your business .

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]]> 9 Components Of A High-Performing Chatbot https://botcore.ai/blog/components-of-a-chatbot/ Wed, 22 Apr 2020 06:31:00 +0000 https://botcore.ai/?p=5439 9 Components Of A High-Performing Chatbot Chatbot conversations will deliver $8 billion in cost savings by 2022– Juniper Research Chatbots are being widely used by businesses. But what does it take to build a truly advanced and enterprise-grade chatbot? Let’s explore! Conversational UX An excellent Conversational UX is key to drive adoption and helps users […]

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9 Components Of A High-Performing Chatbot

Chatbot conversations will deliver $8 billion in cost savings by 2022
– Juniper Research

Chatbots are being widely used by businesses. But what does it take to build a truly advanced and enterprise-grade chatbot? Let’s explore!

Essential Components Of Chatbot

  • Conversational UX

An excellent Conversational UX is key to drive adoption and helps users reach their goal in the shortest time with maximum end-user experience. It enables bots to conduct human-like conversations.

  • Machine Learning

Machine learning algorithms enable chatbots to learn from previous conversations, and deliver better responses in the future.

  • Natural Language Processing (NLP)

NLP is a technological process that allows chatbots to understand the meaning behind users’ natural language inputs and then deliver relevant responses.

  • Sentiment Analysis

The technology with which chatbots can analyze users’ input text or voice and understand their emotions and gauge their mood.

  • Multilingual 

Multilingual chatbots are capable of understanding and conversing in different languages. This ability enables bots to cater to a wide range of audience across countries. 

  • Analytics & Administration

Chatbot platforms need to have an administration module in which you can track the bot’s performance, do maintenance activities and train the bot. 

  • RPA

By integrating with back-office RPA bots, chatbots can capture information from legacy systems that lack modern APIs and perform actions on behalf of users.

  • Voice Bots

The next-generation of enterprise chatbots are voice-based. Voice bots relieve users from having to use their keyboard or mouse to send messages.

  • Cognitive Abstraction

Using cognitive abstraction, chatbot platforms can leverage any AI service available today and will scale for future services.

Build A Modern Enterprise Chatbot!

Ready to get started with your conversational AI journey? Check out BotCore – an enterprise chatbot builder platform driven by AI! Learn how Fortune 500 companies are using chatbots to drive employee and customer experience. Visit www.botcore.ai

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If you’d like to learn more about this topic, please feel free to get in touch with one of our experts for a personalized consultation.

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]]> Take Your Chatbots To The Next Level With These New Capabilities https://botcore.ai/blog/take-your-chatbots-to-the-next-level-with-these-new-capabilities/ Fri, 29 Mar 2019 13:25:36 +0000 https://botcore.ai/?p=4847 Take Your Chatbots To The Next Level With These New Capabilities The adoption of chatbots in enterprises has grown exponentially in the last decade and today, we can see organizations of all sizes using bots for a variety of use cases and functions. A report by Markets and Markets shows that the chatbot market will […]

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Take Your Chatbots To The Next Level With These New Capabilities

The adoption of chatbots in enterprises has grown exponentially in the last decade and today, we can see organizations of all sizes using bots for a variety of use cases and functions. A report by Markets and Markets shows that the chatbot market will be worth $9.4 billion by 2024. 

The chatbot technology has evolved greatly in the past decade. Bots today are equipped with a host of new capabilities and have become more sophisticated. In order to gain greater business value from bots and use them in multi-faceted ways, it’s imperative for organizations to upgrade their bots. Without further ado, here are some significant and modern capabilities you should equip your enterprise chatbot with.

Explore these New Chatbot Capabilities

1. DataOps with chatbots

A large amount of data is captured from conversational technologies like chatbots, which are a crucial channel for gathering data. Data analytics employs new approaches like DataOps to leverage data that is captured through chatbots. This data can be analyzed and integrated with the other sources of internal and external data for better marketing and customer service.

2. Chatbot – RPA Integration

Integrating chatbots (front-office bots) with Robotic Process Automation (RPA) can enable them to navigate through back-end enterprise systems that don’t have modern APIs. RPA enables chatbots to retrieve information from these systems and handle more complex and real-time customer/employee requests and queries at scale. RPA bots can perform more mundane tasks without routing them to a human agent.

By combining the power of automation from RPA and cognitive intelligence of chatbots, organizations can take their customer and employee experience to the next level, improve productivity, reduce costs and increase competitive advantage.

3. Make chatbots repeatable

Companies deploying chatbots for their business processes need to standardize chatbots and make them consistent across all channels – for instance, chatbots deployed on a company’s social media pages cannot be different from the one deployed on their official page.

4. Voice Bots

The next generation of AI assistants in the enterprise is the voice-based virtual assistants. Enabling chatbots to interact through voice relieves the agents and customers from the need to use devices (like mouse and keyboard) to interact with business applications.

According to Gartner, By 2023, 25% of employee interactions with applications will happen via voice, up from almost 3% in 2019. Voice bots can deliver more personalized responses with contextual understanding, speech synthesis, voice recognition, and natural language processing.

Read More: How Voice Assistants are transforming the enterprise workplace

5. Incorporation Of Payments Within Chatbots

According to reports, 67% of US millennials said they are likely to purchase products and services from brands using a chatbot  Incorporating automated payments in the process paves the way to easier purchasing during online shopping as it eliminates the need to visit a website, as chatbots will be able to handle the entire purchasing process. 

6. Sentiment Analysis

Sentiment analysis empowers chatbots with the ability to understand the emotions and mood of the user by analyzing their text or voice input. This helps chatbots to drive the conversation wisely and deliver appropriate responses. The purpose of sentiment analysis is to provide a personalized experience and make chatbots effectively respond according to the customer’s mood.

Using this technology you can understand customers’ perception of the brand, enable seamless agent handoff, improve upselling/cross-selling and deliver memorable customer experiences.

7. Improve the ability to conduct complex conversations

A key driver of user adoption is the chatbot’s ability to understand complex responses that could have multiple intents. Chatbots should predict not only what customers want but also any key information they might have forgotten.

This could be achieved by upgrading your dialog systems with new features like knowledge graph, contextual understanding, topic switching, sentiment analysis, personality, etc. 

8. Handling escalations using chatbots

Intelligent digital assistants can be trained to easily escalate a customer issue to a human agent using rules or failure conditions. Other options include a built-in live chat support app for your agents or you can integrate your existing live chat software as well. 

Chatbot technology is becoming increasingly sophisticated and organizations should keep up with it in order to ensure improved user experience.  In 2020 and beyond we can see more intelligent chatbots that can integrate with disparate systems, understand intent better, conduct more complex conversations and deliver meaningful responses. 

If you’d like to learn more about this topic, please feel free to get in touch with one of our enterprise chatbot consultants for a personalized consultation.

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]]> How To Make A Chatbot Intelligent? https://botcore.ai/blog/how-to-make-a-chatbot-intelligent/ Fri, 09 Nov 2018 09:42:00 +0000 https://botcore.ai/?p=104 How To Make A Chatbot Intelligent? Artificial intelligence (AI) has mostly been an obsession for research departments and development shops. Recently, however, the potential business ROI for the enterprise community in the form of amplified customer/employee digital experience extended intelligent capabilities, reduced support costs have become clearer. From addressing simple FAQ’s to making intelligent conversations, […]

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How To Make A Chatbot Intelligent?

Artificial intelligence (AI) has mostly been an obsession for research departments and development shops. Recently, however, the potential business ROI for the enterprise community in the form of amplified customer/employee digital experience extended intelligent capabilities, reduced support costs have become clearer. From addressing simple FAQ’s to making intelligent conversations, chatbots have progressed significantly in understanding and solving problems.

While AI is becoming a new tool in the C-suite tool belt to drive revenues and profits, it has become clear that the deployment of chatbot encompassing specifics of business applicability stands critical.

According to a study, 87% of CEO’s and business leaders trust AI, but employees trust (33%) was cited as one of the greatest barriers to AI Adoption.

One such bottleneck that is toning down the employee’s trust might be chatbots IQ. It’s a fact that chatbot answering basic questions irrelevant to the context and learning from the previous conversations is trolled by smart employees constantly.

There is a high need for the chatbots to deliver more appropriate results by scaling up its intelligence in handling customer conversations.

Though we know that chatbots have a high potential in becoming intelligent, we don’t understand what goes into making intelligent chatbots.

what makes a chatbot intelligent?

Enterprises are, by now, aware that chatbots aren’t smart at the beginning of their deployment. They are made intelligent by leveraging technologies like machine learning, big data, natural language processing (NLP), etc. – which helps chatbots to understand and interpret context, intent and continually enhance its knowledge base.

During the process of becoming smart, there is a high need for an effective chatbot builder platform in place to train it with the appropriate skill matching the organization needs.

Bots built using intelligent platform enables organizations to train, build and launch customized conversational chatbots powered by artificial intelligence.

Know More: A Buyer’s Guide To Choosing The Best Chatbot Builder Platform

four essentials features that can make a chatbot intelligent

# Contextual Understanding

In customer engagement, real-time contextual understanding is essential to deliver meaningful conversations. To have a good understanding of context, a chatbot needs to analyze inputs like time, day, date, conversation history, tone, sentence structure, intent, identity, etc. These inputs are then fed to empower chatbots to comprehend the context in the conversation.

For instance, in the sentence, “Fantastic! Presently the flight is delayed by one more hour”, the customer isn’t happy about the flight being late but it can trick the interpretation of the machine encouraging to commit an error if it is unable to understand the context.

Apart from self-learning, it is wise to provide or feed chatbots with different contexts based on situations, linguistic preferences, persistence, emotional context, etc so that they can utilize the context when required.

# Perpetual Learning

The ability to learn is a pivotal factor in building an intelligent chatbot.

A well-honed chatbot is one that learns from the conversations to enhance its performance metrics. There are 2 steps involved in this learning process. One is handling the end-user appropriately when there is no relevant answer found in the knowledge base and the second is recording learning from the failed conversations. Also, managing standard responses stands a key in handling user frustration.

User modelling, machine learning, and natural language understanding modules can help achieve better conversations and avoid expectations mismatch.

Leveraging neural networks, deep learning, Machine Learning (ML) algorithms and human supervisors ensure the AI chatbot becomes a good learner.

Learning is key to ensure that the chatbot identifies patterns in data it receives and answers to user queries in the most appropriate way. Thus, learning abilities are a must-have if a chatbot is to be made intelligent.

# Seamless Agent Handover

Handling a user when there is no answer dictates the satisfaction scores. Amplifying these scores can be better achieved when the conversation is transferred to a human agent rather than annoying the consumer/employee with the same repetitive questions/responses.

According to a report, 88% of consumers said they expect a natural transition between a virtual agent to a human agent while making a purchase decision or contacting customer care.

It goes without mentioning that humans will remain an integral part of contact centres. However, chatbots automate the triage requests or help in troubleshooting, helping the human agents become more productive.

So the real challenge is to train the bot when to transfer it to an agent. Using the advancements in AI, train the chatbot with user sentiment analysis and preference during an interaction and transition the conversation to a human agent.

# Voice Technology

Voice bots are an integral part of almost every function that focuses on providing a positive customer experience. One can skip the interaction with a complicated UI and ask the voice assistants to do the job. This adds both convenience and error-free interactions with the chatbot reducing the chance of failure. Enable friction-free conversations while freeing up employees to focus on more meaningful work.

With significant advancement in the fields of natural language processing (NLP) and machine learning (ML), voice assistants have become much more intelligent and useful in guiding customers to meet some of their needs.

Utilizing the best of technologies like voice recognition, speech synthesis, and natural language processing (NLP), chatbot parses a spoken phrase and translate it into written text.

According to Comscore, American media measurement and analytics company, more than half of the total searches will be voice-enabled searches by 2020.

With the power of AI and conversational UI, voice assistants can deliver more personalized experiences and can automate interactions by adding intelligence and insight to the conversation.

According to Gartner, by 2023, 25% of employee interactions with applications will happen via voice, up from almost 3% in 2019.

conclusion

Realizing that chatbots are evolving technology in providing intelligent conversations, organizations need to focus on automating their communication system. If your chatbot is intended to address the specific problem then it is better to go for predefined communication flows. This will help you with a pleasant experience and a high conversion rate.

One thing organizations miss out is that a number of complexities involved in making these AI chatbots intelligent. Using advanced intelligent platform you can build a chatbot with ease and can enhance the level of chatbot’s intelligence.

If you’re looking for some personalized guidance on creating and incorporating intelligent chatbot for your business feel free to get in touch with one of our artificial intelligence and chatbot experts. We have built numerous chatbots for different industries like retail, insurance, banking etc. and would be more than happy to do the same for you.

Want to know everything about chatbots in one go? Get your free copy of eBook – Exploring the use cases of an enterprise chatbot.

If you’d like to learn more about this topic, please feel free to get in touch with one of our experts for a personalized consultation.

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