Innovation is everyone’s business … The growth of any organization is based on the innovations that they are able to bring to the industry. For now Bot’s revolution is on the march: Gartner predicts that by 2019, ¼ of households in developed countries will use a bot as a privileged interface for access to services at home (personal service, Food delivery …).
Everyone talks about chatbots … but what is a bot? Before explaining a bot, let’s begin by emphasizing the difference between bots and Artificial Intelligence which are two separate subjects. If they work well together, they are nevertheless two distinct things.
A bot is a program that automatically interacts with a user: the coffee machine is one, for example. When a button is pressed, it produces coffee mechanically. During a conversation, chat, messaging, in a community, anywhere … you can have bots that respond to a human in the place of a human. This concept that generates all the current buzz is now an essential force of the Customer Experience. A multitude of learning and research technologies have been in existence for decades, enabling the bot to continue to learn and develop through the huge number of databases.
The idea of today is that a bot can be inserted in a conversation in such way that one can no longer distinguish the bot from a human, by responding in the same way, for example, or by allowing the bot find relevant content in the sense that it will have drawn from the user’s sentences.
Artificial Intelligence affects everything that comes close to human behavior. Understanding language, being able to formulate sentences, to disseminate meaning and emotions through written and oral language are at the heart of Artificial Intelligence.
It also deals with the recognition of images and their interpretation: knowing how to recognize shapes, colors … In all fields of Artificial Intelligence’s application, the most useful for the bots are those that revolve around the Language: NLP (Natural Language Processing), which allows the bot to understand the user’s language and the NLG (Natural Language Generation), allowing the bot to express itself.
Very important for the bot too, machine learning ensures its learning from a knowledge base, upgraded from various sources, and allows it to optimize itself. In short, Artificial Intelligence is a tool in the service of a bot so that it becomes more and more efficient.
The integration of chatbots today is one of the key to the success of the digital client relationship
At present, 55% of Internet users use instant messaging on a daily basis. For the thirties generation, webchat and social media are the first channels of contacts. Within five years, it is expected that up to 80% of our uses will be via conversational services.
Today, among the 5 applications most downloaded 4 are applications of instant messaging … The messaging is thus about to anticipate all the other channels of communication and the Chatbots open immense opportunities to enrich or reinvent the Customer experience: they are the natural extension of virtual assistants. In a context where developments are only accelerating, Chatbots are a new and more modern form of assistance to consumers.
The Virtual Assistant or Dynamic Frequently Asked Questions has appeared many years ago on websites. Some virtual assistants are very popular and part of the natural landscape: before Siri, Cortana and Google Now, there was already Lea at the SNCF, Laura at EDF, Lucie at SFR … and the Chatbot is none other than the deployment of this same assistance on every new platforms in which one should no longer hesitate to invest. Flexibility and experimentation are the only means to stay at the forefront of the digital market and to move ahead in a market that is constantly changing.
The chatbots: the next step in the evolution of our habits
It is necessary to design the bots not as a function in vogue to test but as a next step in the evolution of our habits of research and relationship. To do this, we must first understand our habits in order to develop bots adapted to them.
The robot must above all be relevant by all the high-performing tasks it can perform. Companies must think of the bot always according to the client’s journey: to identify when to involve the bot and to define its objective. The introduction of a bot involves first a study of the client’s problem: an examination of the context and the typology of the contact. Then, there are several essential steps when designing the bot itself: studying the point of contact, identifying what is inducing flux and analyzing the origin of the audience, and then working on the “design” of the bot. The development of bots opens up real opportunities to better serve the customer.
Conducted tests showed that 80% of users accepted a first level of automated responses. What matters is that the relay is established “without friction”. The bot simplifies the first level of contact for the agent by precisely qualifying and routing the request. The agent who will follow the conversation will be able to devote his expertise and his time to deal with more complex situations, to trigger specialized interfaces that will enrich the client’s journey, and to live a relationship around interest or passion client. Thanks to Artificial Intelligence and bots, which will be able to group the clients into thematic clusters, the agent will be able to offer advice tailored to several people at the same time, optimizing his time while organizing communities of customers. Our navigation habits and our uses are continually evolving. The bot and the messaging create a considerable added value in the quality of our future conversations .