Chatbots are increasingly used on brand websites, as well as in communication apps. However, they can be implemented in your mobile app, bringing more value to your company and your customers.
What is the function of chatbots in mobile applications?
Will chatbots replace mobile apps?
Read on to learn more about this technological symbiosis.
What is a Chatbot AI?
Chatbots are systems that enable the automation of processes. In this case, communicative processes. Because they have Artificial Intelligence, they can learn and improve their efficiency based on the received commands.
Companies widely use them to optimize their Customer Support services.
They can also be used to automate processes within companies. An example is the automation of Human Resources. To know more about HR Chatbots, click here.
The artificial intelligence of chatbots comes from technologies such as Machine Learning and NLP (Natural Language Processing).
Machine Learning relates to what the system needs to learn by itself. That is, the necessary algorithms the machine needs to learn autonomously and automatically. On the other hand, NLP relates to human language. This discipline gives the system the ability to understand the language written and spoken by humans. With the introduction of this technology, the system can extract the correct information from the commands it receives. To know the importance of Linguistics for the good performance of a chatbot, click here.
In the course of this article, whenever we mention “chatbots,” we are referring to Artificial Intelligence systems.
What is a Mobile App?
If you have a smartphone, a tablet, or any other mobile device, you’re probably already in contact with apps.
A mobile app is a software program that you can download and access directly from your mobile device. By providing an app, you offer the same services to your customers as on your website. But with the advantage that they can access it anywhere.
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Android and iOS
Mobile apps are available on two operating systems: Android and iOS. The first belongs to Google, and different brands of mobile devices use it. The second is only open to Apple devices, such as the iPhone.
Chatbots vs. Mobile Apps
As already mentioned, the chatbots came to help companies optimize their services and communications, both with their customers and internally.
These solutions integrate into your company’s website. As well as communication applications, such as WhatsApp or Facebook Messenger.
Chatbots are very effective options to increase your company’s service level since they’re in the most downloaded applications worldwide.
In the same way, it happens with mobile apps. So that customers don’t have to resort to search engines, offer them an app, which leads them directly to your product.
While chatbots need a channel to host themselves, apps are by themselves already channels, working independently.
Still, and although they work without additional systems, your company’s application would benefit greatly from integrating a chatbot.
How Does a Chatbot Complement a Mobile App?
1. Increase User Engagement
An app can be a great solution for customers who are more present on mobile devices.
However, it’s a one-way street. That is, the user goes to the app and looks for what he/she wants. If they have any questions, they have to resort to other channels to clarify them.
Still, this scenario would be much more satisfactory if an agent “followed” the paths that the customer takes. And, for example, suggest products or answers, even before the client has them.
The product recommendation coming from the chatbot is a strategy widely used in retail. But it can be easily taken to other sectors. Click here to know more.
2. Offers Immediate Customer Service
Linked to the previous point, by providing immediate service and support, chatbots allow the client not to leave the app. This is a crucial point because if the user leaves the application, he can be distracted by other issues.
Besides, if the chatbot doesn’t know how to answer the questions, it forwards the request to a human agent, who answers through Live Chat.
3. Power Promotional Campaigns or Alerts
An exciting role that chatbots can play is as messengers. In other words, in addition to collecting data from users, such as the products they’re looking for, they can send personalized campaigns to those same customers.
That is, with the Broadcasts tool, your company can send notifications and messages to your customers about specific events and advertisements.
When users go through specific paths on the chatbot, you can also set triggers in those paths. So, when the user goes through a product with a campaign associated, he/she receives it right away.
They’re a great way to make your products and services known without being inappropriate for your consumers. Learn more about these Visor.ai features in Broadcasts and Triggers: How to Sell with your Chatbot.
4. Increase the Number of Commercial Leads
Leads are business opportunities. They’re potential customers who have shown interest in a certain product or service.
Taking that interest into account, the chatbot can cultivate a relationship with the user and guide him to obtain the service or product.
5. Enables Direct Payment
Of course, a client can always go back on his decision and decide not to buy a product. However, if an instant payment method is available, it’s more difficult for them to go back on their decision.
A chatbot is an ideal option for this.
After choosing and subscribing to the product, the payment remains. That’s when, with some integrations in the system, the chatbot offers the option of direct payment. It’s not necessary to resort to other platforms because the bot presents everything.
Will the Chatbots End Mobile Apps?
The answer is simple: NO.
Chatbots won’t kill mobile apps, just like they didn’t end websites where they are integrated.
At most, they bring more traffic and engagement to those channels.