Category: Chat

In the neck-throat competition of the e-commerce industry, the business offering the best and time-savvy customer support often wins the race. It is precisely why the customer support sector has seen such a wide range of innovations in recent years.

And even though you may feel that your e-commerce venture is foolproof, there’s always scope for improvements and refinement. The defining part of any business is how available are your services or products for the customer if they require your assistance.

Employing a dedicated person delivering 24×7 customer service is unrealistic and expensive. That’s where chatbots solve the problem and take care of consumer needs round the clock.

As is the rule of any conversation, chatbots are a two-way thing — that offers benefits for both brands and users. Chatbot help in interacting with new, current, and future consumers channeling them into the sales funnel without directly interacting with them. You get to send personal messages without actually hiring a dedicated person for the job.

So what are chatbots?

Chatbots are pre-programmed software bots that interact with customers via an automated chat interface and carefully scripted conversations. Interacting with a chatbot is like talking to real-life customer support as you get prompt replies to queries or feedback.

And though they can be deployed for different purposes, they are primarily used in customer service-related settings. However, there’s a razor’s edge difference between a fully automated chatbot and a semi-automated chatbot as they are categorized into –

1. Decision tree or rule-based chatbots — These Chatbots work according to a predefined set of rules fed into them beforehand. They are designed like flowcharts delivering readymade responses to problems. Rule-based chatbots are not capable of answering outside the domain of predefined rules. It is because they answer only according to the set-ups you train them for.
2. AI or NLP (natural language processing) based chatbots — These are ML (machine learning) enabled chatbots that offer interactions just like we humans do. They respond mindfully, extracting meaning and context from previous interactions and specific phrases to provide suitable responses. NLP and ML let them learn from every interaction, enhancing their performance with every response.
3. Multi-linguistic Chatbots — Using a combination of NLP and ML, this bot can interact within their language. Bots with this feature are capable of switching languages according to consumer’s utterances.

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Decoding the link: Live Commerce & Chatbots

Live commerce is a product of two ingredients — e-commerce and live streaming. In other words, when you market products live through e-commerce platforms utilizing real-time interaction between buyers and sellers, that is called live commerce.

The concept first originated in China, where products were promoted and sold by influencers on their social media platforms. Live streaming emerged as an alternative for businesses to transport surplus inventory, spreading their reach, especially for small and local enterprises under prevailing pandemic conditions.

How chatbots overhauled e-commerce?

Cutting-edge technologies like ML and AI have marked their presence in almost every aspect of human lives. So why leave customer care untouched. Gartner had predicted that by the year 2020, more than 80 percent of client interaction in the e-commerce business would be managed using AI, which became evident.

Today, chatbots are extremely popular in the e-commerce industry, but why let’s find out:-

1. Surge in the use of online messaging platforms — Did you know approximately 63 percent of consumers are of the opinion of letting businesses run on messenger. That is why online messaging platforms like WhatsApp, Telegram, and Facebook Messenger etc. have become instant hit amongst people. Deploying Chatbots on these apps can prove to be a potent medium in helping consumers regardless of their presence on online portals.

2. Dedicated support and cuts waiting time — Chatbots efficiently manoeuvre that task of giving personalized attention to every customer delivering uninterrupted customer support. They also reduce time wasted by consumers in waiting for an appropriate response.

A survey states that roughly 40 percent of customers of all age groups favour using chatbots for online shopping. They offer instant support, available round the clock and provide complete satisfaction to clients. And 64 percent of users online find 24-hour service to be the best feature of Chatbots.

3. Help in resuming of shopping — When people shop online they often compare several brands, and might not finalize a purchase early. Moreover, there are going to be lot of queries and page visits that may not get converted into successful deals.

Using a conversational chatbot, you get an opportunity to get those buyers back and finalize shopping. Personalized messages can be sent via chatbot giving product recommendations, similar products, discounts and offers etc. This gives you an opportunity to build profits and earn money from a deal as good as lost.

4. Minimizing operational overheads — The money and manpower that you would have invested in employing a customer support executives is reduced by using a single software agent for your business. Chatbots are said to reduce operational cost by up to 30 percent.

5. Product Notifications — Sending suggestion and recommendations through mails and other means becomes somewhat repetitive and uninteresting. Instead brands can utilize chatbots for advertising products in real-time which seem more appealing and conversational.

6. Order Processing and tracking — Customers can even make online purchases through bots and check information about their product without visiting the site directly. They can even track their purchase using a bot without having to call a customer executive or posting a query online

7. Holiday Promotions — Remember ecommerce bots work on ML and AI. Therefore they learn and keep track of your queries and suggestions. This way they help buyers look for specific products more easily.

Bots in travel sites work in this manner, they look for destinations and sites entered by you. They even compare prices, checks reviews and offer the best decision. They can be deployed for delivering offers and discounts and even promote holiday packages.

8. Choosing the best chatbot — There are lot of options available while choosing a right chatbot for your venture. It is always recommended to make final selection after proper research and analysing the requirements. The following points should be kept in mind before coming to any conclusion

• Information repository — If you want your chatbot to work as a self-sufficient tool then it should have a rich repository of knowledge. The repository should be well framed and should have scope for all scenarios. If you can assimilate the information repository with your chatbot, this can prove to be good solution.

Third-party integrations — To enable your chatbot to process business automation smoothly and resolve recurring issues, it needs third-party integration with different applications like inventory management, CRM, software management, etc.

• Code free bot builder — An intelligent code free bot builder is the best option to develop bot workflows. A ready to use bot builder is basically multiple nested if-then-else conditions which try covering all scenarios.
• Detailed analysis — A good reporting mechanism and analytics are required for Chatbot optimization. A typical Chatbot solution will give detailed analysis along with reports that can be utilized for measuring performance.

9. Optimising social media marketing and other channels — Already crossing the mark of 3.5 billion user mark, social media is now one of the most powerful digital marketing tools. By integrating chatbots to your social media and other channel marketing strategies you can just imagine the impact it can create for your business and brand.

Future looks bright for Live Commerce with chatbots

Live streaming e-commerce is a rapidly growing industry. Statistics reveal the annual growth has reached nearly $60 billion. Successful deals obtained via live commerce reach about 100 percent mark in 2020 unlike 2019 which was almost 9 percent of total sales online.

Chatbots significantly alter how businesses are done, be it engaging customers, handling campaigns, converting sales, lead generation, or payment automation.

The future of chatbots is intensely moving towards payment automation and allowing consumers to make payments directly over live chat or messenger apps.

Recently, MasterCard launched a chatbot, especially for customer payments, to answer account-related queries, assist customers in setting payment alerts, and collecting final payments from customers.

Live e-commerce and interactive commerce are the future of the retail industry. The chatbots are forecasted to double this impact every year to a whopping $112 billion by 2023. And businesses that have invested in conversational commerce early witnessed a steep rise in profits, deal conversions, and optimizing resources.

Don’t forget to give us your 👏 !

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How Chatbot’s Voice Commerce Revolutionizing Live Commerce was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Here we will build a support telegram bot which will search users question keywords in your Readme.md and will send a link to the most relevant part of your md to the user.

We will use an open source project “draw your bot” (https://github.com/Tsitko/drawyourbot) to generate a bot. It allows to draw a bot structure in draw.io instead of coding it.

So we need to clone drawyourbot project and install its requirements (the instructions of how to install requirements are here: https://github.com/Tsitko/drawyourbot#install-requirements).

And we also need to register our bot in telegram (the instruction is here: https://core.telegram.org/bots#6-botfather)

To search in Readme.md we will use a function from draw your bot standardfucs (https://github.com/Tsitko/drawyourbot#search_md). But you can use your own function (just code that function, add and add a .py file with that function to ‘bots’ folder).

And as we have a draw your bot project and a function to search in md file, we only need to draw our bot structure in draw.io:

You need to change bot_token to your bots token and if you are using your own function, you need to change _functions_standardfuncs::search_md(query, “https://github.com/Tsitko/drawyourbot/blob/main/README.md”) to your own function.

If you are ok to use the standard search_md function, you just need to change https://github.com/Tsitko/drawyourbot/blob/main/README.md to the link to your projects md.

So the bot will just ask the user what he/she is looking for and will get the user’s answer. After that it will find a link to the part of your Readme.md which is the most relevant to the user (if it will not find such a part it will return a link to Readme.md start line). And in the end it will ask the user to push /start command if he wants to search again. The /start command is to start from the first message (what are you looking for?).

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

And as you are done, you need just to generate a bot (instructions: https://github.com/Tsitko/drawyourbot#generating-bot-code).

And you have a bot which you can run and test:

Don’t forget to give us your 👏 !

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Support Telegram Bot For Github Project was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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Thanks to the internet, the world is more connected than ever before and businesses can easily reach their customers through the network. With more and more people using the internet to access the services, the demand for a better experience and problem resolution is increasing at a pace that it might be hard for businesses to reach the expectations.

Highlights:

• What is conversational AI?
• Benefits of automating customer service with Conversational AI
• Final words

It is Estimated that every year, 265 billion customer service requests are made and money as much as $1.3 Trillion is being spent to satisfy the customer requests. With E-commerce businesses are expanding into more spheres and increasing their customers, these queries and their complexities would only grow. With that, the cost for businesses to scale their customer services would also grow.

You may have already known about the AI impact on e-commerce, in recommendations, and other areas. Not only in them but AI also has the power to improve and automate customer service at a low cost and with phenomenal performance.

In this article, let us discuss the benefits that an E-commerce business could get with implementing automated customer service with conversational AI. But before that, let us have a brief discussion about conversational AI.

What is conversational AI?

As the name indicates, Conversational Ai is a set of technologies that use the techniques of Machine learning on huge volumes of data and also natural language processing to mimic human interactions and have the ability to engage humans in conversations.

Customers would always have problems and they might reach out to you through many channels. Instead of directly connecting to humans, you can keep chatbots there to perform a lot of general tasks: give certain information, search help articles for them, and others.

Chatbots are also being made with high adaptability so that you can fine-tune them and use AI in e-commerce businesses’ unique needs and feed them the right content they have to talk to the users.

Many organizations have already implemented chatbots in various areas of User experience and have experienced phenomenal results.

Benefits of automating customer service with Conversational AI

Reduced cost

Once deployed, the chatbots work for you in various channels 24/7 with the same level of efficiency at all times. This greatly reduces the cost you put on people to be available for the time. Also, a chatbot in an artificial intelligence e-commerce platform can easily deal with multiple messages at any instant, and with this, you can easily handle a high amount of volume of requests while minimizing costs.

According to an estimate, deploying chatbots to automate customer support services can save up to 30%! In addition to having an intelligent bot helping you to save costs, your business would be available for your customers all the time!

Reduction in attrition rate

People quitting jobs has always been a problem with customer service centers. According to a report by (QATC) Quality Assurance and Training Connection, the attrition rates faced by call centers are twice that of other industries combined. There might be many factors in this, but the repetitive and mundane nature of calls is also one.

Chatbots and the use of AI on eCommerce eliminates the typical and mundane tasks and lets support agents focus on the complex tasks faced by customers, which contributes to a certain reduction in their attrition rate.

Power of machine learning & personalization

Personalization in customer experience has proved to have a positive impact. It increases the overall user experience, helps solve problems faster, and improves your standing with your customers. These platforms use the stored data of customers. Conversational AI in customer support uses the data and provides an engaging personalization experience.

Chatbot uses machine learning algorithms and gathers more knowledge about the data for showing personalized solutions. Natural language processing techniques are getting powerful. We can deploy chatbots in different languages.

Reduced Resolution time

Nobody wants to wait in line for longer until a suitable customer service agent would be connected to resolve the query. According to a survey conducted by Accenture, about 66% of consumers in mature markets expect faster customer support and this figure is higher for emerging markets which stands at 78%. So, not only giving great customer service is important, but giving it in time is most important.

With the power of the NLP, conversational chatbots can understand the intentions and motivations behind customer requests. Chatbots can directly answer simple and Frequently asked questions accurately.

Supports different channels

Not all customers might want to communicate with you in the same way. Some prefer to chat on your website, some might prefer to chat on their favorite social messaging app while some prefer through voice calls. Conversational AI can work a wide range of channels and helps you establish high-quality customer service in the channel your customer prefers.

Continuous Improvement

The lifeline of any machine learning model is data. If you continuously feed them more data, they become powerful than ever before. So, the more you use conversational NLP-enabled chatbots for your sites, the more data they get and the more they learn. This learning process can be twofold. In one sense, they learn the general behaviors of people and get better at helping but also, they can learn to deal with specific customers in a better way too!

Final words

With growing customers and their demands for a better user experience for all their needs, there is mounting pressure on the customer service area of e-commerce businesses. Conversational Ai has improved a lot and they can now be used to automate customer service through many channels for answering their queries and solving user’s needs.

With all the benefits they offer, automating customer service through chatbots assists conversational commerce in many spheres and ultimately improves the satisfaction of customers. They get their problems solved quickly in a more personalized way and support the channel they prefer. By taking care of repetitive and mundane tasks, they satisfy support agents. So, it results in the overall satisfaction of customers and support agents. With all this, they improve your businesses as a whole!

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Automate Customer Service with Conversational AI in E-Commerce was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Today we are surrounded by technology and gadgets. Our day starts with snoozing or if not lazy then turning off the alarm. Throughout the day numerous times, we check our mobile phones without any particular reason. Now Technology has become an essential commodity for all of us.

This technology when introduced in the business as an attribute of Machine Learning, it literally took off. Technology had great advantages in every aspect of business and made living a lot more easy task for users.

Technology grows with time, it just gets better and better day by day. Trends in technology just change on an almost daily basis. Nowadays on an hourly basis, we get an update. Business experts and CEOs find it difficult to meet up with technological trends. This is why Conversational AI applications were introduced. AI is the latest trend in technology which has its own intelligence so it will research and sort all the latest trends.

In any business model, some inflation points are to be considered. The 3 most common and vital points are security, recognition of the demand, and constant growth. AI provides all these in a single technology that is why it is considered the future of business. Keep on reading to know about AI, conversational interface, and the future of business.

All you need to know about AI technology to skyrocket your business

AI is an abbreviation of artificial intelligence. Let us divide and know the meaning of both terms to understand AI technology. Artificial means something which is not natural, in other words, which is man-made. Intelligence is something that can acquire knowledge, learn and grow. So if we combine both terms we get AI which is a machine with its own intelligence.

AI is a technology that doesn’t have its own brain but mimics the human brain. So it is used by almost all of us but we were not aware of it. Google Home, Alexa of amazon echo, Natasha by hike, Siri on iPhone are all examples of voice assistant AI technology.

Can AI take over humans in dealing with Content Marketing Strategy?

In modern companies and business models, AI technologies are used and are performing better than humans. Therefore there is a chance of employees may be getting replaced by AIs, so there is a wrong term that AI vs Human who is functioning better.

In reality, AI comes with great advantages but also needs a human brain for its smooth functioning. So humans and AI can and should work together for the betterment of companies and businesses. So it is never going to be humans vs AI but humans and AI vs modern problems.

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

What is a conversational interface?

Conversational Interface is generally considered as human to the human interface but now AI has been combined with a conversational interface. So the artificial interface can answer your questions in a human manner making it look more like a conversation. This combination if introduced in the business then it can turn out to be very handy.

The conversational interface is classified into two types

• Voice conversational interface.
• Text conversational interface.

Now after combining AI with CI owners can connect with multiple consumers on various platforms at the same time.

AI can answer queries of customers on Facebook, Twitter, text messages, voice replies on google, and various multiple platforms have given it in the direction of the conversation. AI with conversation helps to reduce various steps like searching, finding the right information, and getting the right results. By just asking queries you can directly get answers which saves a lot of time for customers as well as the time of owners.

AI with a conversation interface is very useful. It is still in the developing zone. We can expect a lot from AI in the upcoming future to take marketing to the next level setting new standards.

What are the fundamentals of AI?

After knowing the exact potential of a good conversational Artificial intelligence system, we can work on improving our future plans and strategies and can make some practical steps to implement in our plan and achieve desired results.

Till now it was very difficult for us to implement technology in the business. In the latest trends technology has become a vital part of the business. Conversational Artificial intelligence has the potential to work more efficiently as compared to humans and the demand for machines is always less than that of humans. However Artificial intelligence still gives skilled employees a good scope to earn a secured place.

Artificial Intelligence is programmed to extract content from queries. It helps to provide the information whenever and wherever it is needed. It is important for us to know how to make proper use of such advanced technology and implement it to make progress. With the help of Artificial Intelligence, we will be able to set new standards in the world of business.

How AI be used in various business models

Conversational AI can be used in various businesses like Banks to know the best investment plans and guide you with other strategies. It is also useful in email marketing and other such business where customer engagement plays a vital role.

When it comes to AI there are no shortcuts you must be able to interact with AI. AI creates a perfect platform for customers and businesses to interact and get satisfying answers. You don’t need to follow a long process to get the answer and owners now don’t need to hire a human to answer all queries.

When you are on the business side, customer satisfaction is your topmost priority. Conversational Artificial Intelligence surely helps you to deal with your customers almost anytime and anywhere. Humans may get irritated by answering more than a couple of times but AI will answer with the same efficiency every time.

No more assumptions related to conversational AI

Well-designed bots and IVAs aren’t built on assumptions. They are more efficient and durable, humans may not be able to match with them. These technologies have the power to minimize all assumptions, achieve ideal conditions, give desired results, and make more profit in the business. We should be able to understand the potential of technology and how we can use it to grow our business. We must be able to achieve new levels and upgrade ourselves.

In day-to-day life, we use various social media platforms, our day starts with checking messages on WhatsApp, stories on Instagram, and reading comments on Facebook. Now let us see how we make use of these chat boats in our day-to-day life. If we want to order something we can simply say it loud to Alexa or Siri or any other AI and it will order it for you. You can easily call someone without even touching your cell. You can send a text message when busy by just ordering to AI. This is the importance of AI in that it has its own intelligence which was lacking in previous conversational interfaces.

What makes AI unique and extraordinary

AI gives you a feature to get to the end result without following the usual steps. Suppose you want to choose the best loan for the home, you need to follow some steps like:

• To search for the best website
• search for the loans option
• find the loans for home
• compare and find the best loan amongst them.
• apply for the loan.

Now with the help of AI, you just have to ask for the best home loan and you will get the result. Seeing the buyer’s persona, and tracking the behavior of the person, AI produces the best results. AI saves your time and makes complex things simple for you. You can even ask different questions and satisfy your queries. Just as Google Assistance, Amazon Alexa, Smart Speakers, Text to Speech of Google search Engine, and Facebook messenger predicted replies work.

Instead of searching and texting, you can use voice conversation. Even when you are busy and carrying out multitasking you can easily speak out and AI will respond to it. You are packing your bags, having a glass of milk in one hand, and already late for the office but you need to book a cab, rather than getting frustrated you can simply ask AI to book a cab and you are done. This is how AI can mimic the human brain and help you with its own intelligence.

Is the future of AI completely in safe hands?

Every coin has two sides when it comes to technology we must address its limitations as well. AI has two main limitations:

• Technological errors
• Conversational errors

Technological errors: This can be also said as temporary errors. Technology is something which is developing almost on an hourly basis, so things which are creating cause now have dense chances of getting solved in the future.

Technological errors are related to limited answers. AI is a modern technique, that is why people keep high expectations from AI and as it has limited information stored in it, it fails to meet up with the expectations. However, this error can be fixed in the future.

Conversational error: AI is in the initial stage of development so it might be early to say that congressional errors are permanent errors of AI. Experts say that no matter how much improved technology we use, we cannot match the exact human-to-human conversation.

The two most significant points to note about conventional errors are

• It gets difficult with AI to discover, afford, and constraint
• Certain types of information can not be easily conveyed through words.

How to overcome the problems

So as mentioned above, technological errors can be fixed however conversational problems may be hard to solve. So to solve the errors related to technology we must go to start.

Communication between humans and computers and devices is not a new concept. AI and human interaction can also improve if we go back and study how we communicated initially we can find many solutions.

We started communicating with machines through specific languages and later in we started to improve it. In the same way, we just need to understand a modified language and we can solve problems related to technology.

However, it is quite hard for AI to think and integrate just like a human brain. So you can get useful information in a conversational form but you can never get a human to the human conversation from AI.

There are various other CUI and GUI which has a better understanding of conversational AI. We can try to combine both of them and create a smarter conversational AI in there. Using a graphical user interface and multiple modalities can surely help us in overcoming the limitations of conversational AI.

The future sure of AI can be developed and it will go hand in hand with humans but it cannot beat human intelligence and overpower humans.

Final words

Looking at the latest trends in business we can say that conversational AI can be the future of business. Conversational AI has various usability, advantages, and positive aspects to help us in growing. At the same time, conversational AI has certain limitations and we cannot use AI to solve each and every problem.

Conversational AI is still in its developing stage so it is hard to predict its exact potential. However, we can minimize those limitations by incorporating interactions from the graphical user interfaces and multiple modalities.

So we can conclude that conversational AI will play a vital role in the development of business and industries. It will never be able to take the place of humans as it will never be able to match the human brain. So the new face of development will be humans and conversational artificial intelligence systems working together for the betterment of the world. It will never be a battle against humans and the conversational artificial intelligence system.

What do you think about the conversational AI future? Let us know in the comments and also Inform us about the information you got through this article. If you have any queries related to AI then we can ask them. We will try to bring such information in upcoming write-ups as well.

Don’t forget to give us your 👏 !

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Why will Conversational AI be More Popular in the Future? was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.