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Real State Chatbots for Actionable “Closing”

When a potential buyer is looking to find a new home, he expects relevant answers, quick replies and 24X7 assistance. The buyer cares about someone who responds fast! Real estate agents are not only expected to answer calls promptly but also complete sale transactions, update listings, manage staff and market themselves. This sometimes makes it hard to keep up with inquiries that pop up on the website.

However, ‘In the game of Real Estate, every lead matters.’ How do you keep up with these inquiries? How will you manage clients?

Real Estate chatbot by Botspice, can hold a conversation with your leads and prospects. AI Chatbots can converse with potential new clients and help figure out where they are in their sales journey and how you can best support their needs at any given point in time. Websites usually have a registration form that buyers are generally disinterested to fill up. Therefore, getting information through conversations is the best way to handle clients.

What can Artificial Intelligence Chatbots do?

• Advertise available property.

Real estate chatbots can help advertise a property that is hot selling. It can also manage the availability of rental properties. Organizing property and providing what the customer expects through a chatbot will help a customer to purchase or lease a property with greater ease and convenience. Chatbots can display pictures and videos of the property to eliminate the hassle of sharing them repeatedly over emails and social media with prospective clients.

• Generate Leads even at non-business hours!

One of the major benefits of chatbots is their 24X7 availability. Real estate agents are often out of the office. They often rely on additional staff to answer calls and handle emails. In such a case, there could be a lack of consistency in answers or non-availability after office hours. Data shows us that almost 78% of buyers stick with the agent who answers them first. Business chatbots never take a break and can support multiple clients at the same time. By using real estate chatbots, agents can connect with prospects and continually engage them in the real estate sales process.

Trending Bot Articles:

1. How Conversational AI can Automate Customer Service

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3. Chatbots As Medical Assistants In COVID-19 Pandemic

4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

• Log conversation data and understand prospects through an analytics dashboard.

To attract renters and buyers, agents must be able to provide in-demand properties to meet the expectations and budget of the customer.An agent must be well versed with the local real estate market as well in finding properties that match customer requirements. A fair amount of research is required that includes listing competitors, studying client demographics, searching local council, etc. An easy way to gather this information would be by launching a chatbot. Chatbots can collect information through multiple clients and help determine the target audience. Data gathered can also show which property is most searched for in the desired location and the client’s budget requirements. This information is crucial to tailor listings to better suit client’s needs.

• Provide an interactive sales experience

Chatbots can provide clients with pictures and videos of properties that they are interested in by providing a clear picture of what they can expect to see before scheduling a property visit. This helps develop an interactive sales experience and improve conversion rates.

In Conclusion

A real estate chatbot will never be able to replace a steely determined agent. However, an agent can deploy chatbots to concentrate better on building relationships with customers directly. If your company is a sole agent or a team, a chatbot will give you and your team a headstart in attracting clients and managing them strategically to increase conversion rates. Botspice provides you with ready access to NLP tools and technologies to design and train own Digital Assistant.

Don’t forget to give us your 👏 !

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REAL ESTATE CHATBOTS FOR ACTIONABLE ‘CLOSING’ 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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Universal design can be found in services, products, and environments. It is most commonly found in products such as wheelchair accessible MRT gantries and stairs with slopes that are widely used by all kinds of people.

As its name suggests, universal design is when you design a product to make it accessible to everyone.

When it comes to education, universal design for learning plays a key role in providing an equal opportunity for all students to learn and succeed.

The most critical skill identified in top-performing product managers is their obsession with customers and their customer experience. In a single day, a product manager makes multiple decisions keeping their customers in mind, and some of these questions might look like –

What are the problems their customer is facing today? How to solve it? What is the best possible path to experience the solution? Can it be made shorter or optimized? Can they increase customer satisfaction while providing the solution? And lots more.

Their innate ability to understand customers’ pain points and build experiences to solve such problems often becomes the bread & butter for most businesses. Thus in today’s world, a Product Manager’s responsibility is not only about building features but also creating the best possible experience for customers right from the first interaction till throughout their lifecycle.

Why is Customer Experience critical?

When Bain & Company conducted a on customers of 362 companies, only 8% of them described their experience as “superior.” Yet 80% of the companies surveyed believed that the experience they have been providing is indeed superior.

The reason behind this disparity?

The average person interacts with >10x the variety of software they did a decade ago. With brands like Google & Amazon delighting their customers with their experiences — like Amazon one-tap payments, Google searches to find instant results; it increases consumers’ expectations even from other software today. And that’s the biggest challenge for our Product Managers to solve. Customers expect solutions quick & NOW with the most straightforward path that meets their needs. And with every interaction, the gap between customer expectations and experience spells the difference between customer delight and something less.

Trending Bot Articles:

1. How Conversational AI can Automate Customer Service

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3. Chatbots As Medical Assistants In COVID-19 Pandemic

4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

What makes Product Managers obsessed with CX platforms?

Suppose a customer wants to interact with a brand in today’s world. In that case, they can either visit a website, download the app, connect on social media, send an email or directly call them up — and these are just a few of the options available for brands and customers to connect.

Product managers understand that in such an environment — simple, omnichannel & integrated solutions, where a platform that can talk to customers and other tools in the CX suite — will win the attention of the time-pressed customer. Individual platforms that cater to only a part of the problem will only offer incomplete or broken CX. Hence every business needs its Product Managers to embed unified customer experiences in their core applications to capture a more significant share of the customer wallet and drive value instantly.

However, most enterprise software companies fail to build the same experience their customer expects. They often choose to use legacy engagement solutions or build such solutions in-house, but not only does it require expensive resources but is also fragmented & unable to cater to omnichannel needs. Moreover, legacy solutions often fail to meet modern, and upcoming customer needs since the adoption of newer technology is low. This problem gets further amplified with business growth as customer inquiries, needs, and touchpoints keep increasing, but the response time and the quality of responses are not scalable anymore. Its cascading impact on customer satisfaction and related ROI metrics is what drives the obsession for Product Managers.

What do Product Managers want from a CX platform?

In 2021, there are a gazillion CX platforms available, but Product Managers want solutions that can meet customer needs whenever they want, wherever they want, while driving the highest satisfaction. Thus leading to their inclination towards Conversational AI-driven CX platforms. The critical capabilities that make Conversational CX a perfect match for every Product Manager’s needs are –

• Cater to customer needs 24*7 all 365 days of the year
• Ability to build seamless and unified customer experience across multiple channels like Web, Mobile apps, Facebook messenger, WhatsApp, Google Business messages & others
• Naturally understand what the customer is looking for and provide personalized solutions instantly
• Automate repetitive customer requests to avoid the burden of time & efforts it would require from humans
• Drive actionable CX insights using comprehensive real-time dashboards across the customer experience canvas
• Build CX journeys independently with low-code solutions that need minimum efforts but drive the maximum ROI

Haptik is one of the world’s leading Conversational AI platforms, having reached over 100 mn devices and processed over 4 bn conversations. Trusted by global brands, Haptik is the go-to choice for Product managers obsessed with the goal of improving customer experience.

Experience the Power of Conversational AI-driven Customer Experience

Interested to explore more or want to try out a chatbot of your own?

Don’t forget to give us your 👏 !

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Why are Product Managers obsessed with CX platforms in 2021? was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Dialogflow chatbots for websites using Botcopy

Not all chatbots are created equal — but a Google Dialogflow and Botcopy stack can lead to a chatbot that checks all the boxes.

Chatbots have oft been overhyped in the past, and it’s important to separate the valid criticisms from the reflexive Luddite-isms. The fact is, big brands are saving piles of money and oceans of time by using intelligently deployed chatbots. A case in point is that Century 21, which recently increased lead generation while reducing the cost per lead, uses an intelligent bot on its website. Let’s take a look.

(But first, for a bit of context: at Botcopy we see a lot of bots. We like to think we know which ones work and which ones are nonsense. You might think from our name that we write copy for bots. We used to, but now we’re a SaaS that integrates Google AI bots into websites in a few clicks. We kept the name Botcopy, and we still see many bots and often help our SaaS customers smooth out the edges of their bot UX.)

Meet Mark Rollag, CEO of xtDirect, an outsourced global call center service for Century 21.

Century 21 is owned by Realogy, where the name of the game is getting leads for franchisees. Mark Rollag, CEO at xtDirect, had this to say:

“The results are amazing with this particular use case. Before launching a chatbot on the Century21.com site, we managed calls and live chats in the thousands. It’s a happy problem to have. But we were managing too many chats.”

Mark understood the problem — too many chats — and came up with a solution that instantaneously fields a request and creates that first touchpoint in a relationship.

“In my mind, it’s so simple. It’s a way to say, we’re glad you’re here.”

Once the user is engaged, the bot can adeptly find out what the user wants to do, gather the lead-generation info and forward it to the right broker nationwide, without human intervention. The value of this is obvious. Mark made some other happy discoveries along the way:

“The info we gathered can allow us to real-time adjust the marketing budget for the online ad spend, for example, who would have ever thought everybody would be moving from New York down to Florida? That’s the power of having this organized dataset being generated and stored by the bot. My agents don’t have to manually key in anything. The bot pulls the info needed and punches it through to the Google Sheet we use to organize the leads, which auto-sends to the right agent associated with the zip code.”

Trending Bot Articles:

1. How Conversational AI can Automate Customer Service

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The value of a lead

Mark explains that the value of a real estate lead is roughly one-third of the buy-side commission if you’re a licensed real estate agent, so basically, 1% of the house’s value is what a lead is worth.

“Leads are valuable, so we want to get the credit that we help generate the leads, and because customers are willingly entering their info, when the agent calls, the lead picks up because they don’t think it’s a robocall. So not only are we getting more leads, we’re getting better quality leads.”

A bot versus a form or live agent

One of the beautiful things about bots is users telling you whether they like the experience. Users will curse the bot out, tell it it’s stupid, we’ve seen it all. This kind of open data is marketing gold because once you have the transcripts showing where end users are getting frustrated, you can easily change the conversation flows to reduce those pain points. Soon your conversion rate is through the roof.

Mark explains:

“Many real estate companies, if they get a million site visits, they may capture two or three thousand leads. But we now know we can get 60%-70% conversion rates by adding the bot to the site and continually optimizing it after the reviewing the bot’s analytics.”

What makes a good bot?

The variables and use cases are endless, but here are a few guidelines:

We find that users are more likely to deal with a chatbot with a rich, custom front end, which can assist with a live chat handoff and has buttons, lists, carousels, videos, form components, and more. The Century 21 bot used a combination of buttons and forms, with natural language inputs and simple text responses, to personalize the conversation as much as possible. At the same time, we also keep it on “guard rails” with buttons that sort users into the proper conversational flows.

Moreover, good web bots should have a robust natural language understanding capability that lets users say or type questions.

And last but not least, the front-end web chat UI should look and feel branded and artistically tweaked to perfection, require no logins (unless you want it to), and meet the user on their terms.

If it can do all that, you have a killer automation machine on your hands that can radically cut costs and boost productivity.

With that part mastered, you can take it a step further with bots that can read the room, detect ref parameters and language browser settings, and know what page a user’s on so that the bot can say relevant things at the right time.

It can even authenticate users, access databases, and do high-value tasks previously reserved for humans only. A solid front end to your bot can help you cross the authentication divide.

What this means for you:

You can do something similar to Century 21 with our help. You can test our software with a free trial, or look into our Bot Launch Package, specially designed for enterprise team members in charge of spearheading bot projects. Visit Botcopy to get started, or watch the video to learn more.

More resources:

The $200 billion problem no one in AI wants to talk about.

Riot Games’ chatbot built on Google Cloud Dialogflow & Botcopy achieves a 14% deflection rate.

Don’t forget to give us your 👏 !

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New evidence Dialogflow website chatbots can be a critical part of your marketing mix. was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

A quick Google search can show you how expensive it is to train your staff. Onboarding alone has an average cost of $1886 per employee. This is before you add in hidden costs as well as the wage that is paid in this period where your employee isn’t working to their full potential. We invest in our workers with the hope that their time and effort will pay off. But each employee is unique in their own way. There is no guarantee that employees will develop in the way that we hope, contributing to the culture of the company, maintaining top standards in their careers or simply remaining in their jobs.

Employers will be all too aware of this. A recent study found that in the USA, millennials change jobs an average of four times in their first decade of working life. For Gen Xers — those born between 1965 and 1980 — one or two job changes during the same period has been shown to be more likely. It is costly to train and develop new workers. Retaining employees can save significant amounts of money for employers but the trick is understanding why they are leaving in the first place.

Millennials change jobs far more often than their parents did during the first 10 years of working life.

In order to showcase how an enterprise company could reduce employee turnover, our team grabbed a dataset containing information about IBM employees alongside a variable detailing whether the employee has left or remained in their jobs. Then, we set out to build a clustering model in order to discover sub-communities within the group of employees that left their jobs.

Our team wanted to uncover the different reasons why groups of employees left their jobs.

First, we uploaded the data to Graphext, a browser-based tool allowing people to conduct complex analytics without writing any code. Then, we built a project clustering employees using their characteristics as factors and the field specifying whether they remained in the company as the target variable. We found 3 distinct clusters of employees that left their jobs, each with different motivating factors.

From the perspective of a HR department, the primary aim would be to reduce the number of high performing employees that left the company. We used Graphext’s compare panel to distinguish which clusters featured employees with the highest scores for their previous evaluation and identified that we should focus on the green and orange clusters.

Similarities between employees in the green and orange clusters show that, despite strong evaluations and having worked in the company for 5 years, they are very unlikely to have been promoted.

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1. How Conversational AI can Automate Customer Service

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Employees in the green and orange clusters were good at their jobs but received low salaries and were not often promoted.

Using this finding, our team formed a hypothesis that the IBM HR department would be better offering a more competitive salary plan for these people if they wanted to keep their high performing employees. Without fully understanding more about the difference between these two communities, we could already assume that a lack of promotions and a low salary will increase the risk that people will leave your company.

Our team then used Graphext’s compare panel to uncover the defining differences between these two clusters. Satisfaction level was a significant variable here, with employees in the orange cluster seemingly sharing a low satisfaction level whilst employees in the green cluster enjoyed more job satisfaction.

Setting out to investigate why satisfaction level varied so greatly between the two clusters, our team found that employees in the orange cluster worked the most of all employees in the dataset (on average 250–300 hours every month). Although employees in the green cluster worked a lot, their monthly hours were more moderately balanced against the rest of the dataset. These findings led us to another hypothesis; that employees in the orange cluster leave IBM because they work a lot, don’t get promoted and receive low salaries.

Now, our team turned their attention to the green cluster, attempting to uncover the factors motivating these employees to leave their jobs. Employees in this community work only slightly less but are much happier. They seem to be able to handle stress as they still work on a number of projects but don’t have to work as much each month to do so. It’s possible that they are more efficient.

As we dove deeper into our analysis of this cluster, it became apparent that the majority of staff in this cluster are in sales. Since they are efficient workers and, as salespeople, should have strong business acumen, our team supposed that a potential workaround to prevent these employees from leaving their positions might involve moving them into management positions. Using this type of analytics, employers could identify candidates worthy of management consideration each year, guaranteeing that only hard-working, satisfied and loyal staff members were promoted and at the same time, reducing employee churn and recruitment costs.

Our team went on to develop a prediction model in order to further understand which factors were motivating employees to leave their jobs. Read more about it in this guide that we wrote on the topic: https://www.graphext.com/docs/predicting-employee-behaviour

If you want to try it for your employees, you can create a free account here: https://accounts.graphext.com/users/sign_up

Don’t forget to give us your 👏 !

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How Data Can Help You Keep Your Workers 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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Welcome to part 2 of our tutorial on multimodal conversation design. In part 1 we learned about the basics of multimodal design and its related inputs and outputs. Today we’ll dive into contextualized best practices, review a common use case and discuss what the future might hold for multimodal conversation design.

Contextual Design: Building Relevant and Customized Experiences

Context in multimodal conversation design is essential. We can’t just think in chat, or just think in voice, or visuals alone. We have to think about how they complement each other and which one best serves the user in any given moment. Where is the user? What are they trying to accomplish? These should be the main considerations when working with multimodal design.

Knowing where users are while they progress through different steps of their journey can reveal both pain points and opportunities in design. This is especially true if the user journey requires switching between devices. Careful review of the user journey helps with understanding the advantages of one modality over another at various points. This type of review should take into consideration the entire user experience from beginning to end and map how those interactions come to life using a combination of modalities.

Cultivating a sense of safety and security for users in their interactions is also crucial for driving engagement that leads to customer loyalty. A multimodal experience can help achieve this. Speaking aloud and receiving an audio response make voice-first interactions inherently more public. If a use case involves the need for users to share private or sensitive information, combining voice-first with displaying text and visual inputs might be more effective.

It’s vital to recognize that this is not a case of designing chat or voice-first and then simply layering on graphical elements. Best practice requires us to understand and prioritize what a user is trying to do and support that goal instead of pushing or even forcing them to engage with a product or preferred interface. Often this means playing a supportive role. It requires critical reflection and honesty about whether a brand is truly committed to creating the most frictionless interaction for a user or are justifications being made for inadvertently furthering frustrations. Which leads us to…

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1. How Conversational AI can Automate Customer Service

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4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

Multimodal Is More Than Flash

Multimodal conversation design is intended to combine multiple inputs and outputs to improve a user’s experience. Designers make life easier for users by incorporating and automating actions through different modalities. If there was only one modality mechanism, it would negatively affect the user experience and the design would “fail” in the mind of the user.

That said, when everything in a design competes for your attention, nothing wins. Too many elements in a user’s journey can actually push the feel of the UX into the gimmicky territory. In multimodal conversation design, where the audible, visible, and tactile compete for attention, it’s less straightforward. Each modality has its advantages. The key lies in emphasizing one at a time.

Each element must be intentional. It should have a purpose, not just flash. It’s not just about what’s available, it’s about whether what’s available is even relevant or appropriate. If users are distracted by an element, they’re not concentrating on the intended user journey. Intentionally designed experiences work, while others can immediately come off as overwhelming. There’s an art to bringing together visuals and audio to create seamless communications.

Well-thought-out multimodal conversation design also prioritizes accessibility. The power of a multimodal experience should not be underestimated. It can reduce difficulties, improve independence, and include more people in the conversation. This is why it’s critical to ask the right questions at the beginning of the design process to determine if any users are being excluded from the product. Can all users of a multimodal journey complete a task or get from A to B without major roadblocks? Answering these questions will help demonstrate that a brand cares about the needs of all of its users.

1. User verbally asks their smart display for a recipe.
2. Smart display verbalizes that it can help and provides visual recipe results.
3. User manually scrolls through options on the smart display, taps for more details, and reads the recipe.
4. User verbally updates the voice assistant’s shopping list for recipe ingredients.
5. Smart display verbally and visually confirms the shopping list update.
6. While driving to the store, the user remembers something else they need, uses an in-car smart assistant to verbally make an addition to their shopping list.
7. At the grocery store, a user doesn’t want to disturb others, so they use the mobile app’s GUI to read their shopping list, tapping to check-off items as they go.
8. Back at home, the smart display remembers the selected recipe and both verbally and visually explains the recipe steps.
9. With their hands busy and messy, the user can verbally ask the smart display to repeat a step, set a timer, play music, etc

Multimodal Conversation Design: A Not So Simple Use Case

Let’s walk through a simple example of how multimodal design can improve a user’s experience for something like making a recipe. While it may seem simple on the surface, it involves multiple visual, audio, and touch interactions, sometimes simultaneously.

Think of the roadblocks this same user would experience through a rigidly audio or visual-only interface. Where might frustration arise without the ability to obtain or convey information within the most context-informed modality?

How Multimodal Design Will Impact the Future of Customer Interactions

AI’s predictive abilities will continue to evolve through a variety of methods, from physical recognition cues to automatically checking schedules and drawing conclusions. Vocal and physical biomarkers will also provide additional context for the best modality. We’re already seeing this in how smartwatches use biometric information for communication.

In Q1 2021, smart displays comprised 38% of worldwide smart speaker sales. Although screenless smart speakers lead the market for voice-enabled devices, the popularity of smart displays is quickly climbing. Amazon is tapping into this opportunity by building a large Echo Show to mount on the wall. Verizon recently announced it’s entering the market with its own smart display. As these devices make headway, companies must determine how these displays integrate with both their core services and broader smart home plans to provide users the best multimodal experience.

As discussed, multimodal design is inherently human-centric. Many are convinced that the next step to bring a more human-like experience to chat and voice is the inclusion of a virtual human experience. With a combination of three-dimensional bodies, expressive faces, and natural language understanding, virtual humans stand to progress multimodal design and continue shrinking the gap between human and technological interactions.

Multimodal Design: Excellent Branding Opportunities

As experiences become more interactive and multimodal they will become more shareable in the design and product world. This means big opportunities for brands’ conversational experiences to get the customer and industry attention they deserve as they become more consumable for broader audiences. In turn, customers will come to expect multimodal interactions wherever they experience conversation design.

With this in mind, a design team’s skill sets will need to expand as it’s no longer solely about designing for one modality; it’s about designing for multimodal functionality and experience. This means determining how the visual interface interacts with the context provided by text and speech interfaces, as well as how these different forms of interaction harmonize with one another.

Ultimately, multimodal design’s purpose is to contextualize and offer up options to provide users with the best interaction for the moment they’re in. Having easily navigated an experience, customers should walk away satisfied with both the specific interaction and the overall brand. And when it comes down to it, hasn’t that always been the objective?

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Contact one of our experts to discuss how we can help you and your business!

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Multimodal Conversation Design Tutorial (Part 2): Best Practices, Use Cases and Future Outlook was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.