What is a Chatbot?
A chatbot is a coded software program that engages with a customer visiting your platform, while acting as a real human that can answer customer support questions. Depending on the complexity of questions being asked, a chatbot can respond with simple one-line responses, or get as sophisticated as having entire conversations and personalizing the responses based on the customer’s demographics, needs and wants.
Chances are you have probably interacted with a chatbot even if it wasn’t apparent at the time. For example, ordering food from an app service such as GrubHub or Doordash and needing to communicate with the delivery person via chat on where to deliver your food. Or when you have been researching a hotel to stay at on a trip, and a little window on the bottom right screen pops up asking you if you need assistance via chat. These are just two of many examples where users engage with a chatbot.
How Do Chatbots Work?
Modern chatbots such as Plum Chat use conversational AI technology and natural language processing (NLP) to help their AI software learn to recognize customers sentence structures, collect customer data and interpret the information received to continuously improve itself on your platform. There are two types of chatbots:
This type of chatbot is task oriented, easy to use, can answer simple questions while providing automated responses, but is limited in the extent of engagement they can have. Task-oriented chatbots are great for performing tasks such as taking/receiving credit card information, making hotel reservations or giving your store hours to a customer inquiring about when you open.
Conversational AI Chatbots
AI Chatbots are much more complex when compared to task-oriented chatbots. Mentioned above, more sophisticated chatbots use conversational AI and NLP (natural language processing) understanding software to continuously learn and improve. Based on the user engaging with these types of chatbots the conversational AI is able to deploy, and personally engage with the user in a detailed manner.
Plum Chat for Your Business and Customers
Plum Chat helps your business lower operating and labor costs by automating the mundane and repetitive tasks employees perform daily in customer support. It provides customers with a self-service option to help themselves so you can focus on other important business tasks. Studies are also showing that 63% of customers prefer messaging with businesses via chat if possible.
Plum Chat Use Cases
Using conversational AI bots and data collection software from Plum Voice a business can process chat data, and intelligently communicate back. Ultimately, optimizing future user experience, enhancing customer support and increasing revenue.
Below are just a few examples of how Plum Chat can help automate your customer support:
- Answering Frequently Asked Questions
- Appointment Setting
- Making Reservations
- Resetting a Password
- Reviewing an Order
- Processing a payment
- Digital Fulfillment
- Conversational Commerce
- Deliver Rich Media
- Customer Self Healing
- Customer Self Service
AI Chatbots for Better Customer Service
With chatbots such as Plum Chat you can completely automate your customer support communications. With Plum Chat you can increase your customer support methods as a chat bot is available 24 hours a day – seven days a week all year long.
Provide Accurate Information Consistently
It’s common for customers to contact customer service multiple times, and often information or the process of obtaining that information is skewed from one instance to the next. With chatbots you can assure that the correct information is provided each time it engages with a customer no matter the need.
If you’re dealing with a high number of customers or inquiries such as prescriptions updates at a hospital – then having personalization for customers is important and meaningful. With the data collected from Plum Chat you can personalize responses to users or frequently asked questions.
Just as our Plum Fuse IVR system is capable of providing multilingual options for our voice solutions, Plum Chat also has this option. With our world becoming more diverse and connected we’ve created our software to build the bridge for numerous language barriers.
Plum ChatBot Experts
Expert technical support is included with any Plum Voice subscription. We offer 24/7 technical support for troubleshooting broken production level applications and more. Contact a Plum Chat expert today!