• Kowshika Ravichandran


Pandemic paved the way for the development of every department, including customer service. According to industry experts, companies that focus on customer experience make up to 80% more profit than others. However, the challenge we face is resourcing people during this pandemic. This is where chatbots come in handy.

What exactly is a chatbot?

The chatbot market is expected to be worth $102.29 billion by 2026.

Chatbots, also known as "chatterboxes," are software applications that are created with programming languages and artificial intelligence. Because they mimic human assistance, chatbots increase customer engagement. However, not all are powered by true artificial intelligence. After certain levels of quest where the AI is different, the chatbots cannot learn, adapt, or respond. The less accurate the answer becomes as the query becomes more complex. As a result of their ability to perform dynamic prototyping, most chatbots are written in the Lisp programming language.

How does a chatbot function?

In 2018, a chatbot called Blue-Bot sent over 2 million messages to 500,000 customers.

This level of customer engagement necessitates the careful design of chatbots. A prototype can be built in a variety of ways.

  • Determine the purpose of your chatbot so that it can serve your customers effectively.

  • Choose and configure your chatbot's position, whether it's on your website or on social media.

  • Choose a platform for creating chatbots, such as the AI framework or chatbot platforms.

  • For the initial conversation, create simple ones such as instant replies.

  • Check to see if your chatbot is serving its intended purpose.

  • Feed your chatbot the information it needs to provide reliable customer service.

  • Don't forget to get feedback from your customers on your chatbot.

  • Maintain a close eye on your chatbot's analytics in order to provide better service in the future.

How It Has Changed Workflow and Customer Service in the 21st Century

The best feature of chatbots, according to 64% of internet users, is their availability 24 hours a day, seven days a week.

The chatbots' most significant advantage is their quick and engaging service. It aids in the identification of valuable leads for your business. It creates a more engaging environment for your customers. Chatbots aid in the legal collection of data about your customers, which can then be used for marketing purposes in the future. A/B testing allows chatbots to make quick decisions based on customer input. The chatbot comes at a high financial and time cost in any industry.

The Future of Chatbots

Chatbots are preferred by 34% of people over human interfaces.

More advancements are required to ensure the success of chatbots. Understanding natural language computer use, being unable to personalize messages, communication misunderstandings, the need for constant maintenance, and limited functionality are some of the current drawbacks that chatbots face. However, rising demand and evolving technology ensure that chatbots will outperform expectations and take the place of primary customer service in the future.

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