Chat revolution or as bots considerably change business TADetails

What represents the chat-bot?

The chat-bot is the computer program intended for automation of communication, communication. It can support dialog with the person, using sensing technologies of the speech or working on in advance configured scenarios "question-answer option". As main "habitat" for chat-bots serve messengers (Viber, Facebook Messenger, Telegram) and web chats on the websites.

The term "Chat-bot" appeared in 1994. 20 years that this technologies became a trend were required. As of 2017 there are many various bots. For example, with the chat-bot it is possible to play a chess set or just to chat, order delivery of food to the house or coffee in office and also to call the taxi. Bots which can help to select a tour are known, to book plane tickets or the train. Gain popularity and the training chat-bots using which it is possible to complete a training course, having studied required materials and having successfully passed the test.

In what advantage of chat-bots for business?

Chat-bots can be used effectively practically in all spheres of business: since online stores, finishing banks and insurance companies. The main scope of application — technical support service when the client has a standard question.

As a rule, large business uses corporate call center for implementation of information support of clients. Unfortunately, the working day of non-management employees is limited while the need for the help at the client can appear at any time, whether it be late evening or day off.

The chat-bot does not know fatigue and never sleeps — the client can receive the answer to the question interesting him at any time from an every spot on the globe where there is a connection to the Internet. Instead of calling in call center (it is frequent in roaming) or to write a request by email, it is possible to address in the messenger the chat-bot which will instantly respond to the request, proceeding from in advance prepared answer options. If there is no suitable answer in the scenario of a bot, then it will transfer the client to communication with the duty operator.

Whether only the bot helps with customer service?

The second most popular scope of chat-bots — process automation of a back office. The chat-bot will simplify and will accelerate communications between employees in the company.

At accomplishment of routine routine tasks in a workplace we often face a problem of rather high level of bureaucracy. In many large companies hundreds and thousands of man-hours are annually spent only for processing requests of employees.

For example, to learn about the remained vacation days, about the status of request on repair of the printer or about date of renewal of the contract, the worker still should send the written request and an indefinite amount of time to expect the answer while the company will pay work of other employee who will respond to this request.

By and large, chat-bots can be used in any fields of activity in which communications can be described an algorithm. It can be control of execution of instructions, registration of participants of advertizing games, authentication of clients on the website or reminders on record to the doctor.

In addition to convenience, such method of customer interaction and the employees has one more valuable property. Modern platforms for creation of chat-bots allow to save the history of each dialog. In other words, the companies will have archive with all questions and answers on each chat.

Similar information will allow to analyze on the basis of digital indicators structure of communications in different cuts. There will be an opportunity to see the ratings of the most popular subjects of addresses, lists of the most active clients or the most demanded goods or services. Besides, chat-bots can be used for holding polls of clients and charges of assessment by satisfaction with the received services.

Whether will replace chat-bots of employees?

There are all bases to expect that regarding linear personnel in many industries chat-bots will make the serious competition to low-skilled employees. Whatever such employee had a low rate, the chat-bot will cost all the same less than its annual wage therefore many owners of business will become in chat-bots seriously interested and for a long time.

In comparison with the normal call center operator, the chat-bot alone can service tens and hundreds of clients at the same time. He works round the clock, does not make mistakes if it is correct to configure or train it. The chat-bot will never leave on hospital, it does not need a holiday, and the most important — he does not need to pay salary.

At the same time, at all originality of the idea of substitution of the person robots, in chat-bots it is worth seeing not only an alternative to workers, but also the assistant. Chat-bots will save the staff of technical support from work with primitive requests thanks to what these employees will have an opportunity to develop at the expense of the solution of more difficult cases. Sellers will be able easier to implement plans, working the leads registered by a bot at the weekend. Administrators of restaurants will face less the angry clients who were tired to dial to transfer table armor time.

How will it influence your company?

Everything says that in the nearest future chat-bots will considerably affect many usual spheres of relationship of the companies and clients. And in this case it is not about far America and not about the next decade. It is about 2017-2018 and about each company which has at least one hundred employees or one thousand clients.

For fast penetration of chat-bots into business processes of the companies there are three premises:

• Technologies are ready. There are communication channels (messengers, web chats on the websites), there are programs for creation of chat-bots without the aid of a program code. The chat-bot communication can be implemented in a week.

• Clients are ready. Children about whom it was written in articles about generation Y grew up and turned into entrepreneurs, into the staff of the companies or just consumers. And they at this transformation saved the habit to communicate in messengers, without voice. Those businesses which the first will offer such clients forms of communications, usual for them, can expect growth of a market share.

• It is profitable. Investments into chat-bots promise to become the most profitable. At the average cost of the qualitative chat-bot return can be measured in €2-3 thousand many times by big digits. For example, chat-bots will help to avoid hiring of additional call center operators, to receive new leads from the clients who addressed at night, or is banal to avoid penalties for the missed annual instructing of employees in the security regulation and labor protection. Heads of the big companies understand at once about what amounts there is a speech.

Summarizing, it is worth noticing that time for implementation of new technologies already came. It is also senseless to argue with it, as well as with the fact that at most of your employees and clients at least two messengers are installed in smartphones. Everything of what it is worth thinking, so it of the one to whom they will write in the messengers: to you or your competitors?