A chatbot is a tool that automates conversations between companies and customers. While there are different types of bots, Artificial Intelligence has advanced enough that, rather than virtual agents that offer links, they are tools capable of transmitting the characteristics of a brand and answering queries in an empathetic way, just as a human being would.
According to Zendesk’s CX Trends 2024 Report , 72% of CX leaders believe the bots they employ should be an extension of their brand identity, reflecting their values and voice.
They are also expected to be highly efficient. The results of a research conducted by Stanford University and the Massachusetts Institute of Technology demonstrated the favorable effects of a conversational AI assistant used by 5,200 support agents in different countries:
The tool increased agent productivity by 14%;
Assisted interactions had higher NPS;
Monthly agent turnover decreased by 9%.
If you want to know how chatbots work , what users’ expectations are when using them, and how CX leaders prepare for these challenges, read on!
Summary
Virtual assistants, whether based on japan telegram Artificial Intelligence or not, serve to provide faster and more personalized responses to customers and increase the availability of the support team.
A chatbot platform is the tools and resources where developers create, deploy, and manage chatbots.
The main advantages of these tools are: agility and efficiency, customization and greater support offering.
To work, a bot receives or initiates a conversation, processes the message using NLP (Natural Language Processing) to analyze and understand the user's message, and responds based on the information received in the interaction — with predefined rules or through machine learning.
Bots send responses in text, image, video, audio or link format