With the rapid growth of artificial intelligence (AI) technology over the last decade, chatbot deployment has exploded across the internet, social media platforms, and enterprise resource planning (ERP) software.
Thanks to machine learning, chatbots have gotten so good at what they do that they’re now capable of managing the vast majority of first- and second-level customer interactions.
That means enterprise businesses can finally provide consistent, high-quality customer service that meets the end user in their exact time and place of need across a variety of access points without breaking the bank on 24-hour call centers. This empowers organizations to pare down to a leaner, more profitable version of themselves, while still retaining their best and most impactful professionals and freeing up time for them to focus on complex or especially impactful work.
In this way, chatbots are one of best market-ready, return-on-investment driving applications of artificial intelligence available for enterprise clients.
Examples of Online Chatbots
If you’re having trouble visualizing what a chatbot looks like, here are some examples you might be familiar with from your daily life!
Have you ever had the experience of a tiny chat window popping up in the corner of the screen while you were clicking around a new business website? That was an invitation to engage with a chatbot!
Over the last few years, the use of online chatbot AI for lead nurturing and visitor navigation has expanded dramatically. These chatbots keep potential customers from falling through the cracks by providing them an alternate method of access to the content, service, or product information they need without having to be a pro at navigating the site. In the era of text messaging, the chat-based interface is more engaging and natural for many users than mouse-based clicking.
For existing customers, chatbots offer that personal-feeling post-purchase experience that only used to be possible with a massive team of human assets. Using a chatbot, customers can connect with repair, service, or warranty information, troubleshooting videos, and a wealth of resources to promote lasting satisfaction and a buzzworthy experience.
Social Media Chatbots
Have you ever gotten an immediate response asking you to complete a survey after you reported a less-than-satisfying experience at your favorite fast food restaurant on Twitter? That was a social media chatbot whose job is to promote positive dialogue with customers and demonstrate their brand’s attentiveness to customer needs.
Other social media chatbots can help users connect with weather or traffic information, recommend content based on posts they’ve already liked, or link them out to other sites for deals or news they might be interested in.
On social media, a chatbot’s goal is typically to provide a lively, response experience for leads and customers, meeting them in the digital space at exactly the moment they are thinking about or considering a brand in order to capitalize on that key moment and build a memorable, positive experience.