Blog Post

Chatbots Helping Business

  • By Joe Wozny
  • 16 May, 2017

An Inventive Part of the Digital Horizon

Chatbots. We’ve all heard of them. But if you are like most busy people, we’ve given little thought to them. According to Microsoft’s CEO Satya Nadella “Bots are the new Apps”. And cases for where bots are starting to be used “effectively” to make online interactions easier for customers, are appearing.

For example, Uber uses chatbots on Facebook Messenger that let you request a cab and to provide cab status updates. Pizza Hut uses bots to help you order, connect to your account so you can review your order history and to make pizza suggestions. Bank of America uses chatbots for real time alerts, plus suggestions on savings and payment habits.

Chatbox screen shot example
Example of a Chatbot used for Banking

Building Your Own Chatbot

Chatbots could provide the opportunity to make your business “better”. And just like any other digital development project you should state what you wish to achieve together with the business reasoning before you begin.

Often a narrow focus of what you want your chatbot to do well, will assist with success. Since it is a different form of Conversational User Interface you need to ensure that you bot is deployed in the right context and for the right situations/opportunities. 

Developing a scope document and specification will help you assess the best resources to select for building your chatbot (there are plenty of resources available and you could waste time without a plan).

A good place to start defining how your chatbot should work is to use other chatbots to see what features you like and dislike. Apps such as Botframe, ChatfuelBotsify, and OnSequel can assist you with creating live and screenshot editions of a prototype to test if your bot idea is sound.

Insights Tips and Advice

  • Chatbots can be a great way to answer common questions and free up customer service agent time. Chatbots can’t replicate the spontaneity and ingenuity of human interaction, but they can be fun for your customers.
  • The sophistication of a chatbot depends on the quality of the scope of pre-determined answers and keywords that are compiled. Chatbots can use machine learning to get smarter with more intereactions. You can integrate your chatbot with your brand’s app or eCommerce platform 
  • Even though chatbots create human-like responses, always build in ways to get in touch with a human

Bottom Line: Chatbots are set to become an inventive part of the digital horizon. Six ways chatbots succeeding for brands.   Read the Article

Joe is a digital thought leader, strategist, author, blogger and CEO of Concentric. Read more about Joe on this site and   joewozny.com
By Joe Wozny 09 Dec, 2021
A growing portion of your customers have moved away from traditional sources of expertise and turned to the web as a vehicle of verification. They trust peers more and look to the recommendations, reviews, and experiences of fellow shoppers to establish trust in a brand.
By Alex Wozny 09 Dec, 2021
Advertisers may see more mobile impressions and a lower CTR on Search, Shopping, and Local Ads. Organic search may be deprecated. Google MyBusiness co-location with ads becomes more important.
By Joe Wozny 09 Dec, 2021
It’s safe to say that COVID-19 has changed the way we live our daily lives, for now. It’s also changed our perception of risk and vulnerability. And it’s certainly changed the way we and your customers shop.
By Cheryl Kenny 09 Dec, 2021
Many people say their perception of a company changes when they notice that there are grammar mistakes on their digital products, according to recent research from Tidio.
By Concentric Team 09 Dec, 2021
Updates on Ad Technology and Platform changes that effect your business.
By Joe Wozny 14 May, 2021
Finding Collaboration in digitalroadmap® strategies that create value and revenue for your business
By Joe Wozny 14 May, 2021
Video advertising adoption continues to grow. Shorter video ads now perform on par with long promotions in terms of effectiveness for brand lift and purchase intent. Short video services have driven this change together with consumer trust and preference in video.
By Alex Wozny 13 May, 2021
Learn about categories of keywords, the types of intent and conversion volumes you can expect, as well as suggestions of where/how to use the keywords.
By Cheryl Kenny 13 May, 2021
Google’s new page experience ranking factor can be the tiebreaker between sites with similar reputable content. It’s also a ranking factor that can allow “small” sites to compete against larger brands.
By Joe Wozny 13 May, 2021
Learn about the “ins and outs” of Google Shopping and Merchant Accounts. Understand about the ROI opportunity for your business and the foundation you need to achieve it.
Show More
Share by: