Chatbots are artificial intelligence systems that interact with the user through text or voice messages, and are used by companies to answer customers’ questions, to provide customer support and to perform sales.
This technology allows brands to have services available 24 hours a day, 7 days a week, in an era where consumers demand speed and availability from businesses. In this way, companies that adopt this technology gain a competitive advantage.
At first, Chatbots were basically scripts that gave consumers predefined answers, and they felt that they were clearly talking to a robot. With the advancement of artificial technology and machine learning, scripts lag behind and the interaction becomes more satisfying. With good artificial intelligence, Chatbots can identify customers’ intentions.
Making Chatbot more humane is one of the current trends. The goal is to make their voice more human, as well as make them respond in a more fluid and organic way, improving customers’ confidence.
In addition to interacting with customers, asking questions and offering more information about products and services, one of the new features will be the use of chatbots to make payments. In this way, consumers will be able to complete the purchase without leaving the conversation.
Another role to be identified is that chatbots, when in contact with thousands of consumers, “learn” to recognize different types of customers, according to their tastes and preferences. With this, it’s possible through data analysis, to offer solutions and services more suitable to the consumer.