A Bot is a software that performs automated tasks. An instinctive definition of Bot would be that it is a software that can have a conversation with humans. The user asks bot a question or gives instruction and the bot responds to it in an appropriate programmed manner.
An example would help you understand better. Imagine you post a question about the availability of a room in Hyatt, you would immediately receive a response or reply giving you information about the availability of room and its price.
Booking a room isn’t the only thing that bots can be used for:
- Weather Bot: Get the weather forecasts whenever you ask.
- Grocery bot: Help choose and order groceries for you.
- News Bot: Tells you whenever something interesting happens.
- Life advice bot: Share your problems and get them solved.
- Personal finance bot: Helps you manage your money.
The bot looks cool and all but why do you think people put ins their so much time and energy on something that is just cool. It’s a lot more than just being cool. It’s because the messenger apps are being used more than social networks.
According to a survey of 1,000 U.S. consumers conducted by Aspect, 49% of consumers prefer to conduct all their customer service interactions via text, chat, or messaging.
They are becoming the first point of contact between customers by providing instant assistance, buying advice, and resolving common issues. 8 % percent of consumers have a positive perception of Chatbots, whereas only 11% percent have a negative perception of Chatbots. The remaining 51% are still not sure about what Chatbots are.
So, Chatbots are becoming increasingly famous and also being accepted by customers due to the fact that they add a ‘Human’ touch to the websites that are all salesy.
People are not really sure if they are talking to a robot or a real person and they really don’t care unless their problems are being solved in an easy and effective way and in time.
61% of consumers believe Chatbots will stay in customer service. A survey also says that compared to 4 big social media platforms people spend more time on messaging platforms.
Chatbots are also known as Conversational Agents. Conversational agents are becoming much more common partly due to the fact that barriers to entry in creating Chatbots like knowing some kind of programming language and technical skills are becoming increasingly unnecessary.
Today, you can make your own Chatbot that you can use in Facebook Messenger, even without any kind of pricey Computer Science degree or even a coding experience – and there are several sites that offer the ability to create basic and elementary Chatbots using simple drag-and-drop interfaces.
So it would be safe to say that the Chatbot technology is the next big thing in customer service and e-commerce industry.