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Chatbots have gradually become an indispensable component of the modern business ecosystem, and good writing is absolutely imperative in a well-designed conversational interface.

Communicating in dialogues is a much more accessible and straightforward way of delivering information to a customer because they receive exclusively useful and meaningful information that they’ve inquired for, and creating positive customer experiences results in turning your prospects into loyal clientele.

However, the linguistic design of such dialogues is a fairly complex task. You need to tap into the peculiarities of user experience writing and at the same time have a creative, almost unusual approach to writing the text for the chatbots, since you need to create a warm and memorable experience  

In this article, we’ve compiled a set of essential things you need to look into when attempting to write dialogues for conversational user interfaces. Let’s dive right in, shall we?

Ensure a natural flow

While wording your dialogue is critical, the conceptual roadmap of the communication with the chatbot is crucial too. It doesn’t matter how well you’ve penned the robot’s responses, a poorly structured interaction will make the experience feel uncanny and frustrating.  

In order to establish a natural flow of user/bot interaction, we need to establish the set of things that your customers might want to achieve by using the bot. Once you’ve looked into the entire spectrum of possibilities, you need to create a seamless and intuitive set of steps, in order to help the customer receive all the data they need and minimise the friction in their interaction with the interface.

A bot isn’t just a bot

Bots need a personality. It’s not a crucial component, it can work perfectly without one. However, a bot persona will be incredibly beneficial for the customers’ experience.

Think of a bot persona as you would create a marketing persona. Write down a set of central characteristics, fears, interests, and so forth.

Once you’ve established the bot’s character traits, take some time to figure out the way it uses language. A bot can be anyone — a hearty Southern man with a thick accent, using expressions like “Beg your pardon,” or “y’all,” or just a tech-savvy millennial lady that uses lots of netspeak. The choice is yours, but it should be a persona that’s relatable to your clientele.

If you feel that experimenting with some more youthful and colourful language is appropriate, don’t hesitate to mix some emojis, gifs, maybe some light slang in your dialogues. What’s also important — edit your text rigorously! Ensuring high-quality copy from an orthographical and stylistic standpoint is essential, and failing to do so will pretty much undermine your efforts and have an adverse effect on the customer experience.

There are also a few companies that can consult you on topics of regional linguistic peculiarities. For instance, at Studicus.com, you can always consult specialised writers or even localisation professionals to ensure a more natural conversational manner.

A few words on structuring data and dialogues

While we have touched on the importance of flow, it’s essential to stress that conversational interfaces need to provide for a simple and straightforward way of collecting data.  

When structuring dialogues, we need to simplify the way our customers will be inserting their data. It’s probably best if the bot asked questions that compel users to give straightforward answers, in order to eliminate any possible ambiguity. It would be even better if your bot offered a limited number of options so that your customers can choose from them.

Yet at the same time, this granular approach doesn’t really work all the time, especially in cases where your products or services demand many specifications.

Imagine that you run a retail store and you’re looking to facilitate the way your customers will be shopping for clothes. Instead of programming the user/bot interaction in the following manner: 1) Men’s, 2) shoes, 3) sports, 4) white, 5) size 11, and 6) under $100. It’s best to simply ask the user what they’re looking for and then calibrate with one or two follow-up questions.

Here’s an example of how this could work:

A: What are you looking for?

B: Men’s sports shoes

A: Great! What size and color?

B: 11 white

A: What’s the most you’re looking to pay?

B 100$

Additionally, it’s always a good idea to utilize relevant emojis and animation. However, as we mentioned previously, only if it aligns with your brand.

Let the bots adapt to the environs

There is an important aspect when creating bot dialogues that regards its consistency with the platform you’re integrating it in. Every platform has its peculiarities and small details. These features make a bot different from the rest. It’s essential that you bot takes advantage of them.

Since one of our primary focus points when designing the way a conversational user interface will interact with your clientele, the experience must seem authentic. It must feel like this bot is part and parcel of, say, Messenger or any other platform of choice.

For example, some platforms or IM’s like Telegram and Facebook Messenger let you share locations. This can be helpful when your potential customers might be looking for your brick and mortar store. Some allow you to use gifs and animated emoji’s.

Whatever feels natural to a particular environment should be part of the functionality of your bot. It infers that you probably shouldn’t merely clone your bots for multiple platforms.

Conclusion

When writing dialogues for your conversational user interface, you need to take care of a host of essential aspects. Here we list down a few aspects that will help you in getting started.

First off, your bot’s flow must be natural. It should resemble the way a typical person would interact with another one. It’s essential to avoid making it uncanny, but rather ensure a seamless experience.

Secondly, bots need a personality. Part of making the interface feel natural is about adding some character to the way it communicates.

Thirdly, simplify the dialogues. Don’t make them unnecessarily long.

And last, but not least — take advantage of the peculiarities of the platform you’re running your bots on.

Good luck!

BIO:

Adriana Veasey is a seasoned writer, editor, and regular contributor at WoWGrade.net. She combines her passion for writing with her interest in research. Also, she creates thought-provoking content in various fields, ranging from social media to modern tech trends.

The post On Writing Dialogues for Conversational User Interfaces appeared first on Engati Blog.

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Introduction

Chatbots are gaining fast traction in healthcare for their efficient and cost-effective disposition. Healthcare providers are able to reach out to a much larger patient-base. Patients, on the other hand, are better able to connect with healthcare providers through their smartphones and computers. Moreover, access to healthcare is becoming more and more copious as well as personalised. And why not? Patients are mostly anxious or despondent. More than medicines or surgeries they need assurance that they are trusting the right healthcare institution. As a result, chatbots are becoming increasingly popular to attract, engage and manage patients and bring an organised structure to the patient-journey.

Benefits of a healthcare chatbot Automated appointment scheduling

Research shows that patients spend nearly ½ an hour trying to find the right healthcare service nearby. On top of that, nurses spend another 24 hours to connect these patients with the right doctor. Investing time on looking for the right service is not quite an issue, however, what if there’s an emergency and the patient is looking for urgent help?

Thanks to technology, patients can now schedule online appointments and book a slot that is most convenient for them. Chatbots, therefore, facilitate a conversational pathway. It is easier for patients to find the right healthcare service and healthcare providers are able to connect patients with suitable doctors much faster.

Rescheduling and follow-ups

At times due to unforeseen reasons patients aren’t able to meet their scheduled appointment and as a result, have to reschedule. When they have access to a healthcare chatbot, they’d be able to review other free slots that are available and inform the healthcare service about the same due in advance.

On the other hand in case the doctor is unavailable or has to attend to another urgent case, patients would know about it beforehand. This saves travel time, in case the patient is travelling from far.

Moreover, a healthcare chatbot will automatically notify patients whenever there is a follow-up appointment with the doctor, who can confirm online if he/she will be available for the same. As mentioned earlier as well, chatbots will create a convenient pathway for both doctors and patients to connect and discuss important healthcare details.

Check for symptoms

In case of an emergency, it’s important that a patient is directly brought to the hospital. However, if the situation isn’t as extreme then it might consume too much time if the patient travels all the way to the hospital or clinic. This is where chatbots come in the picture and save valuable time.

Patients can easily check for symptoms on a healthcare chatbot and measure the severity of the situation. Further, the chatbot will remember individual patient details. So, they don’t have to enter the same information every time they want to get an update.

Moreover, if the chatbot knows the details of the duration of medication then it can share push notifications.

Coverage and claims

Whether patients want to check their existing coverage, file for claims or track the status of a claim, chatbots will provide them with an easy gateway to find relevant information. Similarly, doctors will have easy access to patient information as well as queries. So, it is convenient for them to pre-authorise billing payments and other requests coming from patients or healthcare authorities.

Conversational AI technology is the way to go and healthcare chatbots will only make coverage and claims management more efficient.

Conclusion

Chatbots are going to engage patients better than any human ever can. It’s not like humans aren’t meant to engage other humans. But why should they when they’re meant to execute tasks that are more productive and thought-provoking? Chatbots are smart, intelligent, conversational, and are even becoming empathetic towards users. They can easily replace human labor with automation. Therefore, more and more healthcare sectors are trusting chatbot technology to create more personalised patient-journey and that’s exactly what Engati is helping healthcare industries with.

For more on healthcare chatbots and automation technology, please visit Engati!

Read our blog on Real Estate chatbots

The post How Are Chatbots Bringing Personalised Innovation To Healthcare? appeared first on Engati Blog.

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Introduction to Real Estate Chatbots

Yes, we know you are wondering what is the connection between real-estate and chatbots? Let us start from the beginning, shall we? Once upon a time, there were no chatbots, but then they were invented, they come from a very humble beginning. It’s an origin story for another day, let’s talk about how they are doing today.

Chatbots have been around for a long time now, more than 68 years to be precise! They have gotten considerably smarter during this time. Not to forget, they remember literally everything they learn over time.

The Current scenario

The beginning of unrestricted access to the Internet globally, kicked off the age of chatbot and we have been trying to extend their reach and utility ever since. With an estimated ten-fold rise in chatbot interactions within the retail sector by 2023, we are looking at drastic migration to automation for interaction. Meanwhile, the growth in the fields of Machine Learning, Artificial Intelligence and Natural Language Processing assures us that the chatbots of the future are here now.

Future of Chatbots

Chatbots are now disrupting the traditional norms in major industries and proving without a doubt, they are here to stay. Chatbots can be very helpful for all industries and make processes more efficient. A future with more robotic involvement now seems possible, plausible and almost inevitable. In other words, billions of dollars are being invested in developing chatbot with more human-like conversational capabilities. Customer Service Representatives can be soon a job title associated with chatbots across various industries.

Real Estate Industry and Chatbots

In the real-estate industry, customer service is a cornerstone. We anticipate a great deal of development and inclusion of chatbot technology in this industry in the near future. Nearly 44% of people looking to buy a property start their search on the internet and almost 95% of people turn to the internet for information at some point during their buy.

Employability of chatbots in  the real-estate sector

Employing chatbots for lead generation and following up on the generated leads is the smart way to move ahead. Considering the fact that it is the age of the millennials, they will make up the majority of real-estate customer base in the days to come, if not already. Certainly, most millennials are more comfortable conversing with a chatbot at a time of their convenience rather than wait for a human representative.

Lead generation and follow-up

With the recent developments in cross platform technologies, real-estate sector stands to benefit most from employing chatbots. Apart from being able to follow up over a plethora of platforms, chatbots can offer great features for the convenience of customers.

Starting with collecting contact information to intimate about new sales to interested customers, the chatbot can follow up and schedule appointments for visits to the property.

Enhanced Engagement

Chatbots can also share pictures or walk-throughs as per the client’s requirements. Even 360 degree views wherever available, can be shared with clients. Chatbots can also provide options, on demand, which are relevant for the same client. There are also things like continued conversation features which will allow for context building with each interaction when you interact with a chatbot. The chatbot can also provide information regarding mortgage and compare rates from different providers. Additionally, chatbots can remind you of any payments that are due by keeping track of the same.

With the introduction of Conversational AI technology, we can expect better communication and conversion rates for real-estate sales as time passes.

Conclusion

With Chatbots in real-estate sector, we can scale up the potential for growth for organisations. We can visualise the cost implications of employing such bots when we put things in perspective. Like, the amount of human power employed in the industry. So, moving on with the expenses that can be reduced, logistics included in making a sale, we say we would be doing the environment a solid by automating the early conversations and only visiting properties that the client is really interested. While other sectors have already started embracing chatbot technology, it’s high time the real-estate sector gets onboard. If you are looking for more information on how you can build your own chatbot, visit us at engati.com

Read more on Engati Blog

The post How Does The Real Estate Sector Benefit From Chatbots? appeared first on Engati Blog.

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What is Engati Bot Marketplace?

Engati Bot Marketplace is a collection of predefined bot templates. These templates comprise of industry-specific FAQs and Paths so that a user can build and deploy a bot much faster. This way, the user doesn’t have to go through the hassle of collecting customer queries, create paths or carry out any sort of programming or coding from scratch. A user can use these templates to create a bot for their business or sell bots to prospective clients.

How many templates are available currently?

Currently, there are 8 templates available in the Engati Bot Marketplace namely-

1. Banking & Finance

2. Education

3. HR

4. Customer Support

5. E-commerce

6. Entertainment

7. Marketing

8. Travel

Will a user be able to customise these preset templates?

Yes, a user can customize the existing paths and FAQs to include specific details on their organization or processes.

What all channels will be available to the user?

Users can choose up to 12 channels on which the bot template works. Channels include Website, Messenger, WeChat, Line, KiK, Whatsapp etc., that are available to configure on Engati.

What is the Template Review Process to publish a bot?

Once a user builds a bot they have to publish the bot for review. The Engati team will be notified about the submission and will further validate the submission. As soon as the review is done, the team will publish the bot to the Engati Bot Marketplace, if no major issues are identified. If Engati team requests any change in the template, the user will be notified. Once the bot is published the bot creator will be able to copy the URL and send it to prospective clients.

How will the payment process work?

Any payments collected for bot templates through a charge price (in USD) will be reconciled on a periodic basis by the Engati team. The payment details will be available to the user in their Account.

How does an interested user get started?

Any user who is interested in building their own bot can visit https://botstore.engati.com and get started. There are certain prerequisites that the user has to take care of-

1. As a user who wants to create a bot, the account needs to be on the Business plan with a plan-based enforcement enabled.

2. The user must sign an agreement with Engati in order to understand the privacy and content policy, as well as the Terms and Conditions.

3. In case a user wants to use a feature that is unavailable in their current plan, they will be redirected to the Account page so they can upgrade their plan.

So, if you are a business owner who wants to build a bot for their website/some other channel or if you are a tech enthusiast who wants to build interactive bots and sell them to the end users, please feel free to visit https://botstore.engati.com and get started!

The post What Is Engati Bot Marketplace & Who Can Use It? appeared first on Engati Blog.

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Today, the chances are high that most websites you visit, will have a chatbot integrated on its UX. Although it didn’t come easy, the chatbot technology has taken considerable time and effort to penetrate its existence into diverse industries such as healthcare, education, automobile, hospitality, etc.

In fact, the sales and marketing departments of various companies haven’t been able to stop talking about the potential of chatbots in lead generation. As a result, chatbots have given a substantial boost to business sales and also given liberty to the customers to find what they’re looking for without being forced to browse through a menu.

Some numbers to show support towards chatbots
  • In 2018 alone, we have seen chatbots become smarter and more intelligent. Chatbots have evolved to behave more like humans.
  • By 2020, which is less than 2 years from now, 80% of global businesses will trust chatbot technology for managing clerical and repetitive tasks.
  • Gartner Research says that by 2021, 50% of enterprise companies will invest more on chatbots and chatbot technology rather than on mobile applications.
  • Facebook claims that more than 50% of their 2 billion messenger users are more likely to choose a business that can message.
  • According to Hubspot, 47% of consumers would buy items from a chatbot and 57% of consumers are interested in chatbots for faster service.
  • Juniper Research predicts that by the year 2020 chatbots will save businesses 70% customer transaction.
More business opportunities with business chatbots

With close to 70% of survey respondents saying that they wouldn’t mind talking to a robot to resolve their queries, the future of chatbots seems quite bright. Big brands are now realising the opportunities that come with joining the space. For example, a Facebook Messenger bot will help you make hotel room reservations through their hotel chatbot, and will recommend the most competitive rates. The transaction is simple and cost-effective for both – the hotel as well as the customer. Next in line are multiple scenarios that are going to be a big hit in the chatbot market 2019-

  1. Chatbots will replace mobile apps as we can already see some level of saturation in the application market. In fact, more and more organisations are strictly shifting their focus to AI-powered workflows to run business strategies.

  2. AI-powered conversational UX is the next big thing for enterprise businesses. CUX is a newer version of UX design, and it’s expected to gain more significance in the next few years. Businesses are focusing on brand persona development, personalised content, and guided conversations to help users reach their goal faster. Overall, this helps keep up sales, search rankings, etc.

  3. Businesses are working towards creating an experience that goes beyond customer service. In fact, chatbots will help businesses cut costs by around $8 billion by 2022. We will see more of chatbots in the field of CRMs, online engagements, etc.

  4. People now use social media more than they stay on mobile apps. Today, with more than 100,000 Facebook Messenger bots being used over 200 countries we know where we’re headed in the future.

There are endless possibilities in the world of chatbots

A combination of artificial intelligence, good-looking user interface, and well thought out integration is what makes a chatbot a big hit in the market.

We’re looking at a future where your chatbot will help you pick a t-shirt or a dress that goes well with your footwear. Or if you’re preparing a grocery list for something you’ll be preparing for dinner then your chatbot will remind you in case you are forgetting something.

Moreover, chatbots have now become smart enough to talk, thanks to the voice technology in chatbot advancements. Digital voice assistants such as Siri, Google Home, Alexa, etc are anyway taking over and building an easier life for you. Isn’t it a perfect example of great and personalised customer experience?

Conclusion

Chatbots, artificial intelligence and voice-activated assistants are fuelling the fourth industrial revolution. It’s going to be a period of great change that will affect all industries. From a marketing, customer care and even operations perspective, there is enormous potential for businesses of all sizes to drastically reinvent themselves and incorporate chatbot technology.

Reference articles-

The post What’s Going To Be A Hit In Chatbot Market 2019? appeared first on Engati Blog.

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Design your chatbot with intent and entity, that’s what every chatbot designer says. Here’s an example to help you understand this better – If you’re into reading, what according to you matters more – author’s intent or reader’s interpretation? Some say that the thoughts of the author matter more. It’s their story, their perspective and something they design and want us to believe in. Others support the reader’s interpretation because the reader is the one on the receiving end. Even when two different people discuss the same book, they might have two different opinions. It’s completely subjective.

However, in the case of human-technology interaction where machines design a story for the customer or build a conversation, the customer interpretation is always going to be the winner. There’s nothing subjective there. That’s why they say, “The customer is always right!” Therefore, while developing and designing a chatbot it’s always a matter of customer intent and entity recognition.

Design your chatbot to design the best customer experience Customer input and underlying intent

One of the first steps that a Conversation Designer focuses on while working on a conversation project is picking up recurrent customer questions. An easy way of going about it is through collecting data from customer queries through calls, live-chats or other channels. However, at times the language is not concrete enough for humans to understand, let alone chatbots. Here are 2 versions/inputs of the same situation-

Input 1 – Suggest a good Italian restaurant nearby

Input 2 – My father likes Italian and I’d like to take him out for dinner

Here, Input 1 is clear and direct while Input 2 expects the chatbot to understand the underlying customer intent, which is to look for a nearby good Italian restaurant. The entity that the chatbot can possibly pick is ‘restaurant’, ‘dinner’, ‘take <noun/pronoun> out’, and respond accordingly.

Another example could be something like this-

Input 1 – Where can I get my broken iPhone screen fixed?

Input 2 – I have a broken iPhone screen

Obviously, Input 2 suggests that the customer is looking for an iPhone repair shop. The entity in this example would be ‘broken’, and something that is broken must be fixed. Therefore, y0u’ve got to design the structure to support the same.

So, NLP is training chatbots to understand intent and the context of the conversation and that will further help Conversation Designers to create the dialogue flow and relevant content.

Humans, feelings, and chatbots

Let’s look at intent and entity identification from the customer’s perspective. What is it that customers, or people in general, do when they want to express their feelings, emotions, intentions, or requirements? Like we say in the examples above, customers either put their requirement directly out there or play around with a myriad of words. They can either ask questions, use exclamations, or keep browsing with the available options that the chatbot provides. They do what they feel is expressive enough and doesn’t call for extra effort, unless they are extremely frustrated. So, how do you go about the design for the chatbot?

Of course, it is easy to understand what the customer is looking for when they directly state it but at times even human inputs can be vague and outrageously confusing.

So, when you’re running a business and want to build a bot you’re left with either of the 2 choices-

One: Constantly ask the customer, “Could you please repeat that?”

Two: Constantly train the chatbot to understand customer intent with the help of NLP

The first one is a red flag for your business. The second one, however, is a powerful tool to bet your money on, and why not? Machines aren’t unruly anymore. It was an old estimation that machines can work in a systematic order but not in an intelligent manner; perhaps, back in the 50s but not today. The advancements in technology and NLP are training chatbots to compete with humans in the most technically challenging and intellectual fields. This is the kind of intelligence and design that is inbuilt in chatbots that trains them to understand customer intent in a conversation.

Contextual awareness and emotional intelligence

We are building a conversational interface that is helping machines train themselves to interact with humans. Thanks to neural networks, which map responses over gradients to make the responses more analogically proportionate. That’s how bots are smart enough to collect customer queries, provide efficient customer solutions, figure out what answers they don’t have, and train themselves to learn and bridge the gap. This training is making chatbots contextually more aware and emotionally robust and intelligent. The overall design works well for business.

Moreover, humans are evolved and the rulers of this planet but let’s be honest – human conversations don’t always make sense. A typical example is from your daily chats with friends, family or someone at work, and you requesting them to repeat what they mean because their words don’t quite add up. The conversation may look something like this-

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed design eiusmod tempor incididunt ut labore et dolore magna aliqua. Reschedule my flight to Dallas. Duis aute irure dolor in reprehenderit in voluptate velit esse design cillum dolore eu fugiat nulla pariatur.

The customer intent is to reschedule the flight but it may also be surrounded by information that is not relevant for the chatbot. Therefore, chatbots understand the context, pick the intent, match it with an entity, and at the same time empathise with the customer.

For more on intent entity recognition and chatbot design technology, please visit Engati!

Read our blog on automobile chatbot automation

Blog Cover Photo by freestocks.org on Unsplash

Reference articles-

The post Chatbot Design – A Matter of Intent & Entity appeared first on Engati Blog.

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The automotive industry is booming and it looks like technology has to work its way up to cope with the increasing demand. Businesses are engaging their customers through chat and messenger apps every time the latter has to make purchases. With the increasing demand we expect more advances in artificial intelligence to provide a real time, personalised, conversational experience to customers. They no longer want to wait on call for 15 minutes just to have a 2-minute conversation with a representative. Thank technology for chatbots, the automobile industry is able to handle big-ticket items such as vehicles and provide immediate support.

To maintain the customer relationship with the brand, automotive dealers and businesses are making use of chatbots and conversational marketing. There are multiple ways in which it’s working out for automotive businesses. Let’s discuss a few here.

Chatbots for the automotive industry

Photo by lee attwood on Unsplash

Brand awareness

Before your customers get to reviewing your products or talking to a sales representative, they prefer browsing through your automotive website. They look for deals and offers, and compare them to what your competitors offer. In such a situation, these visitors would want to go with your deals if they like the UI and browsing experience even if your prices are on the higher end. Through an automotive chatbot you tell visitors how you are different and better than your competitors.

This is how chatbots helps in building brand awareness and let your prospects know that you are their best pick.

Easy & quick response

Customers visit your website with certain perception and expectations. They look for ease, convenience, speed, more information by putting in less effort, and simple to understand UI. There’s no way there are going to wait in long queues or listen to automated call recordings asking them to “stay on the line or call again later”. Answers to questions like, “What’s the best deal on Chevrolet Malibu?”, “I need to get my car seat covers changed”, “”

On-Call 24X7

It’s not one of the best examples but chatbots can become true wise uncles. They have the solution to every problem. They will show you the path when you look for one. When you are having a conversation a chatbot will pay attention whether it is 12 in the afternoon or 12 midnight. It’s on customer duty 24X7.

Efficient buying experience

Some people believe that the automotive industry resists to changes but it is one of those industries that always keeps up its game. It is one of those that introduces gadgets, inclines with fashion, works on additional security for protection – long story short – an industry that does it all. Therefore, as a domain that offers such diverse possibilities it realises that it must offer an efficient buying experience to its customers. Hence, chatbots!

Chatbots are easy to talk to, safe to share sensitive information with, and simple to report an issue, if in case there is any.

Quick turnaround time

In 2009, the U.S. bottomed out at 10.4 million sales. 2016 met the sales expectations and witnessed a stupefying 73-percent increase in just seven years. Experts strongly believe that the auto market will continue to grow and could reach 20 million units in the next few years before retreating.

The numbers are clearly increasing and chatbot automation will only help the automotive industry keep up with the increasing demand. Would you rather have 20 executives manage car buyers or one single chatbot to do it at a faster (and cheaper) pace?

Increased efficiency in bookings

Customers who want to buy a car want to buy the best available option that comes easy within their budget. Now, of course, there are customers who have their eyes fixed on one of those ‘beauties’, and they know exactly which customisations they are looking for. So, they’d want to get them done and see them for real on their car at the earliest. On the other hand, customers who aren’t very confident about the choices, they’d expect to receive help that’s not just immediately available but is also efficient.

So, why not let the chatbot handle individual customisations by providing a personalised experience to one and all?

Enhanced customer-business relationship

There are some customers who simply admire cars and adore their design. It’s something very personal to them. If automotive business owners share the same kind of affection towards cars and let their customers feel that they know how important it is to them, then why wouldn’t the customer want to consult them every single time they need something?

Cars, for some customers, isn’t just a commodity. It’s a passion. If auto business owners feel the same way, that’s going to build a relationship for the rest of their lives. So, what’s better than infusing the same emotions to a chatbot that can be available to these customers 24X7?

Photo by Austin Distel on Unsplash

In fact, chatbots have now become smart and emotionally intelligent. They can give details about mileage, car insurance, car loans and interest rates, subprime mortgage loans, latest customisations and designs, and more. They can simply pick up the intent from a conversation, match it with an entity and respond to customer queries within seconds.

Easy tracking of customer data

Lead generation, answering individual customer queries, keeping a track of personal preferences, sending a push notification whenever the best deal comes in for a customer, and taking care of a lot more personalised things – that’s what intelligent automobile chatbots do.

They capture customer data, create a personalised journey around it and keep customer data safe and secure. Further, in the era of data breach and mistrust, smart chatbots make customers feel safe.

Conclusion

As auto dealerships look to invest in innovative ways to win shoppers over, chatbots and AI technology shouldn’t be overlooked. Today’s consumers are increasingly looking for more meaningful, personalised experiences. The auto industry will have to continue to evolve and embrace the future of car buying – humans and chatbots included.

For more on chatbot technology and auto dealership, please visit Engati!

Also, read our blog on The Impact of Contextual Conversations on Business Sales

Reference articles-

Blog Cover Photo by Tim Mossholder on Unsplash

The post 8 Key Roles Your Chatbot Plays In The Automotive Industry appeared first on Engati Blog.

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Remember the day she said, “It’s not about what you say but how you say it”? When you felt like you’re trapped in some deep trouble that could have easily been evitable had you put in a little more effort to set out more context. In fact, it’s disconcerting to even understand a conversation if you are given no context at all. It’s vague and confusing. Therefore, context saves conversations and strengthens connections for your business. That’s why every successful business uses contextual marketing to build brand awareness, attract more customers, and increase sales percentage.

When it comes to brand reputation there’s nothing that can beat Apple, it’s a behemoth with more brand value than any other business. However, there’s one more brand that has been acing the game since the 19th century with its business brand strategy and contextual marketing campaigns.

Coca Cola.

Photo by Markus Lompa on Unsplash

An excerpt from the Coca Cola Expert Interview

The journey of Coca-Cola began back in 1886 and since then it has come a long way. The focus always remains on specialising and personalising a range of product packages for different occasions and needs. Moreover, people-based marketing makes it possible for them to tailor their messaging and refine it in a way that provides more context to the consumer. This context is dynamic in nature just like consumer behaviour. For example, how different personas will respond to different contexts. On a Monday morning, you are an employee trying to get your work done. Same day in the evening you are a friend trying to help another friend with a project. Later at night, you are a daughter having a conversation with her father about a family get-together.

“Companies underestimate how important it is to truly make that connection in whatever marketing they’re doing, to show who they’re serving, why, and the benefit. They need to understand the role their products or services play in customers’ lives and the benefits they offer, which could include convenience, fun, or the opportunity to build relationships. As a business, you must put your customers and prospects in context to target messaging effectively.”

– Laura Rueckel, group director, integrated marketing, at Coca-Cola North America.

In her interviews, Rueckel talks about empowering customers in a way such that they are able to meet their goals. How else would it be possible for them to manage average global daily servings worth 1.9 billion servings per day? Take a look at some of their marketing campaigns.

1941: ‘Coke’ becomes the official trademark of Coca-Cola

1971: Releasing their world famous campaign ‘I’d like to buy the world a Coke’

2011: Launching another successful campaign ‘Share a Coke’

Business or no business – Context makes everything so simple.

In fact, they work towards simplifying stuff. Boasting about their product or disapproving a competitor’s product is never a part of their strategy. All they give is a context to their consumers so they can relate to it.

“We’ll simplify the brand for our customers.”

“Instead of urging consumers to buy more, we’ll communicate that we want to buy it for them.”

“Sharing is caring. Let’s build stories around it and encourage customers to not ‘share’ and not ‘buy’.”

This is mostly what I personally feel about what the Coca-Cola team might have thought. They are consistently telling us that it’s all about building a connection, maintaining a relationship, and giving real-time context to customers and prospects. So, whether you want to set up a customer solutions team or let chatbot technology manage customer support, you have to ensure that you give your customers enough context.

Photo by Tyler Lastovich on Unsplash

Throwing more context to the importance of context
    • Context helps successful business salespeople, who engage 20 to 25 out of 30 prospects, differentiate themselves from ordinary salespeople, who are able to manage not more than 3.
    • Contextual conversations bring in 41% more engagement, which further leads to a greater percentage of conversion rates.
    • Building a context with every question, in fact, earns you the right to ask for personal information from a customer.
  • Context brings more meaning to a conversation where the chatbot remembers what the customer is looking for and later won’t have to repeat the requirements every single time.
Training your business chatbot

Training your chatbot to have more contextual conversations with your customers brings more meaning to your brand. Returning as well as new visitors to your website would know that you care about what they are looking for. Personalisation makes them have more faith in your brand so that they wouldn’t have to worry about judgements. This will give them more confidence to talk to your business chatbot and look for more.

Result?

Greater engagement, longer time on site, lower bounce rate, and increase in the rate of successful business conversions. You will witness a significant increase in your sales numbers because customers want to buy from brands that they trust. Even at a later stage, you increase your prices they would want to buy from you because they trust you and your services.

Conclusion

We live in a digital world where businesses run on reviews and ratings. When you train your chatbot to have contextual conversations with customers and prospects, you can rest assured that they will be impressed. Towards the end of every conversation you can train your bot to ask visitors for their reviews. Accordingly, you will gather enough data to work on improvisations and better training. Customers want to find the conversations with your chatbot contextual and meaningful and if they do, they will keep coming back to find out more.

For more on chatbot training and context in business, please visit Engati!

Read our blog on emotionally intelligent chatbots

The post Context For Customers Means More Sales For Your Business appeared first on Engati Blog.

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Chatbots are getting smarter with emotional intelligence. Not only are we using bots to chat with customers but we are also catering to the demand of the age with voice-chatbots. We are training chatbots to understand intent, context, data, and gradually we’ll see them evolve as emotionally intelligent chatbots.

Why emotional intelligence matters for businesses?

When you provide support, you have to take care of multiple emotions such as excitement, exhilaration, anxiety, impatience, frustration. As much as it’s the responsibility of the customer support team to manage these emotions it gets equally overwhelming for them to deal with it on a regular basis. So, why not train a machine to handle it all together? They will learn to be happy if the customer is happy, and give comfort if the customer seems to be upset.

Therefore, tech companies are working on chatbot technology to make it more robust. Here are 3 more features available on the Engati platform to help the chatbot understand human emotions.

Intent Entity recognition

As humans, it’s comparatively easier for us than for a machine to understand the other person’s intentions. However, we can train a machine to understand evident as well as inconspicuous intentions of a customer. NER (Named Entity Recognition) is a means for identifying the intent in a sentence and extracting the entity out of it. Developers predefine categories for the bot so it can provide relevant answers to users. Therefore, emotionally intelligent chatbots will step up the game in the market.

Contextual Conversations

When two people talk there’s a flow in which they exchange and discuss ideas. If they talk about a particular topic they don’t have to repeat the name of the topic every time. That’s why they use pronouns to refer to the topic as ‘it’, a person as ‘her’, a group of people as ‘they’, and continue in a similar fashion.

Similarly, programmers train a chatbot to have contextual conversations with customers so that they don’t have to keep repeating what they want.

Rich analytics

Analytics for chatbot training isn’t a complete necessity but a beneficiary add-on. However, businesses often overlook analytics when it comes to chatbot training even though they can provide meaningful insights. It helps businesses keep track of different kinds of customer behaviour-

  • Customers who find the chatbot helpful and interactive
  • The impatient ones who leave a conversation if they find the questions irrelevant or the chat too lengthy
  • Those who are unable to find answers to their questions
  • Ratings towards the end of the conversation
  • Difficulties while trying to look for something on the website

In the end, businesses need to have a customer-centric approach and data analytics helps a great deal. Taking care of their customers with empathy is what sets businesses apart from their competitors. Integrating your business website with an emotionally intelligent chatbot will bring you more leads, sales, business, and retention.

How do emotionally intelligent chatbots help your business?

It’s quite a common knowledge that organisations are using AI enabled chatbots. It allows the sales, support, technical and operational teams to step up their game and provide graceful responses to customers.

Moreover, customers don’t worry about judgments when they interact with chatbots. They just want to send a text and receive a quick response irrespective of how complex or insignificant their enquiry is. Therefore, chatbots are selling like the hottest marketing tools for companies and Engati is helping them leverage the opportunity.

For more on chatbot technology, please visit Engati!

Read our blog on Conversational Chatbots

Blog Cover Photo by Christopher Gower on Unsplash

The post What A Time To Be Alive – Part 3 | We’re Making Chatbots Feel Emotions appeared first on Engati Blog.

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That moment when you spend millions on chatbot training and making it more intelligent but every time there is a trick question, your bot goes…

A user visits your website with a certain expectation – to find what they are looking for. If you are able to fulfil their request with an intelligent bot then they’ll trust you and return for more. However, having a bad experience such as:

  • Hanging on to a hold message
  • Struggling to find some information on the FAQ page
  • Receiving incorrect/incomplete information from the website bot, etc.

.. is a big turn off. Especially in these new forms of highly intertwined competition levels, your unsatisfied customers will gladly go to a competitor. Therefore, companies must orchestrate an intelligent ecosystem where they will have an advantage in competing for better learning. Further, technology offers a rich source of real-time data and digital platforms facilitate experimentation. Machine learning and autonomous action are giving humans more time to focus on their creative side and imagination. And these shifts will collectively create further unpredictability, which businesses can easily solve with flexible training.

Picking up from where we left off in the previous part of this blog, we’ll discuss 3 more key areas in which chatbots require diligent training. These features are inbuilt in Engati.

Keys To Build More Intelligent Chatbots Easy training and integrations framework

Chatbots don’t come into existence on their own. We have to create, train, and maintain them throughout, on the basis of sets of data. These sets of data will widely vary from business to business, such as healthcare, banking, automobile, education, travel, hospitality, etc. However, training is imminent and therefore, we can build different types of chatbots to deal with data in different ways. These will, of course, be industry specific.

We can build a scripted bot but that can only offer a limited set of functions or questions. In fact, it will only accept a narrow range of responses. Hence, the process will not be very efficient. So, you must make use of machine learning that will let you develop a bot with a growing set of knowledge and understanding. It will learn on its own by studying previous examples of chats.

To mention a few cases:

  1. Advanced training: It includes sentiment analysis where the bot looks at the language used using NLP.
  2. A final set of data: It can come from customer satisfaction scores at the end of each chat. Whether your website visitors and customers are happy/unhappy you will get to know with the satisfaction score towards the end.
  3. Time: Your bot will become smarter with time as and when it gains more knowledge. The more time your customers spend with your chatbot, the more it learns. It will make mistakes but it will also learn from them with time.

And remember, it’s easy to build a mediocre chatbot . All you have to do is just connect some APIs, write (or copy/paste) some lines of code, and that’s it. The difficulty and high effort begin when you implement a process for training the bot. Give it good data to feed on and train with, and it will work perfectly well.

FAQ Builder

Creating FAQs manually is tedious and a waste of time. It’s a lot better to train the chatbot that will automatically identify and surface common questions from the conversation history. Further, it will recognise potential variations of those questions to make conversations seamless. Therefore, proper training of your chatbot would mean less work for your team on catering to individual customer queries and allowing them to focus on resolving more complex questions that require hands-on assistance.

Therefore, with the FAQ builder feature on the Engati chatbot platform, you can upload an entire FAQ document and let the bot do the rest. It will identify questions and relate them with relevant answers to make your job simpler.

Also, remember that training a bot isn’t a one-off task but an on-going process. Allow one of your team members to do a regular check to ensure that the customer-chatbot conversations are going as they should.

E.sense

The best aspect of the e.sense engine is that you require minimal setup data to get started with. Training the models is super easy and real-time. A lot of the aspects here can be customised according to the domain or the particular customer including custom synonyms, contextual handling, as well as intents and entity determination. Also, the core capability is available in multiple languages that makes it a very versatile offering.

For more on chatbot technology, please visit Engati!

Read our blog on How Engati Learns | Part 3

Blog Cover Photo by Jantine Doornbos on Unsplash

The post What A Time To Be Alive – Part 2 | We’re Making Chatbots Smart & Intelligent appeared first on Engati Blog.

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