The emergence of technology in business processes has brought about the adoption of new terms that we have incorporated into our language. One of the most frequently heard terms is “chatbot,” a type of program with a very clear functionality that helps automate and enhance certain sales processes. And speaking of chatbots, what are they? Throughout this article, we will analyze what a chatbot is, what it’s used for, and in which departments of your company you can install it. Don’t miss out!

Chatbot: What is it?

The first question that comes to mind when thinking about a chatbot is, what is it? A chatbot is a computer program capable of simulating and maintaining a real-time conversation through software integrated into specific platforms. It responds to the questions asked by users, utilizing artificial intelligence and natural language processing. This enables it to understand what it’s being asked, interpret various solutions, and provide a coherent and natural response.

Advantages of chatbots

The use of chatbots has exponentially increased in recent years, and as a result of the pandemic, it has become standard in many companies that previously did not use them. Much of the success of this technology is due to the numerous advantages it offers, among which the following stand out:

Immediate attention

Chatbots have the ability to respond instantly at any time of the day, allowing companies to provide a 24/7 response to their customers without making them wait. Even if it’s just to inform them that they’re outside of their business hours, the key is that chatbots help avoid leaving messages unanswered.

Personalization

AI-based programming allows the chatbot to learn as interactions with users increase, enabling it to offer more personalized responses to each person’s situation.

Lead generation

Chatbots can guide the user with their responses so that, in the end, the user leaves their contact information. This acts as a lead generation tool for the sales team to close deals with people who have shown prior interest.

Increased productivity

Turning to this tool reduces the need to have a person solely dedicated to responding to users, allowing them to focus on more strategic business actions, delegating the initial contact with users to the chatbot.

Types of chatbots that exist

The classification of chatbots used today is very broad and differs based on classification criteria:

Chatbots based on the type of interaction

Here we find three main types:

• Text-based: these are chatbots that communicate solely through text.
• Multimedia: in this case, they complement text with dynamic elements like videos, images, or GIFs.
• Voice-based: they understand spoken instructions.

Chatbots based on their level of intelligence

Not all chatbots have the same level of automation and language interpretation. In this case, we distinguish between:

• ITR Chatbot (text interaction response): These do not require artificial intelligence but use predefined commands. They cannot freely interpret the user’s response.
• Word-spotting: This type of chatbot works by recognizing specific keywords, and although it doesn’t use artificial intelligence, it can provide more personalized solutions than ITR chatbots thanks to the previously defined keywords.
• AI Chatbot: These are cognitive chatbots based on artificial intelligence and language processing. They can understand what users say and provide a personalized response. These chatbots are the most intelligent and offer the most individualized customer service.

Common applications of chatbots

These assistants can be applied in virtually any company that has online communication channels, even if they only have a website. Some of the sectors where intelligent chatbots are most commonly found include:

• Tourism and hospitality. Chatbots allow for instant resolution of queries and immediate booking of hotel rooms or restaurant reservations at any time.
• E-commerce. Any webpage that sells online can use a chatbot to communicate with the customer throughout the purchasing process, as well as in handling subsequent complaints.
• Health. Managing medical appointments is another action for which chatbots are commonly used. In fact, it is increasingly common for health insurers to use chatbots integrated into WhatsApp to communicate with customers.

If you want to know how an AI chatbot can assist you in customer communication, at Indigitall, we provide personalized advice. Your customers come first; that’s why we show you the solution that best suits your company’s needs. Consult us!