Chatbot software is a computer program that utilizes rule-based approaches or artificial intelligence and natural language processing to comprehend what a human wants and direct them to their desired conclusion with the least amount of effort on their part. They are used in dialogue systems for various purposes, including customer service, request routing, or information gathering.

Chatbot software help businesses save money on customer care while simultaneously enhancing the customer experience. They automate a substantial number of inquiries, decreasing wait times, promoting self-service, and freeing up human agents in the process.

To the user, chatbots seem to be “intelligent” due to their informative skills. However, chatbots are only as intelligent as the underlying database - Peter Gentsch

Chatbot software will play an increasingly significant part in the modern contact centre as AI Chatbot technologies advance. However, some businesses believe that implementing chatbot software is too difficult to justify the cost. This misconception is busted in this article, which walks you through the best practices for chatbot implementation.

Breaking the Misconceptions About Chatbot Implementation & Usage:

1. All Chatbots Are The Same

This may be one of the most commonly held misconceptions regarding chatbot. People believe that all chatbots are the same in style and functionality. However, today's chatbots come in various shapes, sizes, and functions. Some of the multiple forms of chatbot software include:-

  • Scripted Bots interact with consumers by asking them a series of predetermined questions.
  • Natural language processing chatbots interpret and translate user input into intent.
  • Customer service chatbots that do tasks based on the user's instructions.
  • Virtual bots for social media messaging are incorporated into social media sites.
  • Contextual chatbots can remember, learn, and evolve from their interactions.
  • Voice-enabled chatbots, such as Alexa and Google, provide users with a customized experience.

2. All Bots Use AI

Many people believe that chatbots only operate with AI. Not all chatbots are AI-based; in fact, most are rule-based and follow a simple, self-contained procedure similar to a decision tree. Many businesses prefer AI chatbots to comprehend the user's purpose and context better. They may recognize context from user queries using NLP/ML skills and react with a meaningful answer like a bot trained on a massive training set. Chatbot implementation does not have to be AI-based to help with this goal.

At present, there are three types of chatbots:

  • Script-driven: These rely on pre-defined scripts to answer queries.

  • Interference-driven: Answer based on NLU, deep learning, and cognitive knowledge to respond like humans.

  • Data-driven: They recognize patterns based on previous understandings and respond from catalogued responses.

Developing a flawless AI-based chatbot, on the other hand, is a complex undertaking that necessitates high-end coders and enormous amounts of data from genuine human interactions.

3. Virtual Chatbots That are Custom-built Demand Continuing Resources, Effort, and Money

It's not simply the initial construction that must be considered. Don't forget about the need to maintain and improve the platform, minimize technical debt, fix bugs, do QA and testing, and ensure that it scales with your business. This is something that a ready-made survey bot solution provider would take care of for you.

There are also specialized components that build a platform from the ground up. Businesses that seek to develop frequently ignore this. Artificial intelligence, machine learning techniques, Natural Language Processing/Understanding, neural linguistics, interfaces with essential business systems are just some examples of the capabilities available. Getting the knowledge and skills needed to make bots is costly and time-consuming. These features are already incorporated into a platform.

virtual bot solution provider

4. Constant Improvements

Over time, a best-in-class platform improves – and not at your expense. New features will be released regularly, based on significant R&D. This allows your staff to concentrate on other initiatives. All technical elements are sorted and taken care of for you, and you'll have access to an industry-leading team of product specialists who'll make sure you get the most out of the solution as your company expands. Unless you have a lot of time, expertise, and money to spend on bot development, a best-in-class platform will always provide you with a superior return on investment.

5. Chatbots Don't Generate A Return On Investment

This is one of the most commonly held misunderstandings. Any gap in ROI is frequently due to how the technology has been applied rather than the technology's limitations. So, how can firms ensure that their online chatbot pays for itself?

When it comes to installing a chatbot, one of the most common mistakes organizations make is cramming everything into the project from the start. They invest time and money into creating the "ideal" chatbot that can do everything before deploying it and forgetting about it. This method is sluggish, careless, and expensive. It's critical to start small, get your chatbot up and running as soon as possible, collect and analyze user data, learn quickly, and improve your design.

Why? Rather than you investing time and resources into developing the complete chat experience upfront the is and making a slew of assumptions, your chatbot goes live quicker, reducing time-to-value, and using data to inform future development decisions. As your create chatbot skill set grows over time, so does their ROI.

The value a customer or a business derives from a website chatbot software is also influenced by conversation design. What kind of use cases does your chatbot specialize in, how are its dialogues structured, how deep do they go, and do they exist to help existing clients or convert new ones? Do they fit your use case and objectives? The list goes on and on.

6. Chatbots Prevent Access To Human Agents

Another myth is that when people use chatbots, they lose contact with real people. Complicated inquiries often require human interaction since a computer can solve not all problems. Consequently, if a chatbot detects a complex issue, it will refer you to the "Live Chat" or the relevant human agent to assist you.

By integrating chatbot software with a live chat system, businesses can provide a completely seamless shift from a chatbot to a human when the situation requires it. Email help and call-back services are included. Many chatbots employ AI and machine learning as well. They're clever enough to recognize more complex questions and require human engagement to resolve.

human agent to assist you

The virtual chatbot calls a human agent ready to take over the conversation and provides them with all of the context and data they have gathered. This informs the human agent about the query promptly, allowing them to assist in real-time. Chatbots exist to help humans, not to take their place. They enable human agents to focus on higher-priority tasks and provide more value by handling enormous volumes of tedious tasks. They're the perfect team for delivering customer service at scale when they operate together.

7. Chatbots Cause Unemployment

Chatbots will replace humans, and our jobs will be lost! Without question, this is the most pressing problem that is rising within businesses - uncertainty arises from such concerns. As a result, firms and companies are less inclined to embrace new technology.

Chatbots may never be able to replace people in the real world. They'd instead help relieve stress and free up human workers. They'd help with mundane tasks like answering FAQs, processing requests, and generating leads, among other things. Due to this, employees will have more possibilities to focus on strategic, productive, inventive, and creative activities.

On the other hand, chatbot implementation serves as a complement, automating a few monotonous tasks to free up more time for productive work. On an individual and organizational level, this can influence overall productivity.

8. Chatbots Are Only for Large Enterprises

Although the artificial intelligence movement is gaining traction, many small and mid-sized businesses believe that AI technology is exclusively for large, tech-savvy companies. It's a common misconception that the rise of virtual chatbots is limited to giant corporations.

According to recent studies on chatbot market analysis, AI technology is driving startups to use chatbots to reach definite success. The mid-scale corporate category is anticipated to develop at the fastest rate. Chatbots and artificial intelligence (AI) helps small and mid-sized businesses simplify their operations. They can go to the optimal extent of delivering responsiveness and efficiency within the organization.

Another myth associated with this is that creating chatbots is expensive untrue. Many robust bot-building platforms are available for a reasonable price. You may cost-effectively deploy the chosen messenger chatbot implementation style using these platforms, reducing various company costs.

bot building platforms for reasonable price

9. Chatbots Are Only For Customer Service

The majority of us believe that a chatbot's primary job is to converse with customers. This is pure fiction; while client queries are the most frequent use case for chatbots, they are not confined to customer service activities. There are a plethora of intriguing application scenarios.

Some of the most successful chatbot implementation use cases in various industries are the following:

  • HR bots,
  • CPG bots,
  • Insurance bots,
  • Intranet bots,
  • Marketing bots,
  • Sales bots.

When matched with a suitable use case in any business, enterprise-grade chatbots can offer optimal outcomes. Chatbots have the potential to absolutely change the way we communicate with one another and with our consumers.

10. Chatbots Are Hard to Make

A widespread misunderstanding is that adopting a website chatbot necessitates the company's availability of an extensive IT department and highly trained AI and machine learning specialists, solution architects, and data scientists. This is true if you are building your chatbot from scratch.

Implementing a chatbot takes very little time and resources if you work with a solution provider that understands what they're doing, and it can be done in a couple of weeks. Advanced solution providers essentially offer a platform with everything pre-installed and ready to use.

Most of the work required during chatbot implementation is configuring the chats to meet the chosen use case (s). Because there is minimal to no coding required, IT and development resources are kept minimum. Users may easily create, construct, and test dialogues using simple, straightforward tools. Teams can quickly create and deploy a chatbot without technical knowledge and get it up and running.

Finally, although having a fun, technologically advanced Chatbot is fantastic, your deployment plan must also consider how the virtual bot will aid customers. A Chatbot that can conduct an honest, in-depth discussion but can't execute fundamental customer care tasks is nearly useless.

Asking yourself how your chatbot makes life easier for your users is a great place to start. Giving customers instant access to personal information, presenting them with pertinent data that enhances their experience (or perhaps improves their day), or supporting them in their work are all examples of this. It entails resolving their questions more frequently without using human intervention.

Things to Consider Before Implementing a Chatbot Software

The following questions may prove helpful when discussing this element of Chatbot implementation:

  • Who will use your chatbot, and what do they hope to get out of it?
  • Does it have a unique selling proposition?
  • What sets it apart from other chatbots?
  • What are the most common queries and inquiries from your customers?

When it comes to meticulously arranging the dialogue, keep the following in mind:

  • Dead ends: At all costs, avoid dead ends. If a user can't figure out how to get out of a chat, they'll give up.

  • No information overload: Don't overwhelm the user with too much information right away. That's not how discussions operate, and it'll turn off potential consumers.

  • Tone: Not too welcoming, but not arid. Your style will be determined by your brand and target audience, so take the time to discover the correct tone.

With these chatbot software myths out of the way, you can go ahead with your chatbot implementation, and you can be assured of a boost in your business without any hassle!

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