Most businesses understand that having a quick and efficient channel of communication allows them to engage with their customers more effectively. Engagement helps brands boost sales and conversion rates, re-engage customers who have dropped off, increase brand awareness and loyalty, and cut costs.
Most brands began using chatbots to build this channel of communication in 2016. Unfortunately, such brands are not satisfied with available chatbots. Chatbots frequently fail to understand the context of a conversation or the user's query, and they frequently forget information about the user's preferences.
There is another complication: customers expect brands to interact with them on their preferred platforms regularly. At present, customers prefer messaging platforms like WhatsApp and Messenger, and social media platforms like Instagram.
This brings all brands to ask pertinent questions:
Are chatbots really the right way to engage my customers? Is there a way to get all of the benefits of a chatbot without any of the drawbacks? Can I use that on social media platforms as well? And finally, is an integrated tool the right answer for me?
Yes, yes, and yes! A chatbot is indeed the right answer, as long as it is a Level 3 Artificial Intelligence (AI) chatbot and not the existing generation of chatbots.
As for whether a chatbot integrated across different channels, like your brand website and various social media platforms, is right for your brand, we give you all the tools to find out!
Customers drive interactions with brands, and the best way to engage with them through the platforms they prefer. So what are customers most comfortable with?
Additionally, according to a survey conducted by Capgemini, when chatbots helped provide excellent buying experiences to customers:
As a result, most customers value chatbot interactions because they provide 24*7 service and instant responses to queries, both of which are difficult for a live team of customer service technicians to provide.
So, aside from assisting my brand with customer engagement, can chatbots help my brand in any other way? Yes! Good chatbots that engage your customers well can assist you in the following ways:
To reap these benefits, all that brands must do is choose a suitable chatbot. Such a bot must deliver the experience customers are looking for and streamline the buying journey into something resembling a customized, in-store experience.
Unfortunately, most brands are unable to find a chatbot that meets all of their requirements. This is because these bots lack the technical and practical considerations that would make them truly great. Let's take a look at what these issues are.
Technical problems: The existing generation of conversational interfaces consists of Level 1 and Level 2 AI chatbots, both of which have several flaws.
Level 1 AI chatbots are click-based and display pre-defined responses as per pre-defined input buttons. As a result, the programmer restricts the scope of the user's queries and only shows a limited number of responses. A template like this can't cover every customer's question, which leads to a drop-off when a question isn't answered. Additionally, a limited set of concerns and responses mean that responses are not tailored to the consumer, dulling the buying experience.
Level 2 AI chatbots allow users to input free text and are not limited to a pre-defined template. However, they often fail to understand the user's input unless it matches their programming in grammar and word placement. Thus, the chatbot often asks the user to repeat themselves, causing customer frustration and drop-off. Additionally, the chatbot does not remember previous information about the customer, such as their preferences or customizations. Because of the repetitive questions, the user frequently abandons the site and does not believe the brand values them as a customer.
Practical problems: As highlighted by Stan Sthanunathan, the executive vice president of Unilever, the biggest problem with existing chatbots is that the programmer does not spend their time and effort to understand the environment in which the bot is deployed. A chatbot must be trained to understand the environment it is deployed in and the context in which it operates.
Most technicians lack the desire or patience to learn everything there is to know about a vertical, whether it be banking, retail, or e-commerce. When the programmer does not understand the vertical, it becomes difficult to train the bot to respond well to queries of a particular context.
Thus, the technical limitations of existing chatbots compromise your brand's quality of customer service and assistance regarding product components and other technical specifications. The practical failings of this generation of bots make them unable to deliver a personalized, delightful customer experience.
So does this mean that you must give up on the idea of chatbots completely?
No! We have some exciting news: the second generation of chatbots, powered by Level 3 AI technology, have finally announced themselves.
There was a revolution in AI technology in 2020. A new version of Natural Language Processing came into being. Additionally, a new generation of technology- Level 3 AI technology- has been developed.
What is Level 3 AI technology? What are chatbots based on Level 3 AI technology like, and how are they different from the previous generation of bots?
Well, Level 3 AI technology introduces machine learning into itself. This allows chatbots to identify patterns in user input, retain useful information about these patterns, make decisions, and learn from past conversations. A bot based on Level 3 tech will thus formulate better responses for future customers while retaining every customer's preferences. It will customize every consumer's buying journey and make it seamless and delightful.
Level 3 AI technology also uses Natural Language Processing and Understanding to identify the user's intent and the conversation's context. This helps a chatbot powered by Level 3 AI technology understand the customer even if they make spelling mistakes or grammatical errors. Thus, instead of offering customers a pre-made menu of queries, customers can ask the bot anything they like in any way they want, and the bot will always understand and curate a response.
Additionally, this technology uses sentiment analysis to understand how a customer is feeling and respond accordingly.
Thus, if a customer asks the bot, "will this (product) really work," the bot understands that the customer is doubtful about the product's efficacy. It can then curate an appropriate response to assuage customer fears.
These technological advances automatically make the new generation of conversational agents or interfaces based on Level 3 AI technology far superior to the previous generation of bots. If such a chatbot is also tailored to a specific vertical, it would help the brand that uses it reach untold heights.
A good example of such a bot is LimeChat, the first bot powered by Level III Conversational AI. LimeChat is tailored specifically to the e-commerce vertical, making it an unstoppable force for the digital brands that use it.
Every brand knows how important its customer base is and constantly looks for more ways to attract and retain a larger customer base. Everything a brand does, from curating its list of products to marketing them, pricing them, and finally selling them, is geared towards its target consumer base.
This makes it even more important to reach out to customers to solve their queries or to entice them to your brand on a platform most preferable to them. These platforms are often either messaging platforms like WhatsApp or Messenger, or social media platforms like Instagram, in addition to the bot on your brand website.
How important is it to reach out to customers on social media?
And why should you engage with your customers on messaging apps?
A level 3 AI chatbot is powerful by itself. Its smart nature and ability to learn from past conversations and alter its responses accordingly make its effects more potent. This compounds the benefits it would yield to any brand that uses it:
Yes! The best thing about chatbots based on Level 3 AI technology can adapt to the benefits and limitations of every platform.
Every social media platform and messaging service is frequented by a certain demographic that behaves differently from other demographics. Additionally, every platform is devised differently and has a different purpose.
To tackle this, L3 AI bots undergo a training process where they are exposed to different situations.
"They learn and adapt from every conversation. This means that a conversational assistant based on Level 3 AI technology will learn what every demographic responds best to. It will curate its responses accordingly and deliver a fantastic experience to each customer".
This is why a Level 3 AI chatbot can work efficiently across every platform. All you have to do is study what demographic or combinations of demographics your brand caters to and study the pros and cons of each platform. Once you have selected which platform or platforms you wish to deploy a bot on, the Level 3 AI bot will deliver on its promises!
The purpose, structure, and demographic of every channel, whether a social media platform, messaging app, or brand website, are different. You must know specific details about these components so that you can match them to your target demographic.
Here is a list of the demographics, pros, and cons of bots on the most popular messaging apps, social media platforms, and brand websites.
However, a Level 3 AI bot overcomes the need for buttons by determining your customer's intent and sentiment and responding accordingly. Additionally, its state-of-the-art technology enables it to give your customers a tailored, delightful experience, thus making your brand memorable.
However, the Instagram chat will be merged with Messenger in the future, giving it all the benefits of a Messenger bot.
The demographics for your website chatbots depend entirely on your target audience.
You know the limitations and flaws of the previous generation of chatbots. You understand the technological superiority of the next generation of chatbots. You want a chatbot tailored specifically to your vertical. So the ultimate question: Where do I find the perfect chatbot? The answer: LimeChat!
LimeChat is the world’s first human-level chatbot, powered by Level 3 Conversational AI, tailored specifically to the e-commerce vertical. It uses state-of-the-art AI technology to understand customer queries, intent, and emotion to replicate an in-store experience across the website, WhatsApp, FB Messenger, and other chat channels. It integrates with tools across the e-commerce value chain like Shopify, logistics providers, CRM systems, product recommendation, and review apps to provide a quick and hassle-free setup for brands. Overall, LimeChat guides your customers from discovery to the recommendation to checkout, making their experience delightful and seamless.