People are becoming more and more accustomed to dealing with chatbots. From asking for the follow-up of an order, consulting a movement in the bank or requesting a medical appointment.
We perform everyday actions without any problem or difficulty with a bot.
Chatbots have evolved a lot in recent years and increasingly work better with natural language and can almost completely simulate a human conversation. They can learn, contextualize a conversation and even transmit emotions.
Thanks to artificial intelligence, it is able to detect your mood according to the way you write. It knows if you’re in a peaceful mood or if you’re really angry. And despite everything, it will never have a bad answer, another point in its favor.
For all these reasons, more and more companies or small businesses are delegating the heavy task of answering the most frequent queries to a chatbot to save time and dedicate it to more important things.
But (as in almost everything there is always a “but”) they are still a robot and not a human.
What is the difference between a chatbot and a live chat?
Thanks to chatbots, large and small businesses can benefit from many advantages:
⇒ Cost reduction: it is not necessary to have a large human team.
⇒ Immediate responses: the speed of a bot is not the same as that of a person.
⇒ 24/7 support: your customers are always taken care of.
⇒ Improves brand image: connects with the audience and humanizes the brand.
⇒ Builds customer loyalty: improves user experience.
⇒ Encourages conversion: it is omnichannel and attracts traffic wherever you want.
⇒ Collect data: to improve user needs and create new business opportunities.
But (I already told you there was) the bot sometimes is not able to answer complex queries and needs the intervention of a human agent.
And this is where the main difference between a chatbot and live chat lies: going from chatting with a bot to talking to a human.
Advantages of a chatbot:
A chatbot has three main advantages over live chat:
⇒ Immediacy. It is able to provide an answer in milliseconds.
⇒ The ability to cover several chats at the same time with the same pace and the same quality of response.
⇒ Always available. It is on call 24 hours a day, 365 days a year.
In addition, the bot is able to recognize by keywords what kind of help the user needs and refer the query to the appropriate area. This makes problem resolution faster and more efficient.
Advantages of a live chat
A chatbot is great for the “easy stuff”, but sometimes you need to go a little further. When the bot doesn’t know what to answer, it asks the user if they want to go through to an agent and alerts them via the platform to join the conversation.
At that point the agent takes over the chat and takes care of solving those complex queries that need the attention of a human.
If you combine a chatbot with live support, your customer service will improve significantly for both you and your customers.
How to go from chatting with a bot to talking live to an agent
You may be a little shocked by this way of conducting the conversation now, but it’s much simpler and more agile than you think.
⇒ The chatbot opens the conversation with the user and detects through the flow of answers or artificial intelligence (AI) what the user needs.
⇒ After collecting this basic information, if it does not have answers to solve the query, it offers the user the help of an agent.
⇒ If the conversation is not being monitored in real time, the system goes on to alert an agent.
⇒ With the information obtained by the bot about the user, the case is referred to the area and agent that can resolve that query. This ensures that the problem is solved quickly and in a personalized way and that the user has a good experience due to the treatment received (loyalty + conversion).
Arkibot, la plataforma que combina el chatbot y el livechat
After reading this article you are probably thinking that this is just what you need for you and your business.
It doesn’t matter if you are a freelancer or a freelancer, you have an SME or you run a large company. This combination is a winner among all the customer service options for any business.
If you do a little research, you will see that there are not many options on the market that offer a tool of this type (and much less in Spanish).
That’s why Arkibot is the ideal platform that combines chatbot with livechat, programmed for you to start using it almost from minute 0.
In addition, you have training and support material to learn how to use the tool and a specialized 24/7 support in Spanish that accompanies you and helps you in everything you need. Try it for 45 days to discover in your own business how is Arkibot and if you are not convinced, return it. No questions asked, no hassle.
Want to know more?
Come in and try Arkibot,
your business customer service is going to change after this.