There is never a one-size-fits-all way of doing things. No two customers are the same. Nor ten. Nor a hundred. I’m sure you know what I’m talking about.

So it is very difficult to maintain the same customer service line that works for everyone or to know what their doubts or problems will be to solve. We can predict many from experience with other customers, but never all of them.

And this is where I come to talk about hybrid chatbots, the solution increasingly used among those who take care of their customers (and their business).

What is a hybrid chatbot?

Before answering this question about what is a hybrid chatbot, let’s first look at what a chatbot is and the different types that exist in the market.

A chatbot is a customer service tool by which a bot is able to simulate a conversation with a user by answering queries based on frequently asked questions. If you want to know more, you can read the article on what is a chatbot.

There are two main types of chatbots:

So what is a hybrid chatbot?

It is a combination of both. A hybrid chatbot allows you to maintain a fluid conversation with the user by offering a personalized response to their query or through response streams. But it goes even further.

If, when the time comes, the chatbot does not know how to respond, it alerts a human agent so that it can intervene in the conversation and help the user.

Cool, isn’t it?

Main advantages of a hybrid chatbot

The use of this type of chatbots is becoming more and more widespread among companies as it is a lifesaver to improve their customer service. Let’s see what their main advantages are:

It breaks the waiting barrier and, therefore, the abandonment of the conversation (and the sale). All customers who request help through the chatbot will receive an answer in real time, increasing their satisfaction and, therefore, conversion.

By using a hybrid chatbot, the cost of customer service is significantly reduced. It frees the assistants from repetitive tasks (such as always answering the same queries) and allows them to focus all their attention on the more complex queries that do require their intervention, thus being much more productive.

In addition, a chatbot is able to respond to several chats at the same time, with the same rhythm and the same quality, avoiding reinforcing the staff at peaks of the year where there is more sales volume (Christmas, sales, Black Friday…).

This goes beyond a simple conversation. A chatbot collects valuable data and information from a user. What problems they have, what services they are interested in, what they need… With all this data we can launch loyalty campaigns, for example, or generate new content that interests our audience.

A hybrid chatbot is a reason to overtake your competition on the right by showing yourself as a modern and close company with your audience, saving them the most valuable thing there is: time.

Arkibot, a step beyond hybrid chatbots

With Arkibot you can have the response flow of a linear chatbot, with the natural language fluency of a personalized conversation with the AI of a non-linear chatbot and the human attention of a live chat in case agent intervention is needed. Three types of chatbot in one to suit your needs. Something difficult to find in the market, I assure you.

Prepared to receive the best training and be able to offer the best response. Intelligent, friendly and willing to give the best attention to your customers.

Designed to offer you the solution you need for your business or company.

Want to see what it can do for you?

Click here and try Arkibot in your business.