When it comes to bots or chatbots, the hype is big - and so is the confusion. Almost every company talks about creating a bot, but only a few work on it effectively.
This is also confirmed by the following study:
What's a bot?
Either in writing or by voice message, data is presented.
Here is a summary of the most important technical functions:
Communication takes the form of a text or voice control.
The text form can, for example, take place via applications such as Facebook Messenger or WhatsApp.
Voice control takes place, for example, with devices and applications such as Amazon Alexa, Google Home and soon Apple Homepod;
A user can use various commands to ask for information. For example, a command may look like this:
"Show me the product..."
"Do I have any appointments today ...?"
So the bot is a replacement for the conventional approach: Click -> Next page -> Click.
When communicating with the user, the bot must be able to "understand" that the same thing can be expressed in different ways. He must also be able to log the information provided by the user - just like in a human dialogue - in order to enable a targeted chat experience and avoid repetitions.
Typically, a bots answers are presented in a very compact way. Using Facebook Messenger, bots usually only provide users with thumbnails or links.
Why should your company use bots?
Chatbots have a huge potential. Many end users and certain companies are still not fully aware of what a chatbot can offer.
First of all, the potential user base is huge. The number of Facebook Messenger users has risen from 250 million to over 1.2 billion in the last three years, and other platforms are showing similarly high growth rates.
There is also a simple, direct connection between the customer/user and the company. For example, frequently asked user questions can be programmed in the bot, thus relieving customer service. These questions can also be answered 24/7 - not only during office hours. It is more agile than a factsheet.
There are several studies on the cost saving potential. One of them is the very interesting Gartner study published a few days ago:
In 2019 we started the construction of andrina. There are various interests of internal and external stakeholders to represent. A sufficient and time-consuming undertaking is absolutely necessary for the command programming as well as for the testing.
We are constantly striving to improve and further develop our andrina.
Another interesting link: