ChatBots : The Importance of Chatbots in Every Business
Machine Learning
Sep 09, 2018

ChatBots : The Importance of Chatbots in Every Business

What is a chatbot : These are computer programs designed to have a conservation with human being over the internet or we can define it as programs developed to aid customers access desired products – they accomplish this through interactions with clients, based on details obtained, so as to redirect the marketers on the type of products is required.

Two types exit

-       AI based bots

-       Fixed bots or multiple choice bots

Multiple choice bots – can be control, they are safe and script-based – here one answer leaders to another whereas AI based bots have intelligent meaningful conservations with humans.

Chatbots have been around since the 1950s.

How can chatbots contribute to your business

1.    Improve Customer Service

-       Extensive Customer Assistance:

83% of online shoppers need support during shopping. So your customers may require help trying to understand which product fit their needs/budgets anytime of the day. Some get lost due to navigation issues on your site. Some get mixed up. Sometimes there may be missing information about a product. In these situations, chatbots can provide assistance in real-time like a sale person in a real store. Chatbots can present it customers rich content with product pages, images, video, price and can even asked questions.

-       Always -Available Customer support

Customer support process can be improved with the help of chatbots. They can be programmed to give automatic answers to repetitive questions and forward the request to a real person when a more complicated action is needed. So the agent focus more on important cases rather than on the easy question.

-       Proactive Customer Interaction

Companies apply a “passive customer interaction” which means they only responds to customers when they are connected and not initiate the communication. In 2018, no company has the manpower to initiate a communication with all their customers periodically, chatbots allow you to start a conversation with each customer regarding any issue, anytime of the day. This will make your clients feel your brand is one step ahead and improve your brand perception in the long run.


2.    Increase Customer Engagement

It’s important to keep your customer engaged with your brand. Social media engagement has increase customer spending from 20% to 40%, chatbots can contribute by making the engagement more interactive- usually with a great sense of humor. They don’t bore the clients with unnecessary information and keep the client flowing by maintaining the conversation.

3.    Monitoring Consumer Data and gaining insights

With feedback they collect through simple questions, you can make improvement on your services/products and can even optimize your websites by adjusting low converting pages.

Companies can track the command and responses given by their users to the chatbot.

4.    Better Lead Generation

A bot can ask the necessary and related questions, persuade other user and generate a lead for you.

5.    Easier approach to Global Market

It allows your business to scale up its operate to new markets without having to worry about multiplying incoming request to be handled.

6.    Cost Saving

Implementing a full functional chatbot, is much cheaper and faster than creating a cross platform app or hiring employees for each task.

7.    Keeping up with the trend:

Being present on messaging platforms.


Popular chat platforms

-       IBM Watson chatbot

-       Amazon lex chatbot

-       LivePerson chatbot

-       DialogFlow Chatbot

-       Bold360 chatbot

-       Microsoft Bot Framework

-       Botsify

There are also many other chatbots that integrate with all the popular social media apps like facebook Messenger, Telegram, badoo


  • Global chatbot markets is expected to grow exponentially between 2018 – 2023 – Credence Research
  • 85% Customer interaction will be managed without a human by 2020 - Gartour
  • 32% of executives says voice recognition is the most widely used AI technology in their business
  • 6 billions connected devices will proactively ask for support by 2019 - Gartour

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