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Posted on Aug 24, 2020
byAmol Gavai (Vice President – Business Development) 
What are Chatbots and why your business needs one?
Chatbots are computer programs that can have real conversations with its users. They can understand written, spoken text and decipher the meaning well enough to respond to the user with relevant information.
Command based chatbots can answer a limited set of questions and they use template search or dynamic search for understanding/answering questions. They rely on a databank of replies and reply by selecting an answer that matches the context of a query.
Artificial Intelligence based or Machine Learning Chatbots can answer ambiguous questions too. One does not have to be specific when asking questions to these chatbots. They can create replies from scratch using natural language processing. Also, these chatbots become smarter with time, learning from past questions and answers.
Chatbots can become the first point of interaction between customers and business, engaging customers better, providing instant assistance, buying advice, and resolving common issues. With an exponential increase in the number of mobile phone users who prefer to use websites/apps to browse, compare, buy and get support from a single interface, businesses are using chatbots in websites and mobile apps to streamline the processes.
Chatbots can play an important role in providing 24x7x365 customer support to customers to answer repetitive queries. Customers can receive quicker answersfor these types of queries and the chatbots can screen and direct fewer common questions to customer service agents. Thus, it can take the load off customer support teams and hence reduce operational costs. Today’s buyer expects quick information and prefers chats over calls. Chatbots can sell goods and services by guiding prospects through aninteractive sales process and suggest which products would serve them best.
Chatbots are less prone to errors; hence, the customers can enjoy a better experience which in turncan help to establish a better brand. AI technologies can also help to gather information/knowledge from the customers which can be used toenhance products and services.
If you are a business owner, this is the right time to start investing in chatbots for your business as they can do several tasks quickly and more efficiently than live human agents. Many brands are already using chatbots and they are enjoying benefits of being early adopters.
At Aress, we have been working on architecting, designing, developing & deploying chatbots through a strong team possessing AI engineering capabilities, AI solution architecture and UX/UI design expertise. Please feel free to get in touch with your questions and requirements.
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