The ease of creating a chatbot today allows people without programming knowledge, but with a lot of desire and knowledge of their business, to stand out.
In short, a chatbot is the creation of automated conversation flows that will interact with people through text messages (chat), within websites, on Facebook messenger and most likely soon on WhatsApp.
The most obvious application where the market began to french email address list was to take this technology to replace entire customer service teams with automated robots.
However, it has the potential to enter several areas. After all, how much time is wasted repeating the same answers over and over again?
As a result, new applications began to emerge, such as automated consultancy, lead generation, among others.
How they work
Chatbots basically follow two programming methods. One is through the creation of flows based on user responses. In this case, logical sequences are widely used. Here is an example:
However, the trend for chatbots is increasingly to adopt the natural language of human beings. This is where language recognition, NLP and artificial intelligence come in. This is when bots can identify the responses that work best automatically, in addition to always learning on their own.
Check out this latest Data Science episode on NLP:
Some examples
I counted
When it comes to marketing, bots have been used to collect leads and for sales. As a sales case, I am passionate about the Contabilizei project. One of the main startups in Brazil, the company does accounting for companies in an automated way.
As they handle many purchase proposals, they created a salesperson who asks a few questions and guides you through the sales process.
Based on the user's responses, it fully adjusts its argument. Unlike a website where it needs to communicate with all audiences, the chatbot only puts what makes sense for the user's profile.
When I inform in the chat that I want to change my accounting due to the search for agility and reduction of bureaucracy, for example, he tells me the following:
“Our team translates “accounting jargon” into Portuguese, so you can keep track of what’s happening with your business. Our service is fast, personalized and always available to you.”
And so he guides you and tells you “what you want to hear”, of course, as long as it is aligned with their delivery.
Cabral Engine
I had heard about chatbots installed on websites to capture leads, but I had never spoken to anyone who had done this in practice and had been successful. That was when I learned about the Cabral Motor case.
What is one of the main concerns of those who are going to buy a motorcycle or a car and don't have the cash to pay? Exactly, the financing simulation.
When this simulation is done in a friendly and clear way, the chance of the person following through is much greater.
It's a simple chatbot that captures the user's needs very well. The result is the highest conversion rate I know of on a website (unfortunately I can't reveal the number, but believe me, it's high).
Harve
After seeing the conversion numbers, I decided to create one for Harve. However, it wasn’t yet clear what the appeal of the chatbot would be. That’s when I remembered that one of the main doubts people have when choosing a course is understanding what makes the most sense for them.
After all, this is a very complex area with several alternatives. So I realized that there was something there. After all, if I could help people, they would be happy to leave their contact details.
It is a logical sequence chatbot, but it is a little more complex because it has several decision-making processes. The challenge in building the chatbot was knowing which question to ask and when to ask it.