Technology advances by leaps and bounds, and with this, applications increase and the possibilities associated with e-commerce are maximized. What is known as chatbot is not something now; It is an idea and a technology that has been developing for years, but that until recently was very ballasted. The lack of means in terms of artificial intelligence was evident to carry out a correct execution that could really offer a service to companies and consumers.
However, now seems to be the time when chatbots are about to live their moment of glory: technology has advanced enough to implement many improvements, and this is news that a large number of businesses were waiting with arms open It will not be, then, due to a lack of demand: the fact of being able to attend to customer inquiries in real time and without the need for personnel to do so is a major step forward in customer service, a crucial factor, especially in the sale online, which requires an open communication channel with the consumer.
The forecasts seem to agree that 2017 may be the year in which the kick-off to this service is finally given and that companies finally apply it on a regular basis. Facebook has put the cards on the table in this regard, betting strongly for the chatbot in your Messenger, and that, coming from one of the giants of social networks, is a signal to take into account.
In an era in which bidirectional communication is so present, it is essential to promote new modes of interaction between brands and consumers. There are many digital marketing tools available to e-commerce, and sometimes factors such as personalized attention can be the determining factor that tilt the balance in favor of your company instead of the competition. We are thinking of an automated system that is more natural and less uncomfortable for the customer than some telephone service or web forms, which do not end up satisfying the needs of the consumer.
There are many pitfalls to overcome in order to establish these systems in an effective way; artificial intelligence has difficulties to understand certain types of questions that the user can formulate, as well as colloquialisms, sarcasms and certain typical terms of conversational language. Even so, given the growing interest in them, there is no doubt that these problems can be solved largely and not cause disasters such as Microsoft’s bot Tay , which was launched on Twitter and took very little time to imitate the offensive responses of users, giving rise to an endless amount of bad taste tweets.
It is likely that the key to this whole process is not to completely eliminate the human factor in personalized attention, but to release much of the burden of consultations that a company may receive, streamlining processes and thus achieving time management. more effective