Nowadays, with the development of AI being called for, many companies are starting to introduce chatbots to improve the efficiency of customer support operations. Chatbot is a word that combines the words chat (
chat
) and robot (
bot
), but what exactly is a chatbot and how does it work?
In this article, we will explain what a chatbot is. We will also introduce specific tools, so please read until the end.
What is a chatbot?
A chatbot is a program that automatically uses text, voice, etc. to have a conversation in response to a question. Many people have experience using chat functions on Skype, Zoom, etc. A chatbot is a program that allows robots to automatically communicate in real-time via text, much like humans do.
For example, if you contact a major mobile phone company online, you may have had the experience of chatting with a chatbot. One of the charms of chatbots is that when you select a predetermined question item, it automatically returns an answer, making the inquiry proceed very smoothly.
There are two types of chatbots
Many companies are currently using chatbots, but did you know that there are actually two types? From here, we will explain the types of chatbots.
Artificial incompetent (brainless) type
Some people may associate chatbots with artificial intelligence, but there are actually chatbots that do not have artificial intelligence. This chatbot is called “artificially incompetent (brainless)”. There are also other names such as “scenario type”.
The characteristic of the artificial incompetence type is that it is a program that responds to a certain word and returns a predetermined response. For example, if you select the inquiry item “I would like to speak to an operator,” it will automatically return the response “I will connect you to an operator now,” and connect you to the operator.
However, the disadvantage of the artificial incompetence type is that humans are already setting the rules, so detailed responses cannot be made.
From a user’s perspective, there are few who are aware of the artificial incompetence type, and many feel stressed, such as when they consult a chatbot but are suddenly connected to an operator.
AI equipped
AI-equipped chatbots refer to chatbots that use machine learning to determine the content of responses on their own. As mentioned above, a system that returns a predetermined answer to a predetermined question can be created without AI. However, if it is equipped with AI, it will be able to respond to more complex questions, making it possible to replace human customer support.
AI-equipped models can learn how to respond based on usage history and provide more accurate answers to user inquiries, so companies that require more detailed responses should choose AI-equipped models.
From the user’s point of view, it is a tool that is less stressful and more likely to lead to CV (conversion), as it is equipped with AI and answers up to a certain level.
The role of chatbots
So far, we have explained what chatbots are and their two types. From here, let’s explain what chatbots can do and their role.
.png)
Increase in number of CVs (conversions)
Chatbots are more than just a replacement for customer support. Chatbots are also useful from a
marketing
perspective and contribute to increasing the number of
.
If you want to complete contracts and payments online, you may want to introduce a chatbot that can collect and analyze data. The tools we introduce will also allow us to send individual messages to users.
There are also chatbots that can be linked with payment services, and by using such chatbots, it is possible to omit the need to enter troublesome payment information. Chatbots equipped with learning functions have the ability to learn how to interact with users and increase the number of CVs.
Reduced customer interaction
The easiest way to visualize and consider the cost-effectiveness of introducing a chatbot is that it can reduce customer interaction. By using chatbots, you can automate the response to inquiries from users and improve business efficiency.
Currently, customer support is largely handled by human operators. However, there are many inquiries about things that can be resolved without human intervention, and even though there is a limit to the amount of work that operators can do, there is a problem in which operators are overwhelmed with these types of responses. I will.
If you introduce a chatbot, even if it is not an AI-equipped chatbot, you can automate responses by setting in advance how to respond to the most frequently asked questions. This reduces the number of incoming calls at call centers and reduces the burden on operators, which is why more and more companies are introducing chatbots.
Realization of 24-hour support
Chatbots make it easy to provide 24-hour support. If operators were to be stationed 24 hours a day, operational costs would increase, such as extra wages for late-night work and inadequate support systems.
However, by introducing chatbots, you can realize a 24-hour response system while reducing the number of people working. For companies that have not been able to provide 24-hour service due to cost concerns, this will also increase user satisfaction. Chatbots are a great program for companies that want 24-hour support at a low cost.
Improvement of business system
Chatbots can also improve business systems. In addition to providing services for users, chatbots can be introduced into internal business systems to improve business operations.
For example, if daily report input using a chatbot is introduced, daily report entries, which used to be tedious by hand, can be completed by simply answering questions from the chatbot a few times. For companies that don’t know how to use it for anything other than customer support, I think it’s an eye-opening way to use it.
For other functions, such as attendance reports, can be done in time using chatbots, which can reduce the work that internal employees have to do, such as answering the phone. Chatbots are not only useful for external purposes, but are also effective for increasing internal work efficiency.
Points to keep in mind when choosing a chatbot
So far, we have explained the role of chatbots. From here, we will explain which chatbot you should choose and the points to keep in mind when choosing one.
cost effectiveness
Just because chatbots can reduce customer interaction and improve business systems, you should not introduce them carelessly. When introducing something new, be sure to carefully consider cost-effectiveness.
If your company does not have a significant need to reduce customer support, such as only receiving around 10 inquiries, the cost of implementing a chatbot will likely be higher. In addition, even if there is no need to improve business operations, introducing a chatbot within the company will only increase the operational cost of being able to use the chatbot.
Many companies that have introduced chatbots stop using them within six months to a year. Calculate the cost-effectiveness and carefully consider whether or not it is necessary to introduce it in the first place.
Support for chatbot implementation
Companies that have not previously used chatbots will not be able to easily introduce chatbots and have success.
For example, if you introduce an AI-equipped chatbot, you will need to train the AI. In order to increase its learning efficiency and improve the way it responds to users, it is necessary to continually improve chatbots. Additionally, if it is an artificially incompetent chatbot, it will be necessary to allocate human resources to modify the response template.
Depending on the chatbot tool you introduce, there will be a big difference in the extent to which the operating company will support you. Be sure to check to what extent the operating company’s support system is in place, while also considering internal resources and how much you can improve the chatbot within your company.
Installation effort and cost
By introducing chatbots, you can save energy and improve customer support operations. However, you must also consider the effort and cost involved in implementation.
When introducing a chatbot, a company must prepare such things as creating a dataset of answers and questions, and having the chatbot learn similar expressions for the questions in advance.
Furthermore, there will be additional tasks due to the introduction, such as improving the chatbot and adding data sets after the introduction. If you introduce a chatbot in a situation where you don’t have many internal resources, you will have no choice but to immediately stop using the chatbot.
Be sure to carefully consider introducing a chatbot, considering the effort and cost involved.
3 representative AI chatbots
From here, we will introduce three representative AI chatbots that are commonly used.
sAI Chat
sAI Chat claims to be an AI chatbot that requires no effort from the person in charge.
The strength of sAI Chat is that it combines high-performance artificial intelligence with generous operational support. sAI Chat’s AI chatbot can achieve highly accurate communication with an accuracy of 95% from the time of introduction.
In addition, by using sAI Chat, there is no need to improve the chatbot in-house, and a dedicated customer success team will consistently support you with measures to improve usage rates, suggestions for improving FAQs, etc.
The pricing plan for sAI Chat can be selected according to the circumstances of the company implementing it, such as Starter plan, Standard plan, DX plan, etc., and you will be able to implement the plan that suits your company.
CAIWA Service Viii
CAIWA Service Viii is an AI chatbot service developed by Ixys Lab Co., Ltd. Ixy’s Lab Co., Ltd. has been in business since 2007, and can be said to be the oldest company in the chatbot service industry in Japan.
The company’s CAIWA engine has high language recognition accuracy and is characterized by the fact that anyone can easily install a chatbot. Additionally, it comes with monthly maintenance support, and will also provide suggestions for improving the system by analyzing customer inquiries to improve its accuracy.
CAIWA Service Viii prices are not published on our website, so please contact us to confirm.
AI Messenger Chatbot
AI Messenger Chatbot is an AI chatbot specialized in customer support developed by AI Shift Co., Ltd. In addition to analysis of inquiry data, we have designed it with usability as the top priority.
In addition, regarding the tuning of chatbots, which is a concern, it is possible to make the system even more accurate using the unique tool “AI Compass.” We can also expect efforts to maximize effectiveness.
The price of AI Messenger Chatbot also cannot be checked on the homepage. If you would like to consider implementing it, please contact us directly.
Try it out with a free chatbot
We have introduced three chatbots so far, but for AI-equipped chatbots, you basically need to choose a paid plan. You can use it for free, but you may be dissatisfied with the fact that it’s mainly a free trial for XX days, and you can’t check out the full functionality.
If you want to try a chatbot for free without spending any money, try using an artificially incompetent (brainless) chatbot.
We will introduce three typical artificially incompetent (brainless) chatbots.
Hubspot
The first is Hubspot’s chatbot creation tool. “Hubspot” allows you to create a chatbot without coding and has many bot templates, making it easy to create a chatbot.
channel talk
The second is the “Channel Talk” chatbot. “Channel Talk” chatbot has the ability to automatically continue communicating not only with websites and smartphone apps, but also with emails and SNS.
anybot
The third is a chatbot called “anybot”. Anybot’s chatbot is a chatbot service that allows you to create a chatbot in 3 minutes and has advanced customization features.
There is no reason why you cannot create a satisfying chatbot unless it is equipped with AI. Although it is an artificially incompetent (brainless) type that can only respond to pre-registered text, if you can configure it properly, it is possible to create a chatbot that is as good as an AI-equipped chatbot.
First, let’s create a free artificially incompetent (brainless) chatbot and learn how to use it.
Summary: Achieve your goals efficiently with chatbots
Chatbot refers to an automatic conversation program that utilizes artificial intelligence (AI), and there are two types: artificially incompetent type and AI-equipped type. The role of chatbots is to reduce customer interaction and improve business systems.
When introducing a chatbot, you must carefully consider the introduction cost and cost-effectiveness before introducing it, but if you want to try it out, try using a free chatbot and then start using it for real. Consider introducing a chatbot.