As technology continues to evolve, it has found a role in a variety of aspects of our lives. However, as this role increases and changes shape, there beckons the question if this can simulate the experience that a human provides. Is it possible to have a conversation with a bot? First, let’s define what this bot looks like in the context of conversations.
As businesses have worked to fulfill the ever-growing needs of customers, the era of applications and tools providing instantaneous feedback has developed. Conversational Apps bridge the gap between humans and computers through interpreting, processing, and appropriately responding.
Mimicking the human experience seems to be relatively linear and intuitive, however, human beings are anything but simple. A lot goes into Conversational Apps to ensure that they are able to communicate with human beings effectively.
The process begins with a customer query coming through to the Conversational App, then through various algorithms, the apps are able to parse through the human language to understand what is being asked of them. Upon finding the specific verb or noun, the App utilizes Machine Learning to determine the ideal response. This step is key, as over time the apps are able to build their knowledge of interacting with humans and can format their responses in the same style of human conversation.
This means that businesses can allow customers to submit questions and continue providing customer service without needing to oversimplify customer’s requests. As a result, there is less effort on the customer’s end to communicate with technology and allows for seamless engagement.
While the goal of engaging the user is the same for Conversational Apps and ChatBots alike, their means of achieving that goal differ. A pivotal distinction for conversational applications is their ability to comprehend the regular human conversation. On the other hand, ChatBots rely on a series of scripted questions, prompting the user to respond in textual responses, which tend to have more room for error as they are linear and lack the depth of comprehension that Conversational Apps use.
For example, in the example of setting a restaurant reservation, ChatBots would send a series of questions such as “What name? What date? What time?” and save each response as an individual input, while with a conversational app, it’s possible to have a calendar appear and allow the user to select the specific date, explicitly selecting the timezone all in one, as opposed to several segmented questions.
Using Conversational Applications can take businesses to the next level. Customer service is an absolute essential for businesses to have, and through conversational applications, businesses can provide almost immediate responses and support to customers. Conversational Applications can also start building profiles for customers and allow for long-term engagements. With it being available 24/7/365, customer service can go beyond the usual parameters of 9 AM to 5 PM and allow for global customer engagement to happen without restraints of timezone. In times where immediate responses are almost standardized, providing customers with the most immediate and efficient experience is prioritized.
If you’re looking to learn more about conversational apps, check out Beingo Demos to see how these apps work for yourself!
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