Chatbots are HOT. Gartner predicts chatbots will power 85% of customer service interactions by next year, and 31% of marketers believe that virtual personal assistants will have more impact than any other AI technology.
Analyzing over 20 years of live chat transcripts, LivePerson found 69% of chats and calls could be handled quickly by bots, and Nielsen found 56% of online shoppers say they prefer to resolve issues through messaging apps than call customer service.
If you want to join the 80% of executives that are using or planning to use chatbots by 2020, read on to learn what to look for in an ecommerce chatbot solution.
A key differentiator between chatbot tools is whether they’re rules-based scripting or leverage learning algorithms and natural language processing.
Chatbots are programmed with conversation trees, a mapping of “bot says / user says” dialogs. Responses can be closed (predetermined) or open (type a question/response), or a mix of both.
Image: Chatteron.io Demo
Scripted scenarios are great for common customer support inquiries that can easily be served by quick answers or links to shipping and return policies, or similar content. Of …read more