Now that is responsive…
WHY IS A WEBSITE CHATBOT DIFFERENT FROM LIVE CHAT, AND WHY DO YOU NEED A CHATBOT?
Live website chat functionality is an established way of communicating with customers. It saves money for businesses, and customers say they love it.
By one measure, 73% of customers said they were highly satisfied with their live chat experience, compared to 44% of people who use the phone. There’s little question that live website chat is a key customer communications channel.
But what happens when the human behind your live chat is not at their desk?
Website chat – without the human
You might have heard about the latest advances in artificial intelligence (AI) and natural language processing (NLP). These technologies combine to help computers communicate with people in increasingly conversational ways.
One way in which AI and NLP work well together is chatbots: the ability of a computer to read and understand text typed by a human, and to respond meaningfully. In fact, chatbots can maintain entire conversations.
Imagine how useful that would be on your website: a chatbot that talks to your customers without the need for human help – 24/7, 365 days a year.
So, website chatbots are an excellent alternative to live chat. In many ways, chatbots can be even more responsive than humans, and website chatbots never take a day off.
In other words, with chatbots, customers can get the response they want, when they want it. It’s a clear advantage in the chatbot vs live chat argument.
Chatbots are cheap and chatbots are responsive.