The consolidation of mobile technologies has resulted in the strengthening of instant communications. We move from connecting through devices and / or with preset people at a regular place to talking with others at any time and place within our particular daily routine. That’s what we call Instant Messages, established today at the level of marketing through the chatbots.
That type of system has been instrumental in disrupting users’ behaviour and seeking an immediate response and performance. Staying up and waiting goes beyond our daily expectations. Circumstances that are completely transforming traditional customer care services. We are passing from tidious tails at physical establishments, or eternally phone calls with robocalls, to chat immediately through chatbots, at the corporate pages or social profiles of leading products and services companies.
The chatbots are instant messaging systems that usually run from automation of messages by artificial intelligence. First, through specific questions, the system collects information about the user’s interest to contact with the company. Second, by identifying key words within users messages, it moves preset responses. The machine Learning takes an important role within these systems.
Artificial intelligence works from data. A big figure from time, from the experience that these chatbots have been able to accumulate. What we are trying to do is to create an autonomous system that offers solutions more effectively than those that could be offered by our own care providers. That does not restrict, however, that at a given time the system itself offers users an opportunity to move their consultation to a real person, in more complex cases.
The information that these chatbots can get from them is equally useful to conduct commercial strategies within their integrated platforms. That’s how it’s the system itself that’s charged with sending custom experiences to every potential client through notifications. A proactive tactic, aligned with the commercial and brand strategy that the company itself has established on each platform.
The chatbots are based on big data, to achieve a reduction of costs with high number of jobs. A system that also offers them the opportunity to attack potential customers through commercial strategies based on their past experiences. The longer you stay at a chatbot, more knowledge will have the system of user’s needs with the possibilities that this presupposes at the strategic and sales level.
Department of Marketing