Complete Guide to ChatBot Development, Business Made Easier. Case Study From Our Experience
Communication with the client is the key to a successful business. Customers always expect a quick and informative answer to their question, whether it’s a suite in a 5-star hotel or pizza delivery. The best service is always expected from a business, and communication with the client is a fundamental part of the service. That is why businesses, since 2016, have been actively using chatbots to work with clients.
In our guide, we will tell you everything about chatbots and web development and why it is important for your business.
What is Сhatbot?
In simple terms, this software replaces a person when communicating with customers in a chat. The key task is to help users by answering their questions. Chatbots provide instant information and can communicate with many customers at the same time. It is convenient and helps to reduce consultant staff costs.
Chatbot development solutions allow you to formulate answers that mimic natural speech for users automatically. As a rule, chatbots are used to answer the most frequent customer requests automatically. There are also more advanced versions of the usual chatbot such as Siri, Alexa, Cortana, and Google Assistant. Chatbots are actively used in various industries to improve the efficiency of operations, eliminate errors, and automate the customer service desk. All of this helps business owners save money and time.
What are the types of chatbots?
Depending on the task, there are many types of chatbots. All of them can be classified into different types. Some chatbots are capable of handling simple requests, while others are capable of handling more complex tasks. Some bots are general, while others are more specialized and are intended to be used only in a certain area, such as medicine or the hotel business. Text, voice, or self-learning chatbots are designed to perform various tasks. Therefore, before you create chatbots, you should become more familiar with all of their types.
As you can tell from the name, simple chatbots are the most common type of bots that have limited features. Based on predefined options, simple chatbots ask questions for the client. Such a chatbot will not draw any conclusions or continue the conversation based on its previous interactions. The client simply chooses from the options offered to him, which are suitable for direct dialogues, for example, when ordering pizza. Such chatbots are easy to build and train.
In turn, smart chatbots imitate human communication with customers using artificial intelligence. They require programming, but as a result, such chatbots can understand the context of interaction, feelings, and intentions of customers. All virtual assistants are essentially smart chatbots. Chatbot development of this type is more difficult to implement and execute because it requires a lot of data to learn. However, there is a lot of demand for them due to their user-friendliness and even the ability of the chatbot to engage in small talk.
Hybrid chatbots development
This is a combination of smart and simple chatbots, trying to find a middle ground between two extremes. Hybrid chatbots can understand intent and context, but they are rule-based. Some of the best examples of this type of chatbot are medical diagnosis chatbots. Patients report their symptoms in a rule-based format and then receive as much detail as possible about their treatment.
Machine learning chatbots
Since we are talking about improved versions of chatbots, we cannot fail to mention chatbots with machine learning. Thanks to natural language processing, such chatbots successfully imitate human conversations. ML chatbots help reduce support costs and help solve complex problems. They are very valuable for automating business processes and are often used by organizations in sales, customer service, and also in personnel management.
Such programs mimic very human-like interactions through artificial textual or conversational interfaces. They are often used by businesses to provide 24/7 customer support and answer simple queries. At the same time, such chatbots are easy to learn and respond to if the client uses complex phrases. You can even add some humor to the responses of such a chatbot to make it more human-like.
As we said earlier, chatbots healthcare is another specialized area. Payers and healthcare providers have long used AI-enabled tools in their work. Many patients do not even realize that when they start a conversation with a medical representative, they can be answered by a medical chatbot. This greatly helps to reduce unnecessary costs and simplify patient care.
Hotel & Concierge bot
Hotel chatbots are a kind of concierge replacement. As a rule, such a bot imitates interaction with a hotel employee. They can process room service orders, digitize the check-in process for hotel guests, record housekeeping, and perform some other functions. Such chatbots come in both artificial intelligence and rule-based.
Chatbots for customer service
Solving customer problems quickly is the key to a successful business. Customers want quick answers and chatbots help with that. Clients receive bot support 24/7. Bots help file complaints, make appointments, or solve simple problems. Customer service bots are actively used by businesses because they allow companies to scale their services. It also helps reduce costs for companies.
Button-based or menu-based chatbots provide customers with choices in the form of menus and buttons. The chatbot answers questions depending on the choice of the client. This type of chatbot software follows a decision tree or a predefined path. They act in the same way as rule-based chatbots. Such an algorithm helps them find the exact answer to the question posed by the client.
These chatbots use NLP and custom keywords to detect action triggers in a conversation. All this helps to understand how best to respond to the consumer. However, these chatbots can crash if they encounter a lot of repetitive requests. Therefore, it is recommended to combine menu or button navigation with keyword identification. This helps make the work of keyword-based bots more efficient.
Another tool for communicating with artificial intelligence is a voice chatbot. Such a bot can easily analyze, capture and interpret the voice input of a person who speaks. All of this helps the voice chatbot to respond to a person in his language. Using voice commands, AI can communicate with a person and receive contextual responses. The main advantage of voice chatbots is their convenience. A voice-enabled bot allows you to make purchases, place orders, and have other interactions using natural speech.
How to Develop a Chatbot? BoostHub Chatbot Case Study
Chatbot Development: Experience & Practise
Creating chatbot software is a complex but interesting process and we have many interesting stories about it. Indeed, in the modern world, working with a client determines the success of a business in e-commerce, which means that the demand for creating chatbots is very high.
As you know PM Partners is a chatbot development company. One day, we were approached by a client who wanted to build a chatbot for a network service provider. We treated this order very responsibly because we understand its significance. Such a solution expands the capabilities of the enterprise, which, will be able to sell almost any type of goods and services.
History of BoostHub
The customer of this bot was a supplier of technological solutions from Ukraine. Their mission was to provide software on demand to individuals and businesses. All of this should contribute to improving both the global and Ukrainian IT ecosystems. The request for a chatbot was to serve online stores and other online service providers. For them, it was important that the chatbot integrates seamlessly with third-party ERM solutions and have high versatility.
Tasks and challenges
For the customer, the budget and timeline for chatbot development were not as important as fulfilling the main tasks. We were given the following task to create a chatbot:
- Develop a concept
- Write scripts
- Provide integration with payment processing systems
- Achieve chatbot integration with ERM
- Conduct QA testing for a chatbot
- Create technical documentation
Why PM Partners?
A client representative contacted our company through the website. We immediately discussed the details of the project and considered it. After several strategic sessions and proposal preparation, we signed a development contract.
The representative of the customer commented on the choice of our company as follows: “The key aspect we were looking for was extensive experience in the e-commerce niche.” Also adding, “Once it’s clear that your team is intimately familiar with these kinds of digital solutions, the decision is almost made.” We were pleased with the trust placed in us and we immediately set to work.
Symphony of work by PM Partners
Being fans of our business, we gladly set to work. It was creative work, during which we wrote the following functionality for the chatbot:
- Administrator account management
- Registering functionality
- Client account management
- Channel management
- Notification system
- Analytics system
- Product and service management
- Link to a web resource
Each function listed above has extensive capabilities for creating scripts, modifying them, editing them, and many other settings. All this helps to ensure that users will interact with online stores in the way that is necessary for business.
With maximum effort, we have created a thoroughly tested, convenient, and fully functioning Telegram chatbot. It was important for our client to focus on this messenger, due to its capabilities for working with retail, e-commerce, and the like. At the same time, we did not want our client to lose the ability to integrate with other popular social messengers, so we also made our chatbot compatible with Viber and WhatsApp.
Indeed, one of the main advantages of this technology is that even without a specific website or ERM, product and service providers can freely use chatbots. Therefore, we decided to use the maximum potential for chatbot customer services. In addition, we have integrated functionality for managing and adding items, notifying clients, collecting statistics, managing clients, and many other chatbot features that elevate BoostHub to a mid-level ERM.
BoostHub Chatbot Features
A chatbot like this opens up a lot of business opportunities. That is why companies are already using chatbot integration to create competitive advantages for their business. Among them are the following advantages:
- Business management made easy
- Increasing customer engagement
- Improves business communication between customers and online stores or service providers
- The number of repetitive questions and unnecessary communication is greatly reduced
- An additional way to advertise goods and services
- Payment processing made easy
- The number of leads is increasing
- Improved business performance analytics
PM Partners Chatbot Development Company
In conclusion, we can say that although a chatbot can be called an innovative business solution, it is very functional and useful for business. By the way, our client was very pleased with the digital solution that we offered.
Looking for a professional team of IT specialists to build a functional chatbot? PM Partners is the right choice for you!
We at PM Partners are always happy to help your business grow with chatbot solutions development!
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