Chat Bot and WhatsApp Business API
One of whatsApp Business API’s greatest strengths is its chat bot decree. While messages issued through a typical message will be automated, responses to incoming messages can be organized through chat bots.
Chatbot services help you deliver faster customer service, a key factor in satisfying customers. If your call center is busy, you can even offer customers the option to switch to your chat bot by deflecting the interactive response. Many customers largely prefer this to stay on a waiting list for the next available human agent.
Chatbot services are available 24/7, supporting your human agents during busy times and covering customer interaction when your human agents are not available. You can design chat bots for multilingual support.
Before we examine chat bot in detail, let’s take a quick look at how WhatsApp Business API is integrated into your systems. The API will be integrated into back-end systems to record orders, purchases, appointments, and other events that may result in a typical outgoing message.
It also integrates with CRM, where incoming messages will be displayed and queued to attract the attention of human agents or your chat bot services.
If chat bot picks up the message, its interaction with the client will be displayed to your human agents who can handle the conversation at any time. It’s also important to give customers the option of interacting with a human agent, although most people find it convenient to interact with chatbots, some hate the process, and some may find chatbot difficult to interpret complex queries. Human delivery is an important part of chatbot design, whether it’s through a menu option or a smart backup.
Explore chat bot with WhatsApp Business API
Chatbot services themselves come in two basic forms. Rule-based chat bots track pre-selected conversation flows, allowing customers to navigate by clicking buttons or answering questions.
Artificial intelligence bot chats, sometimes called smart robots, use machine learning to develop natural conversations. Both types of chatbots have strengths and weaknesses.
Both chat bots record texts for each conversation, allowing you to easily track the context of conversations and make text available to customers on request.
It also allows for analysis of chat bot interaction and performance, as well as useful information such as user behavior, first countries, conversion path analysis, and overall participation rate.
This enables you to perform A/B tests on conversation flows to determine what’s best for your target audience, track how deep the conversion path customers go, track the number of conversations that are converted to qualified leads, subscriptions, resolved customer tickets, etc.
You can adjust the API to send notifications to each lead generated by chat bot through SMS or email, and link chat bot to SMS campaigns to attract potential customers.
Rules-based chat bot
This type of chat bot follows a pre-designed conversation path based on resolution. Users navigate through the conversation by clicking buttons or answering simple questions.
Rule-based chatbot services may provide information similar to those available on your company’s website; many customers prefer to immediately ask questions and get answers instead of searching your website themselves.
The main advantage of rule-based chat programs is that they are easy to create, understand and quick to set up. It’s easy for users to navigate, and it enables you to limit the conversation range to pre-defined topics.
It enables you to direct inquiries and provide pre-prepared information to customers such as catalogs or brochures. They do not allow customers to ask their own questions, and customers may lose interest if they are provided with too many lists or options before they can resolve their queries.
Positives
- Easy to build
- Fast-building
- Easy to navigate
- Eliminating the risk of failure
Cons
- Users cannot ask their own questions
- Users lose interest if conversations are too long
Chat Bot Built-in Artificial Intelligence
Artificial intelligence-backed chatbot services use dynamic machine learning to simulate natural conversations. They are complex parts of the programmes and require regular training and improvement.
Their primary advantage is that they allow customers to ask their own questions and talk normally. This can lead to better interactions, and therefore better customer engagement.
However, it takes time for chat bots with artificial intelligence to learn a variety of questions, and some people don’t like to interact with them. If the conversation lasts too long, or chatbot doesn’t recognize customer queries and asks them to repeat them frequently, the customer may get frustrated.
For this reason, chat bots must be handed artificial intelligence to human agents if the conversation does not progress. Smart backups are included in good AI chatbots, allowing them to learn when they are not helping the customer, and to deliver to a human agent to continue the conversation.
Positives
- Natural conversations
- Allows customers to ask questions
Cons
- Takes your time in training
- Not suitable for all customers.
