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  • Conversational AI & Business Messages: Helping Brands Drive Conversions & Retention

    “Google Business Messages drives a booming close to  85% CSAT scores for Levi Strauss.” Isn’t that amazing? According to the Vice President of Product experience at Levi’s, today’s consumer wants their problems to be heard. And that’s where google business messages being of sole purpose helps brands and businesses create a rich customer experience by enabling them to do a better job at ‘hearing’ their customers and uncovering new exciting ways to delight their consumer base.

    But what exactly is Google business messaging? And how is its collaboration with Conversational AI, a partnership leading the future of modern-day businesses? This blog will help you discover the answer to all these numerous questions along with also letting you understand how you too can gain benefits from this grand integration.

    What is Google Business Messaging and How Does It Work?

    Google helps organizations expand at a striking rate by accumulating various data, tools, and resources. It also provides organizations with an end-to-end marketing and branding solution. From a simple company listing to displaying ads and search engine ads, Google caters to any and all types of target audiences.

    People have been using Google Search and Google Maps to find information related to businesses for the last few decades. Though finding the location basic info listed in their Google Business (GBM) profile is easy. It hasn’t been that easy to actually contact the business, up until now. 

    In brief, Google Business Messaging is a messenger tool that helps consumers get in touch with businesses in real-time, straight from their Google Business Profile listing. This means that customers now have the power of reaching out to business directly from the search results, without having to go through the trouble of searching for your website and looking for a potential email address or a phone number that will lead them to you.

    But how does this actually work? The answer to this is simple.

    Think of GBM as a form of instant messaging. When a person activates the Messaging feature on the supported apps, customers will be able to see a Message button on their GMB listing. The button is only visible when your profile comes up in both Google Search and Google Maps. GBM is basically a channel that is solely driven by high intent searches. Its most effective entry points are from Google web or map searches, where people are continuously searching for shops, businesses, or products and can be engaged at the earliest point of their search.

    If for instance, a customer is applying for a  credit card application, and couldn’t complete the process due to a sudden interruption, hence on the website they’re lost.

    If the conversation starts with GBM, after entering the channel through a web search, there’s a second chance to engage and get help finishing what they started. Using Convert’s follow-up notifications, the consumer is re-engaged and the brand doesn’t miss out on an opportunity of converting a new customer or the ability to provide conversational experiences throughout time.

    But what exactly is Conversational AI and how is the integration of Convert and GBM tends to be the perfect conversational marketing partner for businesses? We’ll take a closer look into that below.

    Things to Remember While Using Google Business Messaging

    Though the process of signing up and usage of google business messages is quite seamless these are some of the points you should absolutely take care of while using google business messages to get a positive outcome:

    • Curation of an engaging welcome message that garners attention from customers.
    • The average response time should be as low as it could be to catch the highly powered intent of consumers.
    • Look out to solve customers’ apposite queries optimistically.
    • Cross-selling and other feedback should be as short as they could be.
    • Make sure that the consumer’s doubts are cleared.

    Keeping all this in mind and using it at the correct time will certainly lead to customer satisfaction and increased growth.

    The Integration of GBM & Conversational AI: A Partnership Towards Amelioration of Future

    Google Business Messaging has all the features of deriving growth to businesses. But the increase in the competition of the industrial space and less amount of time available to the businesses has brought forward the need for automation and integration of GBM with Conversational AI. And this is where Convert by Ori comes into play.

    Convert is an advanced Conversational AI that has the capability of boosting customer communication across sales, advertising, and marketing to drive better and more meaningful conversations. This in turn reduces the CAC and gives the company results that you would’ve otherwise never expected. It is an effective, immersive, and elegant method to fast track your sales from the time a customer starts researching about his desired need to the time where he buys it.

    The unification of Convert and GBM further turned on to become the partnership leading towards the betterment of future businesses. 

    Following are the pros of integrating Google business messages with Convert:

    • Customer Experience and Artificial Intelligence (AI) are integrating to offer an exceptional customer experience. Consumer experience is wholly taken care of with the usage of Google Business Messaging (GBM). Businesses can further improve their customer experience by automating it with Convert which will offer them better results as compared to traditional marketing automation techniques.
    • Instant resolution to the queries by using Conversational AI: Businesses can now easily automate Google Business Messaging by using the power of automation and conversational AI offered by Convert depending upon the queries they receive which also gives the advantage of little or no waiting time.
    • The integration is paving the way for Online-to-Offline business discovery which has seen decrement as the market has seen a massive change in the way customers interact with the local businesses since the inception of pandemic and new-age technology and this has significantly cluttered out the issue.
    • Live agents can take over in case of a complex query resolution which can also be termed as the integration of AI and humans working for the sole purpose of growth.

    All these features and advantages make the unification of Google business Messages and Conversational AI the need of the hour for growing businesses in 2022.

    Conclusion:

    To sum up, all the impactful features of Conversational AI coupled with that of GBM helps Commercial industries derive growth by:

    • Causing an increment in brand visibility.
    • Lead generation at an effective cost.
    • Easier product discovery on a larger scale.
    • Resolving customer queries 24×7, leading to customer satisfaction.
    • Increasing CSAT and leveraging organic growth.

    So to conclude, there cannot be a perfect time other than now to adopt the offerings of Convert as an automated Conversational AI tool for clinching the advantages of GBM which will further improve your customer satisfaction and overall sales performance by seven times.

    Get in touch with us to have a closer look at Convert for platforms like Google Business Messaging, Whatsapp, Instagram, and many other additional channels. We can certainly advise you on what’s best for your company considering your needs and requirements. We will also set up a demo so that you can see how Convert as a Conversational AI can skyrocket your business to new extents. For setting up a demo with us, visit www.oriserve.com.

    “Google Business Messages drives a booming close to  85% CSAT scores for Levi Strauss.” Isn’t that amazing? According to the Vice President of Product experience at Levi’s, today’s consumer wants their problems to be heard. And that’s where google business messages being of sole purpose helps brands and businesses create a rich customer experience by enabling them to do a better job at ‘hearing’ their customers and uncovering new exciting ways to delight their consumer base.

    But what exactly is Google business messaging? And how is its collaboration with Conversational AI, a partnership leading the future of modern-day businesses? This blog will help you discover the answer to all these numerous questions along with also letting you understand how you too can gain benefits from this grand integration.

    What is Google Business Messaging and How Does It Work?

    Google helps organizations expand at a striking rate by accumulating various data, tools, and resources. It also provides organizations with an end-to-end marketing and branding solution. From a simple company listing to displaying ads and search engine ads, Google caters to any and all types of target audiences.

    People have been using Google Search and Google Maps to find information related to businesses for the last few decades. Though finding the location basic info listed in their Google Business (GBM) profile is easy. It hasn’t been that easy to actually contact the business, up until now. 

    In brief, Google Business Messaging is a messenger tool that helps consumers get in touch with businesses in real-time, straight from their Google Business Profile listing. This means that customers now have the power of reaching out to business directly from the search results, without having to go through the trouble of searching for your website and looking for a potential email address or a phone number that will lead them to you.

    But how does this actually work? The answer to this is simple.

    Think of GBM as a form of instant messaging. When a person activates the Messaging feature on the supported apps, customers will be able to see a Message button on their GMB listing. The button is only visible when your profile comes up in both Google Search and Google Maps. GBM is basically a channel that is solely driven by high intent searches. Its most effective entry points are from Google web or map searches, where people are continuously searching for shops, businesses, or products and can be engaged at the earliest point of their search.

    If for instance, a customer is applying for a  credit card application, and couldn’t complete the process due to a sudden interruption, hence on the website they’re lost.

    If the conversation starts with GBM, after entering the channel through a web search, there’s a second chance to engage and get help finishing what they started. Using Convert’s follow-up notifications, the consumer is re-engaged and the brand doesn’t miss out on an opportunity of converting a new customer or the ability to provide conversational experiences throughout time.

    But what exactly is Conversational AI and how is the integration of Convert and GBM tends to be the perfect conversational marketing partner for businesses? We’ll take a closer look into that below.

    Things to Remember While Using Google Business Messaging

    Though the process of signing up and usage of google business messages is quite seamless these are some of the points you should absolutely take care of while using google business messages to get a positive outcome:

    • Curation of an engaging welcome message that garners attention from customers.
    • The average response time should be as low as it could be to catch the highly powered intent of consumers.
    • Look out to solve customers’ apposite queries optimistically.
    • Cross-selling and other feedback should be as short as they could be.
    • Make sure that the consumer’s doubts are cleared.

    Keeping all this in mind and using it at the correct time will certainly lead to customer satisfaction and increased growth.

    The Integration of GBM & Conversational AI: A Partnership Towards Amelioration of Future

    Google Business Messaging has all the features of deriving growth to businesses. But the increase in the competition of the industrial space and less amount of time available to the businesses has brought forward the need for automation and integration of GBM with Conversational AI. And this is where Convert by Ori comes into play.

    Convert is an advanced Conversational AI that has the capability of boosting customer communication across sales, advertising, and marketing to drive better and more meaningful conversations. This in turn reduces the CAC and gives the company results that you would’ve otherwise never expected. It is an effective, immersive, and elegant method to fast track your sales from the time a customer starts researching about his desired need to the time where he buys it.

    The unification of Convert and GBM further turned on to become the partnership leading towards the betterment of future businesses. 

    Following are the pros of integrating Google business messages with Convert:

    • Customer Experience and Artificial Intelligence (AI) are integrating to offer an exceptional customer experience. Consumer experience is wholly taken care of with the usage of Google Business Messaging (GBM). Businesses can further improve their customer experience by automating it with Convert which will offer them better results as compared to traditional marketing automation techniques.
    • Instant resolution to the queries by using Conversational AI: Businesses can now easily automate Google Business Messaging by using the power of automation and conversational AI offered by Convert depending upon the queries they receive which also gives the advantage of little or no waiting time.
    • The integration is paving the way for Online-to-Offline business discovery which has seen decrement as the market has seen a massive change in the way customers interact with the local businesses since the inception of pandemic and new-age technology and this has significantly cluttered out the issue.
    • Live agents can take over in case of a complex query resolution which can also be termed as the integration of AI and humans working for the sole purpose of growth.

    All these features and advantages make the unification of Google business Messages and Conversational AI the need of the hour for growing businesses in 2022.

    Conclusion:

    To sum up, all the impactful features of Conversational AI coupled with that of GBM helps Commercial industries derive growth by:

    • Causing an increment in brand visibility.
    • Lead generation at an effective cost.
    • Easier product discovery on a larger scale.
    • Resolving customer queries 24×7, leading to customer satisfaction.
    • Increasing CSAT and leveraging organic growth.

    So to conclude, there cannot be a perfect time other than now to adopt the offerings of Convert as an automated Conversational AI tool for clinching the advantages of GBM which will further improve your customer satisfaction and overall sales performance by seven times.

    Get in touch with us to have a closer look at Convert for platforms like Google Business Messaging, Whatsapp, Instagram, and many other additional channels. We can certainly advise you on what’s best for your company considering your needs and requirements. We will also set up a demo so that you can see how Convert as a Conversational AI can skyrocket your business to new extents. For setting up a demo with us, visit www.oriserve.com.

  • WhatsApp Business API – All You Need to Know

    In today’s time where 61% of the people give priority to messages and updates before and after going to bed is an indicator of how written conversations have become the most preferred medium of interaction over time. 

    And when talking about written conversations what surely chimes into one’s mind is WhatsApp. Having a huge base of more than 2 Billion users out of which  1.6 billion interact through the app every single month makes it the most trusted and leveraged messaging platform. And with the introduction of WhatsApp for business and API, it has served the same purpose for businesses. Also, the role it has played in the tough times of the pandemic makes it an integral channel for businesses in 2022.

    The WhatsApp Business solution not only allows businesses to send usefully, templated notifications to their customers but also to respond and support those who reach out to them on the channel. However, WhatsApp has recently announced changes in its pricing model which has been made effective from Feb 2022. Though to some of you, it might be clear but for most of them out there the changes remain blurred and unclear. This blog is a guide to all the changes that WhatsApp has made effective from February and will also let you understand how it will impact your business in the long run.

    The Fundamentals of WhatsApp API

    WhatsApp Business API is an application program interface that allows medium and/or large-scale businesses to interact with their customers in a secure, private environment along with allowing a more friendly, leveraging, and informal way of communication. The main idea of the WhatsApp API is to take the WhatsApp API endpoint and integrate it into their business software. This way, the businesses can interact with the customers without any hassle.

    To access WhatsApp API, you need to go through an intermediary also known as WhatsApp Partner or Business Solution Provider (BSP) to get a WhatsApp API account because WhatsApp doesn’t give direct access to end-users.

    And now that you have a WhatsApp API account, you can further connect the WhatsApp API endpoint with Conversational AI like Convert to start messaging. You can choose the plan that suits your current need and can even shift it to another if needed in the future. But how exactly are the prices decided? and what are the associated costs that play a major role in the same? We’ll be understanding all of this in the next section.

    Who are Business Solution Providers? How do they impact the pricing?

    To understand the pricing game what needs to be understood is how WhatsApp provides its services to the businesses. And to recognize the same, you must first be acknowledged with business solution providers (BSP) and their role.

    WhatsApp is very significant with the companies it grants direct API connections to. For most companies, the only way to connect to WhatsApp API is via Business Solution Providers (BSPs). But what exactly do they do?

    The answer to this is simple. WhatsApp Partners provide you guidance at every step of registering your business on WhatsApp. From figuring out messaging rules to porting numbers to verifying your WhatsApp Business API account they’ll be there providing you with a helping hand all the way through. Your experience with WhatsApp API mostly depends on the BSP you choose. 

    Now talking about the pricing, WhatsApp doesn’t directly charge its fees from the businesses BSPs are the source of revenue for them. As BSPs are liable for providing API services and assistance to businesses that are borrowed by them from WhatsApp API directly, WhatsApp charges them for the same. But how do the BSPs get paid?

    So, the BSPs pass on this charge to the end-users which in this case are the businesses taking its service by adding certain costs which include set-up fee, markup per message cost, and their cost of services, etc. And this is how the BSPs get paid and also becomes a key aspect of the pricing model. Knowing all of this, let’s dive deeper into the way how all of this comes into play.

    Know-how of WhatsApp Business API Pricing

    WhatsApp API pricing has evolved. Starting in 2018 with charges based upon notification basis it has now switched to a conversation-based model where it is charging businesses based upon the number of times it interacts with its consumers. This new model of pricing has been made effective from Feb 2022. 

    Where earlier session-based messages were free and the cost of template messages sent to customers varied by region now WhatsApp will be charging the businesses based on the number of conversations initiated by users or businesses in a specified period. Let’s take a closer look at how these models work.

    Understanding the Conversation-based Model

    Talking of WhatsApp business API, there are two types of conversation models brands/businesses interact through. The first one is based on per-message/notification sent or received and the second one is session-based.

    Now the first model i.e, based on the number of messages sent/received is the model that was used earlier where businesses were charged for every message sent. The second model is session-based where businesses are charged for messages sent/received over a time slot of 24-hours. An example of a session-based message could be if a user asks you for more information regarding a product/service. Or if a user follows up on a sale, or a customer care issue, etc. This model of pricing has been deployed by WhatsApp as of now.

    How does Conversation-based Pricing work?

    Conversations are the key to building effective consumer relations. In comparison to traditional methods of customer resolution, conversational methods provide a fast and effective consumer experience.

    Just like notification-based pricing varies across different countries and regions the same applies to Conversation-based pricing. But conversations carried on in WhatsApp business API can be categorized into two categories which include:

    • User-initiated conversations: A conversation that initiates in response to a user message. Whenever a business replies to a user within the 24-hour customer service window, that message will be associated with a user-initiated conversation.
    • Business-initiated conversations: In this, the business sends the first message or continues a conversation outside the 24-hour session. One should keep in mind that this type of conversation can only be started with pre-approved message templates as suggested by WhatsApp official notice.

    The prices for the user and business-initiated conversations are different for every region as notified in the official statement which can be checked here.

    Key Changes after February 2022

    The following changes have been introduced for businesses using the services of WhatsApp API after the recent update:

    • Key Change 1: As WhatsApp has moved towards a conversation-based model, WABA API conversations will be priced differently towards user-initiated and business-initiated conversations.
    • Key Change 2: Each WhatsApp Business Account will receive 1000 Free tier conversations monthly, which can be either user or business-initiated. If you have more than one number linked to your account, these are shared between all your numbers.
    • Key Change 3: Businesses can send free-form messages within the 24-hour customer service window at user-initiated conversation price. If the company does not respond to the user-initiated message, it will not start the 24-hour conversation session and the company will further not be charged.
    • Key Change 4: After collecting customers’ WhatsApp contact through different channels, you can encourage the customer to Opt-in (agree to receive messages), and then you can update the company’s news or send a quality-based message to the opt-in customers anytime through WhatsApp. You should keep in mind that in this case, you can only use pre-approved message templates for sending messages.

    How WhatsApp Integrated with Conversational AI Delivers Value

    Having known all the changes that have been introduced post-update, you should also understand the role Conversational AI like Convert plays in maintaining large-scale customer relations through the channel which is widely used across the globe.

    WhatsApp API allows third-party integration into its channel which is a great opportunity for brands/businesses to create meaningful relationships with their customers. Convert as a Conversational AI, automates lead generation, helps in generating interest, provides efficiency along the process of sales, improves sales and marketing ROI, and much more.

    Summing up, it can be said that it is a one-stop solution for all your needs related to customer acquisition in modern times.

    To Conclude:

    After knowing all the key changes introduced by WhatsApp for businesses these are some of the things that should surely be taken into account while opting for a BSP post-update:

    • Paying a monthly fee is a far better choice than paying per message.
    • Choose a BSP that doesn’t apply markup cost on messaging.
    • Apply for a BSP that offers a proxy API.

    And the service partner that provides all these services is Gupshup integrated with the services of Convert. It not only provides the best service considering sales, support and notifications but also provides the additional benefits catered by Conversational AI. For knowing more about how it can change the way your business used to function earlier, visit www.oriserve.com.

    In today’s time where 61% of the people give priority to messages and updates before and after going to bed is an indicator of how written conversations have become the most preferred medium of interaction over time. 

    And when talking about written conversations what surely chimes into one’s mind is WhatsApp. Having a huge base of more than 2 Billion users out of which  1.6 billion interact through the app every single month makes it the most trusted and leveraged messaging platform. And with the introduction of WhatsApp for business and API, it has served the same purpose for businesses. Also, the role it has played in the tough times of the pandemic makes it an integral channel for businesses in 2022.

    The WhatsApp Business solution not only allows businesses to send usefully, templated notifications to their customers but also to respond and support those who reach out to them on the channel. However, WhatsApp has recently announced changes in its pricing model which has been made effective from Feb 2022. Though to some of you, it might be clear but for most of them out there the changes remain blurred and unclear. This blog is a guide to all the changes that WhatsApp has made effective from February and will also let you understand how it will impact your business in the long run.

    The Fundamentals of WhatsApp API

    WhatsApp Business API is an application program interface that allows medium and/or large-scale businesses to interact with their customers in a secure, private environment along with allowing a more friendly, leveraging, and informal way of communication. The main idea of the WhatsApp API is to take the WhatsApp API endpoint and integrate it into their business software. This way, the businesses can interact with the customers without any hassle.

    To access WhatsApp API, you need to go through an intermediary also known as WhatsApp Partner or Business Solution Provider (BSP) to get a WhatsApp API account because WhatsApp doesn’t give direct access to end-users.

    And now that you have a WhatsApp API account, you can further connect the WhatsApp API endpoint with Conversational AI like Convert to start messaging. You can choose the plan that suits your current need and can even shift it to another if needed in the future. But how exactly are the prices decided? and what are the associated costs that play a major role in the same? We’ll be understanding all of this in the next section.

    Who are Business Solution Providers? How do they impact the pricing?

    To understand the pricing game what needs to be understood is how WhatsApp provides its services to the businesses. And to recognize the same, you must first be acknowledged with business solution providers (BSP) and their role.

    WhatsApp is very significant with the companies it grants direct API connections to. For most companies, the only way to connect to WhatsApp API is via Business Solution Providers (BSPs). But what exactly do they do?

    The answer to this is simple. WhatsApp Partners provide you guidance at every step of registering your business on WhatsApp. From figuring out messaging rules to porting numbers to verifying your WhatsApp Business API account they’ll be there providing you with a helping hand all the way through. Your experience with WhatsApp API mostly depends on the BSP you choose. 

    Now talking about the pricing, WhatsApp doesn’t directly charge its fees from the businesses BSPs are the source of revenue for them. As BSPs are liable for providing API services and assistance to businesses that are borrowed by them from WhatsApp API directly, WhatsApp charges them for the same. But how do the BSPs get paid?

    So, the BSPs pass on this charge to the end-users which in this case are the businesses taking its service by adding certain costs which include set-up fee, markup per message cost, and their cost of services, etc. And this is how the BSPs get paid and also becomes a key aspect of the pricing model. Knowing all of this, let’s dive deeper into the way how all of this comes into play.

    Know-how of WhatsApp Business API Pricing

    WhatsApp API pricing has evolved. Starting in 2018 with charges based upon notification basis it has now switched to a conversation-based model where it is charging businesses based upon the number of times it interacts with its consumers. This new model of pricing has been made effective from Feb 2022. 

    Where earlier session-based messages were free and the cost of template messages sent to customers varied by region now WhatsApp will be charging the businesses based on the number of conversations initiated by users or businesses in a specified period. Let’s take a closer look at how these models work.

    Understanding the Conversation-based Model

    Talking of WhatsApp business API, there are two types of conversation models brands/businesses interact through. The first one is based on per-message/notification sent or received and the second one is session-based.

    Now the first model i.e, based on the number of messages sent/received is the model that was used earlier where businesses were charged for every message sent. The second model is session-based where businesses are charged for messages sent/received over a time slot of 24-hours. An example of a session-based message could be if a user asks you for more information regarding a product/service. Or if a user follows up on a sale, or a customer care issue, etc. This model of pricing has been deployed by WhatsApp as of now.

    How does Conversation-based Pricing work?

    Conversations are the key to building effective consumer relations. In comparison to traditional methods of customer resolution, conversational methods provide a fast and effective consumer experience.

    Just like notification-based pricing varies across different countries and regions the same applies to Conversation-based pricing. But conversations carried on in WhatsApp business API can be categorized into two categories which include:

    • User-initiated conversations: A conversation that initiates in response to a user message. Whenever a business replies to a user within the 24-hour customer service window, that message will be associated with a user-initiated conversation.
    • Business-initiated conversations: In this, the business sends the first message or continues a conversation outside the 24-hour session. One should keep in mind that this type of conversation can only be started with pre-approved message templates as suggested by WhatsApp official notice.

    The prices for the user and business-initiated conversations are different for every region as notified in the official statement which can be checked here.

    Key Changes after February 2022

    The following changes have been introduced for businesses using the services of WhatsApp API after the recent update:

    • Key Change 1: As WhatsApp has moved towards a conversation-based model, WABA API conversations will be priced differently towards user-initiated and business-initiated conversations.
    • Key Change 2: Each WhatsApp Business Account will receive 1000 Free tier conversations monthly, which can be either user or business-initiated. If you have more than one number linked to your account, these are shared between all your numbers.
    • Key Change 3: Businesses can send free-form messages within the 24-hour customer service window at user-initiated conversation price. If the company does not respond to the user-initiated message, it will not start the 24-hour conversation session and the company will further not be charged.
    • Key Change 4: After collecting customers’ WhatsApp contact through different channels, you can encourage the customer to Opt-in (agree to receive messages), and then you can update the company’s news or send a quality-based message to the opt-in customers anytime through WhatsApp. You should keep in mind that in this case, you can only use pre-approved message templates for sending messages.

    How WhatsApp Integrated with Conversational AI Delivers Value

    Having known all the changes that have been introduced post-update, you should also understand the role Conversational AI like Convert plays in maintaining large-scale customer relations through the channel which is widely used across the globe.

    WhatsApp API allows third-party integration into its channel which is a great opportunity for brands/businesses to create meaningful relationships with their customers. Convert as a Conversational AI, automates lead generation, helps in generating interest, provides efficiency along the process of sales, improves sales and marketing ROI, and much more.

    Summing up, it can be said that it is a one-stop solution for all your needs related to customer acquisition in modern times.

    To Conclude:

    After knowing all the key changes introduced by WhatsApp for businesses these are some of the things that should surely be taken into account while opting for a BSP post-update:

    • Paying a monthly fee is a far better choice than paying per message.
    • Choose a BSP that doesn’t apply markup cost on messaging.
    • Apply for a BSP that offers a proxy API.

    And the service partner that provides all these services is Gupshup integrated with the services of Convert. It not only provides the best service considering sales, support and notifications but also provides the additional benefits catered by Conversational AI. For knowing more about how it can change the way your business used to function earlier, visit www.oriserve.com.

  • Why Cryptocurrency Exchanges Need a Conversational AI Strategy

    Artificial Intelligence and blockchain technology have undeniably been two of the most critical technologies that have revolutionized the pace of innovation and have acquainted every industry with radical shifts. 

    The cryptocurrency market has seen a boom over the last couple of years. Valued at $1.49 billion back in 2020, the cryptocurrency industry has recently breached the $3-billion mark, defying expectations and expert predictions.

    According to predictions, the market size for cryptocurrencies will reach $4.94 billion by 2030. Anyone familiar with cryptocurrencies understands that they are a novel asset class, the fundamentals of which are hard to grasp. At the core of the crypto customer experience are the major crypto exchanges like Coinbase, Binance, Kraken.

    While it’s no surprise that cryptocurrency was among the first industries to respond to technological innovation, there is a lot more diversity regarding what led to the emergence of crypto exchanges.

    Understanding Conversational AI

    Conversational AI refers to technologies that enable computers to understand, process, and respond to spoken or written inputs naturally. It helps people interact with complex systems faster and easier and helps businesses deliver personalized engagements and support at scale. By replacing traditional UIs with human-like dialogues, companies can make customer experiences simpler and more intuitive, making employee workflows faster and more efficiently.

    AI & Cryptocurrency Market

    We expect the development of artificial intelligence to have a massive impact on the growth of the cryptocurrency market. The crypto exchanges have been growing massively over the past few years, attracting new clients worldwide.

    Among many reasons why the market is becoming so popular is that it is effortless for newcomers to get started in the crypto industry. There are numerous crypto exchanges in the market that offer traders the opportunity to take advantage of cryptocurrencies. This is a very rational offer for those who do not have enough time to constantly monitor the market or do not have enough knowledge and experience in crypto trading.

    The crypto market already uses AI extensively today. Still, many experts believe that this is just the beginning, and the adoption of AI by the crypto exchange will continue to grow massively in the upcoming years.

    5 Ways Conversational AI is Transforming the Crypto Exchanges and Industry

    Cryptocurrencies, as well as blockchain technology, have many limitations despite their tremendous power. While some are technology-related, others result from the old-minded culture that the financial services sector bred for ages. However, all of them can be affected by AI in some way.

    The following are the top 5 ways conversational AI is transforming the crypto exchange and industry:

    1. Scalability:
      Mining doesn’t scale very well. Thus, it is vital to invest in more and newer machines to boost profits. Sometimes you have to invest to stay above break-even. However, Conversational AI can bring forth new decentralized learning systems like federated learning to enhance overall efficiency. The use of new data shading techniques can also go a long way in ensuring scalability goals are met to the fullest.
    2. Security:
      While the blockchain network is nearly impossible to hack, its subsequent layers lack adequate security features. Conversational AI fills this void. Machine learning has advanced rapidly over the past couple of years. It makes Conversational AI the perfect ally for the blockchain to secure applications, especially considering the system’s fixed structure. 
    3. Energy Consumption:
      The process of mining cryptocurrency is incredibly challenging and takes an unreasonable amount of energy and money to execute flawlessly. Conversational AI already has proved its efficiency in optimizing energy consumption, and there remains little doubt over Conversational AI achieving similar results for crypto mining. 
    4. Privacy:
      Personal data ownership often raises concerns for competitive advantage due to privacy issues. The interconnectedness of privacy issues with scalability and security means that it goes hand-in-hand with their problems. As a result, combining Conversational AI with crypto exchange will ensure that its anonymity is not jeopardized.
    5. Efficiency:
      In order to reduce cost, miners may compromise on their efforts for a specified operation. An intelligent system might compute the probability of particular nodes performing a task instantly. Furthermore, despite some structural limits, faster transactions can be achieved through improved efficiency and lower energy consumption, which may result in a decrease in network latency.

    The Challenges Faced by the Consumers of Cryptocurrency

    The reality is that most crypto exchanges provide a poor customer experience. Even market leaders in the space offer limited customer service, providing support only through traditional phone and email channels, typically with delayed responses.

    The support agents are frequently unavailable 24/7, or the customer is put through the drill of waiting or reaching out at another suitable time. The absence of human agents can be daunting for the customers. In a highly digital world where consumers expect companies to be available 24/7 across all channels, platforms, and devices, the prevailing customer support infrastructure in the crypto industry as a whole is already behind the times and needs to be ramped up to scale.

    The Solution – Conversational AI

    Conversational AI is the game-changer required to improve crypto customer experience and deliver excellent support that fosters trust and confidence among crypto users. However, nearly all crypto exchange companies do not appear to have conversational AI strategies in place.

    Let’s look at how conversational AI-powered virtual agents are assisting in the transformation of the cryptocurrency industry:

    Automation

    An automated conversational AI-powered virtual assistant aids in the elimination of tedious parts of the job like managing multiple queries at once and removing repetitive or mundane tasks from a support rep’s plate.

    Availability

    Virtual agents are available 24/7. A virtual agent is a perfect tool for automating low-effort tasks such as sharing FAQs on products and services, triggering account inquiries, and resetting passwords. Meanwhile, the human agent can focus on more sensitive issues, which allows them to maintain a positive relationship with the customer.

    Faster Resolutions

    Using Machine Learning tools, chatbots can now provide resolutions faster. Furthermore, the bot develops better solutions every time it interacts and engages with customers. Every interaction builds up a knowledge base with new insights, which contain suggestions for improvements to products and services.

    Top 6 Ways Conversational AI is Helping Investors Make Money in Crypto Exchanges

    The high volatility of cryptocurrencies increases the risks of crypto trading and makes it more profitable than any other form of investment. Prices often fluctuate during the day, allowing traders to generate a consistent revenue, provided the calculations are accurate. ML and Conversational AI-enabled virtual assistants in cryptocurrency exchanges and industry are not so widespread. Still, these technologies are being actively implemented in the cryptocurrency space.

    Here are the top 6 ways conversational AI is helping investors make money in cryptocurrencies – 

    1. Market Sentiment Analysis:
      A large amount of data must be processed to determine the sentiment of the cryptocurrency market, including articles, blogs, forums, and even comments. Conversational AI technologies do the analysis automatically and can give the result quickly. The system also employs machine learning aspects in its work.
    2. Connecting with the Right Broker:
      A major issue confronting the cryptocurrency market is the lack of liquidity. Strong exchange rate fluctuations make digital currencies unattractive for business payments. Banks and exchanges compensate for the difference between supply and demand with high fees. To solve the problem, conversational AI tools are being used. It helps the customer find the right broker, transact directly, and pay minimal fees.
    3. Use of Virtual Assistant:
      Several companies are specialized in the development of Conversational AI platforms focused on the cryptocurrency market. A conversational AI-powered virtual agent helps automate customer service requests and handle basic transactions such as balance inquiries and password resets. Conversational AI-powered virtual agents have evolved to be conversational, dynamic, and intuitive to fully understand meaning and context, which allows them to engage customers in human-like conversations. Leading banks and cryptocurrency exchanges with conversational AI now enjoy streamlined AI customer support. This has helped in impacting customers’ experience positively. Being in a young and emerging finance vein, more crypto exchanges should examine the success of these institutions and be inspired by their template. 
    4. Maintaining Security when Using Crypto bots:
      It is necessary to be cautious when trusting someone with your API keys. Only trusted services with a good reputation deserve it, as the API key is a kind of permission to use your account, including trading through it and the withdrawal of funds. A Conversational AI bot requires the API to work, which is not a sign of fraud. Rather, it maintains account security while engaging with other crypto bots.
    5. Making Diverse Datasets for Blockchain:
      A blockchain network combined with artificial intelligence can host a wide range of data sets more intelligently and decentralized. Creating a blockchain API would enable the intercommunication of Conversational AI agents resulting in diverse codes and algorithms built upon diver data sets, ensuring development. 
    6. Smart Computer Power:
      Using Conversational AI bots helps users upgrade the operations and retrain when the correct data is received. It allows people to do things more intelligently and efficiently. 

    We Have Our Work Cut Out for Convert

    Conversational AI is poised to be a game-changer in the crypto exchange and cryptocurrency industry. Convert by ORI provides decentralized autonomous organizations with an all-inclusive, omnichannel AI customer support platform to help clients quickly find what they’re looking for and provide instant assistance throughout their journey. ORI developed Convert to streamline the support process and build a chatbot to take care of customers’ concerns no matter when or where they arise.

    Convert offers enterprises AI for business automation capabilities. Our focus is to help cryptocurrency exchanges improve the customer experience through conversational artificial intelligence and 24/7 live help. ORI has developed a conversational AI platform for crypto/fintech companies to engage their clients via any means of communication preferred by the customer – be it SMS, app, or online and creating a seamless experience. The platform brings consistency across platforms, eliminating recurring problems like interrupted calls and waiting for queues, while also providing the much-required personal touch. Take action now to improve the way your brand engages with customers.

    The Bottom Line:

    The AI industry market size is expected to reach $360.36 billion by 2028. According to numerous sources, the AI industry is developing swiftly, and it can support the further development of the crypto industry.

    Several chart patterns and indicators have been developed to help crypto traders succeed. By using these tools, traders can make the most out of the market conditions, but Conversational AI offers much more. Technologies are being developed and updated rapidly, and they perform even better now than they did last year. Cryptocurrency traders are not the only people making use of Conversational AI. Participants and representatives of many industries have also shown interest in Conversational AI and its future, claiming that its development will further support people of all sectors.

    Conversational AI can neither serve as a panacea that can be applied to fill in every limitation of the cryptocurrency industry, nor it’s going to render the brightest human minds worthless overnight. Nevertheless, it has begun to exert a great deal of control in the crypto sphere. Its ability to facilitate customer support has helped it transform the cryptocurrency industry significantly.

    Artificial Intelligence and blockchain technology have undeniably been two of the most critical technologies that have revolutionized the pace of innovation and have acquainted every industry with radical shifts. 

    The cryptocurrency market has seen a boom over the last couple of years. Valued at $1.49 billion back in 2020, the cryptocurrency industry has recently breached the $3-billion mark, defying expectations and expert predictions.

    According to predictions, the market size for cryptocurrencies will reach $4.94 billion by 2030. Anyone familiar with cryptocurrencies understands that they are a novel asset class, the fundamentals of which are hard to grasp. At the core of the crypto customer experience are the major crypto exchanges like Coinbase, Binance, Kraken.

    While it’s no surprise that cryptocurrency was among the first industries to respond to technological innovation, there is a lot more diversity regarding what led to the emergence of crypto exchanges.

    Understanding Conversational AI

    Conversational AI refers to technologies that enable computers to understand, process, and respond to spoken or written inputs naturally. It helps people interact with complex systems faster and easier and helps businesses deliver personalized engagements and support at scale. By replacing traditional UIs with human-like dialogues, companies can make customer experiences simpler and more intuitive, making employee workflows faster and more efficiently.

    AI & Cryptocurrency Market

    We expect the development of artificial intelligence to have a massive impact on the growth of the cryptocurrency market. The crypto exchanges have been growing massively over the past few years, attracting new clients worldwide.

    Among many reasons why the market is becoming so popular is that it is effortless for newcomers to get started in the crypto industry. There are numerous crypto exchanges in the market that offer traders the opportunity to take advantage of cryptocurrencies. This is a very rational offer for those who do not have enough time to constantly monitor the market or do not have enough knowledge and experience in crypto trading.

    The crypto market already uses AI extensively today. Still, many experts believe that this is just the beginning, and the adoption of AI by the crypto exchange will continue to grow massively in the upcoming years.

    5 Ways Conversational AI is Transforming the Crypto Exchanges and Industry

    Cryptocurrencies, as well as blockchain technology, have many limitations despite their tremendous power. While some are technology-related, others result from the old-minded culture that the financial services sector bred for ages. However, all of them can be affected by AI in some way.

    The following are the top 5 ways conversational AI is transforming the crypto exchange and industry:

    1. Scalability:
      Mining doesn’t scale very well. Thus, it is vital to invest in more and newer machines to boost profits. Sometimes you have to invest to stay above break-even. However, Conversational AI can bring forth new decentralized learning systems like federated learning to enhance overall efficiency. The use of new data shading techniques can also go a long way in ensuring scalability goals are met to the fullest.
    2. Security:
      While the blockchain network is nearly impossible to hack, its subsequent layers lack adequate security features. Conversational AI fills this void. Machine learning has advanced rapidly over the past couple of years. It makes Conversational AI the perfect ally for the blockchain to secure applications, especially considering the system’s fixed structure. 
    3. Energy Consumption:
      The process of mining cryptocurrency is incredibly challenging and takes an unreasonable amount of energy and money to execute flawlessly. Conversational AI already has proved its efficiency in optimizing energy consumption, and there remains little doubt over Conversational AI achieving similar results for crypto mining. 
    4. Privacy:
      Personal data ownership often raises concerns for competitive advantage due to privacy issues. The interconnectedness of privacy issues with scalability and security means that it goes hand-in-hand with their problems. As a result, combining Conversational AI with crypto exchange will ensure that its anonymity is not jeopardized.
    5. Efficiency:
      In order to reduce cost, miners may compromise on their efforts for a specified operation. An intelligent system might compute the probability of particular nodes performing a task instantly. Furthermore, despite some structural limits, faster transactions can be achieved through improved efficiency and lower energy consumption, which may result in a decrease in network latency.

    The Challenges Faced by the Consumers of Cryptocurrency

    The reality is that most crypto exchanges provide a poor customer experience. Even market leaders in the space offer limited customer service, providing support only through traditional phone and email channels, typically with delayed responses.

    The support agents are frequently unavailable 24/7, or the customer is put through the drill of waiting or reaching out at another suitable time. The absence of human agents can be daunting for the customers. In a highly digital world where consumers expect companies to be available 24/7 across all channels, platforms, and devices, the prevailing customer support infrastructure in the crypto industry as a whole is already behind the times and needs to be ramped up to scale.

    The Solution – Conversational AI

    Conversational AI is the game-changer required to improve crypto customer experience and deliver excellent support that fosters trust and confidence among crypto users. However, nearly all crypto exchange companies do not appear to have conversational AI strategies in place.

    Let’s look at how conversational AI-powered virtual agents are assisting in the transformation of the cryptocurrency industry:

    Automation

    An automated conversational AI-powered virtual assistant aids in the elimination of tedious parts of the job like managing multiple queries at once and removing repetitive or mundane tasks from a support rep’s plate.

    Availability

    Virtual agents are available 24/7. A virtual agent is a perfect tool for automating low-effort tasks such as sharing FAQs on products and services, triggering account inquiries, and resetting passwords. Meanwhile, the human agent can focus on more sensitive issues, which allows them to maintain a positive relationship with the customer.

    Faster Resolutions

    Using Machine Learning tools, chatbots can now provide resolutions faster. Furthermore, the bot develops better solutions every time it interacts and engages with customers. Every interaction builds up a knowledge base with new insights, which contain suggestions for improvements to products and services.

    Top 6 Ways Conversational AI is Helping Investors Make Money in Crypto Exchanges

    The high volatility of cryptocurrencies increases the risks of crypto trading and makes it more profitable than any other form of investment. Prices often fluctuate during the day, allowing traders to generate a consistent revenue, provided the calculations are accurate. ML and Conversational AI-enabled virtual assistants in cryptocurrency exchanges and industry are not so widespread. Still, these technologies are being actively implemented in the cryptocurrency space.

    Here are the top 6 ways conversational AI is helping investors make money in cryptocurrencies – 

    1. Market Sentiment Analysis:
      A large amount of data must be processed to determine the sentiment of the cryptocurrency market, including articles, blogs, forums, and even comments. Conversational AI technologies do the analysis automatically and can give the result quickly. The system also employs machine learning aspects in its work.
    2. Connecting with the Right Broker:
      A major issue confronting the cryptocurrency market is the lack of liquidity. Strong exchange rate fluctuations make digital currencies unattractive for business payments. Banks and exchanges compensate for the difference between supply and demand with high fees. To solve the problem, conversational AI tools are being used. It helps the customer find the right broker, transact directly, and pay minimal fees.
    3. Use of Virtual Assistant:
      Several companies are specialized in the development of Conversational AI platforms focused on the cryptocurrency market. A conversational AI-powered virtual agent helps automate customer service requests and handle basic transactions such as balance inquiries and password resets. Conversational AI-powered virtual agents have evolved to be conversational, dynamic, and intuitive to fully understand meaning and context, which allows them to engage customers in human-like conversations. Leading banks and cryptocurrency exchanges with conversational AI now enjoy streamlined AI customer support. This has helped in impacting customers’ experience positively. Being in a young and emerging finance vein, more crypto exchanges should examine the success of these institutions and be inspired by their template. 
    4. Maintaining Security when Using Crypto bots:
      It is necessary to be cautious when trusting someone with your API keys. Only trusted services with a good reputation deserve it, as the API key is a kind of permission to use your account, including trading through it and the withdrawal of funds. A Conversational AI bot requires the API to work, which is not a sign of fraud. Rather, it maintains account security while engaging with other crypto bots.
    5. Making Diverse Datasets for Blockchain:
      A blockchain network combined with artificial intelligence can host a wide range of data sets more intelligently and decentralized. Creating a blockchain API would enable the intercommunication of Conversational AI agents resulting in diverse codes and algorithms built upon diver data sets, ensuring development. 
    6. Smart Computer Power:
      Using Conversational AI bots helps users upgrade the operations and retrain when the correct data is received. It allows people to do things more intelligently and efficiently. 

    We Have Our Work Cut Out for Convert

    Conversational AI is poised to be a game-changer in the crypto exchange and cryptocurrency industry. Convert by ORI provides decentralized autonomous organizations with an all-inclusive, omnichannel AI customer support platform to help clients quickly find what they’re looking for and provide instant assistance throughout their journey. ORI developed Convert to streamline the support process and build a chatbot to take care of customers’ concerns no matter when or where they arise.

    Convert offers enterprises AI for business automation capabilities. Our focus is to help cryptocurrency exchanges improve the customer experience through conversational artificial intelligence and 24/7 live help. ORI has developed a conversational AI platform for crypto/fintech companies to engage their clients via any means of communication preferred by the customer – be it SMS, app, or online and creating a seamless experience. The platform brings consistency across platforms, eliminating recurring problems like interrupted calls and waiting for queues, while also providing the much-required personal touch. Take action now to improve the way your brand engages with customers.

    The Bottom Line:

    The AI industry market size is expected to reach $360.36 billion by 2028. According to numerous sources, the AI industry is developing swiftly, and it can support the further development of the crypto industry.

    Several chart patterns and indicators have been developed to help crypto traders succeed. By using these tools, traders can make the most out of the market conditions, but Conversational AI offers much more. Technologies are being developed and updated rapidly, and they perform even better now than they did last year. Cryptocurrency traders are not the only people making use of Conversational AI. Participants and representatives of many industries have also shown interest in Conversational AI and its future, claiming that its development will further support people of all sectors.

    Conversational AI can neither serve as a panacea that can be applied to fill in every limitation of the cryptocurrency industry, nor it’s going to render the brightest human minds worthless overnight. Nevertheless, it has begun to exert a great deal of control in the crypto sphere. Its ability to facilitate customer support has helped it transform the cryptocurrency industry significantly.

  • Top 10 Ways the World has Changed With the Use of AI

    Artificial intelligence is no longer a futuristic technology; it is already influencing our daily lives.

    Since the dawn of computing, scientists have aimed to construct robots that can think, reason, and learn as well as humans – in other words, artificial intelligence.

    IT [Artificial Intelligence and Machine Learning] is making its way out of the lab and into the real world. It has an impact on our daily life. There’s no denying that we’ve arrived at the dawn of the artificial intelligence era.

    AI is expected to have a long-term impact on almost every business. It is already present in our smart devices, autos, healthcare system, and favourite apps, and it will continue to pervade many additional industries in the foreseeable future.

    Because AI is the cornerstone of computer learning, artificial intelligence is very crucial to our future. Computers can harness huge volumes of data and utilize their learned intelligence to make optimal decisions and discoveries in fractions of the time it takes people.

    Artificial intelligence is being credited with everything from cancer research advances to cutting-edge climate change research.

    The Future Is Now: AI’s Impact Is Everywhere

    Modern AI — more specifically, “narrow AI,” which performs objective functions using data-trained models and often falls into the categories of deep learning or machine learning — has already impacted practically every major business. That has been especially true in recent years, as data gathering and analysis have increased dramatically because of improved IoT connections, the proliferation of linked devices, and faster computer processing.

    Some industries are only getting started using AI, while others are seasoned veterans. Both have a lot of work ahead of them. Regardless, the impact of artificial intelligence on our daily lives is difficult to ignore:

    1. Transportation: Autonomous automobiles will one day transport us from place to place, although perfecting them could take a decade or more.
    2. Manufacturing: AI-enabled robots assist humans in a restricted range of jobs such as assembling and stacking, and predictive analysis sensors ensure that equipment runs smoothly.
    3. Healthcare: Diseases are more quickly and reliably identified, medication discovery is sped up and streamlined, virtual nursing assistants monitor patients, and data analysis helps to provide a more personalized patient experience in the comparatively AI-nascent sector of healthcare.
    4. Education: With the help of AI, textbooks are digitized, early-stage virtual tutors assist human teachers, and facial analysis assesses students’ emotions to help discern who is struggling or bored, and better adapt the experience to their unique requirements.
    5. Journalism: Journalism is also utilizing AI and will continue to profit from it. Bloomberg employs Cyborg technology to assist in the interpretation of complex financial reports. The Associated Press uses Automated Insights’ natural language capabilities to publish 3,700 earnings report stories per year, approximately four times more than in the past.
    6. Customer Service: Last but not least, Google is working on an AI assistant that could make human-like phone calls to arrange appointments at places like your local hair salon. The technology comprehends context and nuance in addition to words.

    But these advancements are just the beginning; there’s a lot more to come — far more than even the most foresighted prognosticators can imagine.

    With companies spending nearly $20 billion on AI products and services each year, giants like Google, Apple, Starbucks, and Amazon spending billions, to develop those products and services, and universities making AI a more prominent part of their respective curricula, and continue to deploy AI-related solutions that directly interact (often behind the scenes) with consumers daily.

    In the examples below, we are trying to show how these large brands are using AI to innovate and gain a competitive advantage:

    So how is Amazon the Ultimate Tipster?

    Amazon began experimenting with ways that a digital bookshop may outperform a conventional bookstore in terms of customer experience in its early days. They started recommending products based on previous purchases, and previous viewings. This was an early version of AI that would eventually generate a personality profile for 300 million Amazon customers. As Amazon’s recommendations improved, people began to purchase elsewhere less and less.

    One of the most intriguing aspects about Amazon is that it genuinely is a “one-stop-shop” for customers. Amazon is used by customers for every aspect of their shopping experience. Amazon also outperforms rival marketplaces and shops in activities like looking for new deals and discounts, comparing pricing, and checking availability.

    Not only are Amazon’s in-site recommendations effective; its email notifications are even more so, with a conversion/sale ratio of nearly 60%.

    Purchase history, browsing history, related items, commonly bought together data, and more are all used to provide item recommendations. Using its vast data set and artificial intelligence, Amazon has created and tested a wide range of recommendations. “You are what you buy on Amazon.” While Amazon continues to improve its user interface through traditional research and A/B testing, its unique content personalization is the outcome of great AI. Customer loyalty has strengthened over time as a result of data-driven customization and personalization.

    And how is Starbucks using AI to delight longtime coffeeholic?

    Hardcore coffee fanatics all have their favourite Starbucks drink, and they get bored of saying it over and over. When Starbucks decided to create its mobile app, the goal was to make ordering their favourite drink as simple as possible. This is made simple by the app, which allows people to save their drink order down to the slightest detail. An AI tale would not be complete without a loyalty/ordering smartphone app. Starbucks uses artificial intelligence to combine the saved beverages and purchase history with a variety of other criteria, like the home city, preferred ordering time, and even the weather at the time of one’s order.

    Finally, one of the smartest things they’re doing is using GPS data from mobile users to figure out which sections of the country are in desperate need of a Starbucks store. The app has a store locator that calculates the distance from the nearest store. The corporation might prioritize new sites based on the number of searches received.

    Starbucks and Amazon have shown that it’s more about recognizing untapped markets and potential than it is about recommending products and services. By putting AI to creative use, it is possible to figure out how to serve their customers better.

    The onset of AI gave rise to the era of conversational sales assistants or in other words -chatbots! These talkative computers harness the power of two disciplines of AI: natural language processing and natural language production to engage with human users. They show up on social media feeds, customer service pages, and websites to provide conversation, advice, and companionship – and they’re changing how we deal with businesses like utilities, pizza delivery services, online stores, banks, healthcare providers and even governments.

    Bajaj Bikes: A Classic Case Study

    Bajaj Auto sought to go ahead of the competition with the launch of the new Pulsar 125 motorcycle by creating hype around the product and establishing itself as the leading brand in the 125 CC two-wheeler category. Ultimately, they wanted to engage more meaningfully with their target audience: ambitious and ensure that their questions were answered quickly. They anticipated that by doing so, they would be able to improve their lead conversion rate and, as a result, their sales conversion rate.

    So What did Bajaj do?

    Baja Auto and Ori, partnered in May 2021 to debut Google’s Business Messages on their website. Bajaj Auto serviced over 34,000 unique customers, engaged in over 300 hours of chatbot discussion in two months, and experienced a 1,335 percent boost in lead conversions by employing conversational commerce to aid product discovery and inquiry.

    The use of chatbots, helped Bajaj Auto enable search intent as the overarching measure of brand popularity when compared to their competition. Even when the country was thrust into COVID-19 lockdown, Bajaj Auto’s keywords outperformed their competition by 80%.

    Cognitive bots ease customer-platform communication in a myriad of ways:

    • Improves Personalization For User Interaction
    • Provides context-rich Multilingual Support
    • Automate Customer Support for Queries across basic to complex queries
    • Accelerates sales from Abandoned Carts
    • Easy Order Management
    • Accelerate Sales through effective customer value management
    • Accelerates Customer Acquisition by guiding the user to the quickest path to closure

    AI is a technology that is revolutionizing every aspect of existence. It’s a versatile tool that allows people to rethink how they integrate data, analyze it, and apply the ensuing insights to make better decisions.

    While today’s AI systems are still a long way from achieving that aim, they are beginning to perform on par with, if not better than, their creators in certain activities. AI has advanced dramatically because of new techniques that allow robots to learn from vast amounts of data.

    AI is the biggest business opportunity of the next decade. Manual and repetitive jobs are already automated. It will soon assist humans in making decisions. Along the way, it will contribute more to global GDP by 2030 than China and India combined. These developments in AI today, will further give rise to various innovative use cases and possibilities across AR, VR and Metaverse.

    How will AI affect virtual reality and the metaverse in the future?

    Smartphones will become smarter as a result of VR technology, and many more smart tools, such as VR goggles and VR devices, will flood the market. We may appreciate history (which is presumably boring), explore space (from Earth), see the surface of the moon in 3D, and much more via virtual reality.

    Artificial intelligence is no longer a futuristic technology; it is already influencing our daily lives.

    Since the dawn of computing, scientists have aimed to construct robots that can think, reason, and learn as well as humans – in other words, artificial intelligence.

    IT [Artificial Intelligence and Machine Learning] is making its way out of the lab and into the real world. It has an impact on our daily life. There’s no denying that we’ve arrived at the dawn of the artificial intelligence era.

    AI is expected to have a long-term impact on almost every business. It is already present in our smart devices, autos, healthcare system, and favourite apps, and it will continue to pervade many additional industries in the foreseeable future.

    Because AI is the cornerstone of computer learning, artificial intelligence is very crucial to our future. Computers can harness huge volumes of data and utilize their learned intelligence to make optimal decisions and discoveries in fractions of the time it takes people.

    Artificial intelligence is being credited with everything from cancer research advances to cutting-edge climate change research.

    The Future Is Now: AI’s Impact Is Everywhere

    Modern AI — more specifically, “narrow AI,” which performs objective functions using data-trained models and often falls into the categories of deep learning or machine learning — has already impacted practically every major business. That has been especially true in recent years, as data gathering and analysis have increased dramatically because of improved IoT connections, the proliferation of linked devices, and faster computer processing.

    Some industries are only getting started using AI, while others are seasoned veterans. Both have a lot of work ahead of them. Regardless, the impact of artificial intelligence on our daily lives is difficult to ignore:

    1. Transportation: Autonomous automobiles will one day transport us from place to place, although perfecting them could take a decade or more.
    2. Manufacturing: AI-enabled robots assist humans in a restricted range of jobs such as assembling and stacking, and predictive analysis sensors ensure that equipment runs smoothly.
    3. Healthcare: Diseases are more quickly and reliably identified, medication discovery is sped up and streamlined, virtual nursing assistants monitor patients, and data analysis helps to provide a more personalized patient experience in the comparatively AI-nascent sector of healthcare.
    4. Education: With the help of AI, textbooks are digitized, early-stage virtual tutors assist human teachers, and facial analysis assesses students’ emotions to help discern who is struggling or bored, and better adapt the experience to their unique requirements.
    5. Journalism: Journalism is also utilizing AI and will continue to profit from it. Bloomberg employs Cyborg technology to assist in the interpretation of complex financial reports. The Associated Press uses Automated Insights’ natural language capabilities to publish 3,700 earnings report stories per year, approximately four times more than in the past.
    6. Customer Service: Last but not least, Google is working on an AI assistant that could make human-like phone calls to arrange appointments at places like your local hair salon. The technology comprehends context and nuance in addition to words.

    But these advancements are just the beginning; there’s a lot more to come — far more than even the most foresighted prognosticators can imagine.

    With companies spending nearly $20 billion on AI products and services each year, giants like Google, Apple, Starbucks, and Amazon spending billions, to develop those products and services, and universities making AI a more prominent part of their respective curricula, and continue to deploy AI-related solutions that directly interact (often behind the scenes) with consumers daily.

    In the examples below, we are trying to show how these large brands are using AI to innovate and gain a competitive advantage:

    So how is Amazon the Ultimate Tipster?

    Amazon began experimenting with ways that a digital bookshop may outperform a conventional bookstore in terms of customer experience in its early days. They started recommending products based on previous purchases, and previous viewings. This was an early version of AI that would eventually generate a personality profile for 300 million Amazon customers. As Amazon’s recommendations improved, people began to purchase elsewhere less and less.

    One of the most intriguing aspects about Amazon is that it genuinely is a “one-stop-shop” for customers. Amazon is used by customers for every aspect of their shopping experience. Amazon also outperforms rival marketplaces and shops in activities like looking for new deals and discounts, comparing pricing, and checking availability.

    Not only are Amazon’s in-site recommendations effective; its email notifications are even more so, with a conversion/sale ratio of nearly 60%.

    Purchase history, browsing history, related items, commonly bought together data, and more are all used to provide item recommendations. Using its vast data set and artificial intelligence, Amazon has created and tested a wide range of recommendations. “You are what you buy on Amazon.” While Amazon continues to improve its user interface through traditional research and A/B testing, its unique content personalization is the outcome of great AI. Customer loyalty has strengthened over time as a result of data-driven customization and personalization.

    And how is Starbucks using AI to delight longtime coffeeholic?

    Hardcore coffee fanatics all have their favourite Starbucks drink, and they get bored of saying it over and over. When Starbucks decided to create its mobile app, the goal was to make ordering their favourite drink as simple as possible. This is made simple by the app, which allows people to save their drink order down to the slightest detail. An AI tale would not be complete without a loyalty/ordering smartphone app. Starbucks uses artificial intelligence to combine the saved beverages and purchase history with a variety of other criteria, like the home city, preferred ordering time, and even the weather at the time of one’s order.

    Finally, one of the smartest things they’re doing is using GPS data from mobile users to figure out which sections of the country are in desperate need of a Starbucks store. The app has a store locator that calculates the distance from the nearest store. The corporation might prioritize new sites based on the number of searches received.

    Starbucks and Amazon have shown that it’s more about recognizing untapped markets and potential than it is about recommending products and services. By putting AI to creative use, it is possible to figure out how to serve their customers better.

    The onset of AI gave rise to the era of conversational sales assistants or in other words -chatbots! These talkative computers harness the power of two disciplines of AI: natural language processing and natural language production to engage with human users. They show up on social media feeds, customer service pages, and websites to provide conversation, advice, and companionship – and they’re changing how we deal with businesses like utilities, pizza delivery services, online stores, banks, healthcare providers and even governments.

    Bajaj Bikes: A Classic Case Study

    Bajaj Auto sought to go ahead of the competition with the launch of the new Pulsar 125 motorcycle by creating hype around the product and establishing itself as the leading brand in the 125 CC two-wheeler category. Ultimately, they wanted to engage more meaningfully with their target audience: ambitious and ensure that their questions were answered quickly. They anticipated that by doing so, they would be able to improve their lead conversion rate and, as a result, their sales conversion rate.

    So What did Bajaj do?

    Baja Auto and Ori, partnered in May 2021 to debut Google’s Business Messages on their website. Bajaj Auto serviced over 34,000 unique customers, engaged in over 300 hours of chatbot discussion in two months, and experienced a 1,335 percent boost in lead conversions by employing conversational commerce to aid product discovery and inquiry.

    The use of chatbots, helped Bajaj Auto enable search intent as the overarching measure of brand popularity when compared to their competition. Even when the country was thrust into COVID-19 lockdown, Bajaj Auto’s keywords outperformed their competition by 80%.

    Cognitive bots ease customer-platform communication in a myriad of ways:

    • Improves Personalization For User Interaction
    • Provides context-rich Multilingual Support
    • Automate Customer Support for Queries across basic to complex queries
    • Accelerates sales from Abandoned Carts
    • Easy Order Management
    • Accelerate Sales through effective customer value management
    • Accelerates Customer Acquisition by guiding the user to the quickest path to closure

    AI is a technology that is revolutionizing every aspect of existence. It’s a versatile tool that allows people to rethink how they integrate data, analyze it, and apply the ensuing insights to make better decisions.

    While today’s AI systems are still a long way from achieving that aim, they are beginning to perform on par with, if not better than, their creators in certain activities. AI has advanced dramatically because of new techniques that allow robots to learn from vast amounts of data.

    AI is the biggest business opportunity of the next decade. Manual and repetitive jobs are already automated. It will soon assist humans in making decisions. Along the way, it will contribute more to global GDP by 2030 than China and India combined. These developments in AI today, will further give rise to various innovative use cases and possibilities across AR, VR and Metaverse.

    How will AI affect virtual reality and the metaverse in the future?

    Smartphones will become smarter as a result of VR technology, and many more smart tools, such as VR goggles and VR devices, will flood the market. We may appreciate history (which is presumably boring), explore space (from Earth), see the surface of the moon in 3D, and much more via virtual reality.

  • How conversational AI is shaping the future of the Education Sector?

    We could have never predicted where we would land in the Global Pandemic but there is a brighter side to it. The year 2020 led to more digitization than the last whole decade. Small and large businesses have managed to survive and rise in the digital wave. Fortune 500 companies and startups are investing highly in conversational AI chatbots to enhance their business processes in areas like customer service, employee support, workflow automation, employee onboarding, and more. 

    Various sectors like healthcare, mass media, tourism, etc but how about the education sector? And how has it benefitted?

    Where does the education sector stand as of now?

    The education sector is no doubt the base sector of every sector but as we all know the pandemic didn’t leave this sector unaffected too. But it certainly digitized the education sector. It made online learning a thing and erased the distance factor. In all of this, AI technology bridged the gap that arose due to the pandemic. Significantly we witnessed many universities and educational institutions transforming the admission procedure online including virtual classrooms and virtual examinations.

    This transition was quick-paced. Language software, eLearning apps, and collaboration tools have shown an incredible surge in usage.   

    As per the World Economic Forum, the global education technology investment had marked a high growth by hitting $18.66 billion. By 2025, the overall marketplace of online education is expected to reach $350 billion. If we see the recent trends it is safe to assume that conversational AI is the future of the educational sector.

    Conversational AI in the education sector:

    Conversational AI’s growing importance in the education sector cannot be overlooked. It has evolved the modern teaching and learning methods in a promising way.

    Conversational AI makes sure that the communication is smooth and free-flowing between the computers and users. Conversational AI is not just a chatbot, it’s indeed a smart bot.  It recognizes the language tricks, understands their queries, and skillfully guides them. If any query arises that is beyond the scope of conversational AI it directs the query to the person in charge. One more advantage of Conversational AI is that it delivers a human-like response that makes the users feel that they are interacting with an Actual Human Being. 

    Conversational AI provides virtual assistance by the means of bots making the process of education soluble. 

    The need for conversational AI in the education system:

    We live in a digital era and like every other industry, education sector needs to catch up too. With the help of conversational AI, education sectors are succeeding to do so.  By embracing technology like AI chatbots education sectors can keep the students engaged and make the admission process easier. And no wonder the move is saving a lot of resources and time.

    How does conversational AI influence education?

    Earlier the process of teaching, learning, and submitting assignments was a lengthy one. But since the emergence of conversational AI in the educational arena the process has become easier. Instead of a lot of paper load, technology has transformed the entire process of submission and evaluation. This has minimized the errors of judgment and has made the process free of bias. One more aspect that is significant to note is that students who used to carry numerous books just carry one single laptop now. Conversational AI has personalized learning and doubts solving.

    How is conversational AI  shaping the future of the Educational sector?

    Well isn’t that the whole point of this? AI-powered conversational tools are transforming the learning sector with interactive and customized tools. Let us have a quick look at the ways it is shaping the future of Education:

    1. Personalized learning experience:
      The digitized version of the education sector is a prompt one.  With the introduction of AI in the day-to-day, education learning is becoming more personalized for students across the Globe. 
    2. AI-powered teaching assistants:
      Teaching bots can assist the faculties by being their virtual assistant. They can solve the queries of students as per the instructions given to them without any sort of human intervention. Bots can intelligently dig the content that is suitable for students and as per their interests. Conversational AI can also evaluate students’ learning progress, deliver personalized feedback and suggest more significant learning content.
    3. Better and instant support:
      With instant support, conversational AI helps students reach the peaks they aspire to in their careers. A bot on the website of a university can run students through brochures, admission procedures, scholarships and much more this helps students find exactly what they are looking for.
    4. Automated administrative work:
      With the presence of conversational AI on your website, the burden of tiring administrative work is lifted from your shoulders. AI does attendance, grading and other administrative time-consuming work quickly and as per given instructions. This helps the teachers to focus on topics rather than worrying about administrative work.

    How can Convert AI act as a torch bearer here?

    Convert AI does all the things mentioned above efficiently when given the right instructions. It is a conversational AI product deliberately built to facilitate the learning process. Convert AI will surely provide a helping hand in a seemingly long process of admission, teaching, grading and evaluation. The conversational sales platform is custom built to make the future of the educational sector brighter.

    We could have never predicted where we would land in the Global Pandemic but there is a brighter side to it. The year 2020 led to more digitization than the last whole decade. Small and large businesses have managed to survive and rise in the digital wave. Fortune 500 companies and startups are investing highly in conversational AI chatbots to enhance their business processes in areas like customer service, employee support, workflow automation, employee onboarding, and more. 

    Various sectors like healthcare, mass media, tourism, etc but how about the education sector? And how has it benefitted?

    Where does the education sector stand as of now?

    The education sector is no doubt the base sector of every sector but as we all know the pandemic didn’t leave this sector unaffected too. But it certainly digitized the education sector. It made online learning a thing and erased the distance factor. In all of this, AI technology bridged the gap that arose due to the pandemic. Significantly we witnessed many universities and educational institutions transforming the admission procedure online including virtual classrooms and virtual examinations.

    This transition was quick-paced. Language software, eLearning apps, and collaboration tools have shown an incredible surge in usage.   

    As per the World Economic Forum, the global education technology investment had marked a high growth by hitting $18.66 billion. By 2025, the overall marketplace of online education is expected to reach $350 billion. If we see the recent trends it is safe to assume that conversational AI is the future of the educational sector.

    Conversational AI in the education sector:

    Conversational AI’s growing importance in the education sector cannot be overlooked. It has evolved the modern teaching and learning methods in a promising way.

    Conversational AI makes sure that the communication is smooth and free-flowing between the computers and users. Conversational AI is not just a chatbot, it’s indeed a smart bot.  It recognizes the language tricks, understands their queries, and skillfully guides them. If any query arises that is beyond the scope of conversational AI it directs the query to the person in charge. One more advantage of Conversational AI is that it delivers a human-like response that makes the users feel that they are interacting with an Actual Human Being. 

    Conversational AI provides virtual assistance by the means of bots making the process of education soluble. 

    The need for conversational AI in the education system:

    We live in a digital era and like every other industry, education sector needs to catch up too. With the help of conversational AI, education sectors are succeeding to do so.  By embracing technology like AI chatbots education sectors can keep the students engaged and make the admission process easier. And no wonder the move is saving a lot of resources and time.

    How does conversational AI influence education?

    Earlier the process of teaching, learning, and submitting assignments was a lengthy one. But since the emergence of conversational AI in the educational arena the process has become easier. Instead of a lot of paper load, technology has transformed the entire process of submission and evaluation. This has minimized the errors of judgment and has made the process free of bias. One more aspect that is significant to note is that students who used to carry numerous books just carry one single laptop now. Conversational AI has personalized learning and doubts solving.

    How is conversational AI  shaping the future of the Educational sector?

    Well isn’t that the whole point of this? AI-powered conversational tools are transforming the learning sector with interactive and customized tools. Let us have a quick look at the ways it is shaping the future of Education:

    1. Personalized learning experience:
      The digitized version of the education sector is a prompt one.  With the introduction of AI in the day-to-day, education learning is becoming more personalized for students across the Globe. 
    2. AI-powered teaching assistants:
      Teaching bots can assist the faculties by being their virtual assistant. They can solve the queries of students as per the instructions given to them without any sort of human intervention. Bots can intelligently dig the content that is suitable for students and as per their interests. Conversational AI can also evaluate students’ learning progress, deliver personalized feedback and suggest more significant learning content.
    3. Better and instant support:
      With instant support, conversational AI helps students reach the peaks they aspire to in their careers. A bot on the website of a university can run students through brochures, admission procedures, scholarships and much more this helps students find exactly what they are looking for.
    4. Automated administrative work:
      With the presence of conversational AI on your website, the burden of tiring administrative work is lifted from your shoulders. AI does attendance, grading and other administrative time-consuming work quickly and as per given instructions. This helps the teachers to focus on topics rather than worrying about administrative work.

    How can Convert AI act as a torch bearer here?

    Convert AI does all the things mentioned above efficiently when given the right instructions. It is a conversational AI product deliberately built to facilitate the learning process. Convert AI will surely provide a helping hand in a seemingly long process of admission, teaching, grading and evaluation. The conversational sales platform is custom built to make the future of the educational sector brighter.

  • Here’s How you can use Facebook Messenger Bots to Fast-track Conversions

    The one AI-powered messaging channel that has changed the marketing game entirely are the facebook messaging bots. Transforming businesses across the world, they wield enormous power for whatever business you’re in.

    Facebook Messenger Chatbots allow an automated conversation with people who click on Facebook Messenger to start a dialogue.

    Menus or keywords direct customers to the necessary steps, saving time and eliminating frivolous requests that don’t lead to sales. It’s an easy way to allow people to interact with businesses, self-serve or buy tickets for an event, get directions, see a menu, set up an appointment, or ask questions about a product or service.

    It is a significant opportunity to display the brand on the screen and generate sales. Facebook Messenger users represent a large portion of the customer market in eCommerce — and linking to the business’s Facebook community with a Facebook Messenger bot is increasingly being considered an absolute win in terms of customer experience and customer effectiveness.

    Here is how your brand can use Facebook Messenger to increase conversions:

    Using Facebook Messenger Bots to Increase Conversion

    On Facebook Messenger, businesses and users exchange more than 20 billion messages every month. By answering questions and performing most of the preliminary work usually performed by customer service staff, chatbots can help ease the buying process and increase conversions.

    A Facebook Messenger chatbot is a must-have tool for someone doing Facebook marketing to increase conversion rate. Let’s see how a chatbot serves a business at its best.

    Providing Instant Customer Service for Facebook Audience

    The most challenging task is to satisfy customers and their needs. Once businesses do it, they win the game. Many AI tools increase conversions. However, on Facebook, there are 1.3 billion Messenger users globally, which provides marketers with a big platform to cater to the audience. As a result, Facebook Messenger chatbots work exceptionally well for marketers.

    Facebook shows products, and instant messenger bots give support to the customers. While building chatbots, the focus should be on keeping the FAQs related to the product in mind. It is essential to have exceptional consumer care to improve retention rates and help businesses stand out from the competition.

    High-quality content and to-the-point answers assure customers that the company is committed to providing maximum help in deciding whether they should buy.

    Messenger Bots Helps to Generate Sales-Driven Results

    Having a conversation with a Facebook Messenger chatbot helps uplift company product sales. When people experience good customer care, they usually stick around. Creating a great customer experience – also helps create a positive preference in the customer’s mind.

    Facebook Messenger chatbots directly linked to websites can increase conversion rates with Facebook marketing and website marketing.

    Many leading brands use Facebook Messenger marketing to provide instant help with chatbots that convince customers about their products and services. Facebook Messenger bots have reasonable click-through rates ranging from 70% to 90%, which is 2 to 4 times better than email.

    Build Brand Awareness that makes People visit for Product

    When a customer clicks the “send message” button, they expect a fully detailed view of the products or services offered by the brand. Hence, without wasting customers’ time, they know about the business by seeing the description when they click the button. Additionally, companies can also set the logo’s icon to memorize the brand at first sight.

    Brands can also embed some quick and concise FAQs about the company to increase brand awareness.

    From Facebook’s Comment Section To Messenger Bot

    When it comes to increasing conversion rates, brands must capture the audience. The right combination of eye-catching products with exciting content will attract customers.

    Facebook makes room for brands to simplify activities on their Facebook pages. Ads help brands to approach the audience quickly. When people see ads or wish to purchase a product, they will undoubtedly visit the brand’s page and engage with it.

    While engaging, customers can be easily engaged via a Facebook Messenger chatbot. The Facebook messenger chatbot instantly replies to customer queries, and users can talk and get information about the product comfortably, ensuring a high conversion rate.

    Send Product Videos to Maximize the worth of Customer’s Lifetime

    Video marketing is another way to engage customers without making them feel bored. Video content on any website, Facebook page, or other channel makes the audience spend a minute watching it. So why not in a Facebook messenger bot?

    As soon as the customer interacts with the Facebook messenger bot and wants a quick look at the product, brands can send them related videos using the bot. They don’t need to wander different channels as the bots make product demos just a click away.

    According to the study, reasonable click-through rates are 28% to 48%, almost double the email click-through rates. Brands can also send new broadcasts, but they should be limited to once a week.

    Messenger Bots Allow To Include Augmented Reality

    It is high time to compete in this digital era. Many leading brands use Augmented reality in their Facebook messenger bots. This helps customers take a quick look at products through the chatbots and increases ROI and the conversion rate. 

    Embedding virtual reality in chatbots makes shopping easy for people who have not trusted online shopping.

    Many people are still unhappy with online shopping because they have had bad experiences with online retailers. It may be from customer support or product quality.

    Immediate Feedback via Messenger Bots With Customers

    To increase the conversion rate, brands need to optimize their service frequently. The key to success is understanding the audience’s needs, satisfaction levels, and what they want based on the changing demand patterns.

    It will surely help businesses research business products by putting themselves in the customer’s shoes. Additionally, they can try to offer giveaways to customers in return for their time. The Facebook Messenger chatbots can offer giveaways to customers whenever the brands want. Facebook messenger bots can send exciting news to customers about seasonal sales, new arrivals, and any discount offers.

    Further, brands can conduct Facebook contests through the messenger chatbot. Through this, they can engage customers in fun-loving activities to make them remember the brand and spread the word in the community.

    Benefits of Facebook Messenger Bots?

    Facebook messenger chatbot is an excellent tool for E-commerce marketing. Many people are using social platforms for shopping, due to which online marketing is expanding at a rapid pace.

    A Facebook Messenger chatbot is computer software that can communicate like a human, but unlike humans, chatbots do not need to rest, break, and not be late. It works like a mimic boy who helps customers by giving responses exactly how the companies program them.

    Eventually, it becomes an assistant to making good decisions throughout the buyer’s journey. When spoken to, the bot will automatically respond, gather data, and give users the necessary messages based on the user’s actions, which is not possible via emails.

    For some people, a Facebook Messenger bot saves time. Sometimes users trust them and fearlessly shop while sitting at home. Therefore, brands must build trust among customers to go further with their products or services.

    Let’s look at why brands should use Facebook messenger bots.

    1. Ready To Go Replies:
      If the company wants to acquire customers, it shouldn’t make them wait for a long time. The customers expect the companies to provide information all the time as the customers can come at midnight or early morning or whatever time they get free.

      When they are scrolling on Facebook, and they see the desired products or services, they jump on the messenger to chat with the company and get information.

      The solution is Facebook chatbots that instantly reply to the customers as soon as they click on the “send message” button and give authentic replies in seconds. Facebook Messenger bots are programmed to instantly respond to any query, booking information, and assistance.
    2. Reach Audience Faster:
      It is found that the open rate of Facebook messages is frequently higher than emails. As soon as the user comes to the brand’s page through any referral link or ad, the Facebook Messenger bots can assist the visitors.

      In addition, Facebook Messenger has paid advertisements that can be showcased to someone who has been recently in contact with the brand’s profile. This implies that there is access to a readymade user list. To attract high-quality clients, brands should use these ads in addition to the chatbot.
    3. Save Time And Money for Customer Agents:
      Every day, companies have to tackle the same queries and issues like tracking the product, cancelling the booking, refund procedure, etc. It takes time, and if there are not many agents to resolve the customer issues, the customers can have a bad experience.

      While hiring customer support agents, companies must pay them or sometimes hire agents for night shifts to assist customers round the clock.

      Therefore, to avoid such situations and provide timeless services at reduced costs, Facebook messenger bots are the go-to tool. A Facebook messenger bot works 24/7 efficiently. It responds almost instantaneously and reduces the burden of customer support agents to maximize sales.
    4. Messenger Bot like a Lead Finder:
      When supporting companies to attract customers and prospects, Facebook messenger bots can acquire leads by giving a personalised touch to the customers and trying to build loyalty. They fetch the basic information from targeted customers so that the business can easily find a way of reaching out to them in the future. Companies can also make a user-friendly lead generation chatbot to get the information quickly without bothering the customers.
    5. A Reasonable Suggestion with Bots:
      It’s impressive to see the suggestions that bots provide to customers. It works like, which flavour do you need”? Or have some fries with that? Or Do you want to try our new flavour?

      These look super cool and a worthwhile suggestion for the foodie customers. Not only do foodies customers, even in the clothing business, transportation business, or any other, but brands can also make their own suggested in-line products.
    6. Engage And Re-engage Customers:
      It is vital to understand and focus on the sales funnel process. How efficiently do companies use sales funnels to track customers buying journeys? Suppose they are stuck on any of the funnel processes. In that case, the Facebook messenger bot reminds the customers that they didn’t complete their purchases (or they can remind them with some discount that was not initially offered to them).

      Chatbot also works to re-engage the customers to let them complete their buyer journey. With their content and whenever new arrivals come, they remind them to buy new products. Facebook Messenger bots can engage them with some personalised offers at different events, so they can enjoy buying. 
    7. The Bot can be where the Customers are:
      For business running in the US and a customer who wants to buy its product in Germany can be efficiently solved by communications and assistance from the Facebook messenger bots. Meanwhile, the Facebook Messenger chatbot sends a notification if customers need any human assistance, and thus, brands can easily communicate with them. Even if the customers want to book a service or buy a product, they can do it instantly by staying on the Facebook page and interacting with the Facebook Messenger bots.
    8. Bots Can Be Traced:
      While using a chatbot brands can get all their customers’ data as a chatbot owner. Not only this, but brands can even verify whether their chatbot is working as per the programming or it is encountering any technical difficulties.

      Further, brands can keep a check on the bots daily or weekly, as they want. Brands can also understand how many people use the bot and what chatbot responded to them thus giving them access to powerful analytics.

    Hence, Facebook Messenger Bots help brands avoid long calls and save time and money with repetitive queries.

    A step closer towards effective Facebook Messenger bot integration

    The following are a few things that must be taken care of to ensure the bot is as effective as possible:

    • Give the bot a unique name: A unique name helps customers find the bot easily. Therefore, giving the bot a unique and distinctive name that stands out is essential.
    • Make it conversational: The customers will be talking like humans, which means the bot must mimic human conversation as much as possible. This will make the conversation awkward, the customer will not get their questions answered, and things will go nowhere.
    • Help customers out with prompts: A Facebook bot isn’t like a website, and the customers may not be aware of its usage unless the brand drops hints and prompts about it. Therefore, it is vital to set up automatic prompts so that the bot can lead conversations and guide customers along the way.
    • Keep things simple: The bot should avoid big words and awkward grammar as it is likely to confuse and alienate people. Also, the options offered to the customers should be simple. Giving everything at once will be confusing and overwhelming for customers.

    Wrapping Up:

    After having a long read, we are sure you are willing to build Facebook messenger bots for increasing your conversion rate as soon as possible. Using a chatbot offers you a lot more benefits.

    It is important to find out the best platform that gives you many resources to make the best messenger bot. You will explore many other resources like plug-ins, conversational forms, analytics, live chat, etc.

    Maybe we missed something that could help increase your conversions, so log in to Facebook Messenger Chatbot and explore by yourself and let us know what we missed.

    The one AI-powered messaging channel that has changed the marketing game entirely are the facebook messaging bots. Transforming businesses across the world, they wield enormous power for whatever business you’re in.

    Facebook Messenger Chatbots allow an automated conversation with people who click on Facebook Messenger to start a dialogue.

    Menus or keywords direct customers to the necessary steps, saving time and eliminating frivolous requests that don’t lead to sales. It’s an easy way to allow people to interact with businesses, self-serve or buy tickets for an event, get directions, see a menu, set up an appointment, or ask questions about a product or service.

    It is a significant opportunity to display the brand on the screen and generate sales. Facebook Messenger users represent a large portion of the customer market in eCommerce — and linking to the business’s Facebook community with a Facebook Messenger bot is increasingly being considered an absolute win in terms of customer experience and customer effectiveness.

    Here is how your brand can use Facebook Messenger to increase conversions:

    Using Facebook Messenger Bots to Increase Conversion

    On Facebook Messenger, businesses and users exchange more than 20 billion messages every month. By answering questions and performing most of the preliminary work usually performed by customer service staff, chatbots can help ease the buying process and increase conversions.

    A Facebook Messenger chatbot is a must-have tool for someone doing Facebook marketing to increase conversion rate. Let’s see how a chatbot serves a business at its best.

    Providing Instant Customer Service for Facebook Audience

    The most challenging task is to satisfy customers and their needs. Once businesses do it, they win the game. Many AI tools increase conversions. However, on Facebook, there are 1.3 billion Messenger users globally, which provides marketers with a big platform to cater to the audience. As a result, Facebook Messenger chatbots work exceptionally well for marketers.

    Facebook shows products, and instant messenger bots give support to the customers. While building chatbots, the focus should be on keeping the FAQs related to the product in mind. It is essential to have exceptional consumer care to improve retention rates and help businesses stand out from the competition.

    High-quality content and to-the-point answers assure customers that the company is committed to providing maximum help in deciding whether they should buy.

    Messenger Bots Helps to Generate Sales-Driven Results

    Having a conversation with a Facebook Messenger chatbot helps uplift company product sales. When people experience good customer care, they usually stick around. Creating a great customer experience – also helps create a positive preference in the customer’s mind.

    Facebook Messenger chatbots directly linked to websites can increase conversion rates with Facebook marketing and website marketing.

    Many leading brands use Facebook Messenger marketing to provide instant help with chatbots that convince customers about their products and services. Facebook Messenger bots have reasonable click-through rates ranging from 70% to 90%, which is 2 to 4 times better than email.

    Build Brand Awareness that makes People visit for Product

    When a customer clicks the “send message” button, they expect a fully detailed view of the products or services offered by the brand. Hence, without wasting customers’ time, they know about the business by seeing the description when they click the button. Additionally, companies can also set the logo’s icon to memorize the brand at first sight.

    Brands can also embed some quick and concise FAQs about the company to increase brand awareness.

    From Facebook’s Comment Section To Messenger Bot

    When it comes to increasing conversion rates, brands must capture the audience. The right combination of eye-catching products with exciting content will attract customers.

    Facebook makes room for brands to simplify activities on their Facebook pages. Ads help brands to approach the audience quickly. When people see ads or wish to purchase a product, they will undoubtedly visit the brand’s page and engage with it.

    While engaging, customers can be easily engaged via a Facebook Messenger chatbot. The Facebook messenger chatbot instantly replies to customer queries, and users can talk and get information about the product comfortably, ensuring a high conversion rate.

    Send Product Videos to Maximize the worth of Customer’s Lifetime

    Video marketing is another way to engage customers without making them feel bored. Video content on any website, Facebook page, or other channel makes the audience spend a minute watching it. So why not in a Facebook messenger bot?

    As soon as the customer interacts with the Facebook messenger bot and wants a quick look at the product, brands can send them related videos using the bot. They don’t need to wander different channels as the bots make product demos just a click away.

    According to the study, reasonable click-through rates are 28% to 48%, almost double the email click-through rates. Brands can also send new broadcasts, but they should be limited to once a week.

    Messenger Bots Allow To Include Augmented Reality

    It is high time to compete in this digital era. Many leading brands use Augmented reality in their Facebook messenger bots. This helps customers take a quick look at products through the chatbots and increases ROI and the conversion rate. 

    Embedding virtual reality in chatbots makes shopping easy for people who have not trusted online shopping.

    Many people are still unhappy with online shopping because they have had bad experiences with online retailers. It may be from customer support or product quality.

    Immediate Feedback via Messenger Bots With Customers

    To increase the conversion rate, brands need to optimize their service frequently. The key to success is understanding the audience’s needs, satisfaction levels, and what they want based on the changing demand patterns.

    It will surely help businesses research business products by putting themselves in the customer’s shoes. Additionally, they can try to offer giveaways to customers in return for their time. The Facebook Messenger chatbots can offer giveaways to customers whenever the brands want. Facebook messenger bots can send exciting news to customers about seasonal sales, new arrivals, and any discount offers.

    Further, brands can conduct Facebook contests through the messenger chatbot. Through this, they can engage customers in fun-loving activities to make them remember the brand and spread the word in the community.

    Benefits of Facebook Messenger Bots?

    Facebook messenger chatbot is an excellent tool for E-commerce marketing. Many people are using social platforms for shopping, due to which online marketing is expanding at a rapid pace.

    A Facebook Messenger chatbot is computer software that can communicate like a human, but unlike humans, chatbots do not need to rest, break, and not be late. It works like a mimic boy who helps customers by giving responses exactly how the companies program them.

    Eventually, it becomes an assistant to making good decisions throughout the buyer’s journey. When spoken to, the bot will automatically respond, gather data, and give users the necessary messages based on the user’s actions, which is not possible via emails.

    For some people, a Facebook Messenger bot saves time. Sometimes users trust them and fearlessly shop while sitting at home. Therefore, brands must build trust among customers to go further with their products or services.

    Let’s look at why brands should use Facebook messenger bots.

    1. Ready To Go Replies:
      If the company wants to acquire customers, it shouldn’t make them wait for a long time. The customers expect the companies to provide information all the time as the customers can come at midnight or early morning or whatever time they get free.

      When they are scrolling on Facebook, and they see the desired products or services, they jump on the messenger to chat with the company and get information.

      The solution is Facebook chatbots that instantly reply to the customers as soon as they click on the “send message” button and give authentic replies in seconds. Facebook Messenger bots are programmed to instantly respond to any query, booking information, and assistance.
    2. Reach Audience Faster:
      It is found that the open rate of Facebook messages is frequently higher than emails. As soon as the user comes to the brand’s page through any referral link or ad, the Facebook Messenger bots can assist the visitors.

      In addition, Facebook Messenger has paid advertisements that can be showcased to someone who has been recently in contact with the brand’s profile. This implies that there is access to a readymade user list. To attract high-quality clients, brands should use these ads in addition to the chatbot.
    3. Save Time And Money for Customer Agents:
      Every day, companies have to tackle the same queries and issues like tracking the product, cancelling the booking, refund procedure, etc. It takes time, and if there are not many agents to resolve the customer issues, the customers can have a bad experience.

      While hiring customer support agents, companies must pay them or sometimes hire agents for night shifts to assist customers round the clock.

      Therefore, to avoid such situations and provide timeless services at reduced costs, Facebook messenger bots are the go-to tool. A Facebook messenger bot works 24/7 efficiently. It responds almost instantaneously and reduces the burden of customer support agents to maximize sales.
    4. Messenger Bot like a Lead Finder:
      When supporting companies to attract customers and prospects, Facebook messenger bots can acquire leads by giving a personalised touch to the customers and trying to build loyalty. They fetch the basic information from targeted customers so that the business can easily find a way of reaching out to them in the future. Companies can also make a user-friendly lead generation chatbot to get the information quickly without bothering the customers.
    5. A Reasonable Suggestion with Bots:
      It’s impressive to see the suggestions that bots provide to customers. It works like, which flavour do you need”? Or have some fries with that? Or Do you want to try our new flavour?

      These look super cool and a worthwhile suggestion for the foodie customers. Not only do foodies customers, even in the clothing business, transportation business, or any other, but brands can also make their own suggested in-line products.
    6. Engage And Re-engage Customers:
      It is vital to understand and focus on the sales funnel process. How efficiently do companies use sales funnels to track customers buying journeys? Suppose they are stuck on any of the funnel processes. In that case, the Facebook messenger bot reminds the customers that they didn’t complete their purchases (or they can remind them with some discount that was not initially offered to them).

      Chatbot also works to re-engage the customers to let them complete their buyer journey. With their content and whenever new arrivals come, they remind them to buy new products. Facebook Messenger bots can engage them with some personalised offers at different events, so they can enjoy buying. 
    7. The Bot can be where the Customers are:
      For business running in the US and a customer who wants to buy its product in Germany can be efficiently solved by communications and assistance from the Facebook messenger bots. Meanwhile, the Facebook Messenger chatbot sends a notification if customers need any human assistance, and thus, brands can easily communicate with them. Even if the customers want to book a service or buy a product, they can do it instantly by staying on the Facebook page and interacting with the Facebook Messenger bots.
    8. Bots Can Be Traced:
      While using a chatbot brands can get all their customers’ data as a chatbot owner. Not only this, but brands can even verify whether their chatbot is working as per the programming or it is encountering any technical difficulties.

      Further, brands can keep a check on the bots daily or weekly, as they want. Brands can also understand how many people use the bot and what chatbot responded to them thus giving them access to powerful analytics.

    Hence, Facebook Messenger Bots help brands avoid long calls and save time and money with repetitive queries.

    A step closer towards effective Facebook Messenger bot integration

    The following are a few things that must be taken care of to ensure the bot is as effective as possible:

    • Give the bot a unique name: A unique name helps customers find the bot easily. Therefore, giving the bot a unique and distinctive name that stands out is essential.
    • Make it conversational: The customers will be talking like humans, which means the bot must mimic human conversation as much as possible. This will make the conversation awkward, the customer will not get their questions answered, and things will go nowhere.
    • Help customers out with prompts: A Facebook bot isn’t like a website, and the customers may not be aware of its usage unless the brand drops hints and prompts about it. Therefore, it is vital to set up automatic prompts so that the bot can lead conversations and guide customers along the way.
    • Keep things simple: The bot should avoid big words and awkward grammar as it is likely to confuse and alienate people. Also, the options offered to the customers should be simple. Giving everything at once will be confusing and overwhelming for customers.

    Wrapping Up:

    After having a long read, we are sure you are willing to build Facebook messenger bots for increasing your conversion rate as soon as possible. Using a chatbot offers you a lot more benefits.

    It is important to find out the best platform that gives you many resources to make the best messenger bot. You will explore many other resources like plug-ins, conversational forms, analytics, live chat, etc.

    Maybe we missed something that could help increase your conversions, so log in to Facebook Messenger Chatbot and explore by yourself and let us know what we missed.

  • The Conversational AI Testing Checklist: Tools, Techniques & Metrics to Include

    The Conversational AI Testing Checklist: Tools, Techniques & Metrics to Include

    With no available standard Conversational AI agent testing method, businesses face the dilemma of how can they ensure the chatbot is error-free and user-engaging? How should performance testing tools be used? What are the most effective mechanisms for testing its functionality?

    Therefore, a chatbot testing checklist below contains tools, ground rules, best practices, techniques, and critical considerations to help businesses set a standardized testing plan.

    1. Test Your Bot’s Conversational Flow:

    Engage the chatbot in a conversation. Start with the broad, user-greeting questions and critical use cases or chatbot testing scenarios. The list of questions, at this stage of the chatbot testing process, should include:

      • Does the chatbot understand user questions?
      • Does it respond promptly to them?
      • Are its responses accurate and relevant?
      • Are there sufficient conversation steps
      • Does it keep the user engaged?

      2. Include Developer Testing:

      The developers working on the chatbot should test it at each development phase.

      The purpose of developer testing is to verify and validate the chatbot development and confirm whether the chatbot provides accurate and relevant answers to user queries.

        3. Run a Chatbot-Error Handling Test:

        While building a chatbot testing strategy, businesses should program the chatbot to reply coherently if a user enters a meaningless sentence or a not so commonly used expression. Businesses cannot anticipate the irrelevant information that users might enter. However, developers should program the chatbot with emergency replies for the exceptions expected by the company.

          Chatbot Testing Tools to Consider

          A shortlist of 3 tools for streamlining the testing efforts is mentioned below:

          1. Chatbot Test:

          An open-source guide with 120 questions for assessing the user experience delivered by the chatbot. It operates at three levels:

            • possible chatbot testing scenarios
            • expected scenarios
            • almost impossible scenarios

            It provides 7 different metrics for evaluating the bot performance:

            • Understanding: does the chatbot understand different kinds of user input such as curse words, small talk, idioms, and emojis?
            • Answering: are the answers context-relevant and accurate
            • Navigation: is it intuitive enough for the company to go through the conversation users have with the bot?
            • Personality: Does the chatbot’s tone suit the audience and the nature of the ongoing conversation?
            • Onboarding: is the chatbot functionality apparent to the user
            • Intelligence: does the chatbot remember the user’s details and key information throughout the conversation?
            • Error management: how does the chatbot handle errors and exceptions?

            2. Bot Analytics:

            From usability to conversational flow to the delivered user experience, this custom service enables businesses to test the critical aspects of the chatbot.

              3. Dimon:

              This chatbot testing tool integrates seamlessly with major platforms like Telegram, Slack, WeChat, and Facebook Messenger. Businesses can use it to detect any issues in the conversational flow and the user experience that the bot provides.

                The Way Forward: Selecting the Right & Best Conversational AI

                While it’s true that adopting conversational chatbots has many advantages, including a positive impact on business revenues, it does require a one-time investment. However, in the long run, it offers a high ROI.

                Thus businesses need to evaluate their requirements before selecting a conversational AI provider as it is a long-term commitment. Deploying the right chatbot leads to increased customer satisfaction, and improvement in agent productivity, scale, and efficiency in handling customer queries, after implementing our chatbot for customer support.

                Wrapping Up:

                We hope this article will help you select the right chatbot provider among the myriad of chatbot companies currently operating in the industry.

                But if in case you need help regarding the same, schedule a demo with our experts right away.

                With no available standard Conversational AI agent testing method, businesses face the dilemma of how can they ensure the chatbot is error-free and user-engaging? How should performance testing tools be used? What are the most effective mechanisms for testing its functionality?

                Therefore, a chatbot testing checklist below contains tools, ground rules, best practices, techniques, and critical considerations to help businesses set a standardized testing plan.

                1. Test Your Bot’s Conversational Flow:

                Engage the chatbot in a conversation. Start with the broad, user-greeting questions and critical use cases or chatbot testing scenarios. The list of questions, at this stage of the chatbot testing process, should include:

                  • Does the chatbot understand user questions?
                  • Does it respond promptly to them?
                  • Are its responses accurate and relevant?
                  • Are there sufficient conversation steps
                  • Does it keep the user engaged?

                  2. Include Developer Testing:

                  The developers working on the chatbot should test it at each development phase.

                  The purpose of developer testing is to verify and validate the chatbot development and confirm whether the chatbot provides accurate and relevant answers to user queries.

                    3. Run a Chatbot-Error Handling Test:

                    While building a chatbot testing strategy, businesses should program the chatbot to reply coherently if a user enters a meaningless sentence or a not so commonly used expression. Businesses cannot anticipate the irrelevant information that users might enter. However, developers should program the chatbot with emergency replies for the exceptions expected by the company.

                      Chatbot Testing Tools to Consider

                      A shortlist of 3 tools for streamlining the testing efforts is mentioned below:

                      1. Chatbot Test:

                      An open-source guide with 120 questions for assessing the user experience delivered by the chatbot. It operates at three levels:

                        • possible chatbot testing scenarios
                        • expected scenarios
                        • almost impossible scenarios

                        It provides 7 different metrics for evaluating the bot performance:

                        • Understanding: does the chatbot understand different kinds of user input such as curse words, small talk, idioms, and emojis?
                        • Answering: are the answers context-relevant and accurate
                        • Navigation: is it intuitive enough for the company to go through the conversation users have with the bot?
                        • Personality: Does the chatbot’s tone suit the audience and the nature of the ongoing conversation?
                        • Onboarding: is the chatbot functionality apparent to the user
                        • Intelligence: does the chatbot remember the user’s details and key information throughout the conversation?
                        • Error management: how does the chatbot handle errors and exceptions?

                        2. Bot Analytics:

                        From usability to conversational flow to the delivered user experience, this custom service enables businesses to test the critical aspects of the chatbot.

                          3. Dimon:

                          This chatbot testing tool integrates seamlessly with major platforms like Telegram, Slack, WeChat, and Facebook Messenger. Businesses can use it to detect any issues in the conversational flow and the user experience that the bot provides.

                            The Way Forward: Selecting the Right & Best Conversational AI

                            While it’s true that adopting conversational chatbots has many advantages, including a positive impact on business revenues, it does require a one-time investment. However, in the long run, it offers a high ROI.

                            Thus businesses need to evaluate their requirements before selecting a conversational AI provider as it is a long-term commitment. Deploying the right chatbot leads to increased customer satisfaction, and improvement in agent productivity, scale, and efficiency in handling customer queries, after implementing our chatbot for customer support.

                            Wrapping Up:

                            We hope this article will help you select the right chatbot provider among the myriad of chatbot companies currently operating in the industry.

                            But if in case you need help regarding the same, schedule a demo with our experts right away.

                          1. The Chatbot Checklist: Things to Evaluate When Looking for a Partner

                            The Chatbot Checklist: Things to Evaluate When Looking for a Partner

                            With the growing popularity of automation and AI chatbots, more and more businesses are interested in developing a chatbot of their own.

                            Searching for a reliable software vendor can be challenging. Thus, we have listed key aspects that you should consider when choosing a chatbot provider.

                            Implementing a conversational assistance solution is as much a business decision as a tech decision. This decision impacts key business metrics such as conversions, sales, customer experience, productivity and revenue through AI and smart automations.

                            The main objective of automating simple and repetitive requests is to scale the business without adding costs, freeing up agents’ time to respond to more complex tasks. This allows 24/7 availability allowing for extended support outside of call center hours, an almost instantaneous response without the need to wait for the availability of an agent, and create a delightful experience for existing and prospective customers.

                            Constructing a decision matrix is the best method to help select a software program. It consists of criteria weighted by relevancy and a list of solutions to be studied. Each criterion is scored for each solution. The sum of all scores of the weighted criteria provides an evaluation of the solution compared to the others.

                            What are the Different Types of Chatbot Companies?

                            Businesses need to understand the different types of chatbot softwares and providers and assess their requirements to select the correct partner.

                            A chatbot development platform is a platform that allows businesses to build a chatbot without the need for developers. When companies subscribe to a chatbot development platform, they can access a DIY platform that enables them to create the user interface, a knowledge base, and dialogues and allow them to manage integrations with their third-party tech stack.

                            At the same time, Natural Language Understanding platforms are linguistic technology platforms that power a chatbot and enable it to answer user queries. They are stand-alone platforms and must be combined with the framework to get a viable product. 

                            Criteria to Select a Chatbot

                            Once businesses identify the different options available, they should consider the following criteria when selecting chatbot providers:

                            1. Ease of Use of the Developing tool:

                            Ease of use is essential when building the chatbot and when managing it or developing new capabilities. A tool that is not user-friendly and difficult to use will lead to difficulties in maintaining and improving the chatbot. The platform’s ease of use is an essential factor to consider while selecting a conversational AI chatbot provider. Businesses prefer a UI that is easy enough for anyone in the company to use.

                            2. Artificial Intelligence:

                            Chatbots are of two types: rule-based and AI-powered. Even though both conversational AI and regular chatbots aim to engage customers and respond to their queries, the manner of engagement differs significantly.

                            Rule-based chatbots work on a bound system and are defined by commands and keywords to interact with customers. If the user doesn’t use one of the specified keywords, the chatbot will not understand the question and therefore not respond accurately. Additionally, they are not self-learning, and hence businesses will need to add new keywords manually. However, they are a good option if the user experience is not the top priority and the chatbots are required to handle only a limited number of questions and connect the user to a live agent.

                            On the other hand, the AI-powered chatbot uses AI, ML, Predictive Analysis, and Neural Networks to understand users and respond in a natural language giving the conversation a human feel. Conversational chatbots are powered by AI that understands customer intent, uses past data to understand the context and provides a personalized answer.

                            The conversational chatbot can continue the conversation by interpreting the context and shifting from one channel to another, regardless of where the user starts a conversation. Selecting a conversational AI over rule-based chatbots has another advantage.

                            The AI chatbot can hand over the chat to an agent to answer the question based on the context. It ensures that the customer does not repeat their question and the agents get all the information they need. 

                            3. Security, Speed, & Robustness:

                            Businesses cannot compromise on security as the customers share a lot of information with the company while conversing on the chatbot. Security is vital for businesses across industries. Banking, e-commerce, real estate, ed-tech, travel, and insurance. Therefore, it is paramount for companies to use a platform that offers the best security to ensure the data collected is safe. It is necessary to ensure that information is encrypted and GDPR and other guidelines are maintained.

                            Speed is another crucial criterion as businesses require a platform that provides users get their answers instantaneously regardless of traffic.

                            4. Dashboards and Actionable Statistics:

                            A platform that offers dashboards and statistics will enable businesses to monitor the chatbot KPIs and improve efficiency. Conversational AI is among the most potent behavioral analysis tools when extrapolated correctly. Simple decision-tree heatmaps tied to complex keyword mapping allow brands to have detailed insights into consumer behavior. This helps businesses identify general trends or dig deep to observe the finer details. When selecting a conversational AI chatbot provider, companies must ask prospective providers to send dashboards templates that can be used to monitor the KPIs.

                            5. Natural Language Efficiency:

                            Natural language efficiency refers to how the system matches answers with questions. Sentiment analysis is also another factor that affects the ability of the conversational AI system to understand conversations, dialects, slang and context.

                              For instance:

                              A user says “My experience was not bad”. This is usually a positive or neutral sentiment. A smart NLP engine will understand the context and sentiment around this sentence and classify it as a neutral or positive experience. However, a subpar NLP engine or a decision tree bot would pick up the keyword “bad” and classify this as a negative experience and take the conversation in a different direction.

                              6. Number of Languages Supported:

                              This ensures that the chatbot can answer queries in a range of languages and can be implemented on multilingual websites. Maintaining a language is relatively expensive since a complete set of data has to be optimized for each language, such as the different questions in the conversation tree and the answers’ translation.

                              Therefore, businesses should identify the languages used by their clientele to calculate the percentage of use of each of these languages. In case of low volume, your brand can calculate the viability of the associated cost and whether to replace it with an alternative language or maintain the current support for the language.

                                7. Response Time, Scalability & Personalization:

                                Chatbot response time is paramount. It may be possible that initially, the chatbot may have to manage only a couple of hundreds or thousands of user requests per month. Still, businesses would want to be sure that the technology that powers the chatbot can handle a higher number of user queries if needed. The two types of volumetry to consider are:

                                  • The volume of conversations, i.e., the number of potential users and the number of requests made per month
                                  • The volume of managed intentions, i.e., the number of questions the chatbot will have to manage.

                                  Many chatbots are easy to use for a few scenarios but cannot scale up. Scalability is another important criterion for companies. While most chatbots can handle multiple queries simultaneously, only a few can handle them without crashing the server or showing a lag in response. While scalability is vital to ensure the customer experience is not affected, it’s also crucial to add personalization to the customer interaction, such as having previous chat history, speaking in the customer’s preferred language, or sharing recommendations based on their past behavior.

                                  There’s no easy way to determine whether a chatbot provider can handle the scale. Thus, while selecting a conversational AI chatbot provider, businesses should inform the provider of the message load per hour and how many conversations the chatbot can handle in a specific time frame. Finally, companies should ask about scale-up plans to understand if the vendor can keep up with business growth.

                                  8. Understanding Business Specificities & Requirements:

                                  Businesses would want their potential chatbot developer to have a clear understanding of the specific use of the chatbot. This will ensure that the developer knows the utility of the chatbot concerning user expectations and best practices in the industry.

                                    9. Reliability and Uptime:

                                    Businesses prefer a reliable provider who can deliver what has been promised on schedule.

                                      10. Documentation & Maintenance:

                                      Businesses should ensure that the chatbot developer has good documentation practices and a low response time for maintenance requests. Clear documentation will help businesses understand the different functionalities of the chatbot and how they work. Enterprises want the provider to be available to fix a bug without waiting for long periods after raising maintenance requests.

                                        11. Agent Assist:

                                        A rule-based chatbot only answers customer queries, but a conversational AI chatbot also assists the agents in answering questions improving their productivity. Agents are crucial for customer support. While a conversational chatbot can resolve frequently asked questions, agents resolve complex queries that require special attention. When a chatbot escalates a query to the agents, they need the context and relevant information to answer the customer’s queries.

                                          Conversational chatbots may help agents in a variety of ways:

                                          • Previous chat history records
                                          • Quick answers to frequently asked questions
                                          • Ability to take notes, add tags, and more before closing the conversation
                                          • Smart-plugins to show customer profiles with location, language preferences, and purchase history
                                          • Context of the current chat to continue the conversation

                                          With an agent assist feature, the customer experience is multiplied. It allows agents to resolve queries accurately and reduces the average ticket handling time. It saves their time and enables them to take up more tasks that increase company revenues. 

                                          12. Available Integrations:

                                          Businesses want a chatbot that can seamlessly integrate with existing tools and software ecosystems rather than having to adapt existing tools to the new chatbot. Therefore it is vital to check that the chatbot has existing integrations with the current apps being used by the business and can connect with third-party applications for:

                                            • Identification and authentication systems
                                            • Support related systems such as Livechat, messaging system, ITSM (IT Service Management)
                                            • Systems linked to the business contexts covered like ERP (Enterprise Resources Planning), DMS (Document Management System), CRM (Customer Relationship Management), CMS (Content Management System), HR (Human Resources) software, banking software, etc
                                            • RPA (Robotic Process Automation) systems execute manual actions on applications.

                                            Integrations and delightful consumer experiences go hand in hand. A brand has multiple customer touchpoints and uses many software providers to track, engage and service its customers. If a conversational AI platform doesn’t operate in sync with these services, it will cost the brand time, money, and resources. Therefore brands must ensure that the chatbot integrates with an expansive suite of tools. Additionally, the brand must enquire about future integrations, timelines, and how receptive the provider is to custom requests.

                                            13. Pricing:

                                            Pricing is among the most critical aspects of the decision-making process. Different vendors use different pricing strategies based on a variety of factors. Businesses must remember that chatbot pricing has two elements – a flat fare + surcharges for add-ons. There are three primary methodologies to calculate pricing for a conversational AI chatbot.

                                            Cost per message – ideal for easy-to-close interactions.

                                              • The cost per message is the easy one here. A message is a string of alphanumeric variables exchanged between the brand and the end-user. Brands are charged a certain amount for each message, and that figure is usually in cents or a similar nominal denomination.

                                                Cost per chat/conversation – ideal for interactions with lots of back-and-forths.
                                              • A conversation is a collection of messages. It doesn’t matter how many messages are in a conversation. The cost per conversation charges the business for the number of conversations they have in a specific timeframe. This type of pricing is usually tiered.
                                              • (a) Cost per customer/contact/user – ideal for a small, dedicated user base.
                                              • (b) Cost per customer is a bit tricky. Often used by enterprise-style chatbot providers, cost per customer means that the business pays for each unique customer.
                                              • Although vendors may use other synonyms, they’re probably using one of these umbrella terms. In addition to this, the service provider may charge the business on the number of agents using the Chabot.

                                              14. Testimonials & Reviews:

                                              Finally, it is advised that businesses check the reputation of the chatbot provider by researching their clientele, company reviews, product reviews, and whether the provider has a stable working relationship with its clients, and develops new products for the same client again. These elements will help businesses make informed decisions and avoid surprises after the deal is closed.

                                                15. Area of Expertise:

                                                This criterion is among the most critical and challenging to value. A change in the conversational assistance solutions market has been taking place over the last few years with the appearance of solutions dedicated to a specific business domain such as banking, insurance, human resources, and e-commerce.

                                                These solutions come pre-configured with a corpus of intentions, entities, dialogues, and responses, enabling a reduction in the creative effort, thus reducing costs and accelerating the deployment of the chatbot. In highly regulated and legislated areas, the advantage brought by these solutions is undeniable and will save time. This advantage is much weaker in more open and varying domains and should not be decisive for the final choice.

                                                Therefore, a generalist solution should be adapted to all configurations but will require additional configuration work.

                                                  16. Complexity of Dialogues:

                                                  Defining how the chatbot will respond when designing response scenarios is essential. The chatbot can provide a simple answer or a complex dialogue to ask sequences of questions and search for information in third-party applications. A static or dynamic FAQ solution would be sufficient for the first case. In the second case, the solution to be selected should allow for complex dialogues and integration with third-party applications.

                                                    17. User Interface:

                                                    The chatbot’s user interface is the channel through which the requester can interact with it. This interface can be :

                                                      • An avatar that simulates an agent’s face can express emotions related to the conversation. Communication is done through speech and visuals.
                                                      • A telephone line (call bot or phone bot). The communication is carried out through the voice channel and can be completed by sending elements through email or SMS.
                                                      • A social network. The user uses the capabilities of the social network to communicate with the chatbot.
                                                      • A dialogue window (or pop-up also called webchat). The exchanges take place via a small window included on the company’s website.

                                                      18. Omni-channel Experience:

                                                      The customer experience is different between omnichannel and multi-channel. While considering a conversational AI chatbot provider, it is essential to determine the customer experience provided by the chatbot.

                                                      In a multichannel experience, the chatbot is present on multiple channels to engage with the customers, such as the website, mobile app, social media pages, or instant messaging apps. However, these numerous touchpoints do not fetch the context from other channels.

                                                        In an omnichannel experience, the chatbot platform syncs data with other channels and understands the context from a previous interaction on a different medium. Thus, leading to the continuity of the conversation.

                                                        Both systems work differently and serve different purposes. Hence, businesses need to define the chatbot’s purpose before selecting a conversational AI chatbot provider.

                                                        Now that we have understood the various elements to evaluate when considering a chatbot provider, let’s look at the various tools, techniques and metrics to consider when you are testing your Conversational AI solution or Chatbot platform.

                                                        With the growing popularity of automation and AI chatbots, more and more businesses are interested in developing a chatbot of their own.

                                                        Searching for a reliable software vendor can be challenging. Thus, we have listed key aspects that you should consider when choosing a chatbot provider.

                                                        Implementing a conversational assistance solution is as much a business decision as a tech decision. This decision impacts key business metrics such as conversions, sales, customer experience, productivity and revenue through AI and smart automations.

                                                        The main objective of automating simple and repetitive requests is to scale the business without adding costs, freeing up agents’ time to respond to more complex tasks. This allows 24/7 availability allowing for extended support outside of call center hours, an almost instantaneous response without the need to wait for the availability of an agent, and create a delightful experience for existing and prospective customers.

                                                        Constructing a decision matrix is the best method to help select a software program. It consists of criteria weighted by relevancy and a list of solutions to be studied. Each criterion is scored for each solution. The sum of all scores of the weighted criteria provides an evaluation of the solution compared to the others.

                                                        What are the Different Types of Chatbot Companies?

                                                        Businesses need to understand the different types of chatbot softwares and providers and assess their requirements to select the correct partner.

                                                        A chatbot development platform is a platform that allows businesses to build a chatbot without the need for developers. When companies subscribe to a chatbot development platform, they can access a DIY platform that enables them to create the user interface, a knowledge base, and dialogues and allow them to manage integrations with their third-party tech stack.

                                                        At the same time, Natural Language Understanding platforms are linguistic technology platforms that power a chatbot and enable it to answer user queries. They are stand-alone platforms and must be combined with the framework to get a viable product. 

                                                        Criteria to Select a Chatbot

                                                        Once businesses identify the different options available, they should consider the following criteria when selecting chatbot providers:

                                                        1. Ease of Use of the Developing tool:

                                                        Ease of use is essential when building the chatbot and when managing it or developing new capabilities. A tool that is not user-friendly and difficult to use will lead to difficulties in maintaining and improving the chatbot. The platform’s ease of use is an essential factor to consider while selecting a conversational AI chatbot provider. Businesses prefer a UI that is easy enough for anyone in the company to use.

                                                        2. Artificial Intelligence:

                                                        Chatbots are of two types: rule-based and AI-powered. Even though both conversational AI and regular chatbots aim to engage customers and respond to their queries, the manner of engagement differs significantly.

                                                        Rule-based chatbots work on a bound system and are defined by commands and keywords to interact with customers. If the user doesn’t use one of the specified keywords, the chatbot will not understand the question and therefore not respond accurately. Additionally, they are not self-learning, and hence businesses will need to add new keywords manually. However, they are a good option if the user experience is not the top priority and the chatbots are required to handle only a limited number of questions and connect the user to a live agent.

                                                        On the other hand, the AI-powered chatbot uses AI, ML, Predictive Analysis, and Neural Networks to understand users and respond in a natural language giving the conversation a human feel. Conversational chatbots are powered by AI that understands customer intent, uses past data to understand the context and provides a personalized answer.

                                                        The conversational chatbot can continue the conversation by interpreting the context and shifting from one channel to another, regardless of where the user starts a conversation. Selecting a conversational AI over rule-based chatbots has another advantage.

                                                        The AI chatbot can hand over the chat to an agent to answer the question based on the context. It ensures that the customer does not repeat their question and the agents get all the information they need. 

                                                        3. Security, Speed, & Robustness:

                                                        Businesses cannot compromise on security as the customers share a lot of information with the company while conversing on the chatbot. Security is vital for businesses across industries. Banking, e-commerce, real estate, ed-tech, travel, and insurance. Therefore, it is paramount for companies to use a platform that offers the best security to ensure the data collected is safe. It is necessary to ensure that information is encrypted and GDPR and other guidelines are maintained.

                                                        Speed is another crucial criterion as businesses require a platform that provides users get their answers instantaneously regardless of traffic.

                                                        4. Dashboards and Actionable Statistics:

                                                        A platform that offers dashboards and statistics will enable businesses to monitor the chatbot KPIs and improve efficiency. Conversational AI is among the most potent behavioral analysis tools when extrapolated correctly. Simple decision-tree heatmaps tied to complex keyword mapping allow brands to have detailed insights into consumer behavior. This helps businesses identify general trends or dig deep to observe the finer details. When selecting a conversational AI chatbot provider, companies must ask prospective providers to send dashboards templates that can be used to monitor the KPIs.

                                                        5. Natural Language Efficiency:

                                                        Natural language efficiency refers to how the system matches answers with questions. Sentiment analysis is also another factor that affects the ability of the conversational AI system to understand conversations, dialects, slang and context.

                                                          For instance:

                                                          A user says “My experience was not bad”. This is usually a positive or neutral sentiment. A smart NLP engine will understand the context and sentiment around this sentence and classify it as a neutral or positive experience. However, a subpar NLP engine or a decision tree bot would pick up the keyword “bad” and classify this as a negative experience and take the conversation in a different direction.

                                                          6. Number of Languages Supported:

                                                          This ensures that the chatbot can answer queries in a range of languages and can be implemented on multilingual websites. Maintaining a language is relatively expensive since a complete set of data has to be optimized for each language, such as the different questions in the conversation tree and the answers’ translation.

                                                          Therefore, businesses should identify the languages used by their clientele to calculate the percentage of use of each of these languages. In case of low volume, your brand can calculate the viability of the associated cost and whether to replace it with an alternative language or maintain the current support for the language.

                                                            7. Response Time, Scalability & Personalization:

                                                            Chatbot response time is paramount. It may be possible that initially, the chatbot may have to manage only a couple of hundreds or thousands of user requests per month. Still, businesses would want to be sure that the technology that powers the chatbot can handle a higher number of user queries if needed. The two types of volumetry to consider are:

                                                              • The volume of conversations, i.e., the number of potential users and the number of requests made per month
                                                              • The volume of managed intentions, i.e., the number of questions the chatbot will have to manage.

                                                              Many chatbots are easy to use for a few scenarios but cannot scale up. Scalability is another important criterion for companies. While most chatbots can handle multiple queries simultaneously, only a few can handle them without crashing the server or showing a lag in response. While scalability is vital to ensure the customer experience is not affected, it’s also crucial to add personalization to the customer interaction, such as having previous chat history, speaking in the customer’s preferred language, or sharing recommendations based on their past behavior.

                                                              There’s no easy way to determine whether a chatbot provider can handle the scale. Thus, while selecting a conversational AI chatbot provider, businesses should inform the provider of the message load per hour and how many conversations the chatbot can handle in a specific time frame. Finally, companies should ask about scale-up plans to understand if the vendor can keep up with business growth.

                                                              8. Understanding Business Specificities & Requirements:

                                                              Businesses would want their potential chatbot developer to have a clear understanding of the specific use of the chatbot. This will ensure that the developer knows the utility of the chatbot concerning user expectations and best practices in the industry.

                                                                9. Reliability and Uptime:

                                                                Businesses prefer a reliable provider who can deliver what has been promised on schedule.

                                                                  10. Documentation & Maintenance:

                                                                  Businesses should ensure that the chatbot developer has good documentation practices and a low response time for maintenance requests. Clear documentation will help businesses understand the different functionalities of the chatbot and how they work. Enterprises want the provider to be available to fix a bug without waiting for long periods after raising maintenance requests.

                                                                    11. Agent Assist:

                                                                    A rule-based chatbot only answers customer queries, but a conversational AI chatbot also assists the agents in answering questions improving their productivity. Agents are crucial for customer support. While a conversational chatbot can resolve frequently asked questions, agents resolve complex queries that require special attention. When a chatbot escalates a query to the agents, they need the context and relevant information to answer the customer’s queries.

                                                                      Conversational chatbots may help agents in a variety of ways:

                                                                      • Previous chat history records
                                                                      • Quick answers to frequently asked questions
                                                                      • Ability to take notes, add tags, and more before closing the conversation
                                                                      • Smart-plugins to show customer profiles with location, language preferences, and purchase history
                                                                      • Context of the current chat to continue the conversation

                                                                      With an agent assist feature, the customer experience is multiplied. It allows agents to resolve queries accurately and reduces the average ticket handling time. It saves their time and enables them to take up more tasks that increase company revenues. 

                                                                      12. Available Integrations:

                                                                      Businesses want a chatbot that can seamlessly integrate with existing tools and software ecosystems rather than having to adapt existing tools to the new chatbot. Therefore it is vital to check that the chatbot has existing integrations with the current apps being used by the business and can connect with third-party applications for:

                                                                        • Identification and authentication systems
                                                                        • Support related systems such as Livechat, messaging system, ITSM (IT Service Management)
                                                                        • Systems linked to the business contexts covered like ERP (Enterprise Resources Planning), DMS (Document Management System), CRM (Customer Relationship Management), CMS (Content Management System), HR (Human Resources) software, banking software, etc
                                                                        • RPA (Robotic Process Automation) systems execute manual actions on applications.

                                                                        Integrations and delightful consumer experiences go hand in hand. A brand has multiple customer touchpoints and uses many software providers to track, engage and service its customers. If a conversational AI platform doesn’t operate in sync with these services, it will cost the brand time, money, and resources. Therefore brands must ensure that the chatbot integrates with an expansive suite of tools. Additionally, the brand must enquire about future integrations, timelines, and how receptive the provider is to custom requests.

                                                                        13. Pricing:

                                                                        Pricing is among the most critical aspects of the decision-making process. Different vendors use different pricing strategies based on a variety of factors. Businesses must remember that chatbot pricing has two elements – a flat fare + surcharges for add-ons. There are three primary methodologies to calculate pricing for a conversational AI chatbot.

                                                                        Cost per message – ideal for easy-to-close interactions.

                                                                          • The cost per message is the easy one here. A message is a string of alphanumeric variables exchanged between the brand and the end-user. Brands are charged a certain amount for each message, and that figure is usually in cents or a similar nominal denomination.

                                                                            Cost per chat/conversation – ideal for interactions with lots of back-and-forths.
                                                                          • A conversation is a collection of messages. It doesn’t matter how many messages are in a conversation. The cost per conversation charges the business for the number of conversations they have in a specific timeframe. This type of pricing is usually tiered.
                                                                          • (a) Cost per customer/contact/user – ideal for a small, dedicated user base.
                                                                          • (b) Cost per customer is a bit tricky. Often used by enterprise-style chatbot providers, cost per customer means that the business pays for each unique customer.
                                                                          • Although vendors may use other synonyms, they’re probably using one of these umbrella terms. In addition to this, the service provider may charge the business on the number of agents using the Chabot.

                                                                          14. Testimonials & Reviews:

                                                                          Finally, it is advised that businesses check the reputation of the chatbot provider by researching their clientele, company reviews, product reviews, and whether the provider has a stable working relationship with its clients, and develops new products for the same client again. These elements will help businesses make informed decisions and avoid surprises after the deal is closed.

                                                                            15. Area of Expertise:

                                                                            This criterion is among the most critical and challenging to value. A change in the conversational assistance solutions market has been taking place over the last few years with the appearance of solutions dedicated to a specific business domain such as banking, insurance, human resources, and e-commerce.

                                                                            These solutions come pre-configured with a corpus of intentions, entities, dialogues, and responses, enabling a reduction in the creative effort, thus reducing costs and accelerating the deployment of the chatbot. In highly regulated and legislated areas, the advantage brought by these solutions is undeniable and will save time. This advantage is much weaker in more open and varying domains and should not be decisive for the final choice.

                                                                            Therefore, a generalist solution should be adapted to all configurations but will require additional configuration work.

                                                                              16. Complexity of Dialogues:

                                                                              Defining how the chatbot will respond when designing response scenarios is essential. The chatbot can provide a simple answer or a complex dialogue to ask sequences of questions and search for information in third-party applications. A static or dynamic FAQ solution would be sufficient for the first case. In the second case, the solution to be selected should allow for complex dialogues and integration with third-party applications.

                                                                                17. User Interface:

                                                                                The chatbot’s user interface is the channel through which the requester can interact with it. This interface can be :

                                                                                  • An avatar that simulates an agent’s face can express emotions related to the conversation. Communication is done through speech and visuals.
                                                                                  • A telephone line (call bot or phone bot). The communication is carried out through the voice channel and can be completed by sending elements through email or SMS.
                                                                                  • A social network. The user uses the capabilities of the social network to communicate with the chatbot.
                                                                                  • A dialogue window (or pop-up also called webchat). The exchanges take place via a small window included on the company’s website.

                                                                                  18. Omni-channel Experience:

                                                                                  The customer experience is different between omnichannel and multi-channel. While considering a conversational AI chatbot provider, it is essential to determine the customer experience provided by the chatbot.

                                                                                  In a multichannel experience, the chatbot is present on multiple channels to engage with the customers, such as the website, mobile app, social media pages, or instant messaging apps. However, these numerous touchpoints do not fetch the context from other channels.

                                                                                    In an omnichannel experience, the chatbot platform syncs data with other channels and understands the context from a previous interaction on a different medium. Thus, leading to the continuity of the conversation.

                                                                                    Both systems work differently and serve different purposes. Hence, businesses need to define the chatbot’s purpose before selecting a conversational AI chatbot provider.

                                                                                    Now that we have understood the various elements to evaluate when considering a chatbot provider, let’s look at the various tools, techniques and metrics to consider when you are testing your Conversational AI solution or Chatbot platform.

                                                                                  1. How Chatbots Are Making Communication Easier for Your E-commerce Platform

                                                                                    How Chatbots Are Making Communication Easier for Your E-commerce Platform

                                                                                    “I think you should team up your purple top with beige paperback trousers, brown pumps, and a tote bag,” replies Ori while showing them pictures of the same. “Looks great, thanks,” says Nida.

                                                                                    “Do you want me to add the other three items to the cart along with the existing purple top?” asks Ori.

                                                                                    “As fast as you can,” confirms an excited Nida before adding, “Anything else?”

                                                                                    “Of course, these brilliant danglers and this jacket in size M will go perfectly with the look,” responds Ori.

                                                                                    “Whaaaaat! I was looking for this Hannah Montana jacket for ages. Love you for this, XOXO,” says Nida with a smile on her face.

                                                                                    No matter how familiar the rapport may sound to you, the above conversation is not happening between two BFFs. It is an excerpt from customer-chatbot interaction over Whatsapp. And yes, cross-selling is just a glimpse of the possibilities you have with cognitive bots.

                                                                                    Conversational commerce isn’t just a great notion; user research reveals that people are more willing than ever to shop with bots online. Here are a few reasons why you should use a messaging app to host a bot and increase sales for your online business.

                                                                                    Speed, Scale, Simplified: The Curious Case of App-bot Integration

                                                                                    We all have some experience with chatbots while ordering food or raising refunds on leading eCommerce platforms. But their new integration with popular messaging apps such as WhatsApp, WeChat, and Facebook Messenger is what is redefining the online shopping experience for shoppers.

                                                                                    Credit the cut-throat competition the eCommerce industry currently faces, the market players are rummaging through every possible element to enhance customer experience on their platforms. And you couldn’t agree more with the union of messaging apps and chatbots, as these top three messaging apps alone account for more than four billion active users per month. Hence it makes complete sense for eCommerce brands to use popular messaging apps to interact with new and old customers – since that is where customers spend their time.

                                                                                    But as every marketing book and marketing professional says, you cannot deliver a perfect experience until you understand the requirements of your audience. Right? This is exactly where cognitive virtual assistants or chatbots enter the picture.

                                                                                    Well-crafted and designed, intuitive chatbots can assimilate large amounts of information and data and give insights on shopping patterns. This coupled with deep machine learning capabilities enables them to understand and pre-empt what the consumer generally likes or might fancy. This makes cognitive bots the best bet in customer acquisition and retention by predicting precisely what the customer is seeking and proactively suggesting options based on the customer’s likes, interests, and profile.

                                                                                    So, don’t get surprised if your eCommerce chatbot suggests the right apparel size or displays your most preferred hue of blue for you. It lovingly maintains a database of all things you adore and may want in the future, based on your previous purchases and wish lists, just like your true fan. Cognitive bots ease customer communication in a myriad of ways. Here’s a sneak peek:

                                                                                    Customer Acquisition:

                                                                                    Instead of wandering through different web pages to know about a product or service, sellers can redirect customers to a WhatsApp chatbot to ease the process. This not only simplifies the access to information at a single point but also makes the entire experience personalized for the consumer as if discussing the product with a friend.

                                                                                    This also can considerably accelerate the information gathering phase for the customer, when compared to a user filling up a lead form and waiting for a sales rep or a customer service rep to get back to them.

                                                                                    We have seen this work well for complex products and services such as financial products, automobiles with multiple versions and varieties, consumer durables, etc. – helping the brand quickly move the consumer along the funnel from awareness to consideration to purchase.

                                                                                    Accelerate Sales:

                                                                                    Everyone loves discount coupons hands down. But we hate to recall going through the irritating email verifications and to and fro between email and the website. Chatbots are a one-stop solution for this.

                                                                                    Sellers can offer discount or promotional codes right within the eCommerce bot whenever a customer joins the conversation through a landing page or an advertisement.

                                                                                    Smart conversational marketing technologies enable a chatbot on the advertisement itself – where a consumer clicks on the ad, and a chatbot opens up right there, on that very ad. No page load waiting times or redirecting to another page is needed.

                                                                                    Improves Personalization For User Interaction:

                                                                                    In most cases, if it’s a returning user, the bot would have a personal profile of the user such as name, age, gender, country, etc. along with contextual information such as past purchases, previous queries and questions asked, and previous interactions when he joins the conversation. Based on this information, a chatbot can serve hyper-personalized suggestions in the conversation. For example, if the customer has been talking about his interests lately, the chatbot can recommend products based on that data which could be a vacation site or the tickets to an upcoming concert, etc.

                                                                                    A use case in personalization comes from the automobile industry for the launch of a new vehicle. An Indian 4-wheeler manufacturer developed a cognitive voice bot that was able to capture user attributes such as hobbies, favorite color, family or single, likes music or no and map this to car features and segments – creating a powerful and enriched CRM for the brand.

                                                                                    Multilingual Support:

                                                                                    Native language appeals the most if you want to strike the right chord during a conversation. With 185 countries in the world, it is practically impossible for any brand to hire an executive who is a pro in all the languages. Here NLP-driven chatbots can make a difference. They not only serve in different languages and dialects but also constantly learn from the user responses, understanding gestures, emotions, tones, and lexicon common to a particular region to offer similar human-like conversations. This adds a touch of familiarity while strengthening the brand’s image in the customer’s mind.

                                                                                    We saw this in action with one of the telecom giants. The company had initially implemented only English and Hindi languages on the bot. But, with continuous learning and insights, the bot realized that a large number of users preferred to speak in Hinglish. Since then, the cognitive assistants were also capable of conversing in Hinglish, switching between languages midway through the conversation.

                                                                                    Conduct Surveys for Better Understanding:

                                                                                    Quizzes and surveys are important tools to collect important data on customers. Sellers can leverage messaging bots to conduct several quizzes to zero in on what the user likes.

                                                                                    The best part is, that these surveys do not need to feel like surveys. Through Conversational bots, these surveys or quizzes feel like a conversation – making the user comfortable in responding to queries and helping the brand collect relevant and contextual information too.

                                                                                    This information can be used to create enhanced buyer personas and enrich the CRM, which can be utilized to offer better personalization and also re-target potential customers.

                                                                                    Automate Customer Support for Queries:

                                                                                    We often fumingly disconnect the call if not served within the first five minutes of checking the product. Our next step is often negative reviews and escalation, which affects brand image. Moreover, calls are often time- and energy-consuming as the user may have to repeat the query again and again to multiple agents. Chatbots come as a speedy and time-efficient resolution to this dilemma. It picks up the query form where the conversation was left anytime and anywhere.

                                                                                    Clears Abandoned Carts:

                                                                                    There have been numerous cases wherein users leave their carts with products stacked in and discard the same on the next visit. Over 75% of the customers do the same without even noticing what’s inside the cart. Though reminders via email may help resolve the issue but frankly, how many of us open such emails. On the other hand, 90% of such messages via chatbots are opened daily, paving far better chances for a purchase.

                                                                                    Easy Order Management:

                                                                                    Queries for exchange, returns, refunds, order status keeps the call centers flooded with work during work hours. The sheer volume of such queries makes it difficult to efficiently serve all the customers 24X7. Chatbots converge details of such otherwise scattered information on a single messaging application. And because most of such apps come with end-to-end encryption, receipts regarding transactions and confirmations can also be sent through chats.

                                                                                    As humans, we are always inclined towards services that are hassle-free and simplify the task for us in some way. Moreover, we tend to prefer those who understand us and make an effort to assess what we may need in the future before we even speak of it.

                                                                                    In short, someone, almost with the smartness of AI but not plain vanilla robotic. And this is exactly what buddies do, give suggestions, lend continuous support, and speak what you speak, be it English, Hindi, or Prada; a big reason why Conversational AI is taking the eCommerce market by storm.

                                                                                    Schedule a demo with our experts if you too want to stay ahead in the race of Gen-AI adoption and leverage it to improve your sales without spending a hefty amount.

                                                                                    “I think you should team up your purple top with beige paperback trousers, brown pumps, and a tote bag,” replies Ori while showing them pictures of the same. “Looks great, thanks,” says Nida.

                                                                                    “Do you want me to add the other three items to the cart along with the existing purple top?” asks Ori.

                                                                                    “As fast as you can,” confirms an excited Nida before adding, “Anything else?”

                                                                                    “Of course, these brilliant danglers and this jacket in size M will go perfectly with the look,” responds Ori.

                                                                                    “Whaaaaat! I was looking for this Hannah Montana jacket for ages. Love you for this, XOXO,” says Nida with a smile on her face.

                                                                                    No matter how familiar the rapport may sound to you, the above conversation is not happening between two BFFs. It is an excerpt from customer-chatbot interaction over Whatsapp. And yes, cross-selling is just a glimpse of the possibilities you have with cognitive bots.

                                                                                    Conversational commerce isn’t just a great notion; user research reveals that people are more willing than ever to shop with bots online. Here are a few reasons why you should use a messaging app to host a bot and increase sales for your online business.

                                                                                    Speed, Scale, Simplified: The Curious Case of App-bot Integration

                                                                                    We all have some experience with chatbots while ordering food or raising refunds on leading eCommerce platforms. But their new integration with popular messaging apps such as WhatsApp, WeChat, and Facebook Messenger is what is redefining the online shopping experience for shoppers.

                                                                                    Credit the cut-throat competition the eCommerce industry currently faces, the market players are rummaging through every possible element to enhance customer experience on their platforms. And you couldn’t agree more with the union of messaging apps and chatbots, as these top three messaging apps alone account for more than four billion active users per month. Hence it makes complete sense for eCommerce brands to use popular messaging apps to interact with new and old customers – since that is where customers spend their time.

                                                                                    But as every marketing book and marketing professional says, you cannot deliver a perfect experience until you understand the requirements of your audience. Right? This is exactly where cognitive virtual assistants or chatbots enter the picture.

                                                                                    Well-crafted and designed, intuitive chatbots can assimilate large amounts of information and data and give insights on shopping patterns. This coupled with deep machine learning capabilities enables them to understand and pre-empt what the consumer generally likes or might fancy. This makes cognitive bots the best bet in customer acquisition and retention by predicting precisely what the customer is seeking and proactively suggesting options based on the customer’s likes, interests, and profile.

                                                                                    So, don’t get surprised if your eCommerce chatbot suggests the right apparel size or displays your most preferred hue of blue for you. It lovingly maintains a database of all things you adore and may want in the future, based on your previous purchases and wish lists, just like your true fan. Cognitive bots ease customer communication in a myriad of ways. Here’s a sneak peek:

                                                                                    Customer Acquisition:

                                                                                    Instead of wandering through different web pages to know about a product or service, sellers can redirect customers to a WhatsApp chatbot to ease the process. This not only simplifies the access to information at a single point but also makes the entire experience personalized for the consumer as if discussing the product with a friend.

                                                                                    This also can considerably accelerate the information gathering phase for the customer, when compared to a user filling up a lead form and waiting for a sales rep or a customer service rep to get back to them.

                                                                                    We have seen this work well for complex products and services such as financial products, automobiles with multiple versions and varieties, consumer durables, etc. – helping the brand quickly move the consumer along the funnel from awareness to consideration to purchase.

                                                                                    Accelerate Sales:

                                                                                    Everyone loves discount coupons hands down. But we hate to recall going through the irritating email verifications and to and fro between email and the website. Chatbots are a one-stop solution for this.

                                                                                    Sellers can offer discount or promotional codes right within the eCommerce bot whenever a customer joins the conversation through a landing page or an advertisement.

                                                                                    Smart conversational marketing technologies enable a chatbot on the advertisement itself – where a consumer clicks on the ad, and a chatbot opens up right there, on that very ad. No page load waiting times or redirecting to another page is needed.

                                                                                    Improves Personalization For User Interaction:

                                                                                    In most cases, if it’s a returning user, the bot would have a personal profile of the user such as name, age, gender, country, etc. along with contextual information such as past purchases, previous queries and questions asked, and previous interactions when he joins the conversation. Based on this information, a chatbot can serve hyper-personalized suggestions in the conversation. For example, if the customer has been talking about his interests lately, the chatbot can recommend products based on that data which could be a vacation site or the tickets to an upcoming concert, etc.

                                                                                    A use case in personalization comes from the automobile industry for the launch of a new vehicle. An Indian 4-wheeler manufacturer developed a cognitive voice bot that was able to capture user attributes such as hobbies, favorite color, family or single, likes music or no and map this to car features and segments – creating a powerful and enriched CRM for the brand.

                                                                                    Multilingual Support:

                                                                                    Native language appeals the most if you want to strike the right chord during a conversation. With 185 countries in the world, it is practically impossible for any brand to hire an executive who is a pro in all the languages. Here NLP-driven chatbots can make a difference. They not only serve in different languages and dialects but also constantly learn from the user responses, understanding gestures, emotions, tones, and lexicon common to a particular region to offer similar human-like conversations. This adds a touch of familiarity while strengthening the brand’s image in the customer’s mind.

                                                                                    We saw this in action with one of the telecom giants. The company had initially implemented only English and Hindi languages on the bot. But, with continuous learning and insights, the bot realized that a large number of users preferred to speak in Hinglish. Since then, the cognitive assistants were also capable of conversing in Hinglish, switching between languages midway through the conversation.

                                                                                    Conduct Surveys for Better Understanding:

                                                                                    Quizzes and surveys are important tools to collect important data on customers. Sellers can leverage messaging bots to conduct several quizzes to zero in on what the user likes.

                                                                                    The best part is, that these surveys do not need to feel like surveys. Through Conversational bots, these surveys or quizzes feel like a conversation – making the user comfortable in responding to queries and helping the brand collect relevant and contextual information too.

                                                                                    This information can be used to create enhanced buyer personas and enrich the CRM, which can be utilized to offer better personalization and also re-target potential customers.

                                                                                    Automate Customer Support for Queries:

                                                                                    We often fumingly disconnect the call if not served within the first five minutes of checking the product. Our next step is often negative reviews and escalation, which affects brand image. Moreover, calls are often time- and energy-consuming as the user may have to repeat the query again and again to multiple agents. Chatbots come as a speedy and time-efficient resolution to this dilemma. It picks up the query form where the conversation was left anytime and anywhere.

                                                                                    Clears Abandoned Carts:

                                                                                    There have been numerous cases wherein users leave their carts with products stacked in and discard the same on the next visit. Over 75% of the customers do the same without even noticing what’s inside the cart. Though reminders via email may help resolve the issue but frankly, how many of us open such emails. On the other hand, 90% of such messages via chatbots are opened daily, paving far better chances for a purchase.

                                                                                    Easy Order Management:

                                                                                    Queries for exchange, returns, refunds, order status keeps the call centers flooded with work during work hours. The sheer volume of such queries makes it difficult to efficiently serve all the customers 24X7. Chatbots converge details of such otherwise scattered information on a single messaging application. And because most of such apps come with end-to-end encryption, receipts regarding transactions and confirmations can also be sent through chats.

                                                                                    As humans, we are always inclined towards services that are hassle-free and simplify the task for us in some way. Moreover, we tend to prefer those who understand us and make an effort to assess what we may need in the future before we even speak of it.

                                                                                    In short, someone, almost with the smartness of AI but not plain vanilla robotic. And this is exactly what buddies do, give suggestions, lend continuous support, and speak what you speak, be it English, Hindi, or Prada; a big reason why Conversational AI is taking the eCommerce market by storm.

                                                                                    Schedule a demo with our experts if you too want to stay ahead in the race of Gen-AI adoption and leverage it to improve your sales without spending a hefty amount.

                                                                                  2. 5 Reasons Why Chatbots Are Better Than Traditional IVR Systems

                                                                                    5 Reasons Why Chatbots Are Better Than Traditional IVR Systems

                                                                                    An IVR system is extremely frustrating, lacks empathy, and is devoid of engagement. Hence, chatbots were introduced to redefine customer support in the last decade.

                                                                                    Since then, it has been some time now that these chatbots have started to replace the ages-old, traditional IVR systems but if you don’t see your chatbot function differently from an IVR, perhaps, a second thought should be given.

                                                                                    The key difference between a great chatbot and an old, boring IVR system is personalization, a truly competitive differentiator, defining user experience entirely in the world of customer support and management.

                                                                                    It brings the best of both human empathy and AI capability and thus, a perfect balance for customers. This not only makes users more comfortable while having a conversation but also ensures efficient and accurate solutions to thousands of queries at the same time.

                                                                                    Now that we have established what chatbots are and what they do, let’s dive into the features they use to understand & effectively solve user queries.

                                                                                    Here are features that Convert AI’s virtual sales agents use to seal the deal:

                                                                                    1. Understanding the Depth of the Conversation:

                                                                                    Powered by AI, Deep Learning, and Natural Language Processing, Oriserve’s chatbots are highly capable of understanding human conversations more than ever.

                                                                                    With the capability of intelligently understanding social media lingos, spelling errors, and sentence classification in multiple languages, chatbots have clearly started to blur the line between a human and a robot in having conversations.

                                                                                    Even if a user breaks a query into multiple sentences or adds multiple requests into one sentence, our chatbots can distinguish between these two and act accordingly.

                                                                                    Take the example of our Vodafone–Idea chatbot. If users ask to change their plans and recharge at the same time, our chatbot will intelligently show a catalog of available plans, and when a user selects one, it will redirect the users to a payment portal.

                                                                                    Plus, when the transaction is completed, our chatbot will also send the current payment status in the same chat.

                                                                                    2. Knows Precisely What Your Customers Want (‘Why’ and ‘How’, not just ‘What’):

                                                                                    Ori’s real-time engine computes customers’ behavior and delivers in-depth insights and patterns of customers’ likes, dislikes, most talked-about products, or wants, etc.

                                                                                    So, when a customer types a product keyword, based on these insights and patterns, along with the combination of metrics such as Seasonal Trends, Blending Products, Internal Research, and Multivariate Testings, the most suited products are recommended or the most appropriate resolution is provided, leading to better efficiencies, improving CSAT/NPS.

                                                                                    Hence, improving the core metric of CLTV.

                                                                                    3. Let Chatbots Analyze Sentiments to Act:

                                                                                    Sentiment analysis is crucial in creating the personality of a chatbot. It understands not only what the user is trying to say but also answers with a personal touch.

                                                                                    Ori’s AI-powered Sentiment Analyser Engine scans human behavior through texts, understands the situation the user might be in, accurately predicts the user’s emotions, and engages with personalized solutions.

                                                                                    Let’s take the below scenario as an example:

                                                                                    Customers often forget they have subscribed to Value Added Services such as Caller Tunes, and start charging at the chatbot furiously as soon as they notice a surge in their bill.

                                                                                    In this case, our chatbot will instantly understand the scenario and present the accurate reason for the surge.

                                                                                    In case our chatbot fails to answer appropriately, it can also hand the chat over to a live agent to tackle the situation.

                                                                                    4. Let a Live Agent Save the Day:

                                                                                    No chatbot is perfect, even the most powerful chatbots fail to understand complicated human conversations.

                                                                                    Hence, it is important to have someone behind the scenes to take control as and when a chatbot fails multiple times to solve anything.

                                                                                    Our chatbots are highly capable of understanding human emotions and conversations, but sometimes, they may fail to answer a few queries accurately. Hence, it has a failsafe to ensure users are not irritated when it fails more than once.

                                                                                    In case it fails to come up with correct answers to a question, it detects the same from users’ replies and sends an alert to a live agent to monitor the chat, and eventually take control over the chat as and when required, ensuring the satisfaction of the users while also keeping you in safe hands.

                                                                                    5. Offering Support in Multiple Languages:

                                                                                    Our chatbots, equipped with highly advanced AI integration, Deep Learning, and a set of robust algorithms, are capable of understanding what the users are saying in most of the languages globally such as, but not limited to, English, Hindi, Urdu, Tamil, Telugu, Malayalam, Bengali, Arabic, Cantonese, Spanish, Italian, French, German, Portuguese, Russian, Japanese, Korean, and solve the query efficiently in the same language.

                                                                                      Be it a query on order status or a question related to a product in a different language, our chatbots can present highly accurate results within microseconds.

                                                                                      Cutting the Long Story Short:

                                                                                      IVR is like a relic from the past. It is good but certainly not the best thing for the current environment.

                                                                                      On the other hand, chatbots are getting more and more advanced with each passing day. Who knows when a day might come when we will be talking to a bot so perfect that we fail to realize it is a bot and not a human.

                                                                                      An IVR system is extremely frustrating, lacks empathy, and is devoid of engagement. Hence, chatbots were introduced to redefine customer support in the last decade.

                                                                                      Since then, it has been some time now that these chatbots have started to replace the ages-old, traditional IVR systems but if you don’t see your chatbot function differently from an IVR, perhaps, a second thought should be given.

                                                                                      The key difference between a great chatbot and an old, boring IVR system is personalization, a truly competitive differentiator, defining user experience entirely in the world of customer support and management.

                                                                                      It brings the best of both human empathy and AI capability and thus, a perfect balance for customers. This not only makes users more comfortable while having a conversation but also ensures efficient and accurate solutions to thousands of queries at the same time.

                                                                                      Now that we have established what chatbots are and what they do, let’s dive into the features they use to understand & effectively solve user queries.

                                                                                      Here are features that Convert AI’s virtual sales agents use to seal the deal:

                                                                                      1. Understanding the Depth of the Conversation:

                                                                                      Powered by AI, Deep Learning, and Natural Language Processing, Oriserve’s chatbots are highly capable of understanding human conversations more than ever.

                                                                                      With the capability of intelligently understanding social media lingos, spelling errors, and sentence classification in multiple languages, chatbots have clearly started to blur the line between a human and a robot in having conversations.

                                                                                      Even if a user breaks a query into multiple sentences or adds multiple requests into one sentence, our chatbots can distinguish between these two and act accordingly.

                                                                                      Take the example of our Vodafone–Idea chatbot. If users ask to change their plans and recharge at the same time, our chatbot will intelligently show a catalog of available plans, and when a user selects one, it will redirect the users to a payment portal.

                                                                                      Plus, when the transaction is completed, our chatbot will also send the current payment status in the same chat.

                                                                                      2. Knows Precisely What Your Customers Want (‘Why’ and ‘How’, not just ‘What’):

                                                                                      Ori’s real-time engine computes customers’ behavior and delivers in-depth insights and patterns of customers’ likes, dislikes, most talked-about products, or wants, etc.

                                                                                      So, when a customer types a product keyword, based on these insights and patterns, along with the combination of metrics such as Seasonal Trends, Blending Products, Internal Research, and Multivariate Testings, the most suited products are recommended or the most appropriate resolution is provided, leading to better efficiencies, improving CSAT/NPS.

                                                                                      Hence, improving the core metric of CLTV.

                                                                                      3. Let Chatbots Analyze Sentiments to Act:

                                                                                      Sentiment analysis is crucial in creating the personality of a chatbot. It understands not only what the user is trying to say but also answers with a personal touch.

                                                                                      Ori’s AI-powered Sentiment Analyser Engine scans human behavior through texts, understands the situation the user might be in, accurately predicts the user’s emotions, and engages with personalized solutions.

                                                                                      Let’s take the below scenario as an example:

                                                                                      Customers often forget they have subscribed to Value Added Services such as Caller Tunes, and start charging at the chatbot furiously as soon as they notice a surge in their bill.

                                                                                      In this case, our chatbot will instantly understand the scenario and present the accurate reason for the surge.

                                                                                      In case our chatbot fails to answer appropriately, it can also hand the chat over to a live agent to tackle the situation.

                                                                                      4. Let a Live Agent Save the Day:

                                                                                      No chatbot is perfect, even the most powerful chatbots fail to understand complicated human conversations.

                                                                                      Hence, it is important to have someone behind the scenes to take control as and when a chatbot fails multiple times to solve anything.

                                                                                      Our chatbots are highly capable of understanding human emotions and conversations, but sometimes, they may fail to answer a few queries accurately. Hence, it has a failsafe to ensure users are not irritated when it fails more than once.

                                                                                      In case it fails to come up with correct answers to a question, it detects the same from users’ replies and sends an alert to a live agent to monitor the chat, and eventually take control over the chat as and when required, ensuring the satisfaction of the users while also keeping you in safe hands.

                                                                                      5. Offering Support in Multiple Languages:

                                                                                      Our chatbots, equipped with highly advanced AI integration, Deep Learning, and a set of robust algorithms, are capable of understanding what the users are saying in most of the languages globally such as, but not limited to, English, Hindi, Urdu, Tamil, Telugu, Malayalam, Bengali, Arabic, Cantonese, Spanish, Italian, French, German, Portuguese, Russian, Japanese, Korean, and solve the query efficiently in the same language.

                                                                                        Be it a query on order status or a question related to a product in a different language, our chatbots can present highly accurate results within microseconds.

                                                                                        Cutting the Long Story Short:

                                                                                        IVR is like a relic from the past. It is good but certainly not the best thing for the current environment.

                                                                                        On the other hand, chatbots are getting more and more advanced with each passing day. Who knows when a day might come when we will be talking to a bot so perfect that we fail to realize it is a bot and not a human.