According to a study conducted by Mind Browser, 96% of businesses believe that chatbots are here to stay. This is in line with Gartner’s vision, which states that by 2019 40% of companies will use chatbots to simplify their business processes through natural language processing and interactions.
The main objective pursued by companies when implementing a chatbot is to allow their clients to interact in a natural and fluid way as if they were interacting with another person. The vast majority of chatbots are integrated into channels such as a web, a mobile app or Facebook messenger.
The first generation of chatbots was based on interactions that provide generic answers to frequently asked questions. Beyond the technological novelty, they have not yet managed to significantly improve the user experience nor reduce operating costs in traditional channels (call center, commercial office, etc.).
First Generation Chatbot
It is clear the immense potential of artificial intelligence and machine learning in general and cognitive engines in particular. Consequently, it is essential to understand how to get the most out of chatbots as a channel of attention.
Welcome the chatbot of the Next Generation
In the era of hyper-personalization, we understand that the evolution of chatbots is given by interactions tailored to each user, which in addition to understanding the context and answering general questions, incorporates answers to particular questions with the user’s own information. Some examples of this type of consultation could be:
Next Generation Chatbot
For the Chatbots of the new generation, their intelligence no longer only lies in interpreting what the user asks, but also he must “converse” with back-office systems to obtain personalized data or initiate a certain procedure.
With this approach, we developed Utility GO! Agent, the module of our platform responsible for facilitating interaction between Utilities and their consumers. This module has pre-configured dialogues with questions that customers usually ask the Utilities. It also has a set of services that are integrated with the most common customer service platforms of Utilities, facilitating the implementation of next-generation chatbots. These points are key because they increase the effectiveness of the channel, as well as reduce setup times and initial training.