How to Effectively Utilise Website Chatbots
Aimee Carnwath
12 August 2024The benefits of incorporating a chatbot into your website are numerous. Not only can they assist in improving customer engagement, but they also offer businesses a range of functionalities to suit different needs. From basic support to advanced AI-driven interactions, there is a chatbot solution tailored for every business.
Manned Chatbots
Manned chatbots are a popular option for businesses that require a human touch in their online interactions. These chatbots function as a gateway, allowing users to connect with a real person for more personalised assistance. There are two primary approaches to managing a manned chatbot.Firstly, you can assign the task to yourself or a member of your staff. This approach is particularly useful for smaller businesses where the volume of enquiries may be manageable, or where specialised knowledge is required to address user queries effectively.
Alternatively, there are companies that provide managed chatbot services. These third-party providers can take over the responsibility of responding to messages using a knowledge base that you provide. This option is especially advantageous if you wish to extend your online presence beyond standard business hours, as these services often offer the flexibility to stay active later in the evening, ensuring that users can always find the support they need.
Menu-Based Chatbots
Menu-based chatbots offer a different approach by guiding users through a series of pre-determined multiple-choice options. This type of chatbot is particularly useful for businesses that frequently encounter similar types of queries, as it allows users to navigate through a structured path to find the information they need.One of the main advantages of menu-based chatbots is that they do not require constant human supervision. Once set up, they can operate autonomously 24/7, making them a cost-effective solution for businesses that want to provide round-the-clock support. However, it is important to note that this method may sometimes take longer to address a user's needs. As users have to go through various options to narrow down their query, the process can be more time-consuming compared to direct human interaction. Nonetheless, with thoughtful design and careful consideration of common user journeys, menu-based chatbots can effectively serve a wide range of customer needs.
AI Chatbots
AI chatbots represent the cutting edge of chatbot technology and have seen a significant increase in usage over recent years. These advanced chatbots are powered by artificial intelligence and are trained on models specific to your business. This enables them to engage with users in a conversational manner, understanding and responding to their messages with a high degree of accuracy.One of the key benefits of AI chatbots is their ability to improve over time. Through machine learning, these chatbots become more adept at recognising patterns in user behaviour and preferences, allowing them to provide increasingly accurate and relevant responses. Additionally, AI chatbots often offer multiple options for users to further refine their queries, ensuring that they can access the information they need quickly and efficiently.
As AI technology continues to evolve, these chatbots are becoming an indispensable tool for businesses looking to enhance their customer service capabilities. They offer a scalable solution that can handle large volumes of enquiries without sacrificing the quality of interaction.
