Chatbot: o que é e por que a sua empresa precisa dele?
Os chatbots estão por toda parte. Eles são integrados às mídias sociais, sites de varejo on-line e até mesmo aos departamentos de recursos humanos. Embora o termo chatbot seja bem conhecido e a presença deles na web tenha crescido em um ritmo constante, as perguntas simples permanecem: o que é um chatbot e como essa tecnologia funciona? Entenda a seguir:
O que exatamente é um chatbot?
Para poder responder “o que é um chatbot?”, devemos dar uma olhada na história de seu desenvolvimento. O primeiro chatbot a ser desenvolvido foi o programa ELIZA, ou seja, ele foi criado no início dos anos 1960.
ELIZA era um programa de processamento de linguagem natural (PNL) e seu objetivo era mostrar que conversas fluidas entre humanos e bots — nas quais o humano não sabia que estava conversando com um robô — eram realmente possíveis.
Dessa maneira, o programa usou pedaços das frases inseridas pelo usuário para responder às perguntas. Esse sistema utilizava correspondência de padrões e permitiu que ELIZA aprendesse rapidamente as regras da conversa e se adaptasse de acordo.
Por exemplo, se um usuário enviasse a frase: “Meu namorado diz que estou deprimida na maior parte do tempo”, ELIZA responderia: “Lamento saber que você está deprimido”.
Desse modo, embora as respostas não fossem excessivamente detalhadas, elas estavam de acordo com o fluxo geral e a direção da interação.
Crescimento do uso do chatbot
De lá para cá, obviamente, a tecnologia do chatbot cresceu a uma taxa exponencial. Hoje, um chatbot pode ser definido como um programa de computador baseado em Inteligência Artificial (IA) que simula conversas humanas. Os bots interpretam e processam as solicitações do usuário e fornecem respostas relevantes e imediatas.
Em suma, um chatbot representa a evolução natural de um sistema de resposta a perguntas que aproveita o processamento de linguagem natural (PNL), como o utilizado para a construção do programa ELIZA.
Por que o chatbot é importante para o seu negócio?
Veja abaixo os benefícios de utilizar um chatbot:
- Reduza o tempo de espera do cliente: de acordo com o Chatbot Report, 21% dos consumidores veem os chatbots como a maneira mais fácil de entrar em contato com uma empresa. Isto é, os chatbots são uma forma mais inteligente de garantir que os clientes recebam a resposta imediata que procuram, sem os fazer esperar na fila;
- Disponibilidade 24×7: os clientes mudam para um concorrente se acharem que você não se importa com eles. Os bots estão sempre disponíveis para envolver os clientes com respostas imediatas às perguntas comuns feitas por eles;
- Mais envolvimento do cliente: os bots de conversação podem envolver os clientes o tempo todo, começando a conversa de forma proativa e oferecendo recomendações personalizadas que melhoram a experiência do cliente;
- Escalabilidade fácil com bots: os bots podem ser facilmente escaláveis durante o horário comercial de pico ou gerenciar ‘n’ número de conversas com clientes sem custos adicionais de atendimento ao cliente;
- Economize custos de atendimento ao cliente: a Juniper Research estima que os chatbots ajudarão as empresas a economizar mais de US $ 8 bilhões por ano até 2022. Isso inclui economia com custos de atendimento ao cliente e com a contratação de mais agentes de suporte que exigem custos adicionais, como salários, treinamento e custos de infraestrutura;
- Automatize a qualificação e as vendas de leads: você pode automatizar seu funil de vendas com chatbots para pré-qualificar os leads e direcioná-los para a equipe certa para incentivo adicional. Ser capaz de envolver os clientes instantaneamente aumenta o número de leads e as taxas de conversão;
- Reduza a taxa de rotatividade do cliente: engajar seus visitantes é sem dúvida a maneira mais segura de reduzir as taxas de rejeição e, consequentemente, aumentar as conversões. Com os chatbots, você pode impulsionar sua estratégia de engajamento ainda mais.
Como os chatbots são utilizados?
Muitas vezes, os chatbots existem como entidades programadas em software para executar tarefas básicas automatizadas, como responder a clientes em um site de varejo ou interagir com usuários em serviços de mensagens de mídia social.
Interação humanos e chatbots
Os usuários, geralmente, interagem com eles por meio de interfaces de voz ou texto, e a principal função do chatbot é geralmente fornecer soluções para problemas com um site ou produto.
Vantagem sobre os agentes humanos
Assim, no campo do serviço ao cliente, eles oferecem certas vantagens sobre os agentes humanos, especialmente considerando o fato de que estão disponíveis 24 horas por dia, 7 dias por semana, usam funções de pesquisa baseadas em palavras-chave altamente precisas para a resolução de problemas e são capazes de realizar cálculos complexos em uma questão de segundos.
Simplificação do processo de compras e pagamento on-line
Os chatbots também ajudam a simplificar os processos de compras e pagamentos on-line. Eles fornecem informações e resolvem os problemas que os usuários enfrentam durante o processo de decisão de compra. Eles também podem realizar pesquisas, fornecer produtos semelhantes ou até mesmo permitir pagamentos a partir do próprio chat de conversa.
Alguns são capazes de enviar informações e notícias da empresa de forma automatizada para clientes e potenciais compradores do nosso negócio online.
Qual aplicativo de chatbot é certo para você?
Existem diferentes tipos de chatbots, cada um com seus desafios a serem superados. Para atingir os resultados desejados, é necessário identificar seus requisitos de negócios e criar o bot em seu caso de uso específico. Contar com uma empresa especializada, nesse momento, portanto, pode ser um grande diferencial para garantir o melhor investimento.
Nos próximos posts, daremos uma visão geral dos principais aplicativos do chatbot para que você possa avaliá-los com base em suas necessidades específicas e objetivos desejados.
Gostou do conteúdo de hoje sobre o que é e qual a importância do chatbot para a sua empresa? Conte para a gente nos comentários abaixo! E continue acompanhando o nosso blog!
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