Choosing a Chatbot Framework to Expand One’s Customer Base

For small business owners and entrepreneurs, building and sustaining one’s customer base is crucial to the success of the business. The work needed to establish or to broaden one’s customer base involves connecting with people virtually or through face-to-face interaction. In the age of technology, the process has been automated so business owners can concentrate on other aspects of their daily operations.

Exploring the Chatbot

A chatbot is known by many names. It has been called a talkbot, a chatterbot, among other variations. But what it does is use artificial intelligence to generate responses to actual conversations. These are done through messaging platforms, either through text or verbal means. The chatbot simulates the act of conversing with another person.

Chatbots can be seen across social media messaging apps and platforms. Virtual assistants, such as the Alexa, also tap into the technology when owners use text to command or generate a question. As of this year, many companies have adopted chatbot technology. These include retailers, hotels and restaurants, hospitals and clinics, and even public-sector agencies. The chatbot conversations are designed with the user in mind.

To be more effective and humanlike, chatbot designers determine the personality of the bot. They should also consider the potential questions that will be asked by a human to the bot. These questions often pass through the natural language processing engine. Designers often monitor the conversation during testing to capture potential issues. Since the platform constantly learns new concepts from conversations, the bot can build up a conversational arsenal.

Choosing a Framework

There are several things to consider when choosing a bot framework. First, the developer should ask whether the conversations are believable or not. This is where the Turing test comes in. The Turing Test, named after the famed mathematician and cryptanalyst, gauges an AI’s capacity to display intelligence in various situations. The process involves an actual human evaluator looking at and assessing the quality of the text conversation between a bot and another human. When the evaluator cannot differentiate the machine from the human, them the test is deemed a success.

Purpose is another factor to consider when choosing a framework. It is not just a standalone sales or marketing too that does the work for the company. The chatbot should be designed to echo the business’s purpose and goals. So, when a customer asks something about the company or a specific product, the bot can adequately respond. Some chatbots are also used to facilitate internal procedures, from administrative to human resources.

Every business owner knows the importance of maintaining customer relations. Whether offering a service or a product, maintaining a presence online at all times projects a reliable and responsible business. With a chatbot, customer service and marketing become automated and business owners can stay focused on increasing profits and running other aspects of the operations. Automating this process also allows the business owner to scale up their marketing and promotion activities without spending a lot.