How can businesses take advantage of AI chatbot?

AI chatbot is a powerful tool to improve customer service, increase sales and help businesses stand out from competitors. Any business can build and own a smart AI chatbot with the chatbot creation platform FPT.AI Conversation.

If your business does not have a chatbot, FPT.AI Conversation will help you from the first steps of building one.

If your business already has a chatbot, let re-evaluate its performance. Is your chatbot smart? Does chatbot meet the needs of your business? Read the following article to gain a deeper understanding of AI chatbot and the reason why many leading large enterprises in Vietnam trust and choose FPT.AI chatbot.

What is AI chatbot?

Artificial Intelligence is a technology that allows computer programs to become smarter over time with Machine Learning. This technology helps chatbots understand users’ requests, determine the intent of them and give corresponding accurate responses.

Here is an example of FPT Shop’s Pika chatbot. Suppose a customer told the chatbot, "I want to order an airpod." Another customer asked chatbot: "I want to buy an airpod, do you deliver it?" Both inputs include the keyword "buy airpod", but the intentions are completely different. Customer 1 wants to order headphones while the second person wants to ask about the delivery service.

Chatbot FPT.AI

In this case, AI helps chatbots understand the difference between the two cases and give accurate feedback to users.

AI has become a common term. AI experts say one of the important things is to manage customer/user expectations. When starting to build an AI chatbot, many businesses imagine that it will be smart right after 1 night, be able to know everything and respond to all customers' requests. This is an extremely wrong perspective. Whether AI Chatbots work smartly or not depends on the person who set up and trains it. Bot administrators must regularly monitor and train chatbots to understand new data that users provide, so that next time they receive similar requests, they can understand users’ intent. This is also how chatbots get smarter over time.

Why should businesses choose chatbots built on AI?

Bot creators can design chatbots with a neat script flow, including buttons and quick response options. Users only need to choose among canned responses. If conversations between people and chatbots are that simple, why do many businesses choose chatbots built on AI?

The answer is that users want to communicate by typing in their way. They want to present their problems and express them with a variety of needs and intentions, not with the limit of a few options that bots offer.

What are the benefits of AI Chatbot for businesses?

AI Chatbot can accurately respond to users' requests, being an effective "assistant" for businesses in customer care. So, how have Chatbot AI brought tangible benefits to businesses?

Chatbots work on consulting and selling

Back to the example of buying airpods above, FPT Shop Pika chatbot built on FPT.AI Artificial Intelligence platform handled the situation very well. Pika can identify the phrase "buy airpod" to take the first customer to the order step. For the second customer, Pika understood that the request was about delivery and replied that “FPT Shop is ready to serve customers nationwide in all provinces and cities with super fast delivery time. Along with that, Pika sends customers FPTShop's delivery policy in detail for reference.

It can be seen that the FPT Shop Pika chatbot has been very well trained to be able to understand the true intentions behind customers’ words and give accurate feedback, bringing customer satisfaction and helping customers quickly go to the buying step. Pika Chatbot has supported customers to order many products through Facebook Messenger in the last 6 months of 2019 with revenue of more than 1 billion, and this number is expected to grow strongly in 2020.

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Reduce costs, save time

Chatbots built on AI platforms can perform many tasks from simple to complex ones, to automate many tasks in customer care, helping businesses optimizing human resources, reducing labor costs. Chatbots perform the basic customer care steps, and consultants focus on handling more intensive, higher-level tasks.

Store user data in CRM

When chatting with chatbots, customers can provide a lot of important information to complete tasks such as ordering, making an appointment, or set a consultation appointment. The data contains much crucial personal information such as full name, age, date of birth, phone number, address ...

With chatbot built on FPT.AI Conversation platform, bot administrators can store customer data provided in conversations into the CRM system, or extract customer information from CRM to save into Variables in Bot Creation Script. All these works are done simply with CRM Cards. Businesses can exploit that invaluable resources in the future to build communication campaigns targeting the right customers and bring attractive profits.

24/7 Customer Service

Finally, the most important benefit of AI Chatbot is 24/7 customer care and bringing customer satisfaction. Chatbots can quickly answer popular questions and issues. Therefore, all customer queries are solved by chatbot anytime, whether day or night, on holiday or at the weekend, helping businesses to build a strong relationship with customers.

The investment in technology is for the future, a risk-free investment. Start building a smart chatbot for your business right now. Then, let chatbots help your company automate many simple tasks, focus human resources on more advanced tasks, optimize operating processes, save costs and grow sustainably in the future.

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