It may but doesn’t have to be enriched by machine learning that enables the bot to learn from experience, not just training. The ultimate objective of this technology is to process, analyze, decipher and make sense of the natural human language in a way that is valuable. NLP (Natural Language Processing) is a small sub-section of AI that deals with linguistics. Not user-friendly for extensive FAQ databases. Disadvantages:Ī bit awkward to use on interfaces that don’t allow for rich responses. Instead, your bot asks “Which country is the delivery for?” allowing you to display on the information relevant to the user.įurthermore, since information gathering happens as part of a conversation, you can use the bot’s personality to drive your brand image as well as overall values. For instance, if a customer clicks to see the shipping rates, you don’t need to show the list of all the countries where you deliver. Rule-based bots allow you to give your FAQ design personality as well as a good level of personalization for a more pleasant experience. FAQs for one time events or small companies with a narrow focus, etc.) Advantages: Most useful in cases when the number of questions and answers is fairly limited and/or you need to get an FAQ up-and-running very quickly (e.g. Website or any other interface that allows for rich responses such as buttons or images. In this case, personalization happens through choice-making and information conditioning. However, they never allow users to leave the predefined conversational flow. Rule-based chatbots can be simple or incredibly complex. With rule-based bots, conversations are mapped out like a flow chart, limiting and controlling user questions and responses. It’s driven by a series of predefined rules designed to solve specific problems or achieve particular goals. This kind of bot doesn’t rely on AI but rather follows a decision-tree conversation structure. You can build a rule-based chatbot, NLP-based bot or bot that uses a combination of the two. The amount and complexity of your FAQ database, as well as channels where you want to publish the FAQ, will help you determine which type of chatbot will serve and help your customers in the most efficient way possible. So, let’s have a look at how you can build an FAQ chatbot for the web or a messaging app like WhatsApp using a rule-based as well as an NLP approach.Ĭhoosing to make a bot that answers questions is just the first step.Before you go any further, you need to examine your FAQ needs. According to Aberdeen Group Inc, business with the best omnichannel customer engagement strategies retain 89% of their customers, on average, as opposed to the 33% average rate for businesses with weak omnichannel strategies. Plus, bots allow you to reach out beyond your website or app and be there for your clients on the instant messaging apps they already use.īeing present and ready to help on multiple channels is more important than ever. After all, there isn’t anything more natural for mobile communication than texting. ![]() Instead of having to search through a an FAQ page - no matter how well-organized - they can get to the point quicker by typing or saying a question they want to ask directly.įurthermore, chatbots are far easier to adapt, making the experiences frictionless on the desktop as well as mobile. Simply put, the technology is getting better and consumers are becoming more and more accustomed to the idea of talking to a bot. So, at this point, it’s really not a question of whether or not to have the FAQ section but rather how to deliver it in the most effective way possible. In fact, another study showed that 67% of consumers actually prefer self-service over talking with a human agent. According to the Global State of Multichannel Customer Service Report by Microsoft, over 90% of consumers expect a business to offer a self-service support portal or FAQ page.
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