Yes, chatbots are a sort of robot but not physical. You can’t touch them but you can interact with them. It is not a highly graded technical machine but a computer program which can initiate and carry a conversation with the customers. The chatbots have been programmed to understand all the potential queries of the customers. Earlier, the chatbots were developed pre-programmed coding scripts, that’s why they used to give similar answers. But now they are built using advanced machine learning and artificial intelligence algorithms. Thus, they can learn from their experiences and resolve the queries on the spot.
It would be erroneous to say that human beings have been completely replaced by the chatbots in the customer service, but the truth is that they may get replaced in future. With artificial intelligence technology, it is hard to recognize whether you are interacting with a human being or a bot.
The e-commerce industry has been most impacted by chatbots. They are completely changing the way e-commerce stores used to interact with their visitors to answer their questions. The customers get a highly personalized experience with faster and accurate responses. In the current scenario, it is possible to deploy chatbots on other platforms as well, like Facebook Messenger, WhatsApp, and others.
You can save 30% of your operational costs by introducing chatbots. And you are not alone, more than half of the businesses are planning to spend more on chatbots instead of mobile apps. The most attractive feature of chatbots for the users is their 24 x 7 availability.