What is omnichannel chatbot?
Consumer buying has shifted to digital platforms and especially this has been highly seen during pandemic. Use of Digital platforms for buying products and services is increasing day by day. Along with uncertainty and frustration during the pandemic customers expect a swift and efficient customer service. Nowadays customers don’t consider frequent agent transfers or having to repeat their questions again and again as the best customer service. All this could be solved with the help of chatbot. Chatbot are AI powered bots which can treat and provide solution to the customers with utmost patience.
The chatbots which can be implemented on multiple platforms like Web applications, mobile application, Facebook Messenger, Slack, Microsoft Teams and any other messaging platform but can be managed from a single platform. Omni channel chatbots can be considered as all-in-one pack for your engagement increasing or efficiency improvement strategy. Streebo an IBM Gold partner company provides omnichannel chatbots which can be integrated with voice functions.
Other than this omnichannel chatbots are also considered as that can be developed in such a way that they can provide personalized response or solution to different types of interactions. Initially chatbot interacts with different type of customers and stores the data in the central database. Once the training period is complete and the same or same type of client interacts again chatbot will use this data and interact accordingly. Also, omnichannel chatbots allow to store data of various interaction on various platforms on the same database as a result any kind of predictive analysis is easy, and you can take strategic decisions. The database used is single here and works in real time so even if the customer needs to change the platform for some reason, he need not fill in all the information again.
There can be different type of services provided by different customer service executives. But chatbots will provide the same and perfect solution. There can be chances that client may interact with the company through different platforms and may get different response. Omnichannel chatbot as a solution to this problem can interact with different platforms and provide the same solution to the same query.
Omnichannel chatbots are generally build on the strategy of Build Once, Deploy Anywhere. Customer expects that their issues should be resolved even when the communicate through different channels, and that’s where omnichannel chatbots step in as a solution. Enterprises today have developed low code no code platforms which can build and deploy omnichannel chatbots without core programming and taking help from IT team.
Omnichannel chatbots use some of the technologies like Natural language processing, artificial intelligence, natural language understanding, machine learning etc. Streebo’s bot builder technology has been developed in such a way that it can use any NLP. This bot builder is based on plug-n-play architecture due to which client can use NLP of his choice which can be IB Watson, Amazon Lex, Google Dialog flow etc.
Some of the extreme benefits of Omnichannel chatbots over normal chatbots are mentioned below.
- Improved customer satisfaction as there is seamless experience across all channels.
- Faster Response.
- Increased revenue
- Best level of Data Collection.
Chatbots in their initial phase revolutionized consumer service industry and in the future omnichannel chatbot will be the next big transition in technology.
