Chat bot on the website, for example this sex chat bot, in social media or maybe in a mobile application? Which “workplace” is best for a bot depends on the specifics of a given business, but also on the processes selected for automation. Interestingly, and what many entrepreneurs still do not know – virtual assistants can function simultaneously in two or even several communication channels at the same time. And not side by side, but integrated as one solution: the omnichannel chatbot.
What is omnichannel anyway?
In order to present the assumptions of the omnichannel chatbot, it is worth first looking at the definition of omnichannel. This is a new trend that assumes a synergistic combination of various communication channels, previously only functioning side by side. So multi-channel was the answer to the need to function in different channels, but that’s about it.
Omnichannel, on the other hand, combines them with each other, thus creating added value. The purpose of converting from omnichannel to omnichannel is clearly defined as it is to provide the consumer with a consistent experience when interacting with the brand. The channel through which the client communicates becomes only the background for the entire communication. The interaction center focuses on their needs, in particular the convenience of carrying out transactions, the availability of support during the purchase and after-sales.
The multitude of platforms that today’s consumers deal with, both online and offline, make it almost indispensable to re-examine the “points of contact” with the customer. According to the report, in 2020 consumers will spend as much as PLN 70 billion online. For comparison – in 2019 it was 50 billion, so we can talk about a growing interest in online trading. What platforms will consumers use to make purchases and how do they communicate? The most popular tool is still a desktop computer, but the role of mobile devices is growing. At least once a week, 17% of respondents use a telephone for shopping (for comparison – 9% a year ago). The same customers who buy online also buy from stationary points, call helplines and write e-mails. Therefore, tracing these paths and integrating information is the starting point for creating an omnichannel strategy.
Of course, the above-mentioned behaviors have a direct impact on how companies design their communication, including conversational systems, which are AI chat bots and voicebots. Today’s chatbots are no longer simple programs that answer some basic questions. Currently, conversational systems can be linked, for example, with CRM. This enables the management of customer knowledge that flows from various communication channels. Thanks to this approach, chatbots are able to provide more and more accurate information about a given client and his case. This means that in many cases, especially where schematic operation is required, strictly defined by given procedures, chatbots can operate even without human support and even have sex chat with them.
The chatbot can function in parallel in various communication channels and it is equally effective. Voicebot, the voice version of this tool, can also work with it. The voicebot on the hotline and the chatbot on the website, having access to company systems in which the history of a given customer’s activity is recorded, can synergistically complement each other. Reading such shared information about the client from the systems allows for consistent response, regardless of the reporting channel. In practice, this means that a customer who has come to the hotline with his problem will be able, for example, to return to the conversation via chat on the website. His case will not be “conducted separately” in each of the channels.