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Marie is typing…] Are you sure that you are talking to a human?

[ Next time be sure that you do. Chatbots and NLP are changing e-commerce

According to various reports [możecie tutaj wrzucić dane z Waszego excela, ale bez źródeł, to słabo] chatbots are not only more effective and efficient as business consultants but also more accurate in understanding people, including those using slang or profession-specific vocabulary or imperfect grammar. A new generation of customers is also more eager to communicate with digital assistants that can answer immediately and with a high probability of being right. It is not surprising then that chatbots have a better conversion rate than e-mail newsletters that are quite a statics and ‘lifeless’. Interaction, swift response and accuracy are the keys to customers’ hearts.

Developing and implementing chatbots is not a difficult and burdensome task if done properly. Chatbots require a bit more attention than other Natural Language Processing-based solutions (NLP) due to more human-like structure and ‘behavior’, however, as such chatbots are nothing else but more advanced software that understands our language and most importantly – the context of conversations. Building a good chatbot will take some time as feedback is important to correct improper ‘behaviors’ and understanding of various scenarios, however, in turn, you will get a better assistant that may significantly lower operational costs and increases sales.

Chatbots may not eliminate interactions with humans, so please do not make instant decisions to cease operations of your call center. It will, however, let people focus on tasks that require more human-like ‘features’ like emotions or empathy. The chatbot may end the conversation if a customer or potential customer received sufficient support but also may lead to a consultant that will handle his or her case (if necessary).

But chatbots have more applications. They may be used internally for handling minor cases that used to be done by high-paid experts leading to unnecessary costs and frustration. Chatbots may also gather specific information that further may be used by humans, e.g. obtaining identification data or customers’ needs. Ideally, the chatbot should be linked to its ‘owners’ and contact points to ensure that not only effective monitoring is done but also that the data gathered is properly used.

But what makes chatbots so unique? Its perfection, understanding of strange language, intentions and context of given questions. It is, therefore, crucial to choose high-effective and accurate NLP software that will enable chatbot (front-end) to learn quickly and correct any improper acts. Ideally, the NLP back-end should contain a ready-to-go package that will allow learning ‘in action with real customers with no negative impact on sales or other results.

Don’t forget about one thing. Chatbots will not be – soon – human-like and will require due care and constant monitoring. Customers – and relevant legal and regulatory frameworks – will also require you to ensure an appropriate level of transparency so as not to let them be misled.

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