What Are Bots, And Why Can They Be Useful For Your Company?

The Marketing of the 21st century places the client as the central axis of the business, around which everything revolves. For this reason, companies, regardless of their size and sector of activity, are trying to take advantage of the advantages offered by new technologies to meet their needs and anticipate them. This is where bots come in, a digital tool widely used by organizations worldwide to carry out repetitive tasks that would otherwise have to be done by a human.

What are bots, and what advantages do they offer?

A bot is a software application programmed to perform specific tasks. It is automated to execute the tasks based on the instructions it has received, without the need for human intervention. He usually performs repetitive tasks and can do them faster than a person would.

It should be noted that more than 50% of Internet traffic is currently made up of bots that interact with websites and scan content… There are different types of bots, and one of the most used by companies is chatbots, which imitate a human conversation, using specific phrases with programmed responses.

To give a simple example, the restaurant website can have a bot installed to answer in real-time the most common questions from users: What is the menu? Do you have vegan dishes? What is your schedule?…

Bots are beneficial for organizations and offer a series of advantages that are of particular interest to know:

• Improve customer service: according to different studies, current customers prefer to be served by chatbots on certain occasions as it is the best way to answer their questions immediately. Also, they rarely notice that it is software and not a person.
• Saving time and money: if current estimates are met, by the year 2100, about 90% of customer service centers will be operated exclusively by bots. Users are looking for quick answers, and for organizations, it saves both time and money.
• Encourage communication: if there is something that customers value from companies they trust, they can maintain two-way communication with them. Thanks to chatbots, companies can open a communication channel 24 hours a day.
• Customer information: to all this, we must add that chatbots are an essential source of information because they allow us to understand customers better and segment them. This is essential to develop marketing strategies.

There is no doubt that chatbots have caused a 180-degree change in companies’ attention to their target audience. In 2020 calls and emails were reduced by 70% after organizations automated customer service.

Now, it is not simply about implementing an Artificial Intelligence solution. It is essential to ensure that the user experience will be positive to provide good service 24/7. To do this, you must install a bot that understands informal language and recognizes the intention behind each interaction.