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What are Chatbots ?

In today’s digital age, technological advancements have enabled new dimensions of unimaginable communication. Chatbots are an emerging part of these dimensions. Chatbots are software programs designed to converse with human beings, specifically customers over the internet, primarily through textual or auditory mediums. They act as a conversational agent between brands and users. Almost every brand is now using Chatbot services for better customer support.

Chatbots are the new way of business communication. Since the last few years, many businesses across the world have adopted this brilliant technology to keep their business communication at ease. With the advancement of artificial intelligence, chatbot can understand the nuances of human communication making communication more real. Advance machine learning makes you feel that you are conversing with a real human. One of the noticeable aspects of a chatbot is that technology can apprehend language rather than just interpreting commands. The ways the technology understands the communication cadences are unparalleled to any other technology that exists in the contemporary world. This is the most advanced technology when it comes to business communication.   

Chatbots are replacing human agents of communication in rapid succession, with each passing day. They can have a different personality and keep creating personas along the way. They have a variety of functionalities that have various purposes. But the primary objective is to make user interaction engaging and seamless. The future of business communication is based on chatbots. When you engage a chatbot to communicate with the customer you can are using your resources efficiently. A chatbot is the most effective way of establishing communication with the customer ensuring the fact that the customers are being valued. With Chatbot the customer won’t have to wait to get a response as one chatbot can converse with many customers. This is an efficient way of saving the human resources of the company and engaging the same in other productive aspects. 

But their interactions are naturally more ‘robotic’, which in turn causes a sense of disconnect with the user.

So how do we humanize Chatbots?

Should they necessarily be driven by human operators for them to be considered even remotely human? Or, will any visual cues on the interface and any amount of message exchanges make the automated Chatbots more humane?

A few methods to humanize Chatbots have been given down below

Deliberate Delay-

It’s great to have a super-efficient, accelerated bot. But when you chat with a fellow human being through texts, do you receive a reply to your message as soon as you hit the send button? Definitely not. Adding a bit of latency makes the conversation between a bot and the user more natural, quick and human-like. You would not like to talk to a machine for long unless you geta human-like experience. The bots are designed in a way that helps in establishing a human-like conversation with the customer retaining their attention.                           

Utilization of Emojis-

Emojis and icons prove to be quite a help in displaying emotions and setting the tone for future conversations. Instagram and Facebook are prime examples. Using emojis or icons make the users believe that they’re having a conversation with an actual human being. A chatbot is a smart tool that replicates human emotion by using emojis. A sense of empathy is felt by the customer when they are in a chat session. By using a chatbot you will never make the customer feel that they are being left alone to talk to a machine. Chatbots is an intelligent tool that responds to customer needs by making smart guesses. Using the artificial intelligence and advanced algorithms the chatbot would reply to the need of the customer in the best possible way.  

Understanding Context-

As human beings, we use context without even actually noticing or realizing it. So incorporating contextual understanding in a Chatbot may work wonderfully for user interaction. For example, asking a previously asked question again without using the same words used before and getting a favourable response.

Recognizing Multiple Messages as One Query: 

As human beings, we often end up sending multiple messages that are capable of being a single long message. If a bot adapts to this human practice and can provide the user with a suitable response or even chat in the same manner, this further validates the user. 

The future for Chatbots looks promising as well. A recent survey suggests that Chatbots will govern 85% of all consumer service interactions by 2020. Another statistic suggests that 22% of users depend on Chatbots to enlighten them with what products or services to purchase which may prove to be quite an enormous rise in customers.  

Tax filing companies are also considering the implementation of Chatbots to make the rigorous and monotonous process of filing taxes much more user-friendly.

Artificial Intelligence:

Another emerging technology is AI(Artificial Intelligence). There was a time when AI was just a concept and considered pure science fiction. But now, Chatbots use AI effectively to provide closure to client inquiries and provide them with an enriching, worthy experience.

AI-powered Natural Language Processing, or NLP, enables Chatbots to mimic human conversation. They can identify the underlying intent behind the text a real person types and then deliver a response that matches that particular intent.

 Plus, Chatbots with NLP can now learn from past conversations and improve their ability to provide appropriate responses and solutions. And with this advanced level of processing, they’re becoming extremely helpful and valuable in customer service situations. 

Artificial intelligence is still a relatively new addition to the business world. But it’s only going to continue to grow its presence. And while this technology has many potential uses for brands, AI-powered Chatbots are one of the best ways to improve customer experience. 

When equipped with artificial intelligence, Chatbots can use contextual information to deliver relevant messages and offer proactive service when they detect a potential problem.

They can also assist the human support team of a brand by preparing their agents for high-impact conversations and routing inquiries to the appropriate person. And this is just the beginning. 

As brands find new ways to incorporate AI into their daily operations, it’s certain to establish an increasingly large presence in the business world. But as of now, Chatbots are an excellent way to become an early adopter of this technology and start delivering better customer experiences than ever before. 

Conclusion:

Chatbots are the newest marketing and sales tool that helps you keep your business on top of trends. In the age of technological advancement, it is very important to keep the customers engaged. Humanized AI chatbots enhance the customer experience by creating conversation to understand the customer issue and take an educated guess to fix the problem. Chatbots replicates human personality by giving you suggestions and ideas as per your conversational history. This helps to increase the market base for other products and services that the business caters to. A proper ux design agency can design many chatbots for best user experience.

Constant progress in technology will enable Chatbots to offer solutions based on empathetic understanding rather than mere programming. This will set a precedent for the future and encompass actual user sentiment and emotion. Hence, Chatbots are a safe bet for the present and future of consumer engagement. It is undeniably, ‘the way of the future!’

 

 





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