5 interesting tasks consumers can complete with a live chat bot.
A live chat bot is a piece of software that mimics human conversations by leveraging artificial intelligence (AI), machine learning, and natural language processing (NLP). Businesses have been implementing them for the last several years, with varying levels of success, on their websites and apps as well as platforms like Facebook Messenger and Twitter.
Chat bots are useful for automating simple, defined tasks, such as answering FAQs, scheduling appointments and taking food orders. But they have limitations. For example, if you ask a question that doesn't contain a key word the live chat bot has been programmed to recognize, you'll likely be asked to rephrase the question or you may be handed off to a live agent for assistance.
As with most consumer facing technology, a live chat bot will only be widely used if it provides value to the user. This could mean it entertains them, provides them with information, assists them with completing a task, or whatever other function they value. Just because an organization implements a fancy new live chat bot doesn't mean customers will use it - it must be of value to them.
Some businesses have been creative with their live chat bots, keeping the end user in mind.
Here are 5 interesting tasks consumers can complete with them.
1. Figure out what to do in Kansas City (or wherever your destination may be)
Kayak's Facebook Messenger live chat bot not only assists you with hotel and airline reservations, but it also suggests things to do in your destination city. Searching on Kansas City brings up activities like barbecue tours, beer tastings, and scavenger hunts.
2. Find the next good read
Readow's Messenger bot will recommend books based on the last book the user read and liked. Each recommended book has a link to Amazon so the user can find out more and/or purchase the book.
3. Look for a new job
Bots such as Job Bot on Messenger make it simple to search for jobs. Just enter your location and a key word that describes the type of job you want, and Job Bot returns job postings, including remote work options. You can apply for jobs and also sign up for alerts of new listings.
4. Have a good laugh
Live chat bots aren't just for serious stuff - they can also provide entertainment. Joke Bot (on Messenger) generates a joke on demand, allows users to browse jokes and provides an opt-in to receive daily jokes.
5. Check PTO balance and request vacation time
Live chat bots also aren't just for external use - businesses can deploy them internally to assist with functions like HR and the IT help desk. This allows employees to perform tasks like requesting time off so they can take their Kansas City dream vacation.
Exceptional customer experience doesn’t happen by accident. NICE helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. NICE CXone, our cloud-based contact center software, integrates seamlessly with bots from leading chatbot developers, meaning your customers will be taken care of no matter what channel they use. Find out more about how we can help you thrive in the digital economy.
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