Bots are already part of our daily lives and although there are fewer of us who know how to design and configure them, practically everyone who has access to the internet has probably interacted with a bot, but to understand each other well and speak in the same terms, let’s define what a bot is.
What is a bot?
According to the Royal Spanish Academy, RAE, bot comes from robot and is a programme that imitates human behaviour.
According to Oxford Languages, a computer programme that performs specific and usually repetitive automated tasks on a network.
Bots follow specific instructions that help them mimic human behaviour and perform tasks more quickly and accurately, and some even have the ability to learn in the process and improve their behaviour as they receive feedback.
And as in life, there are good bots and bad bots, some bots are designed to attack computer or information systems and should be protected against, while others are designed for greater operational efficiency.
What are the most common types of bots?
- Chatbots
Chatbots are conversational bots, i.e. computer programmes that simulate a natural human conversation thanks to artificial intelligence and machine learning. Example: Siri, Alexa, or a chat on a social network like Facebook.
- Shopping bots
These are bots that scan the price of a product on different websites to help users find the best price or the best deals.
- Web crawlers
Also known as spiders, these are search engine bots that crawl and rank web pages to generate a better search experience for users.
What are the functions of chatbots?
Chatbots can fulfil many useful functions depending on what they have been created for and in what field of activity they are working in, but we could group them into 4 main groups:
- Operational efficiency: bots designed to optimise existing resources and perform repetitive tasks efficiently.
- Customer service: immediate and permanent attention to customer queries.
- Content generation: generation of responses and personalised messages.
- Sales incentive: bots designed to guide you through the entire sales process.
10 Benefits of using a chatbot in your company or business
Using a chatbot in your company or business can offer a wide range of benefits from improving customer service to increasing operational efficiency. That’s why we’ve compiled a list of the 10 most important benefits of using a chatbot in your company or business.
1. 24/7 customer service
One of the most obvious benefits is the ability to provide 24/7 customer support. Chatbots can respond to queries and resolve issues even outside working hours, improving customer satisfaction and retention.
2. Instant responses
Chatbots can provide immediate answers to frequently asked questions, reducing customer waiting time and improving the user experience. Customers appreciate the speed and convenience of getting instant answers.
3. Cost reduction
By automating repetitive tasks and customer service processes, chatbots help reduce operational costs.
4. Personalisation
Chatbots can collect customer data and use this information to provide personalised responses and recommendations. This creates a more relevant and engaging experience for users.
5. Increased operational efficiency
Chatbots can perform operational tasks more efficiently than humans, freeing up time and resources for other critical business activities.
6. Scalability
Chatbots can handle multiple simultaneous conversations without losing quality of service. This allows companies to expand their reach without worrying about customer service capacity.
7. Lead generation and sales
Chatbots can guide visitors through the buying process, answer questions about products or services and assist in decision making. This can result in increased conversions and sales.
8. Data analysis and feedback
Chatbots can collect data on customer interactions, providing valuable information to improve products, services and marketing strategies.
9. Continuous improvement
Chatbots with machine learning capabilities can improve over time as they accumulate more data and feedback. This means that they can offer an even better service over time.
10. Consistency in customer service
Chatbots provide consistent and accurate responses in all interactions, avoiding human error and ensuring a high level of service quality.
Implementing a chatbot in your company can be an effective strategy to improve engagement with your customers, optimise internal processes and provide a more efficient and personalised customer service. These benefits can translate into increased customer satisfaction and a boost in business performance.
