THE MOST FREQUENTLY ASKED QUESTIONS ANSWERED
Below you will find short and concise answers to the most frequently asked questions about chatbots. If you do not find the answer to your question here, we would like to ask you to contact us.
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#1 What is a chatbot?
A chatbot is a text-based dialog system that can retrieve information from a database and/or is equipped with artificial intelligence. Chatbots can not only output information, but also populate databases, such as appointment calendars and booking systems. They are also able to access third-party services such as Amazon Alexa, Facebook Messenger, WhatsApp, SMS, Google Assistant, and email tools.
An intelligent and conversational chatbot is also called a virtual assistant.
#2 What is a virtual assistant?
Compared to a chatbot, a virtual agent offers significantly more possibilities through conversational AI. Rather than relying on a simple script or tree structure, a virtual agent can do much more. For example, a virtual agent can accept, evaluate, and verify requests to change passwords. It can also make purchase recommendations, point out missing information in an order, and prepare received information for customer service.
Since we use both conversational AI and “patented” natural language recognition in our solution, our chatbot has very sophisticated algorithms and thus acts as a virtual assistant. However, for the sake of simplicity and because it is so common, we often simply refer to our “chatbot”.
#3 What can I expect from a chatbot?
As a business owner, you can expect a good chatbot to take work off your plate and trigger an increase in sales or reduce your contact volume and thus your contact costs.
On average, our customers enjoy a 50% cost reduction per service request. In addition, the use of our chatbot reduces the volume of e-mails by 60%. In 90% of the cases the request of the interested party can be satisfied already in the first contact.
Sales also benefit greatly from an intelligent chatbot. The conversion rate can be increased by up to 35% and there are 5% fewer abandonments in the purchase and booking process.
In addition, prospective customers feel better advised and can reach someone even outside business hours.
#4 What is artificial intelligence (AI)?
AI is the study of “intelligent” problem-solving behavior and involves the creation of “intelligent” computer systems. Artificial intelligence deals with methods and algorithms that enable a computer to solve such tasks that, when solved by humans, require intelligence. AI is a branch of computer science that deals with automation of intelligent behavior and machine learning.
Our chatbot platform even has conversational AI so your customers can have a normal conversation with your virtual assistant.
#5 What is "ML Machine Learning"?
Machine learning is an important component of artificial intelligence. Computer programs based on machine learning can use algorithms to independently find solutions to new and unknown problems.
#6 How do I know I need a chatbot?
Chatbots are not only the future, but in many cases already the present. Your customers are demanding and don’t want to struggle through your extensive website themselves. They expect the information to be prepared and fed to them. Especially in the B2C sector, solvent customers are on your website after hours and offer sales potential. This is where you should come up trumps with an intelligent chatbot that serves as a virtual shopping advisor for the customer and generates sales for you.
#7 How do chatbots improve the customer experience?
With a good chatbot, prospects will always have a point of contact who knows your company intimately and has accurate answers to almost any question at any time of the day or night. All questions asked are answered immediately and an intelligent chatbot can be contacted via various communication channels. This means he is always available where your customer feels most comfortable.
With the kompaktwerk chatbot, you always have an advisor at your customers’ side who adapts optimally to their wishes.
#8 How many requests can a chatbot handle?
Staff planning in customer service is complex, because most of the time staff is underutilized, or hopelessly overworked during peak hours. You can prevent this problem by using a chatbot. The chatbot can handle an almost infinite number of requests simultaneously. In this way, he enormously reduces the workload for customer advisors and can answer most inquiries with confidence. This way, employees have more time for face-to-face conversations, as redundant requests are answered automatically by the chatbot.
#9 How much traffic do I need to make a chatbot worthwhile?
A chatbot, which is equipped with artificial intelligence, learns from every customer contact and request. For this effect to take hold, it should be used as intensively as possible. It is recommended to have at least 100,000 visitors per month on your website or receive 10,000 service requests via email, call chat or FAQ, so that the intelligent chatbot can show its full capabilities.
#10 Can a chatbot do more than answer questions?
Meanwhile, chatbots can do much more than just answer simple questions. Chatbots have become purchase advisors, personal assistants, and customer service agents. You can make bookings, reserve appointments, send emails and make recommendations. In addition, you can access and extensively operate many third-party services.
#11 Is a chatbot worth it for any business?
A good chatbot is a wise investment in the digital future of your business. It provides great value to customers and prospects and contributes to growth and customer satisfaction. How effective a chatbot is in a specific case depends on the amount of prospects, the company structure, the product or service, and the industry.
We would be happy to take a look at your company and together we will think about the areas in which a chatbot would be useful for you. Please contact us for this purpose.
#12 What are the capabilities of an intelligent chatbot?
With a smart chatbot on your side, you can answer automated questions from your prospects in seconds. In addition, the chatbot also serves as a personal assistant for your employees and customers. It can manage appointments, take bookings and cancellations, prepare information for employees, guide them through a purchasing process, recommend products and much more. An intelligent chatbot, or virtual assistant, has conversational AI and natural language recognition (NLU,NLP), which uses the algorithms used to very accurately detect the intention (Intent) of the customer.
Its greatest asset, however, is that the learns with each customer interaction, captures data, and gets better and better at performing its tasks from contact to contact.
#13 What challenges does a chatbot bring?
When you provide a chatbot, you need to make sure it works properly. If it doesn’t add value, customers are quick to think it should keep them away from customer service representatives. That is, the chatbot must recognize the “intent” (intention) of customers, even if customer questions contain spelling errors. Our chatbot has an “auto-complete” and an “auto-correct” feature to compensate for such errors. Therefore, rely on an intelligent chatbot that continuously optimizes and learns.
#14 Where are chatbots already being used?
Chatbots have been used in many different areas for years. These include the e-commerce industry, freight forwarders, banks, mobile operators, hotels, restaurants, delivery services, retail and many more. Whenever there is direct contact with a large number of interested parties, the use of an intelligent chatbot is worthwhile.
#15 How long does it take to implement the chatbot?
Every company and every customer are unique. As a result, the chatbot often needs to be extensively customized and individualized. However, we usually do not need more than 4-6 weeks from the first contact to full implementation.
We will be happy to make you an individual offer for this.
#16 What does a chatbot cost?
As a business owner, you naturally want to know how much it will cost to implement our chatbot. However, this largely depends on your requirements and wishes. Please understand that we are therefore unable to provide any concrete figures at this point. Usually we see a so-called “time2value”, or ROI after 3-6 months with our customers. Therefore, be sure that the chatbot is a lucrative investment that will quickly pay for itself through increased revenue and reduced expenses.
#17 Can the chatbot be compensated based on success?
We are so convinced of our product that we offer you to take the entrepreneurial risk to a large extent on ourselves. There is a possibility that we implement our intelligent chatbot for you. Subsequently, you compensate us by sharing in the sales increase triggered by the chatbot or in your saved service contact costs. This way you are always on the safe side.
#18 What languages does the chatbot speak?
As an entrepreneur, you know how time-consuming it is to find and retain good personnel. Multilingual customer service representatives are valuable and enormously helpful. Our chatbot speaks over 40 languages and can therefore assist any of your prospects.
#19 Is the Kompaktwerk chatbot compliant with the GDPR?
The use of a chatbot can quickly lead to problems with the General Data Protection Regulation. We have meticulously ensured that no sensitive customer data is collected without the visitors’ consent. Leading experts have reviewed our chatbot and found it to be fully compliant with the GDPR. So, you won’t face any privacy issues if you choose kompaktwerk chatbot.
#20 What exactly does NLP and NLU stand for?
Figuring out the differences in conversational AI systems can be very challenging. With the solutions available today, it is important to understand the difference in the underlying technology that drives the engine. In this case, the technology is called Natural Language Processing (NLP). NLP is an AI technology that uses algorithms to understand the meaning or “intent” of language and respond to that intent; it is also called Natural Language Understanding (NLU). Our chatbot platform has a long-time developed and patented NLU that can very accurately figure out the customer’s “intent”.
#21 Which communication channels does the chatbot support?
With our chatbot, you can communicate not only through your website. It is very important to us that you are always available where it is most convenient for your prospect or customer. That’s why we support Facebook Messenger, In-App, Telegram, Skype, Slack, Bing, Twilio, SMS, WhatsApp, WeCHat, Microsoft Teams, Kik, Cortana, GroupMe and Hipchat.
#22 Do you need to maintain a chatbot?
A chatbot requires ongoing maintenance and generates work on a regular basis. However, if you resort to our chatbot, you can operate the chatbot on your own without IT knowledge and always have a team consisting of experienced experts to take care of this part of the work. You will always experience a smooth run of the chatbot.
#23 How do my employees learn to use the chatbot?
We are happy to organize comprehensive workshops for you and your employees. Learn all about the different chatbot options here. In addition, we train your team to work particularly efficiently with the chatbot and to reduce the workload in the long term. Take advantage of this offer to realize the full potential of the chatbot.