Chatbots are the latest technology to drive big data. They have the potentials to transform businesses and make interactions with customers a breeze. But the benefit this new conversational assistant offers is bigger than most of us think. It does not only make communication easy for businesses and their customers. Chatbots can provide mouth-watering benefits in big data project. Let’s see how this happens.
Big data the gigantic, and constant flow of information that businesses gather from their customers, is increasingly becoming relevant. Such information can help to improve customer services and marketing strategies to boost ROI.
In the past, businesses relied solely on email marketing and various social media platforms to gather such information. But the invention of chatbots means total transformation and ease of data gathering. In fact, experts believe that we could have as much as 35 zettabytes (One zettabyte is about one billion terabytes) worth of data on our hands hopefully by the year 2020.
Ease in Data Gathering
Most businesses have a large customer base that their customer service agents cannot handle. And they cannot work round the clock to respond to customers. Big data gathering is rooted on three pillars; volume, velocity, and variety. They are known as the three Vs. They differentiate big data information gathering from the traditional research method most people are familiar with.
The more information (volume) your business can gather in a short space of time (velocity) and across different areas (variety) the better. You will be able to leverage the information gathered to compete favorably with other businesses and improve interaction between you and your customers.
Chatbots can boost and ease up your big data gathering in more ways than one. They can interact with thousands of customers due to their ability to work round the clock. Think of a company that records over 40,000 chats on monthly basis. Many customer service agents would be needed to interact with the customers, right? In fact, most customers are made to wait in such situations, and they end up unattended to most of the time.
Most users find communicating with a chatbot better, believes Ron Kirby, the Thesis Rush digital consultant. It can proffer solution to their problems or transfer them to a human customer service agent if it cannot recognize the words used by the client or problems generated. Chatbot records interaction with customers, creating a resource of data which experts can use to improve it for a better conversation with customers.
Chatbot through its natural learning processing technology (NLP) gives businesses insight into how people communicate and words they use. Businesses can, therefore, use such information to draft their email marketing campaigns and commercials to suit their customers.
Wide Acceptance
As earlier mentioned, many people are getting more comfortable interacting with this AI-powered technology. Its response speed is impressive and is available 24/7. In addition, you can link chatbots with social platforms a lot of people are already using such as Facebook, Skype, WhatsApp, and email. You do not need to go through the rigors of creating a new UI or platform.
One of the reasons people are accepting chatbot technology is the personalization opportunities it offers. Unlike interacting with a prospect on Facebook and other platforms where there might be a security bridge, chatbots are different.
The privacy and security concerns raised by customers are laid to rest with chatbots. That is why people interact freely with this AI-powered technology. A third party cannot access conversation between you and a chatbot unless present at the time.
Challenges, Pitfalls, and Concerns
Chatbots are still very much in their infancy and developmental stages. So there would be challenges and concerns. Let’s look at some of the limitations.
Lack of flow During Interaction
Chatbots are designed to work on a programmed script. So they find it challenging to deviate from it. They are developed to follow a particular path, and their conversations are robotic. It is easier to identify a bot because they lack the flow of communications that humans have. A bot that can identify and resolve issues faster is a great option. Chatbots are still developing and soon will get to that stage.
Cannot Solve Everything
Chatbots, as earlier said is still at infancy stage. A lot needs to be done to improve on this technology. They cannot solve everything. So when they encounter a difficult task, they transfer it to a human customer agent.
Chatbots can benefit your business and help you save money. They can also help to ease the workload on humans. Chatbots can also benefit your big data project. Through interaction, you can gather the information you need to help personalize your email and other marketing strategies to increase client base and revenue.