Have you ever needed to make a complaint or ask a question while using an app? Can you remember the urgency you felt and how much you needed to communicate with someone? Preferably without having to shut down the app?
Generally, apps are simple to obtain and use, and certain aspects of an app tend to be more thrilling and attractive than a website. This is where mobile app chat integration comes in. It is a platform that allows you to ask questions and get responses in real-time while using a mobile application. This is made possible by chatbots.
Chatbots are equipped to recognize keywords within a sentence, this is because it needs to comprehend what the user is saying to provide a suitable response. When it identifies the keywords, it begins to process suitable responses.
The chatbot proceeds to evaluate the conversation goals, short-term and long-term memory, and Frequently Asked Questions datasets. Subsequently, the chatbot develops projections, user-specific sequences, and recommendations.
In addition, it explores large piles of data in the inner systems such as Salesforce, Microsoft SharePoint, and SAP amongst others. Eventually, the appropriate feedback is provided by the chatbot.
Chatbots have evolved into a requisite tool in modern enterprises. Research has shown that 70% of customers choose to communicate with a chatbot instead of speaking with a customer care representative.
Most questions directed to customer representatives are about products or services provided by the company. To solve those problems, customer care representatives run through a ton of service center technologies and CRMs. This process which is already cumbersome is worsened by the fact that customer care representatives have limited access to information.