Steps to follow if you want to implement a chatbot in your company

In recent years, chat applications have registered a greater number of users than consolidated social networks such as Facebook and Twitter, which has turned them into places of simple, direct and instantaneous interaction, and one of the most current variants of Artificial Intelligence applied.

The innumerable Benefits that offers the implementation of a chatbot for business They need an adequate segmentation to be able to give the result we expect, especially in what which refers to the type of company, its presence in social networks and the objectives we seek reach.

As much as it is Artificial Intelligence, chatbots are not intelligent entities and it is false that from the first day of implementation they know everything. On the contrary, they need to learn and train according to the codes of each company, so that they can know your customers and have the necessary information to answer questions and concerns of different degrees of complexity.

There are three types of chatbots depending on the services they can provide:

• Chatbots for ecommerce: those who accompany you during the navigation, selection and purchase of products and services.
• Chatbots for customer service: designed to be operational 24 hours a day and remain receptive to users' questions, providing them with timely information about their browsing and purchasing.
• Content chatbots: They are those capable of providing personalized information and news to users, generating alerts for any content that may be of interest to them.

Four implementation steps

1. Choose a channel: The most used channels today are Messenger, Telegram and WhatsApp, but there are many more that can adapt better or worse to your needs. The important thing is to make the choice keeping your goals in mind in order to determine which is the most appropriate channel to achieve them.
2. Define your personality: Being a human simulation tool, it is important that your chatbot has a defined personality that is consistent with the corporate identity of the company. You can give it a name, determine the way it addresses users (close and natural, elegant, etc.). The idea is to minimize customers' feeling that they are talking to a robot and that their needs are not being taken seriously.
3. Define the processes: Although it seems impossible, it is necessary to define and organize as many questions from your clients as you can think of, as this will allow you to make a good flow analysis and a conversational tree. Nurturing this communicational tree is a constant task and not exclusive to the early stages of implementation, as it is the way to give tools to our chatbot to be able to provide the best possible service.
4. Be clear about the objectives: It is true that the applications of a chatbot within a company are many, but it is important that you define objectives and do not fall into false expectations that will play against you in the future. In the early stages of implementation, it is best to focus on a specific process and not want to cover it all because it may be that, instead of improving the operation of your company, you end up hindering it.