Gear Up for Chatbots

By

Bots are hot. Lately, everyone seems to be talking about them. But what’s a chatbot and why should you care? As an Admin, what do you need to know before you get started with chatbots? This post will answer those questions for you and take some of the hype out of all the bot banter.

What’s a Chatbot?

A chatbot is an application that simulates human conversation—either aloud or with text. Instead of having a conversation with a person, like a sales rep or support agent, a customer can have a conversation with a computer. Whether by typing or talking, a chatbot can connect with a customer. It can influence a customer relationship. Chatbots are an additional channel to engage with customers, similar to phone, email, text message, and social media. Think of chatbots as an extra tool to help make your customers happy. But like with other tools, if you don’t know what you’re doing, you can get hurt… (More on this later!)   

 

Why All the Hype?

Gartner predicted that by 2018, a full 30 percent of our interactions with technology will be through “conversations” with smart machines. Furthermore, Gartner claims that “Chatbots will power 85% of all customer service interactions by 2020.” That’s a lot of interactions! One of the reasons chatbot technology is growing in popularity is because it can free people from performing routine, repetitive tasks—like resetting passwords or checking on order statuses—and help people focus on more complex, creative problem-solving. Imagine if a new technology helped put a few more hours back into your day so that you could focus on more big-ticket items. Now multiply that productivity across teams or companies. Hence, the hype.     

Are Chatbots and Artificial Intelligence (AI) the Same?

No! Since most people are familiar with simulated conversations through voice-enabled personal assistants, it’s easy to assume all chatbots are AI—”Alexa, what’s the weather in Timbuktu?” But chatbots and AI aren’t the same. They’re two different technologies. You can hook up chatbots to AI to create more sophisticated options and responses; however, most chatbots use decision-tree logic and predetermined responses triggered by keywords. With Einstein, you can easily add AI to chatbots you create with Salesforce.

How Should Admins Prepare for Chatbots?

You can create a chatbot in minutes with Salesforce—just point and click your way through Einstein Bots in Setup. However, it takes time to create a useful chatbot. Similar to a knowledge base, you need content before you share a chatbot with your customers or prospects. Clarifying the purpose, audience, and business problem to solve with a chatbot can make or break it. If you don’t answer people’s questions with your chatbot, or your chatbot tries to answer questions no one cares about, you may accidentally tarnish your company’s brand by delivering a bad experience. And no one wants that.

To avoid creating a bad experience with a chatbot, ask yourself these questions before you begin:

  • What are some routine issues a chatbot can resolve for your customers?
  • Should you name the chatbot to reflect your brand and personality?
  • Does your chatbot self-identify as a bot to your customers in chat?
  • What kind of voice and tone should the chatbot use?
  • Will the chatbot use emojis and emoticons?
  • Who will write chatbot content?
       

To continue the journey of planning and creating a useful chatbot, check out the new Einstein Bots Basics module on Trailhead. See you out on the trails!

Trailhead Module
Learn how to make customer service smarter and easier with chatbots.

AI for Admins: What You Need to Know to Make Einstein Bots a Success

Einstein Bots interact with your customers quickly and accurately with automation and artificial intelligence (AI) capability. In terms of AI initiatives, the biggest challenge is measuring business impact. One reason most AI projects fail is that people are looking at “model performance” instead of business value, such as how much money, in either additional revenue […]

READ MORE
Einstein standing next to text that says, "AI for Admins: Einstein Article Recommendations in Flow."

AI for Admins: How to Deflect Cases with Recommended Articles in Flow

What if you could make that long queue of password reset emails and return policy questions disappear—saving time for your agents to focus on more complex cases? Einstein Article Recommendations supercharge agent productivity by recommending relevant articles for a given case in the service console. Starting in Summer ’22, you can invoke your Einstein Article […]

READ MORE
Mountains and greenery next to text that says "Get Better Natural Language Search Results."

How to Get Better Natural Language Search Results

We’re very excited to announce that we’re enhancing the natural language features as part of Einstein Search. As of Summer 2021, Einstein Search, which includes personalization, actionable results, and natural language capabilities, has been the default search experience for customers within the Lightning Experience. More specifically, Natural Language Search allows users to type queries into […]

READ MORE

Have an Idea for a Story?

We are all about the community and sharing ideas.
Do you have an interesting idea or useful tip that you want to share?

SHARE YOUR IDEA