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A handbook for professionals implementing or upgrading chatbots
In AI Chatbots For Dummies, chatbot expert Kelly Mirabella and veteran tech educator Eric Butow deliver a from-scratch guide to deploying AI-powered chatbots that keep your business' customers happy. The book offers step-by-step instructions to building your bot and putting it into use - even if you don't know how to code. You'll learn how to reduce your workload, improve your company's efficiency, increase customer satisfaction, and accomplish a ton of other useful business goals, like creating automated marketing campaigns and new sales strategies.
The authors walk you through exactly how you can use chatbots in a variety of use cases, from generating leads and sales to gathering audience and customer data and growing an audience. You'll also learn how to:
AI Chatbots For Dummies is the perfect how-to guide for business owners, entrepreneurs, and other business leaders interested in using chatbots to upgrade their company's abilities, improve its efficiency, and grow its bottom line.
Kelly Noble Mirabella is a chatbot expert specializing in AI-powered customer engagement solutions.
Eric Butow is a 54x business and technology author who has co-authored multiple For Dummies titles including Instagram For Business For Dummies and Digital Etiquette For Dummies.
Chapter 1
IN THIS CHAPTER
Distinguishing between chatbot types
Understanding how you can use chatbots
Breaking down how to create the business case
Chances are you've encountered chatbots, like them or not, as you've browsed the web. You know, they're the icons (sometimes with text) you usually find in the lower-right corner of a website inviting you to click it, as you can see on the website for The Marketing Specialist, the marketing business run by my (Eric's) co-author on several Instagram-related For Dummies books in Figure 1-1.
Many chatbots are now employing artificial intelligence, better known by its acronym AI, but what does that even mean? Aren't all chatbots by definition AI? That difference is what we talk about in this chapter. After you know what AI chatbots can do, you discover how to make the business case for employing chatbots in your company to drive business.
Finally, we end this chapter with an overview of how to use chatbots effectively because that's important to make the business case, don't you think?
FIGURE 1-1: The Let's Chat button on The Marketing Specialist website.
We can hear you scratching your head, wondering what makes a chatbot different from an AI chatbots. That's why we're here, and we break it down in the following sections.
Chatbots are often script-based systems to carry out specific tasks by using defined rules. They can only carry out specific tasks and respond to commands within the boundaries of those tasks.
For example, one day I (Eric) discovered that my waste management company hadn't picked up my yard waste on the designated day. I accessed the company website and told the chatbot that my yard waste hadn't been picked up, and the system told me the truck was still out servicing clients and to check the truck tracker.
The tracker said the truck had finished its route, so I told the chatbot about the tracker's report. The chatbot said it didn't understand and asked me to rephrase my question. I'd exceeded the limits of the chatbot's programmed script. The end result was that I didn't get the help I needed and had to call the waste management company to speak with a live human. (Never fear; the yard waste was eventually picked up and the grass in the bin didn't combust from the summer heat.)
AI chatbots are more like Data, the android from Star Trek: The Next Generation. These chatbots use natural language processing (NLP) to better learn from complex interactions and predict responses. When a potential client asks the AI chatbot how your company helps their particular needs, the chatbot can follow up with questions and provide more meaningful answers with a pleasant, human-like rapport.
With regular chatbots, your customer is more likely to get frustrated and have to contact a live human like I (Eric) did or, worse, lose a potential customer entirely. (You can read more about my experience and regular chatbots in general in the preceding section.) An AI chatbot can engage a potential customer for longer and have a better chance of helping them get their question answered. What's more, an AI chatbot can help your company determine whether someone needs your services or can find their answer from the chatbot or another source. For example, Figure 1-2 shows how the Sacramento law firm Dreyer Babich Buccola Wood Campora uses Scorpion's AI chatbot to filter out potential clients from those who are just fishing.
FIGURE 1-2: The Scorpion AI chatbot is ready to answer your legal questions.
We bet you dollars to donuts that the gears in your head are turning as you think about all the great ways AI chatbots can save you money. Part of that excitement may be fear of missing out (or FOMO) as you see your competition using chatbots . and you're not.
Hold up there, Sparky. Before you go to your boss or your team all wide-eyed and stumbling over your words telling them how great chatbots are, you need to know how they can help you. The following sections not only give you a good idea of how to leverage AI chatbots but also arm you with a list of answers in case your boss (or the CEO) comes at you wide-eyed and raving about chatbots.
As we mention in the earlier section "Accessing AI chatbots: The next generation," AI chatbots are good at both interacting with potential customers and helping existing customers. Here are the talking points you need to bring up in your discussions with and presentation to your team:
FIGURE 1-3: Menu options in the Elegant Themes chatbot.
AI chatbots are a great way to drive more business to your company because they can do the busywork your salespeople don't want to do:
Speaking of reducing busywork (see the preceding section), an AI chatbot is great for setting up appointments, a job your admin assistant had to do in the not-so-distant past. For example:
Your AI chatbot further acts as the assistant for your assistant by integrating with your existing apps and processes to provide good stuff, including the following:
Yes, AI and AI chatbots are cool and exciting (and, some say, a bit scary), but AI is a tool just like all the other tools you're thinking of using in your business. You need to show five things to convince your stakeholders that AI chatbots can make your company better:
Your boss is asking where the value is. The following sections give you a summary of benefits to consider; don't forget to do your research into these points so you can provide specifics about how AI...
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