Tech 101: ChatBots

ChatBots are slowly taking over some of what mobile apps do. People can now book a ride or a hotel, check their bank balance or order a pizza from a social media messaging app. There is no app to open and wait for, you type your request in a chat.

What are ChatBots?

ChatBots (short for chat robots) are computer programs that mimic human conversation using artificial intelligence. Bots can understand and learn from conversational language, so they can get smarter with each interaction.

A chat bot works a lot like a virtual assistant. It lets a company give users an immediate answer to basic or frequently asked questions, whatever the time of day, and that frees the real customer service team for the more serious customer concerns.

ChatBots x Facebook Messenger

In 2016, Facebook opened its Messenger platform to third party chatbots, so companies could build on an app their customers already use every day.

Messenger has 1 billion monthly active users, so social messaging is clearly everywhere. SMS and email are declining, especially among people 35 and younger, and instant messaging is now the millennial generation's way to communicate, which makes chat bots easy to adopt.

How companies are using chatbots

1-800-flowers

1-800 flowers was one of the first chatbots available in Messenger. You order and customize flowers by chatting with the shop's bot.

Mark Zuckerberg said it himself: "It's pretty ironic: To order from 1-800-Flowers, you never have to cal 1-800-Flowers again"

Uber

Users of the ride hailing app can now request a ride from the Messenger app, or even download the Uber app from there. Ride receipts and status come through Uber Messenger, so you don't have to leave Messenger when you are in a hurry.

MrsClean

We built this chatbot for a local home-cleaning service. Their reputation for cleaning homes and offices had them getting non-stop Facebook messages with inquiries. Most of the staff are out cleaning during the day and asleep at night (they're human, after all), and they worried they were losing clients to slow replies and inconsistent answers.

We worked with Mrs. Clean to map out the flow and automate it with their Facebook messenger chatbot:

Chatbots make it easier for customers to work with you. If you think one could help your business, send us a message at info@sym.ph, although, ironically, a chat bot won't be the one replying.

See more chatbot ideas here.

Sources: Hubspot.com, Messagingservice.com