How to choose an agency to create a chatbot

Due to the increase in the use of artificial intelligence in companies and the consequent increase in the offering of this type of solution, choosing the best chatbot platform can be difficult.

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Chatbots can be used across different channels in your business and for various applications. First of all, the ideal model depends a lot on the need and complexity of the project.

However, there are some features of a good chatbot platform that can be considered essential for you to develop a customized project that meets the demands of your company.

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In this article you will discover what are the main features of a chatbot platform capable of serving a complex project and learn about recent use cases implemented by Push. Let’s go!

Advantages of chatbot in communication channels

If you’re reading this article it’s because you already know how chatbots — scheduled agents that simulate a human conversation in a chat — can offer advantages for communication between a company and its audience.

And you’re not alone. The presence of chatbots in corporate communication channels has increased exponentially in recent years.

According to the research Map of the Brazilian Bots Ecosystem (Mapa do Ecossistema Brasileiro de Bots), 2019, produced by Mobile Time, there was an incredible 258.8% increase in the number of chatbots developed in 2019, compared to the previous year.

There are many advantages of using a chatbot in your company’s communication channels:

  • Support available 24 hours a day, 7 days a week;
  • Automation of processes and operations;
  • Optimization of online purchasing processes;
  • Reducing operational costs related to customer service;
  • Improving the experience user, reducing waiting time and ensuring interactivity and participation;
  • Ensuring a scalable and financially viable service;
  • Integration with multiple digital service channels such as WhatsApp, Facebook Messenger and Telegram;
  • Integration with various CRM, ERP or live chat tools;
  • Possibility used for countless applications, such as answering frequently asked questions, sending post-sales messages, and even capturing and training leads!

So, by understanding the advantages of using chatbots in your company, it’s time to plan the implementation of a successful strategy.

To do this, you need to understand what types of chatbots exist on the market and know which one is ideal for your project.

The ideal type of chatbot for your project

Chatbots are built based on automated communication software and operate on pages, blogs and messaging.

There are two types of chatbot: rule-based and artificial intelligence.

Rules-based chatbots work with specific keywords and commands. Thus, if the user says something he doesn’t know, the chatbot transfers it to a human collaborator.

Chatbots that add artificial intelligence learn with every interaction and develop with the experience of previous chats.

For the success of a chatbot project, it is necessary that it can be customized for a tailored service and according to the particularities of your business.

Thus, it is clear that for the execution of complex projects, artificial intelligence chatbots are the most recommended, because they understand and learn with verbal language.

And that is only possible thanks to a specific area of artificial intelligence called Natural Language Processing (NLP). Go with more details to continuation.

How the PLN acts in building a smart chatbot

NLP — Natural Language Processing — is primarily responsible for a chatbot to understand and interpret human languages.

When integrated into the chatbot, it allows the robot to identify a context, perform syntactic and semantic analysis, translate, compile summaries, absorb information, and extract lessons from every interaction it has with a user.

Technically, NLP is quite complex and includes a series of processing and approaches that allow the machine to understand human languages.

However, despite being complex, NLP technology is in various areas of communication and the trend is for it to grow even further. We can cite dialogue systems, application of questions and answers, understanding natural language and automatic translation.

For a project complex, it is essential that the chatbot platform chosen can be integrated with a PLN so that the chatbot is smart and manages to answer, understand and help the user.

Basic requirements for a chatbot platform for complex projects

So far, it is clear that a chatbot that meets the demands of a complex project should be of the type that adds artificial intelligence (not working only with rules) and that makes integration with NLP technologies possible.

But that’s not all. Before hiring a chatbot platform, it is also recommended to check if it meets these basic requirements:

Presence and possibility of integration into different customer service channels;

  • High level of customization;
  • Configure cognitive flows;
  • High quality customer service;
  • Practical and intuitive data management;
  • Information security of data obtained from the customer;
  • Possibility of creating performance reports;
  • Possibility of integration with various tools such as ERP, CRM, live chat and others.

Complex Chatbot Use Cases: Push Chatbots Platform and Bothub

In other words, and to better illustrate the importance of a high-quality chatbot platform for the success of complex projects, we will teach two cases of use of these Ilhasoft technologies.

With our Push Chatbots Platform integrated with the PLN (Bothub) tool, automated care projects in the fight against Coronavirus were built to support the population during the pandemic.

UNICEF

The first case is the United Nations Children’s Fund (UNICEF), in partnership with Ilhasoft and the technology and digital stake company Talk2U.

In this project, a Chatbot integrated into the WhatsApp app so that users can ask questions about COVID-19.

The chatbot answers user questions about the Coronavirus, based on information and data from official communications from the Brazilian Ministry of Health, the World Health Organization (WHO) and UNICEF, creating an interactive virtual experience. See the full article here.

Government of the State of Ceará (Brazil)

The second case is the Coronavirus Guard (Plantão Coronavírus) of the Ministry of Health of Ceará, which created a virtual care service to guide citizens about the disease.

The developed platform is available on websites, on WhatsApp and Facebook Messenger of the Government of Ceará and the Ministry of Health.

The chatbot helps identify suspicious cases, offers specialized guidance from professionals on the right time to search a health unit and measures to address the disease.

When the user starts a conversation with the chatbot, he enters into a dialogue with an artificial intelligence system that reviews information about the Coronavirus. Based on the user’s responses about symptoms, the chatbot can transfer the conversation to a human professional.

In this case, the chatbot acts not only as a source of information, but also performs user triage. You can learn more about this project here.

Do you see how chatbots are incredible solutions for your company’s communication? With them it is possible to automate different demands and leave your team free for more complex and strategic tasks.

Therefore, it is very important that you choose an intelligent chatbot platform capable of meeting the demands of highly complex projects.

For a safe choice, get to know Push Chatbots better Platform y elBothub!