It would be marvelous if there was a modern take on the classic song by Irving Berlin “There’s No Business Like Show Business”. We know what our version would be “There’s No Business Like the Text Business”.
Text, SMS, messaging though old school, doesn’t want to fizzle out. In fact, as newer tech comes in, Text and SMSs take on a newer form and further create value. Chatbots and AI are the latest example of this.
So, lets explain what a chatbot is. It’s a computer program that simulates a human conversation via voice, text or both. Short for chatterbot (remember “Small Wonder”), Chatbot is an AI feature that can be embedded and used through major messaging applications.
Why use Chatbot?
Imagine having a 24 hour fully knowledgeable sales agent, support staff or concierge services – it simply makes things more convenient for us mere mortals. The logic – the brain and the effectiveness behind Chatbots is the use of Artificial Intelligence (AI) techniques. Some high tech and common examples of chatbot usage are Amazon’s Alexa and Google Assistant, and messaging apps, such as WeChat, WhatsApp and Facebook messenger. Locally in the GCC we see successful implementations of Chatbots used to confirm drop-off times by Aramex and banking details by Emirates NBD via WhatsApp.
The key for a successful implementation of chatbots, is a digital platform where it needs to sit on. These would typically be WhatsApp, Facebook Messenger & Websites. However, these platforms (no matter how good or deeply used they are) may not necessarily reach all customers. If a customer does not have data or is in a low data coverage area, the services are limited. There is however one platform that exists on every single mobile (no download needed), which functions without the need for data connection. You guessed it – Text Messaging.
It is simple to implement Chatbots with AI and link it to Text Messaging. Customers can SMS a request and like any other messaging platform, the system can verify the mobile number and respond spontaneously.
We have understood that SMS Chatbots are a great option for outbound communications when email, phone calls or other channels fail. Remember SMS open rates are 90% compared to 20% for emails.
Hence, with the right platform, a two-way SMS Chatbot is easy to set up. Some platforms, such as ours at Precise Communications, can integrate several Enterprise SMS Solution tools to send large numbers of personalized messages and hold multiple communications with customers simultaneously.
Automated SMS Chatbots can be used for multiple scenarios such as:
- Booking appointments
- Re-confirming customer details
- Sharing account or exchange rates
- Start a support process with an agent
- Confirm or re-route deliveries
- Checking Loyalty points
- Conducting live post purchase surveys
SMSs may have operator costs for sending an SMS. However, in the long run, a successful interaction generates sales and reduces costs by improving service levels. To implement SMS based Chatbots or for Chatbots for your Website, Mobile Application or KIOSKS, please speak to one of our team members.