THERE’S A BOT FOR THAT:The Rise of Artificial Intelligence on the InternetBots are the hottest trend in technology, and they’re about to radically change how companies and consumers communicate.

Not sure what that means for you, or what a bot is in the first place? Keep reading to see what the interaction might look like if you asked a bot to explain itself.

Bots can personalize interactions

Bots can adjust responses based on

context such as conversation history

and customer information

Bots can respond even when they

don’t understand the question, and they can have a sense of humor

Bots can provide more detailed information by

responding with relevant links

Bots can initiate a new interaction to re-engage the

customer

The customer can click to

choose an option

Bots can provide options to guide the conversation

Hi, Chatbot

APR 26, 3:23 PM

What is a bot?

What is a chatbot?

Tell me more

Can you give me an example?

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Why are bots important?

Why should my company use a messaging app when we already

have our own app?

Hi John, what can I help you with today?

A bot is a piece of software that leverages artificial narrow intelligence to perform specific tasks in place of a human.

I’m a chatbot! Think of me as your online concierge, designed to simulate human conversation.

I work within apps like Facebook Messenger to immediately answer your questions on behalf of a company or brand.

I use natural language processing to understand the intent of a question and respond with relevant information pulled from a company’s website, FAQs, knowledgebase, etc. I can do things like provide flight information, look up order history, and show product suggestions.

I can also allow customers to make reservations and purchases without leaving the messaging app, and can even follow up with cart reminders and coupon codes.

You could ask a retailer if they have an item in stock at your local store. Depending on the answer, a bot could offer to hold it at the store or deliver it to you from the warehouse.

It looks like you fell asleep on your keyboard! When you wake up, try asking a question like “Why are bots important?”

65% of consumers interact with companies via chat, up from 43% only three years ago.¹ By automating chat using bots, you can afford to meet your customers’ expectations for 24/7 access and immediate responses.

Here’s a link with more about consumer demand for chat:

We Need to Chat: Why Typing Is the New TalkingAstute Solutions: The average American exchanges twice as many text messages as voice calls every...

Read Blog Post

The great thing about using a messaging app is that consumers can talk to you just like they talk to their friends, on a platform they’re already comfortable with.

But you could also add a bot to your existing app to offer an even better customer service experience.

We were having a great conversation – let’s keep going! Do any of thesetopics interest you?

APR 26, 5:23 PM

Are bots the same thing as robots?

Was the Terminator a bot?

Will bots replace humans?

Great question! No, bots won’t replace humans. I’m great at sifting through lots of information quickly to find an answer, and I can handle simple transactions like purchases.

But as cool as I am, I don’t have the nuance and analytical thinking that some situations require.

That’s why I’m programmed to recognize when I’m out of my league and seamlessly escalate to a human counterpart.

¹Your Customers Don't Want to Call You, Forrester (Feb 2016)

To learn more about chatbots and the role they can play in a customer-focused experience, view an Astute webinar www.astutesolutions.com