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[NetEase Smart News March 25 news] Why isn't there a good chat bot? This is one of the questions I am often asked about, which may be twice a week on average. This depends on how you define "good". In my opinion, the definition of "good" is a kind of magical creation that allows you to talk to the machine and make you feel completely invested in the work. Of course, I haven't found such a "good" chat bot. But honestly, why do you want to chat with the machine? You should go out more.
I suspect that the reason behind this is the hype surrounding the word "chat robot." Personally, I hate the word and you will never hear me use it to describe these "things" or "chat bots."
Technology should be used to solve problems
So for the chatbot to succeed, it needs to have a goal to find out what you want to get from the chatbot and what you want to do? You should ask if there is a “successful†chatbot, instead of asking There is no "good" chatbot. This is an easy question to answer, yes, there are indeed many examples of successful chatbots. However, to define a successful thing, it needs to have a goal.
A famous musician with a loyal fan base receives hundreds of messages every day through Messenger. This information is usually ignored and they are now answered. Indeed, chat bots cannot answer all questions. It cannot be artificial intelligence, but you should not be surprised because different people always ask the same questions. Assuming that there are 100 different people each day, more than 35,000 messages can be replied every year. This will comfort many people who are missing or frustrated.
Any customer support representative will tell you that 80 of the 100 customer support requests are almost identical. This means that 80% of the responses can be easily defined in this process.
More than 35,000 missed opportunities each year are no longer missed
A retailer in North America wants to increase incremental revenue per online transaction, increase efficiency, increase self-service rates, and provide a consistently enjoyable and engaging experience across all channels. In six months, the retailer maintained 55% of customer contacts using chat bots. Customers can solve their problems without having to contact a human agent or make a call. This greatly reduces their need for resources and can save up to $1.6 million in contact costs.
Saves $1.6 million in contact costs
Compared to Hardwell's weekly vote on his podcast, fans can vote on his website in the past. Now they can vote through his Messenger account. His weekly votes are about 100 times that of his website. In addition to the main purpose of voting, fans can now interact with him in different ways. They can ask him the time of his next tour, understand his latest music, and even make a loud shout for his weekly podcast. This is the definition of great success.
Compared to their website, the weekly action through Messenger has increased by 100 times
Another of our customers is pushing a lot of contacts and they now use Messenger as an instant messaging tool. This is a messaging channel. This allows them to deliver information to customers so that their customers can communicate information in a frictionless manner and produce far better results than e-mail. They see a 99% reading rate and an average 21% click rate. Let's look at some numbers correctly: This means that in order to get 1000 users interacting through Facebook Messenger, about 30,000 users will need to sign up for an email list in order to get the same return.
Every 10,000 Messenger users need 30,000 email users to get the same result
When you don't have your own chatbot to monitor and analyze usage, the power of these chatbots can be easily misunderstood. One of the main reasons for this phenomenon is that these things work exactly the same reason. They are private communications and outsiders cannot listen to conversations or use chat bots. In other words, from the outside, you don't know how successful they are. This is "dark social" and it is one-on-one communication. This is one of the many powerful features of these chatbots. The next time you think about "why don't you have a good chatbot?", ask yourself what your true definition of "good" is.
(English source /readwrite, compiler / machine Xiaoyi, proofreading / small)
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