Chat bots: the new revolution in customer service

In order to clarify concepts, we must say that a chat bot is a robot, Sure, but do not imagine a robot similar to those of "Star Wars" sitting at a computer. 

This type of bots are actually a conversational software ,which using a database of predefined answers, and the combined use of artificial intelligence with machine learning, allows an interaction that simulates, with enough efficiency, that one between user-flesh and bone agent. 

Without a doubt, efficiency and cost cut. 

If we have a machine that can simultaneously assist virtually all users that interact with our eCommerce, and does so, moreover, almost instantly, productivity boosts with respect to that same work done by a person. 

We said that it also saves costs and that is obvious. No matter if it is because our company is still small and we cannot afford to hire specific staff for these tasks yet, or because we are growing, but we want to maintain the investment controlled in this area, chat bots can be an affordable solution. For example, Aivo Agent Bot service starts at $ 240 a month). 

They are also tools with an exponential improvement capacity. One of the outstanding features of machine learning is, precisely, that the more it is used and greater interaction with the public is, the more it learns, improves and grows. It is gaining value while it is used. 

In the end, everything involving automate tasks represents the possibility of freeing resources to work on other more strategic tasks which require greater human participation. 

Any progress has its negative side, Chat bots too, still recognizing their great utility. 

The main problem is that the human touch is lost. When we talk about customer service there are some aspects that can hardly compensate for artificial intelligence no matter how advanced it is. The software lacks the ability to empathize; at the end it moves based on parameters set by an algorithm, but human relationships are not always ruled by logic. 

There are certain tasks that may be too complex for a robot. Ok, it can be very efficient for collecting online pizza orders (as real example), but... would it be that effective if we ask it to recommend us a piece of furniture for the living room, taking into account that the walls are painted of a certain color and that we do not like wooden furniture? 

Indeed, robots can sell simple products from a closed catalogue very well, but they are not able to make a subjective recommendation based on other parameters than those they already handle. They are sellers but not salespersons. 

Finally, it must be said that one of the main advantages can be also a disadvantage. As they are often transparent to the user, we may make him think he is being assisted by a person, so that lack of empathy will be interpreted very negatively. 

These tools are becoming increasingly popular and varied: not only we found in the typical live chat format with its windows integrated in the own stores. 

Mobile apps are using this technology. We must not forget about the work that Facebook is doing in this regard. The commitment to become a provider of this type of services related to artificial intelligence is very clear, and many brands are joining the e-Commerce revolution via the social network. 

But let's see some examples to better illustrate what they can really contribute to eCommerce and business in general. 

The first example is simply amazing and comes by the hands of the Swedes from IKEA, so present lately in our blog. 

To begin with, it integrated Anna, its assistant bot, many years ago, within its digital strategy. We are always amazed by the power of this brand, reaching the point of having customers who are able to develop chat bots like this Build Bot, that helps us build our furniture. The truth is that IKEA was the only that could have occurred this because it is brilliant. 

Its bot is really good, mainly because it gives the customer a plus. It serves to locate the nearest store; but that is not what makes it special. What makes the difference is its automated recommender of recipes. 

Obviously, we are redirected to Whole Foods website that so that we can read the recipe, and while we are at it, buy the ingredients needed to make it. We said that chat bots are salepersons, but they can make recommendations based on data stored and experience. 

Anyway, as you can see, it is true that chat bots customer service will be one of the next big trends. But do not think that virtual assistants will replace humans. In fact, it would be logical to evolve to a mixed model in which machines do repetitive tasks and people add the "fine" touch.