4 factors that will make chatbots more personal in business

11 Nov 2016

shutterstock 143005057 930x792Chatbots are artificially intelligent platforms that interact and communicate with customers on behalf of a business entity. They are making a difference, developing a different user experience and raising customer retention and loyalty.

With the latter being vital to the running of any business, it has also become vital to have chatbots personalize their services for customers. Personalization is the best way for bots to help customer loyalty grow. It is also a feature that is quite difficult to achieve. Understanding bots, their specific uses, and above all their purpose in an entity may be the key to ensuring personalization.

1. They get to know customers through chat

Customers directly interact with chatbots by talking or messaging. The interaction is similar to conversing with a friend, only the bot can provide first-hand information about brands and products. This is a chance for any business entity to ensure a tailored, unique, and most importantly personalized user experience.

Chatbots can mimic, learn, and gain the ability to relate like a human with time. This ability is a result of the artificially intelligent platforms on which they are designed. They can remember a conversation conducted in the past, continue a conversation, and resolve complex situations by offering the right solution or service, often without human intervention. Making sure they have the pertinent tone for every customer is the challenge. Overcoming it will give chatbots the ability to be completely human-like when offering a service.

2. Their technology keeps improving

Technology is constantly changing and improving, a fact that can’t be ignored when assessing chatbot technologies. Silvia makes chatbots that can be used over a variety of messaging platforms. However, for now it lacks the ability to conduct a smooth, fluent conversation. With time, this is expected to change, and a more personalized chatbot will be able to converse, communicate, and interact with a customer without being pegged as a chatbot. Acquiring human characteristics, ensuring compatibility of the chatbots to different platforms (not just messaging), and including personalization are the main challenges. Overcoming them increases the potential to help many organizations and brands improve customer loyalty and satisfaction.

3. They can manage the flood of customer requests

The main aim of any business entity is to develop loyal customers; to do that, it must ensure top-level customer service. A business entity needs to understand the importance of having chatbot technology included in its operations. Customers are continuously sending requests, complaints, and above all queries about a company’s products and services through social media. When the pile gets left unanswered, it results in disgruntled, annoyed, and brand-irritated customers. A chatbot is the right answer, but a few elements need to be considered in the process. Such concerns include making a chatbot for the right purpose, preserving entity customer experiences, and creating ways to measure the chatbot’s performance.

4. They can fulfill internal business uses as well

Chatbot technology has been successfully deployed not only to enhance customer service and enable purchase decisions, but to offer workplace, personal, or individual assistance as well. Chatbots are useful for interacting not only through messaging platforms, but also through applications and other closed communication surroundings. This includes training employees and offering real-time information about customer interactions. The extensive abilities of chatbots do not have to be limited to messaging platforms, instead offering a convenient and personalized service to any customer any time — even internal ones.


Chatbots have the ability to do many things for a business. Which chatbot is used and for what purpose can determine the success of that business. Assess your needs and your personalization elements before purchasing and implementing a chatbot technology for your brand or business entity.



Last modified on Saturday, 12 November 2016 10:34
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