WhatsApp Chatbots: AI and the Future of Customer Engagement
TL;DR
- AI chatbots have seen accelerated growth in the past few years with advancements in the technology used therein such as NLPs, machine learning, etc.
- They can be used for handling routine queries and escalating complex issues to human agents
- Two AI models available that deal with this are OpenAI’s ChatGPT and Google’s Bard
- Bard is great for simulating human conversations and is updated with new information, but it lacks robust historical records of prompts and falls short when it comes to coding or technical questions
- ChatGPT can summarize information and interpret user inputs effectively but requires payment to access a model with the latest data
- Industries that can use AI chatbots in their services include BFSI, E-commerce, and Healthcare, whereas most other industries can use it for customer service and support
The Rise of AI in WhatsApp Chatbots
Artificial intelligence (AI) in chatbots has witnessed an unprecedented rise in recent years. Chatbots, once rudimentary tools for basic customer support, have evolved into sophisticated AI-driven systems capable of handling complex conversations.
The surge in AI-powered chatbots can be attributed to the advancements made in natural language processing (NLP) and machine learning. WhatsApp chatbots can now understand and respond to human language nuances, making conversations with them more fluid and human-like. This has made them invaluable for businesses trying to improve customer communications without increasing operational costs.
You may ask, how can AI help with specialized support?
Chatbots can be programmed to escalate certain user requests to relevant support staff. It is also able to interpret customer support requests with its ability to understand human conversations. A robust chatbot flow also helps in this regard. You can arrange predetermined responses with buttons that create a set flow of questions and answers. Any queries beyond this can be redirected to a customer support executive so that it can be addressed properly.
In line with its popularity, the adoption of AI chatbots is poised to grow. As AI technologies continue to advance, WhatsApp chatbots will become even more sophisticated. Additionally, as businesses seek to improve customer service, the cost-effectiveness and efficiency of AI chatbots will make them increasingly indispensable.
Choosing between Models
When it comes to choosing an AI model to use with your WhatsApp chatbot, there are two options that come to the forefront. These are OpenAI’s ChatGPT and Google’s Bard. Both are great for handling customer requests but have unique merits and demerits that can affect your choice of them.
Bard
Pros:
- Bard is great for simulating human-like conversations
- The free public version of Bard can access updated information on the latest topics
- It automatically provides multiple drafts of responses so you can choose an ideal one.
Cons:
- Bard is not as good as ChatGPT when it comes to coding and technical questions.
- Bard does not retain previous conversations as well as ChatGPT. Even though it creates multiple drafts, it is not possible to rework a draft that you prefer amongst the others.
ChatGPT
Pros:
- ChatGPT is able to summarize data more effectively than Bard
- It is also better at processing texts and understanding requests inputted by customers.
Cons:
- ChatGPT is trained on a dataset pulled from sources like Wikipedia, scientific journals, and news articles. Due to their disputable nature, data needs to be verified. Additionally for free users data prior to September 2021 is not available.
- You have to pay to utilize the latest data available. Integrating ChatGPT with your chatbot can be costly if you have to maintain the additional overhead charges for effectively utilizing it.
Industries Using Chatbots
E-commerce: Retailers are leveraging chatbots to offer personalized product recommendations, answer customer inquiries, and facilitate transactions. Chatbots can analyze customer preferences, purchase history, and browsing behavior, providing tailored suggestions. This can enhance their shopping experience and drive sales.
Healthcare: Chatbots can assist patients in scheduling appointments, provide medical information, and offer immediate guidance in emergencies. They reduce the burden on healthcare professionals, streamline administrative tasks, and ensure that patients receive timely assistance.
BFSI: Chatbots are capable of processing and analyzing vast amounts of financial data, providing customers with actionable metrics. They can provide assistance with account inquiries, transaction history, and even financial planning. Additionally, they can detect fraudulent activities, providing an additional layer of security in online banking.
Customer Service: Businesses are using AI chatbots to augment their support teams. They can handle routine inquiries, freeing up human agents to focus on more complex issues. They can also provide instant responses, ensuring quick assistance and enhancing customer satisfaction.
Concluding,
The rise of AI in WhatsApp chatbots has revolutionized customer engagement across industries. They have evolved from simple support tools to sophisticated systems that enhance user experiences and drive business. As technology advances, the future of AI chatbots looks promising, promising further innovation and transformation in customer interactions.
At kwiqreply, we help you fully leverage the
features of the WhatsApp Business API for your organization. kwiqreply is a trusted WhatsApp
Business Solution Provider that has helped companies scale up their sales and customer
satisfaction. It brings you tried and tested features like bulk messaging, custom message
templates, quick response message buttons, etc. Combined with WhatsApp’s capability for
media-rich messages, you can send visually appealing messages and gather data for your surveys.
So, seize the opportunity, leverage WhatsApp's potential, and propel your business toward
sustainable growth and success! Know more about WhatsApp Business API’s features and start
sending surveys by checking out our website today!
Click here to book a free demo and let us show you how you can do more business with WhatsApp.
Read more blogs like this -