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Chatbots in WhatsApp

May 18, 2021

What are Chatbots and how to use them in WhatsApp?

Surely lately you are seeing and hearing this word "chatbots" more frequently but... do you know what they are and why they are important for your company or business?

It turns out that in this age of the crowded Internet, given the choice, consumers prefer messaging to the usual phone call. Some 70% opt for the send a message button versus those who press the call button. In conclusion, consumers prefer text messaging over calling.

WhatsApp and consumers

This caused, to a large extent, to say goodbye to traditional means such as call centers, for example, are already obsolete. The solution that has been proposed to make both companies and consumers happy are: The Chatbots.

But a chatbot is much more than an automated messaging service, it is a very effective tool that brings great advantages.

Currently Neuronic S.R.L. has as a service an automated interaction platform capable of interacting in conversations through different channels such as WhatsApp, Telegram and even cross messages between them, incredible isn't it?

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What is a chatbot?

In a simple way we can define a chatbot as a software assistant that communicates with users through text messages. Able to integrate into websites, applications... conversing and helping users.

In a simple way we can define a chatbot as a software assistant that communicates with users through text messages capable of integrating into websites, applications... conversing and helping users.

It is a technology that allows the user to maintain a conversation through a computer system that is integrated in a certain program or messaging application, such as Facebook, Twitter, Telegram, Whatsapp, etc.

The system is programmed to interact with the customer and solve doubts, but without a physical person answering. They have the advantage that they are always available to solve the doubts of users who want to contact you at any time of the day.

Therefore, we are talking about a tool that automatically interacts with users and potential customers in order to guide them to the desired action (conversion).

Algorithms developed by artificial intelligence and machine learning allow chatbots to be able to learn. They can intuit the habits and understand the tastes and preferences of users.

Now that you have a good concept of what these conversational bots are, you can think about how to implement them in your marketing strategy. The important thing is that you are clear about why you want to create them and the solutions you are going to provide to your customers with a good conversational experience.

Having a chatbot will allow you to:

  • Start more conversations between your company and potential customers.
  • Provide instant information.
  • Filter and sort frequently asked questions.
  • Lead the customer to the most convenient paths (automate sales processes)

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You must prepare the artificial intelligence software to lead the customer to the conversation you have ready and what you want to offer them. Robot questions should not be general or open-ended, In this way you will prevent the user from going to other topics that do not interest you, that is to say, from going off on a tangent.

The main thing is to prepare the chatbot and its artificial intelligence to lead the customer to the conversation you have prepared and what you want to offer. Las preguntas del robot no deben ser generales ni abiertas ,in this way, you will prevent the user from straying from the main objectives, generating a different theme to the one desired.

How do chatbots work?

To better understand how these very helpful bots work, we must bear in mind that humans communicate in a complex way using different nuances and subtleties when having a conversation and that is what makes it a complex job to create it correctly. artificially

Natural Language Processing (NLP)

Natural Language Processing is used to break user input into sentences and words. It also extends the meaning of the text through a number of techniques such as: Converting everything to lowercase or correcting misspellings before determining the meaning of the word. This stage is where other factors such as user emotions are also considered.

Natural Language Understanding (NLC)

Natural Language Understanding helps the chatbot to understand what the user has said, the tools it uses are such as lexicons, synonyms and topics. These tools are used together as algorithms or rules to build the dialog that will tell the chatbot how to respond in the best possible way.

Natural Language Generation (LNG)

Delivering a memorable, personalized customer experience and going beyond providing pre-packaged responses requires natural language generation. The chatbot can query data repositories and thus use that information to create a response.

Conversational AI technology takes PLN and CLN to the next level, allowing companies to create advanced dialog systems .

They use memories and data of personal preferences and the own contextual understanding of the chat to offer a realistic and attractive natural language interface.

Types of chatbots.

According to their design or programming, we can generally classify two different types of chatbots:

Simple Chatbots.

This artificial intelligence software works based on a series of commands and keywords (previously “prepared”). If the user asks a question without using that keyword, the "robot" will not be able to understand it and will respond by inviting another question.

Intelligent Chatbots.

They are a higher level category and complexity. Designed around the concepts and philosophy of Artificial Intelligence, it does not work based on questions or keywords. Live chat responds with suggestions or ideas on the typed text. It goes a step further by offering a wide variety of dialog streams and providing a more natural and “human” experience.

Main functions of a chatbot.

It is already super proven that Live Chat works and is even attractive for users, but what are the features that stand out the most?

It improves customer service.

Eliminate tedious waiting in online conversations by offering automatic answers without waiting. They are also a tool to use as a search engine for words, products, services, etc...

It facilitates the purchase or conversion processes.

Just by typing a word and the chatbot (depending on of its design) will be able to send said information to whom it corresponds and carry out the pertinent action. Another very interesting task is the reminder of preferences for each user, shortening the path to a future conversion.

Personalized communication.

The improvement of the user experience is encouraged with the use of personalized communication for each user. The interaction is personal and specifies what increases the chances of ending with the desired action.

Why have a conversational bot?

If your company needs to solve some of the points mentioned below, the chatbot is the solution.

  • Answer questions about your products, services or brand.
  • Tell how your product or service works.
  • Send emails to your customers.
  • Immediate and personalized customer service.
  • Enter your customer through a more intuitive interface.
  • Initiate more conversations between your company and potential customers.
  • Take the Customer Through the Most Convenient Paths (Automate Sales Processes)
  • Wide hourly availability.
  • Filter and Classify Frequently Asked Questions.

We live in a digital world, therefore it is necessary for companies to grow at the pace of technological development.

In this hyperconnected world through smartphones, the services of instant messaging are the most used.

"Messaging is one of the few things that people use more than social networks."
Marck Zuckerberg.

Therefore, today is the time to make your business grow through tools as important as you are, generating for your company these benefits.

Benefits of implementing a chatbot.

Chatbot on WhatsApp and telegram

Reduce costs:

The chatbot does not require a full-time physical person to attend to customers. The chatbot is responsible for serving the customer in real time and at any time of the day. This allows costs to be reduced and the quality of customer service to be improved.

Greater sales conversion:

Chatbots can be programmed to guide or guide the user to do the purchase of a product or service that suits its characteristics. Get to know that data thanks to the algorithms. These are important to know what the user needs and thus increase sales conversion.

User information:

Live chats are capable of serving thousands of users at a time, extracting important information from each one such as: consumption behaviors, characteristics, questions that the user asks, etc. Although a priori some data may seem unimportant to you, they are, they will be useful for future marketing campaigns.

Improving the image of the company

Today it is of great importance to be able to differentiate yourself from competitors offering the customer added value in the product, service, attention or any other aspect of the company. A good starting point can be to improve customer service to offer a more satisfactory user experience. For this, it is key to use a chatbot that is available 24 hours a day to calm the customer's anxieties in real time.

Well, so far you already know everything you need to know about chatbot and its advantages, now we explain why WhatsApp is the ideal place to implement these automations.

Chatbot on WhatsApp.

Instant messaging and consumers.

Just as instant messaging has changed the way consumers interact with businesses, it has also changed the expectations they have of response times and ease of communication. To the point that 89% of consumers want to communicate via messaging with companies. It is important that companies understand what this means in concrete terms.

The simple The step of adding a messaging service to your website or Facebook page can have a positive impact on the way consumers see your business. Facebook reports that from a survey in 15 countries they rated the effectiveness to send messages to a company as "excellent" or "very good" compared to calling on the phone.

People tend to view company messages in a positive light. It is likely This may have to do with the ease of communicating with a business using instant messaging (as opposed to calling and waiting), as well as convenience.

Respondents expected the following from business messaging :

  • Easy to use.
  • Anywhere at any time.
  • Save time.
  • Efficient.
  • Trusted.
  • Fast.
  • Fun.

Keep in mind that one of the main reasons people prefer instant messaging over phone calls is the expectation that their questions will be addressed quickly.

Among the people surveyed, the majority expect a faster response time through instant messaging compared to a more traditional mode of communication.

How fast is fast? In many cases, people expect an instant response (defined as receiving a response in ten minutes or less). The growing adoption of chatbots is evidence of this, with Facebook reporting that in the US alone, conversation about chatbots on Facebook grew nearly 600% in 2020.

Source: ClickZ

Do you need a chatbot for whatsapp?

The WhatsApp API.

The key to being able to achieve this successful combination with chatbots lies in the possibility of accessing the key that opens the gateway to the application code, as WhatsApp itself explains on its page Official website:

"Designed for medium and large companies, the Application Programming Interface (API , for its acronym in English) of WhatsApp Business boosts your communication with customers around the world, so you can contact them through WhatsApp in a simple, secure and reliable way."

A In mid-2019, WhatsApp's decision to commercialize its API has given the ability to add or link external and/or customizable functions, opening up a world of possibilities.

For example, Let's imagine that a customer wants to know the last purchases he made from the company. This company has a Chatbot on WhatsApp, this company will be able to make available the set of client operations since it is linked to its client database.

Or why not a company that provides meteorological service can warn of weather alerts through WhatsApp linked to the GPS of your phone.

It could also be used by a restaurant where it displays all the options of its menu, make the order and make the reservation, Or ask for it so that you send it.

And going further, why not assume a “WhatsApp Store” where you can download applications that are developed under this instant messaging platform.

The number of users and their interaction .

It is seen that the number of users of this application is the largest, with 2 billion users who interact on the platform, making WhatsApp one of the preponderance sites to find, create, and contact current and potential clients.

Other One of the most important data is the time users spend on the application.

The First National Study How do Mexicans use social networks?, coordinated by Luis Ángel Hurtado Razo, an academic from the Faculty of Political and Social Sciences at UNAM, showed that more than half of the people who use WhatsApp spend on average between two and three hours a day, and 17% more than six hours.

Data that can well represent Latin America with the use of this application.

Consumers want to contact companies via messaging.

This is another piece of information on why chatbots stand out in instant messaging.

As we explained Previously, 89% of consumers prefer to communicate with companies through instant messaging.

These last 2 reasons are important at the Marketing level g Digital.

Your audience will see this message.

Currently WhatsApp or instant messaging is the most direct communication platform, think about how you use instant messaging and answer this question: How long do you spend without seeing your WhatsApp notifications? Possibly, it is not more than 5 minutes, a day when you are distracted.

Then the conclusion is that your message or rather the content of that message always arrives.

WhatsApp supports different formats

You can choose different formats, which can make communication much more attractive. Videos, audios, GIFs, images or text are some of the elements that you can insert. And why not automate a monthly account summary by sending files to clients in Word or Excel format?

It's just about using creativity to take full advantage of its great potential.

Perfect, I think it's clear why the Chatbot has become one of the fundamental tools for companies. Added to the ability to integrate with instant messaging applications such as WhatsApp or Telegram, these Bots are the protagonists of the present and future in the interaction of consumers and companies.

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