For quite some time we have known and we continue to see the growing use of Artificial Intelligence in the delivery of goods and services, and for the daily users of popular messaging apps like Skype, Facebook Messenger, we have seen digital or virtual customer service agents commonly known as chatbots.
Their usage goes beyond just providing information, customer services these are systems that can be used by companies like telecom to collect user data on how specific products are being used, just imagine what these companies can do with the collected data in regards to delivering the right products for the targeted group of people.
From booking doctor’s appointments, ordering for food, taxis among other things that one would want with a lot of comfort. We shall briefly describe what chatbots are and how they can be used.
What is a chatbot ?
In simple terms, a chatbot is a computer program designed to interact with people at a human level, in a simple and understandable way.
They are commonly designed and integrated into platforms like social media, websites and the major goal is usually to bring the business closer to the customers. The communication usually happens through texts messages however with the invention of Artificial Intelligence you can now speak directly to these bots.
Currently, IBM who seem to be leading the drive to use Virtual Assistants (chatbot) in customer support IBM’s Watson Assistant, they offer a demo on how a chatbot can be used in a banking environment.
How can chatbot be used in Uganda
Customer Support
At one point we have called support centers looking for information or guidance on how maybe we can pay for a specific subscription and let’s admit, quite often it can be frustrating not to be able to get through or when you do you are not satisfied by the service.
Customer Engagement
Once a chatbot has been designed and thoroughly trained to interact with human beings, its limitations are endless because even during off-peak hours a person can interact with a chat to have a specific issue resolved or accomplished.
Information gathering
Through a lot of chatbots companies get to know their user’s preferences like the kind of products that their customers are interested in, this, in turn, helps companies develop user specific or targeted products.
