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Goal-Oriented Bots: How to Elevate Customer Experience with Chatbots

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Have you ever found yourself stuck on hold for what seems like an eternity just to speak with a customer service rep? Chances are, you have. Waiting on hold for an extended period can be downright aggravating and time-consuming, particularly when you're dealing with an urgent issue.

Unfortunately, situations like these are all too familiar. But why do they persist? The primary culprit is the complex task of establishing business process automation. While some reasons for this are financial, others are related to knowledge. Business process automation requires specialized technical knowledge and a willingness to change established processes.

However, a lack of automation can lead to numerous problems for businesses. For example, customers may become dissatisfied and stop using the business, resulting in a loss of revenue. Moreover, customers may experience longer wait times for assistance, further adding to their frustration.

On top of losing customers and revenue, businesses without automation may struggle to maintain accurate records and track customer interactions. This can result in missed sales opportunities, decreased efficiency in handling customer inquiries and complaints, and further customer dissatisfaction.

What's more, businesses that solely rely on human customer service representatives may encounter language barriers and limited availability, particularly when serving a global customer base. 

What's the solution for Businesses? Goal-Oriented bots to the rescue! Yes, we're talking about Goal-Oriented Bots (GoBots) - and no, they're not a new breed of Pokémon!

What is a Goal-Oriented Chatbot?

In a nutshell, Goal-Oriented chatbot is a dialogue system based on neural networks trained to solve specific tasks related to customer interactions. What's special about them is that they're trained to help with specific things instead of trying to handle everything. Using cutting-edge technologies like deep learning and natural language processing, they can understand what customers need and provide them with great answers. Pretty amazing, right?

You're probably wondering what deep learning and natural language processing are all about. Well, NLP is a fancy technology that helps machines understand human language. This means that chatbots can read what you say and figure out what you mean, even if you don't say it exactly right. It's like magic!

Deep learning is another cool technology that helps bots learn even more. It's a way to train the bot by showing it lots of examples of what people say and how the bot should respond. This can help the bot get better and better over time, so it can give you the best answers possible.

When you talk to a goal-oriented bot, it can understand what you're saying! It uses NLP technology to figure out what you mean and then deep learning algorithms to pick the best response. And the best part? The bot can respond in a way that feels natural to you! No more weird, robotic answers - just real, understandable language.

So, let us tell you - these goal-oriented bots are amazing! They're designed to make customer service a breeze. Instead of waiting on hold or getting transferred around, you can talk to a bot and get the information you need right away. This can make customers super happy and more likely to stick around for the long haul!

What are the Benefits of Using GoBots in Customer Service?

We're excited to share with you the many benefits of using GoBots in business. Let's take a closer look at each one.

Improved customer service

One of the biggest benefits of using GoBots is improved customer service. GoBots are available 24/7, which means customers can get quick and efficient responses to their inquiries, even outside of regular business hours. Plus, GoBots can handle multiple inquiries simultaneously, making things even faster and smoother for your customers.

Enhanced marketing efforts

GoBots can also help businesses reach out to potential customers in a personalized way. By analyzing user-bot interactions, we can learn about users’ preferences and behaviors, allowing you to create marketing campaigns that are tailored specifically to your customers. With personalized recommendations and special offers, your customers will feel like you understand them, leading to increased sales and business growth.

Streamlined internal operations

Another benefit of using GoBots is streamlined internal operations. They can automate communication and speed up reactions for crucial processes such as HR, recruitment, IT support, and many other internal services. Employees can get quick and easy access to all the information and resources they need, which leads to increased productivity. Additionally, GoBots can take on some of the workload of human agents, freeing them up to focus on more complex tasks that require a personal touch.

Cost-effective solution

GoBots are also a cost-effective solution for businesses. They don't require a lot of resources to operate, which means you can save money and time. Plus, they can handle multiple tasks simultaneously and easily integrate with the systems you already have in place, so you don't need to invest in extra infrastructure. 

High level of scalability

Finally, GoBots can help businesses scale up and grow. As your business expands, things can get more complicated, with more customers and internal operations to manage. But GoBots can handle all the extra work by automating tasks and providing super-efficient support, allowing you to focus on other important areas of expansion. With GoBots taking care of things, you can be confident that your business will be able to handle whatever growth comes your way!

Overall, GoBots are an essential tool for businesses to stay competitive in today's market. With the growing demand for automation and AI-powered solutions, GoBots are the perfect tool to help businesses increase efficiency and save time.

Are GoBots Perfect? Let's Look at Their Challenges.

Unfortunately, no technology is perfect, and GoBots are no exception. One of the biggest challenges is the amount of data required to train their deep-learning natural language processing algorithms. This can be particularly difficult for niche industries or specialized tasks. Additionally, GoBots require regular maintenance and updates to provide accurate responses and remain effective. While GoBots are excellent at handling simple inquiries, more complex or nuanced questions may be more challenging. It is therefore crucial to set clear expectations for what GoBots can and cannot do to avoid customer frustration. However, with careful planning and effort, GoBots can be a fantastic addition to your business.

Another challenge is ensuring that the bot aligns with your company's brand voice and values. Your bot's responses and interactions should reflect your company's tone and messaging to ensure consistency across all customer touchpoints.

If you encounter any issues with your GoBots, there are steps you can take to address them. Investing in bot management software can help ensure that your GoBots are secure and up to date. You can also gather data and analyze it to improve your GoBots' skills and teach them to handle more complex tasks.

How to Connect GoBots with Mobile Phones

There are several ways to connect GoBots with mobile phones, depending on how they are implemented. One option is to use popular messaging apps like Facebook Messenger, Slack, or Telegram, which are all available on mobile devices. This allows users to interact with the chatbot through the messaging app installed on their phone.

Another way to connect GoBots with mobile phones is to develop a custom mobile app that incorporates the chatbot's functionality. This approach provides a more seamless experience, allowing users to interact with the chatbot directly within the app.

Alternatively, some businesses may opt to use SMS or text messaging to enable users to interact with the GoBot. This approach has broad compatibility, as most mobile phones support sending and receiving text messages. However, it may have limitations in terms of functionality and user experience compared to using a messaging app or custom mobile app.

Let's take a deeper look into how GoBots work.

GoBot is built using the Go programming language and provides an easy and flexible way to create chatbots. The basic GoBot design consists of three main parts: the user interface, the bot, and the handler functions. These components work together seamlessly. Here's how it works:

  • The User Interface is the platform where you can interact with the chatbot. It can be an app or website where you can send messages and receive replies. With GoBot, you can use a variety of messaging platforms, such as Facebook Messenger, Slack, and Telegram.
  • The Bot is the brain of the chatbot. It's the most essential component that understands your messages and generates replies. When you send a message, the bot receives it and sends it to the appropriate handler function to determine the next step.
  • Handler Functions are like the tools that the chatbot uses to get things done. Bot analyzes request, determines intent and handler functions can then act on them (i.e. book a hotel/flight, get additional information out of external database or the web). You can use handler functions to do a wide range of tasks, such as answering questions, scheduling appointments, or placing orders online.

GoBot Enhancements: Speech-to-Text and Multi-Language Support

Do you want to know more about enhancing GoBots? Keep reading!

Integrating Speech-to-Text (STT) and Text-to-Speech (TTS) models into the GoBot service allows for voice interactions with the system. Open-source STT/TTS models are freely available under an MIT license and work exceptionally well. Multi-language support is another interesting feature, which can help non-English speakers access the bot's features without issues. Separate SST, TTS, and machine translation modules can be built and run on project servers, or external services could be utilized. The final decision should depend on costs and the desired quality of outputs.

Overall, GoBots are adaptable and scalable. By incorporating various models and external APIs, companies can create customized and effective services that cater to their customers' demands. As GoBots continue to advance and progress, they can transform customer service and generate fresh prospects for businesses.

What are some examples of GoBots in various industries?

GoBots are being used in the healthcare industry to provide personalized care and support. One great example is Buoy Health's symptom checker bot, which helps patients identify the care they need and recommends treatment. Another is the GoBot created by 1mg, which provides patients with information about their medications, including dosage and side effects.

In the finance industry, GoBots are helping customers with tasks such as account inquiries, fraud alerts, and managing their accounts. Capital One's Eno GoBot and Mastercard's KAI GoBot both offer financial advice and assistance to customers.

E-commerce companies are also utilizing GoBots to assist customers with product recommendations, order tracking, and returns. H&M's Anna GoBot offers style recommendations and helps with orders and returns, while Sephora's Virtual Artist GoBot helps customers find products that match their skin tone and try on virtual makeup.

These examples showcase the versatility and usefulness of GoBots in various industries. As more companies adopt this technology, we can expect to see even more innovative and convenient ways for customers to interact with businesses.

Tensorway’s Case Study: Concierge AI App 

At Tensorway, we have developed an incredible concierge AI app that caters to travelers' needs. The app is designed to provide an exceptional experience to both business and personal travelers. We have integrated artificial intelligence technology into the app to enhance the user's experience, making it more enjoyable.

Our solution comprises several parts that work seamlessly together to offer the best possible experience:

  • Dialogue system that enables customers to interact with the app and can be integrated with external devices.
  • Core service that manages customers' requests automatically or with the support of staff.
  • List of external integrations that automate possible services such as ticket purchases, booking, taxis, and more.
  • Payment system to handle accounting.

There are three main roles in the app: customers, admin, and staff, and each interacts with the software differently:

  • Customers can make a request via text message chat or voice assistant and receive a series of tailored questions from our concierge assistant. Our system fulfills the customer's request using automated third-party integrations or assigns a friendly staff member to handle the task personally. These staff members receive their tasks from the admin panel or app to ensure all requests are fulfilled.
  • Admin is responsible for managing all the top-level data in the app and has complete control over everything to ensure a smooth experience for users.
  • Staff resolves any unresolved requests and is great at handling conflicts that may arise.

GoBots have proven to be an excellent solution for various industries. They can improve customer service, streamline operations, and save costs. By using deep learning natural language processing algorithms, GoBots can provide personalized and efficient service, leading to happier customers and better business for everyone.

Of course, there are some challenges when implementing GoBots, but businesses that successfully use them can gain a significant advantage over their competitors. It's crucial to understand the benefits and challenges of GoBots before using them and keep an eye on their performance to ensure customer satisfaction.

If you have any questions or need help with GoBots development, you know what to do! Tensorway professionals are at your service - just reach out.

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