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The Rise of Chatbots for Apps

With the digital world growing ever larger by the day, many businesses are struggling to deliver the high level of customer service that consumers have grown to expect. Those that still look to provide it in the conventional ways (calls, messaging, face-to-face) are bogged down by substantial wait times and extreme staffing requirements. Have you ever spent hours on the phone to a bank simply to ask a basic question? There are likely thousands of customers worldwide who are asking the same questions with the business simply being unable to keep up. This gives rise to services such as call center outsourcing where the customer-facing branch of a business is carried out by a third-party company, something that can negatively impact brand view. Businesses providing app solutions tend to be some of the most highly affected due to their teams being comprised of mainly designers and developers. A great way to circumvent this challenge is through the use of an app chatbot, an easily implementable customer-service solution that -for the most part- runs 24 hours a day and converses with countless customers at a time.

What is a Chatbot?

At its core, a chatbot is an AI program designed to act as a sales rep and customer service provider. Through the use of machine learning and a carefully constructed algorithm, a chatbot can converse with a client in much the same way a real person would; providing advice on products, answering queries, and even directing consumers to real people for more complex issues. Chatbots come in all shapes and sizes, offering a plethora of customisation options and can even match up to a business’ tone of voice to provide an authentic on-brand experience.

There are various levels of complexity to a chatbot with some of the most developed utilising high-level machine learning to remember previous conversations and hone their interactions to provide maximum clarity. When correctly utilised, these can simulate conversation to the point where less tech-savvy users might not even be aware that they aren’t talking to a real person. On the other side of the spectrum, you have Linguistic chatbots, systems that look to recognise verbal queues and keywords to provide answers to popular queries. Of course, this means that they aren’t always equipped to deal with more complex situations and can be completely disoriented by misspellings or strange word orders.

The Rise of The Chatbot

People are expensive, a lot of people are expensive-er, this was likely the thought process behind many a business’ decision to cut down on staffing. While the well-documented formula of fewer expenses equals more money seems to still be in effect, the customer service required to keep consumers happy is likely the same. An app chatbot can help to mitigate many of the basic queries a business receives with only the most complex actually needing the attention of a person.This allows for far greater focus on actually resolving issues and allows many customer service teams to function effectively even with smaller team sizes.

Even though they are frequently designed to emulate humans to as high a level as possible, chatbots aren’t human. This means that they can be available 24hours a day, to countless customers at once, and in multiple difference languages and dialects.

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