From Live Chats to Chat Bots

Live Chats are one of the most useful features an online store can offer to its customers. The idea is simple: the store’s website shows a small window in which the user can interact (chat) directly with a representative of the company. Fast, transparent and easy for the customer. 29% of today’s contact centers offer Live Chat technology to the customers they serve, and it’s expected to grow to 64% in a couple of years.

But what is the drawback? Behind the live chat windows there is always an actual person interacting with the customer. Even in the most advanced contact center, a person can only serve 1-2 people at a time. And in the age of mass services, when hundreds or thousands of customers at a time can contact a company to ask for support, all these methods make it necessary to have hundreds or thousands of staff in order to deal with all those customers. In short, it’s hardly scalable, it’s expensive, and requires a very large infrastructure (particularly on the training side) to make it work. Worse, imagine if you own a small store or company and you have to do it all by yourself. What then?

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In the last few years, the answer finally arrived: don’t engage yourself in answering all possible questions from every customer – let a robot do it for you. This sounded like science-fiction, but it’s exactly what chatbots (short by “chat robots”) are: robotic (automated) processes that listen to a user and provide the answers the user needs.

They are fast: the answer is provided in seconds. They are always available (bots don’t sleep). They can respond to a million queries in a minute; they don’t mind answering the same old question over and over again. To use an actual example, a chatbot of a global fashion leader company (operated by Bitext) has gone from serving 50 users a day to more than 10,000, over only 4 months of operation, once the users have seen that it worked. How many persons would be necessary to assist all these people with Live Chat, by phone or via other channels?

Download our Multilingual Synthetic Training Dataset to discover how you can get your own useful chatbot up and running in minutes.

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