Developed from natural language processing technology, VinBot is capable of processing more than 10,000 requests simultaneously, with a response speed of 0.1 seconds, improving user experience and innovating customer service.
According to Salesforce, 69% of customers prefer chatbot as it provides faster speed when connecting and interacting with businesses. The report of the MIT technology review also shows that the complaint handling speed of businesses is accelerated by 90% thanks to chatbot. In fact, applying AI to automated conversations are beneficial for not only customers but also businesses themselves. 57% companies and organizations believe that chatbots have brought in greater returns, from the minimum investment capital (Accenture Digital).
Obviously, the application of chatbot in customer service has been an emerging trend of the market, especially businesses in fast-moving consumer goods – FMCG, e-commerce, tourism, etc. However, not all chatbots are capable of delivering these breakthroughs. Chatbot has to be “smart” enough to satisfy customers and significantly improve business efficiency.
VinBot offers an end-user friendly experience
VinBot is a product applying natural language processing technology which is developed by Vingroup Big Data Institute (VinBigdata). It provides a complete toolbox for chatbot building, configuration and customization for business purposes, serving Vingroup ecosystem in particular and the community in general on four areas: health, education, manufacturing and tourism.
With AI technology and a large-scale database system, developed by a team of leading experts in the world, VinBot has the ability to interact with more than 10,000 requests simultaneously, taking only 0.1 seconds. This helps to significantly reduce resources spent on customer service tasks, also ensure accuracy when answering a huge number of inquiries from end users. Thus, businesses will no longer have to struggle with the problem of omitting or confusing the requirements of many different customers.
Compared with traditional human resources, another advantage of AI is that it works stably, regardless of day and night. Operating 24/7, VinBot gives customers comprehensive support at anytime and from anywhere. Moreover, with VinBot, language is no longer a barrier, as the system is capable of analyzing and responding to both Vietnamese, English, Chinese and Japanese. Natural and multilingual communication is the first step for VinBot to help businesses access and expand their international customers, developing markets and business models.
VinBot improves business efficiency
Comprehensively meeting the needs of businesses in interacting with customers, VinBot has many features from building, managing, sharing chatbot to reporting operational statistics then synthesizing and storing user information.
VinBot supports building chatbot scripts. The system allows creators to provide training data and building scripts for chatbots. With this feature, businesses can diversify conversation situations with customers, and at the same time orient end users according to sales or marketing goals of products and services.
In addition, VinBot is capable of multi-channel integration such as Zalo, Facebook, website, etc. With just a few simple steps, the product can be easily integrated on existing business conversation platforms, thus providing flexible, dedicated and customer-oriented support in all communication channels. Moreover, during the deployment process, the cloud computing platform also allows the system to scale without any limitation.
Along with interacting and responding to customer requests, another task that businesses must perform to improve product and service quality is to analyze user behavior. Every day, a huge amount of data is generated from communication with customers. From reports and statistics on chatbot’s history, VinBot helps businesses take advantage of this data set to analyze and capture users’ habits, preferences, trends, serving decision-making in the future. It is especially useful in the era of customer-oriented marketing trend.
Lastly, the information collected daily will be synthesized by VinBot and stored into a comprehensive data set. With natural language processing technology, VinBot understands and analyzes customers’ intentions in dialogue. This is the basis for progressively personalizing the messages that brands will send to their public through chatbot. Now, with VinBot, businesses can send mass messages, with customized content suitable for different types of customers. This method is up to 90% more efficient than email marketing, because the percentage of users opening chat messages is superior to opening emails (according to research on Email Marketing by IBM).
With the multidisciplinary experience gained from the technology implementation for Vingroup ecosystem, VinBot will become more and more intelligent and possess more features. Besides VinBot, which applies natural language processing technology, belongs to VinBase Language product line, VinBigdata also develops other solutions such as VinTalk, VinAssistant, etc.
Do you know that one of the most useful tools today for sales and customer service optimization is automatic chatbots? However, not everyone understands all about chatbot and its popular types, as well as how to use chatbot in the most effective way. So let’s go through all the basics of chatbot and why it is the solution to the problem of optimizing business efficiency.
1, What is a chatbot?
In the simplest sense, chatbot is a computer program combined with artificial intelligence and natural language processing technology to provide a real-person-like chat experience.
Today’s chatbots are usually divided into the three most basic categories:
- Button-based chatbot: The scripted chatbot is presented in a menu format. The chatbot buttons require users to make a few options to ask for information.
- Keyword recognition chatbot: The chatbot based on keyword recognition can listen to the user’s request and use AI technology to give appropriate answers.
- Contextual chatbot: Contextual chatbot uses Machine Learning and Artificial Intelligence (AI) technologies to remember conversations with specific users, thereby improving themselves and developing conversations over time.
2, How do chatbots work?
Chatbots interact with people through text or sound. Most chatbots operate according to the following general process:
- Translator: Information requested by users after being entered into the intermediate chat platform will be translated into programming language to help the computer understand the information needed.
- Processor: At this time, AI technology combined with natural language processing will handle the user’s request.
- Respondent: The computer will receive the result from AI and return the response to the user through the intermediary chat platform.
The content of the answers can be obtained from:
- The script has been prepared.
- Contextual information is based on the actual data provided.
- Database is available in the enterprise repository.
3, The most popular types of chatbots
With the rapid development of technology, many types of chatbots are produced to serve the needs of businesses. In general, chatbots can be divided into two main categories below:
Sales Chatbot
This type of chatbot can be created on websites, social networking sites to replace a vending employee. Normally, this chatbot will help manage messages and purchase comments on the page and website. The advantage of this type of chatbot is that it responds to messages very quickly and will definitely not miss any customer. Many types of chatbot today also support updating new information for customers and automatically create orders.
Customer Service Chatbot
This chatbot will be usually used by large businesses in the first step of online customer service. This chatbot will learn the answers according to the pre-installed scenarios and be ready to transfer the conversation to the sales staff for advice and orders. Today’s smart chatbots also have the ability to automatically learn new questions and answers to converse with customers as naturally as possible. Chat data with customers will be saved to create detailed statistics later.
4, Benefits of chatbots
According to research by Uberall, 80% of users say they have had a positive buying experience with chatbots. 69% of consumers say that they prefer to use chatbots because it helps them connect more quickly with businesses (Salesforce). This has proven the tremendous benefits of chatbot for business activities.
Attract new customers
With the ability to process millions of messages simultaniously, the chatbot is a great tool to create shortcuts for customers to your products. Using chatbot also gives you a lot of useful statistical information about customers’ psychology, their shopping habits and preferences, thereby adjusting offers and products more suitable.
Enhance customer experience
When customers first come to your website or page to explore products, the first thing is to keep them from staying. And chatbots do this very well. Customers can easily be instructed about the products they want. Chatbot operating 24/7 will always support customers without interruptions in space and time.
Increase sales
This is extremely understandable when instead of spending a lot of money on customer service human resources, businesses can free up resources for more important activities, directly creating business revenue and profit.
Customization
Now the chatbot is so personalized that it can tell you exactly the preferences, needs and shopping behaviors of customers. Based on these data, you can create viral chatbots to send messages directly to the customer’s inbox without giving customers the uncomfortable feeling of spam messages.
5, Some chatbot platforms you should try
There are many chatbot platforms on the market with many competitive prices and different uses. In Vietnam, although there are many chat platforms that are advertised to bring breakthrough business efficiency, in reality a few chatbots are thoroughly researched and created real business solutions.
The platform allows to automatically create viral chatbots and reply to customers’ inboxes and comments, and send remarketing messages. Users easily create automatic reply scripts for chatbot by mindmap and can get some basic information to take care of customers such as email and phone number. In addition, the free version also allows users to use without limitation of the number of customers.
Hana can be considered as one of the most popular chatbot platforms in Vietnam today. Besides supporting automatically replying to customers’ messages and comments, Hana also helps you to create funnels to improve customer service and effective marketing campaigns without any cost. In addition, Hana’s interface is also quite friendly and easy to use, making it easy for users to create scripts with just a few simple steps.
VinBot is a comprehensive chatbot product researched by leading AI experts at Vingroup Big Data Institute (VinBigdata). VinBot’s goal is to bring the best experience to customers and end users. With the ability to process 10000+ messages simultaneously, VinBot supports an unlimited number of customer care. VinBot also focuses on aggregating and analyzing user behavior, from which accurate information statistics can help businesses utilize their marketing campaigns.
The platform helps you automate sales and marketing processes. With the ability to process an average of 10 messages per second, businesses can easily apply this platform in customer service. NovaOnX also allows businesses to analyze data, serve customers by scenario and hide bad comments from competitors.
6, Conclusion
Above are the most basic concepts you should master before using chatbots for business activities. In addition to this knowledge, you need to find a reliable chatbot service provider to give you valuable advice instead of choosing less reputable and effective platforms with cheap prices. VinBigdata with a solid technology research background from leading professors in Vietnam not only provides businesses with tools, but also brings trust and quality from consulting of leading experts.
Contact us to together share your goals.
