Chatbot: What They Are And How They Work

In the era of Social Networks, communications between brands

and customers have become increasingly direct, fast, efficient, human and

effective. True, nothing can replace face-to-face chat, but there are many innovations

that a brand can take advantage of to get as close as possible to this precious


And here, in the modern social, economic and relational

context, the recent development of Chatbots can become an opportunity not to be
missed for a Corporate Video Production

Companies In Dubai
and for various reasons. But what are Chatbots? What are

their characteristics? And how do they work?

Chatbots are software capable of simulating human behaviour

and intelligent conversation between two people, just like in a common chat,

thanks to the use of Artificial Intelligence technologies. These are virtual

assistants capable of responding to user requests.

As the name suggests, composed of the English verb to chat,

chat, and bots, the Chatbots are chats in which one of the two interlocutors is

not a human being but a virtual robot with which to converse, to whom to ask

for information and request assistance.

In practice, Chatbots are programs that allow you to set up

and manage the automatic interaction of instant messaging , a valuable

communication tool for companies, both to enter into relationships with their

customers and to promote offers, products and services, both to offer an

efficient after-sales service of Customer Care.

Chat Bots are based on messaging platforms, such as Facebook

Messenger and Telegram, but just think of Siri, the virtual assistant for

iPhone, iPad and iPod touch, Cortona, the Windows assistant, and Google Now,

the virtual assistant for Android smartphones and tablets.

The functions of Chat Bots

Currently, different types of Chat bots have been created

and the most used ones are those that allow:

Provide users with timely news about topics he

has selected;

Offer specific discounts and promotions to its


Respond at any time to requests for information

from customers (or potential customers) and to do so by returning timely and

relevant information to them, efficient responses;

Purchase the selected products without having to

abandon the instant messaging interface;

Provide immediate support for the purchase of

e-commerce products or services.

The characteristics of the Chatbots

Why is it convenient for a company to invest in the

integration of a Chatbot into its Social Media Strategy?

The answer lies in the characteristics of the Chatbots

themselves, which are:

  • ·       Convenient, both because many platforms

    integrate this social networking service within them, and because creating an

    ad hoc one is not particularly expensive, and, moreover, because it saves

    resources in terms of time and money. A Chatbot, in fact, unlike what a single

    human being could do, is capable of responding and managing a potentially

    infinite number of chats and requests from users;

  • ·        
    Efficient and instantaneous, since Chatbots are

    always active, every day, 24 hours a day, thus reducing the waiting time for a

    response for the user and offering them the best solution immediately. In this

    way the Chatbots are able to meet the needs of customers and users with speed

    and efficiency;

  • ·        
    Courteous and polite. Courtesy and education are

    fundamental qualities for a brand that wants to maintain fruitful relationships

    with users and its customers. Often, in fact, the problem with chats is that

    those who offer support and assistance and at that moment represent the brand

    cannot keep calm in all situations, always turning with courtesy, education and

    kindness, qualities that instead the Chatbots ensure, in any type of


  • ·        
    Precise and capable of solving users’ problems.

    Chatbots are software that accurately respond to user requests and who know how

    to concretely solve their problems. Not only that, because these intelligent

    conversation systems, over time, understand how to make the answer to be given

    to those who enter the question more efficient and precise.

How Chatbots work

Chatbots must be associated with a page that supports them

(for example Facebook) and, once installed, they will intercept every message

that a user sends privately to the page in question (think of Facebook

Messenger). Based on the default settings, Chatbots respond immediately and

effectively to users’ requests, conversing with them and evolving interaction

after interaction.

That’s not all, because every Chatbot has a web address

associated with it, so that brands can promote their Chatbots with ad hoc

strategies or even with buttons and calls to action that will induce users to

consult and use them.

The big advantage of Chatbots is that it is the user who

decides to subscribe and access the chat and, therefore, will no longer be

interrupted and disturbed with promotional messages, often invasive, but he

will decide to contact the Chatbot himself, to choose the number of times and

the situations in which he wishes to enter into a relationship with the bot and

the brand, to establish whether he wants to receive notifications or not.

A further innovation that has enhanced the functionality and

effectiveness of the Chatbots has been the integration of payments in the chat,

thus allowing companies to sell their products and services directly through

the chat itself, with a few clicks and without users must abandon the ongoing


Chatbot: opportunity or alienation?

There are many opportunities that Chatbots offer to brands:

the ability to communicate promotions instantly, the efficiency of

conversations, and the ability to solve problems, the effectiveness of the

Social Customer Care service, to remind you of the most important.

Obviously there is no shortage of criticism. There are those

who argue, in fact, that Chatbots are a further real step towards the

alienation of human conversations.