Chatbot

Chatbot - What are they; how are they used to support customer service ?

The chatbot is a service that allows businesses to communicate directly with their customers. Via the social networks, chatbots offers to discuss with you and answer your questions. It's a way for businesses to get closer to their customers and meet their needs. Today there are chatbots that offer different services like Four Seasons,the Canadian group has announced the establishment of a chat between customers and hotel staff. An interesting service that differs from the current trend of robots or "chatbots" hoteliers. Customers now have access to all channel information in more than 100 languages.

"The link with humans is probably the most important element of the Four Seasons experience," recalls Christian Clerc, president of the group's operations.

Marriott has launched a chatbot for its human resources department. It helps you find your next job within the company by asking you questions to know your needs and desires. By this biai, the chatbot will be able to offer you job offers that match you. This saves potential future Marriott workers from finding their jobs more easily than going through the Marriott website or the many websites that centralize job offers.

It is therefore an additional weapon for service companies that want to porch their customers. How does it work ? The chatbot already has questions to answer and he will offer you ready answers or you can write what you want. Thanks to your answers, these will be analyzed and the chatbot will offer you adequate answers to your expectations. This is a real plus for the customer relationship of today and tomorrow.

link : Marriott Careers 



link : Oui Sncf 


Test of Chatbot with Marriott Careers on Facebook.




My experience with the Marriott Careers Chatbot is mixed. This certainly allows not to cheer on the website of marriott which is more complex than answering simple questions about a cat and who will give us what we are looking for. On the other hand, I notice that when you have more precise requests or that you use words not registered in the chat, the cat can not answer you anymore and asks you to rephrase or do not answer your question or your expectations. I think we are at the beginning of chatbot and are still undeveloped and do not meet all customer expectations but the future is interesting. First of all, the cat recreates your previous conversations and therefore know what you have already searched with him and this allows to refine these searches and therefore these answers. On the other hand, the company will know you more and more and would have a lot of information about you even if you will never work at home. There are therefore negative and positive points to the chatbot even if the evolution will allow that is more and more powerful and that it becomes very interesting for the users.