Chatbots and Conversational Search are the future of every brand

By July 24, 2018Chatbot

A new era

On the 12th of April 2016, Mark Zuckerberg announced the launch of bots for messenger. Since then, Chatbots have been all people talk about in tech marketing. We, at Clustaar, have been working on those for quite a while, so we figured we would be in a good position to explain to you what they were.

Theoretically, a Chatbot is a software, a program able to hold a conversation with a human, just as another human would, or almost. The real obstacle is to make them understand fully what we call Natural Language, which is much more complicated than a few commands like “play video” or “buy shoes”.

Those two examples were not chosen by accident; you will understand why. So, to get back to our topic: Chatbots are the next big thing.

Why?

Because they open the era of Conversational Search.

 

What is Conversational Search?

For now, when you’re searching for something on the Internet, you ask Google and it gives it to you… or not. What if the thing you’re looking for is a little more complicated? What if you’re looking for something precise but don’t know what exactly?

You could be looking for a new coat, but if you’re not satisfied with the first results of your search, what will you do?

What if a Search engine could answer you? And ask: “What was wrong with the first results?” You would maybe say: “I was looking for something darker”, and it would find it for you. This is the purpose of a search chatbot.

Conversational Search is a revolution for brands because it means they could interact with their clients automatically, whether it’s for customer care, selling a product, or handling a subscription. A conversational search device can answer questions, ask new ones, make offers, propose options…

Conversational Search enables a back and forth between you and your Search engine, allowing it to help you find precisely what you are looking for, offering you new products and, in time, contacting people for you, making a purchase, reserving a seat on an airplane.

 

An expensive revolution in marketing

Imagine that every website you’re on has a conversational search platform: why would you even need to navigate on the website?

In a few years, setting up a Chatbot will be much more efficient than building a whole website. People will just ask questions and the Bot will help them find whatever they’re looking for by narrowing the search thanks to its own questions.

It is not an accident if all the Web giants started working with Conversational Search. Amazon and Google took a giant leap forward with their connected devices Alexa and Home. But Facebook, Apple, IBM and Microsoft are just around the corner, working on Deep learning technology, trying to join Amazon and Google at the top.

Deep learning technology works like a brain, with a neuronal network able to analyze millions of data. It’s the only way to really achieve Natural Language Understanding. This technology brings us closer than ever to Artificial Intelligence. However, it’s extremely expensive.

 

Customer interaction

When you talk to people about a chatbot, or a semantic search device, the first application that pops into their mind is Customer Care. Chatbots will be of great help to any company that needs to interact with its clients, so basically, every B2C companies.

A Chatbot could receive complaints from clients, which would save people a lot of time and trouble on the phone. Nearly 80% of Customer care questions could be handled by a chatbot because, usually, the answer is extremely simple, and consultants on the phone are reading from a manual. Beyond that, if the question demands human intervention, a chatbot could direct the request to the appropriate service. It can also look for information directly on a website thanks to our Google Custom Search integration. The chatbot can act like a personalized conversational internal search engine.

Yes, I know what you’re thinking, and you are absolutely right: that would save us all a lot of precious time. We would not wait so long to talk to our internet access provider, and we would be warned ahead of time if our train was late, or rather when our train is late.

Unclogging waiting lines, or service lines would be of great help to everyone. Companies could address much more concerns, and clients would not lose time listening to an awful elevator music with an interruption every 3 minutes saying: “You’re our next caller, please don’t hang up”. They know the temptation is great… It is clear to everyone the need is already here.

 

A boundless world of applications

Smart cars, home-automation systems, connected objects and wearables: all those new devices are going to explode in the next few years. The most efficient way to control them? By Voice.

Without an intelligent platform to understand Natural language, even the best voice recognition systems in the world will stay limited.

With this intelligent platform, all you can imagine is possible.

We can have health-care chatbots, able to give simple advice, responding to simple symptoms, helping doctors with their patients’ files or handling a hospital’s schedule.

A company can set up an internal chatbots to allow all its employees to easily access files and better exploit all the data gathered by the company. A better information circulation means a greater productivity.

A travel company can use a conversational search device to help its clients prepare for a trip: important travel information, weather updates, reminders or packing tips. This kind of service can be provided by a Chatbot.

 

The Clustaar approach

Our budget is far from those of Google or IBM. However, we also use NLP technology to develop Chatbots specific to one field. Using our SEO experience, we gather all the different queries relevant to a given subject (for example fashion or travel) and analyze those data. Thanks to our Chatbot plateform, you can build conversational tools that use this data and really make a full proof chatbot.

We also work with Machine learning technology, meaning that if one of our chatbot is confronted to a new situation, it can learn from it, and be able to answer it the next time. That way, just like a good french wine, a Clustaar chatbot gets better with age.

The specificity of our method is that we can build conversational devices for anyone. Every company can offer its customers a chatbot specialized in its field like a Cosmetic-Siri or a Sport-Watson. And using Google Custom Search, you can build your own chatbot search engine without any effort.

We are waiting for you! Don’t hesitate to reach out to find out more.

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