Chatbot helpdesk: how chatbots can streamline customer support

Idea Usher
7 min readAug 12, 2021


What are chatbots?

A chatbot that can also be called an artificial talk bot is a computer program that conducts a conversation via auditory or some textual methods. It replicates intelligently enough that human users cannot distinguish from a genuine and natural human conversation.

Moreover, chatbots come in many different shapes and sizes. The next generation of virtual assistants are awesome chatbots that can improve your website’s conversion rate.

They are the newest way to communicate with businesses.

The chatbots are developed using chatbot frameworks and then integrated into CRM/Loyalty Point Management System or a Mobile App. They are increasingly used as customer support options.

But can chatbots really help double up as human customer support?

Customers always create a brand’s image out of what experience they had with customer support. That is indicative of how much customer service is important for brand image. Well, to keep your customers well-informed, you would need a 24/7 customer support system.

How is that possible?

Well, chatbots can do that efficiently. And, not just that, chatbots are financially sound too. The latest statistics have shown that a chatbot reduces customer care costs by more than 30%. That’s a huge relief, isn’t it?

Let’s look at all the benefits offered by chatbots as a help desk that made them so popular among all businesses.

Benefits of using a chatbot for business:

1. Able to work 24/7

Using a chatbot for your business is like having a personal assistant that can take care of administrative tasks and assist in writing emails, handling tasks in the office, scheduling meetings and phone calls, and even takes care of tasks that require physical presence, such as scheduling office supplies or delivering items. Chatbot technology has been around for many years and is readily available for use by many businesses. You can get tired and need breaks, but chatbots are your virtual assistants that can work 24*7 without any fatigue. That’s cool, right?

2. Can reach buyers globally

It is a new technology, and many businesses are already using them. But many aren’t aware of how these chatbots can work in their favor. They can help make your website more visible to buyers from just about anywhere in the world through listener help, lead generation, and more.

Listener help can include live chat support, builders of specific products, optimizing the content users see based on their interests, and more.

You can create multilingual chatbots to attract more global traffic to your site. It reduces communication gap and provides increased conversion rates. Think of it, using one technology and being able to communicate with people across multiple languages and regions!

3. Provides accessibility

Chatbot development can deliver one of the most effective and flexible approaches to improving customer service because it’s meant for business users, after all.

A chatbot can be used to review product specifications, answer customer questions, provide data ware, or even adaptive promotion.

Chatbot technology is expanding rapidly regarding real-time capabilities, and advanced capabilities on chatbots have been demonstrated. The example we can use here is Yarn, a chatbot program created by Facebook that analyses customer content and finds certain keywords. How does it prove more accessible? These points can help:

  1. Reaching global customers and interacting in multiple languages.
  2. Highly scalable. The service does not deteriorate even when the demand rises.
  3. The customers don’t have to worry about office hours. Customer support can be accessed anytime and anywhere.

4. Business in real-time

Bots are designed to conduct customer support tasks using natural language. These bots help you increase your chatbot traffic and engagement by answering questions in real-time and scheduling regular follow-up messages.

Channels can be anything from the Slack messenger to email notifications on your phone to social networks such as Facebook and Twitter.

Chatbots resolve queries and provide instant customer service, increasing consumer happiness. You can design interactive communication for your website chatbot so they can ask more questions and clear exact issues of your customers.

The potential for chatbot technology is virtually limitless, making it an ideal choice for small business owners looking to engage new customers in their daily routine while increasing their revenue.

How can chatbots help your business?

They can work with many different businesses to help improve their customer service. For example, IBM has developed chatbots for using the various Company One platforms. It can also work with webhooks sent from third-party applications to install new software updates or perform other tasks.

A few ways to understand role of chatbot for streamlining customer support:

They can work faster than Superman when it comes to answering customer questions!

A manual task assigned to a customer support person can go unanswered by fault. However, a chatbot can ask questions, answer queries, and even provide links for the pages you were searching for.

Chatbots save you from burning a hole in your pocket

Instead of appointing several customer care representatives, you can make one time investment on chatbot development. This is cost-cutting and efficient customer support technology.

Customers are hardly ever disappointed with chatbots

They hardly ever make eros. For instance, once you feed some new discount offers on your chatbot functions. They instantly understand. 100 percent accuracy is guaranteed! Neither do they take time in presenting the discount info.

You are excited and eager to build a chatbot for your application? Let’s dig into the development process.

How can you build an effective chatbot?

A few simple steps can help you with chatbot creation:

1. Identify the chatbot creation opportunity

Chatbots get better results if you gather information about your intended users as a whole. If you can determine the demographics of your prospects, then you’re much closer to building an effective chatbot.

2. Understand the customer needs and goals

One of our favorite findings is that chatbot marketers tend to fail if they don’t collect information from their users in this early stage. Most chatbots fail because they’re built without knowing how to interact with users naturally. So, find out what your customer expects from this chatbot; what queries will they ask? Find out answers to these questions and then build a chatbot based on these findings.

3. Dialogues Designing

This is where AI takes the lead. Segment the chatbot interactions into structured and unstructured ones. The unstructured are freestyle texts. On the other hand, structured texts are more in-depth and informative.

4. Choose the Platform

You can either choose non-coding platforms for preparing your chatbot. Or use proper code-based frameworks. Non-coding platforms include names like Botsify, Chatfuel, Bottr, etc. And, the code-based frameworks include names like Microsoft Bot, Aspect CXP-NLU, etc.

Chatbot technology has come a long way in recent years, and it’s evolving in a way that makes it easier than ever to build conversational interfaces using HTML, CSS, and JavaScript. You can now write natural language using natural language processing engines like Twirrl or Twistly and then expose your products or services in human-like interactions using NFTs or other hosted APIs.

An effective chatbot can be used for a wide variety of marketing tasks and conversions. The technique is especially powerful for retailers who want to automate customer support queries on behalf of live human agents.

What chatbot development techniques are there?

Chatbot development is a relatively new field and one which is proliferating. Back in the day, developers would use BASIC to program a chatbot.

Today they use programs like Tkinter and Python for creating chatbots. All these programs do is take input from the user and then simulate or execute a specific operation based on that input.

A few techniques are:

1. AI Technology

Ai helps in providing answers in a conversational way as a human does. Alexa, Siri, etc., are successful examples of voice commands options. They are wonderful virtual assistants. And a progressive step in having chatbot assistants.

2. NLP( Natural Language Processing)

NLP helps understand not just the language but process the ‘intentions of the user. The NLP is beneficial in interpreting the message of users and giving the answers accordingly.

3. Machine learning

Similar sets of keywords, when put into a question, can be answered by a machine. Machine learning technique helps chatbots keep a set of questions and answers to them prepared.

There is a lot to learn about chatbot technology and its development trends. We want to provide you with insights into some of the latest developments in chatbot technology, as well as a guide on how to pick the best chatbot for your business or personal use. Hope you find the best options for your business.

Takeaway: Chatbots can streamline customer support and improving brand loyalty

Chatbots have been around for a long time and have been around for a reason. They’re a cheap, scalable solution for automating customer support. And they’re here to stay: some research studies have shown that 66% of consumers trust chatbots with their personal information, and that number will only continue to grow.

They have emerged as a disruptive force in customer support and loyalty programs. These units of software automate customer support interactions, making interaction more personalized and fast.

Additionally, it can also configure and personalize communication with an organization’s sales force, lead generation, and other departments. The potential for chatbots is huge — however, it is crucial to recognize obstacles and get ready for the challenges ahead.

Chatbots are essentially computer programs that can easily simulate human-like conversations. It’s a technology that many people believe will change the way we communicate with online services in the future. Idea Usher is already working on this futuristic technology. Let’s do it together!

Read more: chabot development & how it works — get started — Idea Usher



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