80% of companies are planning to deploy chatbots in customer service. They deliver on-demand responses in real-team, are accessible 24/7 and offer many advantages compared to phone calls.
At the same time, the vendor landscape has exploded making challenging to get a decent overview and evaluate each solution. However, not all bots are created equal and like any tool, some are better suited for specific tasks or industries than others.
Here’s how to approach chatbot selection without getting lost in the process!
Your Five Chatbot Solutions
1. Bot Framework
A bot framework is a kind of toolbox of parts you can use to easily build a bot, a bit like legos. It serves as a toolkit for your project and customer service team and can be used by companies to build chatbots by themselves. It offers a huge number of individual settings and provides flexibility for your customer service.
The disadvantage of bot frameworks is the initial set-up because it requires a lot of coding effort internally before it can be deployed. In addition, if you provide a huge number of responses, the bot might not be able to scale and is limited in performance.
For those only needing the chatbot to respond to a limited number of requests, this can be the right approach. However, be sure to clarify the costs in detail beforehand. These options often bill based on the number of messages sent, which can mean increasing bills over time and something that was initially within the budget going over.
2. Out-of-the-Box Options
The chatbot market offers out-of-the-box solutions that can be used by companies wanting to avoid internal development work. Short implementation time and quick availability are the biggest benefits for this solution. The disadvantages are that they do not offer individualization at all or only limited customizing. They are designed for a mass market with general use cases in mind. However, they do deliver solid results for those scenarios.
3. Scripting Languages
The third option to implement chatbots is using a purpose-built scripting language such as RiveScript. RiveScript was developed specifically for chatbots with easy to learn syntax.
Using this scripting language, companies can develop individual chatbot solutions. It requires developers who are familiar with the language or similar ones. Without that, the cost and effort to train employees is fairly high relative to other options here. In addition, the final product is static which means every change needs to be made manually.
4. Homegrown Solutions
Homegrown solutions are more complex than using scripting languages because they don’t use an existing language or framework. This requires internal development resources which can be difficult if you have full sprints as far as the eye can see. However, it does offer the most flexibility and customizability.
The disadvantage is that a homegrown solution requires a lot of time and resources for both the creation and maintenance of your end product.
5. Dialog based solutions
Dialog-based solutions can communicate with users and guides them within a conversation. The chatbot can ask questions and interact with users until it finds a suitable solution. Based on previous interactions the bot learns what responses have been helpful which makes it more accurate and increases the overall response quality over time.
The implementation effort is medium as companies can use an existing product and just tailor it towards their specific customer service needs. The user interface for example, can be adapted to one’s corporate design. The unique part of this solution is the focus on dialogues which makes it ideal for use in a customer service environment.
Unymira’s Knowledge Bot is a dialog-based chatbot solution that focuses customer support use. It’s geared towards customer service and is capable of being integrated into multiple, customer-facing channels to provide the same information across all of the company’s service channels. Maintenance and creation of new dialogues doesn’t require coding skills which ensures an almost effortless use and continuous improvement.
Interested in learning more about chatbot technologies?