3 common misconceptions about chatbots

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Many reports by top research firms claimed that by 2020, the chatbot adoption rate would hit its peak and the majority of the customer interaction would be handled by bots.

But is that the case?

Look around and notice that chatbots are gaining adoption even in 2021, with major firms like ICICI launching its WhatsApp chatbot in April and Hyundai launching its chatbot a few months back.

Chatbot adoption is still on the rise.

Most of the delay in adoption is due to the fact there are still reservations around chatbots, the experience they offer and the results they can deliver.

Today we cover 3 of those myths or misunderstandings that customers have on why chatbots are not for them:

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Chatbots are generic

Most of the chatbots today are extremely robotic to the point that, for example, there is no differentiation between a chatbot deployed on an insurance company website and a chatbot deployed on an educational institution website.

Both chatbots behave exactly the same – greeting message followed by
asking for your name, phone number, email id and telling you that someone will
be in touch from their team.

God forbid, you ask any more questions – because why should you? The company’s objective is achieved – they’ve captured the customer’s details, the customer’s needs are incidental.

Right?

No. Always, always, look for vertical-specific chatbots before finalizing on one provider. Vertical specific chatbots have tailored conversation flows to that specific vertical, trained for FAQs specific to the vertical and focus on putting the customer first – engaging them, giving them the information, they need before capturing their details as an organic part of the conversation rather than forced.

Chatbots are here to replace employees/processes

One of the most common misconception that comes across is that chatbots are here to replace lead forms or pre-sales teams.

Chatbots are not here to replace teams or processes, rather they are here to enhance the quality of engagement and work hand-in-hand with your existing systems to improve results.

Take, for example, a customer who comes to your website – is searching for a particular piece of information that will help the customer make a decision. The information is there on your website, but the customer doesn’t have the patience to go through the entire webpage to find it.

Enter chatbots – a well-trained chatbot can answer the customer query instantly, give them the information needed and ensure the customer experience is not negatively affected but rather give a positive experience.

Once the customer gets the information they need, in most cases, they
share their details – either on the chatbot or on a lead form on your website.

When it comes to replacing teams, chatbots work in tandem with the pre-sales team. Chatbots have plenty of information about the customer – interest areas, where are they chatting from, how many times did they visit your website – which your pre-sales team can use to stitch a pitch before the first contact. 

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Chatbots remove the human element

Human intervention in a conversation provides a sense of reassurance to the customer is the argument for manual live chat conversations. While this makes perfect sense, 80% of the queries asked by customers can be grouped into a set of FAQs and can be used to train a chatbot.

This not only ensures instant engagement but also ensures consistency in
answers being shared with multiple customers.

Coming to the human element, chatbots, in 20% of the cases, if the bot doesn’t know the answer to a particular question – redirects it to a human agent, to engage with the customer and take the conversation forward.

This ensures that the repetitive queries are being handled by the chatbot, leaving your team to jump in for customer-specific queries which the bot is unable to answer.

This hybrid experience ensures that human intervention is not lost but rather put to use when required.

To summarize, chatbots are here to work in tandem with existing processes and teams, and enhance customer engagement and lead capture. Choosing the right chatbot for your business is what matters.

We hope we have addressed some of the misconceptions regarding chatbots and helped you gain a better understanding of how to go about choosing the right one for your business.

An introduction to Kenyt.AI

If you are looking for a chatbot for your business – we at Kenyt.AI build custom chatbots for Real Estate, Healthcare, Education and Restaurant verticals and it comes with a 1-Month Free Trial!

This ensures that you can see the value we can add to your marketing and sales process before taking a call on signing up for one of our plans or not.

5 ways you can boost Real Estate lead capture – using chatbots

Chatbots have become an integral part of customer experience nowadays that their application spans across industry verticals.

A survey by chatbotslife claims that the industry most impacted by the introduction of chatbots is the Real Estate industry with chatbot adoption rates at 28%.

With such high adoption rates, let’s look at 5 ways chatbots can help boost your lead capture and improve marketing ROI

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  1. 24/7 availability

With customers generally surfing the internet during their free time or post office hours, your team might not be available when the customer needs a query answered. Chatbots solve this by being present 24/7 and sharing consistent information with the customer about your real estate project.

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2. Capture Appointments

With an integrated calendar feature, chatbots nowadays can capture appointments for your team and also direct the customer to schedule an appointment with the right department based on their query

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3. Real Estate specific conversation flows

A chatbot is only as intelligent as the database it is built on. A conversation flow built on customer conversations in real estate can capture up to 3X more leads when compared to a generic flow.

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4. Multi-lingual chats

72% of customers are more likely to make a purchase if the chat is in the language of their choice. It is difficult to find agents who can speak all the languages that your customers can. Enter chatbots – with prior training in multiple languages, chatbots can handle multi-lingual chats with ease. This enables a better customer experience and improved lead capture.

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5. Virtual site visits

You can use chatbots now to showcase your properties, share links to model flat videos or even enable customers to connect with your team over a video call. This enables the customer to get in-depth information about your property before even the first contact with your team, thereby reducing the sales cycle and improving conversions.

Kenyt.AI Real Estate AI Assistant enables developers to capture up to 3X more leads and boost sales conversions by up to 50%.

We are offering a 1-Month Free Trial of our solution across the website, WhatsApp, Instagram and Facebook to ensure that you see the results before signing up long-term. Over 500+ Real Estate Developers use Kenyt AI Assistants to boost their marketing outcomes.

Sign up for a 1-Month Free Trial today!

AI-Assistants versus Live Chat

AI-Assistants vs Live chat

Live chat emerged as a customer engagement tool to enable better customer service. But even with Live Chat, engaging proactively with customers is an issue since the customer has to deal with the availability of agents, reply time, information inadequacy and sometimes irregularity of information since customer service agents have to be trained individually to respond to customer queries.

AI-Assistants make the experience much simpler for customers. AI-Assistant is an automated chat solution that is pre-trained with a set of FAQs to address and solve customer queries in real-time. They can engage with multiple customers simultaneously, across multiple channels like website, Facebook, WhatsApp and applications and ensure that the answers are consistent across customer queries making them less error-prone.

Live chat vs AI-Assistants
Live chat solutions versus AI-Assistants – a comparative

Key comparatives:

  1. Customer engagement scale

Since Livechat is run by agents, the scale of customer engagement is
dependent on the number of agents available at the time of customer query.

AI-Assistants on the other hand can interact with multiple customers at the same time. They are pre-trained and can be deployed even on high traffic sources such as landing pages to interact with 1000s of visitors at the same time.

2. Availability

Office timings dictate the availability of agents for live chat. Customer queries outside the office timings are generally addressed the next day or sometimes go unaddressed.

AI-Assistants are available 24×7 and interact with customers at any time of the day. This ensures that customer queries don’t go unanswered, leading to better customer engagement and lead capture.

3. Accuracy of Information

Accuracy of information shared in a Live Chat is dependent on the knowledge of the agent that the customer is chatting with, which sometimes leads to inconsistency in information being shared with the customer.

Since, AI-Assistants are pre-trained with FAQs and also trained to understand different variations of the same query, the information shared with customers remains consistent across conversations thus ensuring consistency.

4. Multimedia chat

Livechats are majorly text-based chats. Customer queries are majorly answered via text and there is no scope to share images or videos in the chat.

AI-Assistants can be trained to share images/videos in the chat making the conversation more engaging for the customer, ensuring that the customer gets the information they are looking for and capturing better quality leads in the process.

5. Omnichannel

Livechat tools can be deployed on the website and landing pages only in
most cases. This restricts the customer engagement to website visitors only.

AI-Assistants can be deployed across digital channels which include – Website, Facebook, landing pages, microsites and WhatsApp opening up customer interaction at scale across multiple channels ensuring that you don’t lose out on leads.

6. Lead capture

Majority of the live chat solutions tend to capture the lead details
first, without qualifying the customer, before moving ahead in the
conversation. This leads to a lot of junk leads who are not sales or marketing
qualified leads.

Kenyt.AI’s AI-Assistants on the other hand give the customer an option to explore the products, services, offerings of the company with lead capture happening at certain trigger points in the conversation. This ensures that better quality leads are captured since the customers get information about the products and services before sharing their details.

7. Utility

Live chat solutions are majorly used for lead capture only. They are deployed to improve customer engagement on the website.

AI-Assistants come with a whole set of features that ensures that interaction with the customer happens throughout their buying journey right from lead capture, scheduling appointments, meeting reminders, automated lead nurturing and payments. The depth of knowledge about the customer is higher in the case of AI-Assistants which enables smarter interactions across the customer journey.

8. The Human Interaction angle

Majority of the arguments against AI-Assistants centre around the Human Touch
during the conversations. Livechat solutions give a majorly human touch, making
the conversations more human-like for the customer.

AI-Assistants have evolved to have hybrid conversations with the customer, ensuring that the majority of the FAQs are handled by the bot and the more complex queries can then be routed to the team to intervene in the chat and take over from the bot to interact with the customers. This ensures that the human touch is not lost during a conversation.

AI-Assistant to increase appointments for Healthcare

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Over 200+ Hospitals are using Kenyt.AI’s AI-Assistants to generate 3X more leads and improve appointments by up to 50%.  

Consumer behaviour has been changing drastically, even since the beginning of the pandemic. Chatbots were one such tool that gained importance for handling repetitive tasks and reducing the burden on the administrative staff, while also increasing the number of appointments and positively impacting the revenue.

Chatbots in Healthcare?

Chatbots in healthcare can help improve patient engagement and improve operational efficiency by engaging with patients – sharing hospital-specific information, being available 24×7, enabling patients to search for doctors, specialities, schedule appointments, branch search, regional language support and much more.  

This can help hospitals and clinics become more patient-centric and offer personalized experiences to patients across multiple digital channels.

Some of the features of Kenyt.AI Healthcare AI-Assistant:

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Healthcare specific: Kenyt.AI Healthcare AI-Assistant is specifically designed for the healthcare sector keeping the requirements of hospitals and clinics in mind. The conversation flows and bot answers have been built specifically to improve the lead and appointment capture for hospitals and clinics.

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Search by Specialty: Patients can search for any specific speciality on the AI-Assistant or can share their symptoms based on which the AI-Assistant redirects to the concerned speciality.

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Doctor Search: Patients can also choose to book an appointment with any specific doctor of their choice. They can search for the doctor by name, choose the time slot and book an appointment accordingly.

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Book Appointments: Configure available time slots, integrate with calendars and enable patients to book real-time appointments on the chat itself, based on the doctor’s availability.

Collect payments on chat: Enable patients to make payments for the appointments, while booking, on the chat itself using Kenyt.AI’s Razorpay integration. Patients can choose the payment method and accordingly make the payments.

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Nearby: Enable patients to search for nearby branches using the “nearby” feature. The AI-Assistant picks up the location and showcases the nearby branches for the patient to choose from and schedule appointments accordingly.

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Regional Language: Kenyt.AI’s AI-Assistants can be configured to chat in over 122+ languages enabling a smoother experience for patients. A patient can choose the language of their choice and get easy access to information.

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Qualifying questions: Kenyt.AI’s Healthcare AI-Assistant can be customized to capture certain patient-specific information before capturing the details or appointment. This can enable doctors to get a brief idea of the patient medical history before the actual appointment.

With changing consumer behaviour, chatbots or AI-Assistants have come to the forefront in terms of patient service and enabling hospitals/clinics to streamline their operational efficiency without having to undergo major organizational changes.

They can be present 24×7, to assist patients with hospital-related information and help capture better-qualified leads and improve the appointment conversions.

Kenyt.AI’s Healthcare AI-Assistant is being used by 200+ hospitals to capture up to 3X more leads and improve appointment conversions.

Interested in trying it out?

Sign up for a 1-Month Free Trial today!

(or)

Check out some of our existing deployments:

Wockhardt Hospitals: https://www.wockhardthospitals.com/

Dr Batra’s: https://www.drbatras.com/

Mehta Hospitals: https://mehtahospital.com/

Kenyt.AI: Collect payments on WhatsApp, with Razorpay Integration

Enable payments on Kenyt’s AI-Assistants, powered by Razorpay – a leading payment gateway for online payments

WhatsApp Business has enabled organisations to gain access to one of the most widely used social platforms, globally.

Businesses can create a product catalogue, push marketing messages (moderated and pre-approved by WhatsApp), enable customers to book appointments, creating a comprehensive customer experience on WhatsApp.

What’s missing however in WhatsApp Business is the last and the most important piece of the jigsaw – the ability to collect payments on chat. WhatsApp Pay launched in November of 2020 but has been focused on the P2P or individual-to-individual funds transfer.

Kenyt.AI has tied up with Razorpay – a leading payment gateway for online payments, launching a comprehensive solution for WhatsApp with integrated payments.  

How does this work?

Simple.

Customers can chat with your business on WhatsApp, browse through the catalogue of products offered, add to cart and when they proceed to checkout – they can select one of two options available i.e “COD” or “Pay Online”.

“Pay Online” generates a unique payment link, powered by Razorpay, which is shared with the customer on chat. They can click, choose a convenient method for payment from Net Banking, Debit/Credit Cards or even UPI payments.

Once they complete the payment, the status is shared with them on WhatsApp along with the status of the payment and the order status.

Benefits

In a post-Covid-19 world where customer behaviour has pivoted to the digital channels, customer experience plays an even more important role than ever before.

One of the channels that have a huge base of untapped potential customers is WhatsApp which, despite not being made for the primary reason of marketing, has become one of the most active platforms for business to sell and interact with customers.

It’s become almost a mandate for businesses to have a presence on this platform and offer as seamless an experience as possible to ensure customer satisfaction.

Kenyt.AI’s integrated WhatsApp solution, with payments powered by Razorpay, was launched to ensure that businesses can give their customers a comprehensive experience on one of the most widely used social platforms.

Get in touch with us to explore how we can help your business, and ensure you remain relevant in a fast-changing digital world.