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

Kenyt_Healthcare_AI_Assistants

Over 200+ Hospitals across India 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:

healthcare_specific_healthcare_chatbot

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.

speacilaity_search_healthcare_chatbot

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.

doctor_search_healthcare_chatbot

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.

appointments_healthcare_chatbot

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.

nearby_clinics_branches_healthcare_chatbot

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.

regional_language_healthcare_chatbot

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.

qualifying_questions_healthcare_chatbot

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 – India’s 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 – India’s 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 and is driving ahead with ~17 million new users per month, in India alone.

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.

How to create a chatbot for your website in less than 3 minutes!

Create, train and deploy a Chatbot for your company website in less than 3 minutes

Creating a fully functional automated chatbot for your company website cannot get easier.

Kenyt.AI Self Serve Platform enables you to create a fully configured chatbot – ready to deploy, in less than 3 minutes which can capture up to 3X more leads, enable customers to request for a manual chat, book appointments, browse through your products/services, add to cart and make payments – all on the chat!

The entire process consists of 4 simple steps:

  1. Virtual Assistant Details: Give your Virtual Assistant a name and fill in your details – as simple as that! You’re done with the first step – your chatbot is now ready for customization.
  2. UX Settings: Brand colours help customers to relate to your company. Set your brand colours on the chatbot, upload your logos and customize the look and feel of the chat window to match your brand.
  3. Bot Answers: Customer engagement is dependent on how well the chatbot interacts with your customers. Customers are coming to your website for a reason – they’re looking for specific information about what you do, the services you offer, pricing or where you’re located. Train the chatbot to respond to customer queries and ensure your customers get the information they’re looking for – improve online customer engagement and capture up to 3X more leads from your existing marketing activities.
  4. Deploy: Deploying the Virtual Assistant is a simple copy and paste. Before deploying, you can test the bot, see how the bot is responding to queries, and then if you’re satisfied – copy and paste the code snippet in the header tags of your website.

Voila! Your Chatbot is live, ready to engage with your digital customers, capture up to 3X more leads from your existing marketing activities and improve your sales conversions by up to 50%.

Explore our full set of features:

  • Appointments: Enable customers to book appointments with your team or a specific department, video calls on chat (no additional software required), automated follow-ups, and integration with your existing calendar.
  • Manual Chat: Enable customers to request a manual chat with your agent or any specific department, multi-agent chat to ensure your customers get the right information, agent-to-agent private chat to discuss customer queries and automatic translations for customer interactions.
  • Payments: Give your customers a comprehensive shopping experience – browse through products, add to cart, checkout and make payments – all on the chat!

Proptech and the rise of real estate bots

In 2016, when the tech giants launched their own chatbots and bot platforms, not many have truly anticipated the widespread adoption of bots or their extent of implementation in business verticals. Kenyt’s core team is made of some of the individuals who grasped the potential of chatbots.

By 2020, 80% of businesses want to implement chatbots. Today, bots are being deployed in most of the major industries, healthcare, e-commerce, retail, hospitality, manufacturing, IT and even real estate too. At first glance, one might wonder how chatbots fit into the real estate industry, but bots are transforming the real estate landscape and the transition has been natural too. We say that because we are one of the major players providing chatbots to the real estate domain.

Here’s what we learned in our journey with 150+ clients in the real estate industry.

Indian real estate and proptech

  • Real estate is one of the major sectors globally due to its industry size and revenue generated.
  • In India, the trend is no different, real estate is expected to contribute 13% of the country’s GDP by 2025.
  • The industry valued at $120 billion (USD) in 2017 is predicted to reach a market size of $1 trillion (USD) by 2030.

Shifting trends:

The Indian real estate is shifting gears and picking up its pace. Between the informed consumer base and globalization, the real estate industry is moving towards centralized processes and organized structure. The most significant change is the marked shift of the sector from family-owned businesses to professionally managed ones. Developers are managing multiple projects across cities, organizing manpower and hiring professionals for project management from engineering, architecture, accounting and finance streams.

Proptech:

Proptech is the union of property and technology, the evolution of the rigid and traditional property sector enabled by technology and innovation. The term is not new or just theoretical. The real estate industry is on the onset of another proptech revolution- the first one came in the form of online listing and brokerages digitizing the real estate sector. The second was less technology oriented but just as game-changing when coworking and co-living spaces became the rage.

Chatbots are now powering the third wave of proptech, making the existing online set up more approachable and user-friendly.

Where Kenyt steps in

Kenyt is one of the leading chatbot service providers in India. While we cater to all industry verticals and sectors, we have a distinct advantage in real estate. Chatbots and virtual assistants are cross-domain applications which have their roots in artificial intelligence, machine learning and natural language processing. But the realization and success of a bot depends on its implementation.

Our unparalleled experience in real estate bots added to the strong technical base makes the go-to-guy in the field. We can gaurantee you:

  • 3X more leads from existing marketing budget at one third of the cost per lead.
  • Lead filtering through email & phone number verification to skip processing junk leads.
  • Ranking leads to address and go through them on a priority basis.
  • Client detailed profiling such as their preferences in budget, location, interest areas to help the sales team.
  • Mobile apps for instant notification of leads to sales team for easy processing.

Benefits of using a chatbot in real estate:

While they have several benefits for businesses, they value addition to real estate is especially significant. While property listings have eased the buyers’ struggle, the solution is far from complete.

Filtering properties

One major benefit that chatbots give your website user, is in helping them find the properties they seek. Almost all the sites offer filters for the location, price range and other similar requirements or amenities. But a real estate provider has more information about the property than the generic filters show, information that can make the decision making easier and faster for the buyer. A chatbot can help filter the property listings on several different parameters.

Informing about the properties

Interacting with a real estate agent gives the potential buyer a lot of insights and knowledge about the the property, locality, price ranges and trends, etc. Property listings cannot provide that kind of information to the customer. This is one of the reasons individual brokers are still preferred by some. A chatbot, however, can step up to the role of an agent and can answer all the questions a buyer has.

Scheduling viewings

Once the prospect is deeper into the sales funnel, the bot can schedule a home tour and in a way, take care of introducing the client and the real estate agent. At this point, the agents or sales team can take over the reins. Automation clubbed with human interaction plays a key role here.

Conducting virtual tours

With prospects being too busy to see the property in person, chatbots in real estate can give interested prospects a quick virtual tour through the bot itself. Recently the industry has developed the concept of 360-degree tours too. This gives them a fair idea of what the property would look like before even scheduling a property visit.

Challenges of the real estate industry:

The real estate industry faces several challenges because of its very structure and the increasing expectations of the consumers is only adding to it. The following are some of the simple challenges that can be readily addressed without needing change in the industry or legal structure or government policies. We will walk you through each challenge and how it can be resolved by deploying chatbots.

High volume of demand:

Real estate is an evergreen industry, it faces its ups and downs as the demand and supply vary, or during policy changes, but the demand itself is continuous and never ending. People need houses to live in, the manufacturing and processing industry need warehouses and storage for their raw and finished goods, businesses need commercial spaces for work and retail, hospitality and travel industry needs affordable spaces.

The sheer volume of consumers a real estate developer has to handle is high and requires resources and manpower to support the sales.

Need for consumer oriented practices:

Most businesses are now providing live support available for the user 24×7. While live support enriches the user experience in general, extended support is a requirement in the real estate industry.

Take the case of an average buyer interested in buying a property. A jobholder usually looks into properties after they finish their office work, maybe even just before going to sleep. Most of the sales process is carried out beyond the working hours making constant support is essential for this sector. Failing to engage potential customers when they seek your site is a huge opportunity lost.

Long presales process

Finding the right property can happen in a week or can take six months. The potential buyer goes through different channels, registers in different property listings, shortlists several properties based on their requirements, visits some of them and finally narrows down on a few options. This process happens simultaneously with different developers and property managers too. The presales process is long for real estate.

At each step, there are interactions between the buyer and the agents, follow ups, conversations and negotiations. Yet, only one in a hundred (if not thousand) interactions actually becomes a sale and only one of them pays off. The presales costs in terms of time or resources cannot be cut because the quality could be affected. Chatbots are an elegant solution as they automate most of the redundancies saving both time and money.

Large number of players in the market

The real estate sector in India is getting more organized by the day, but by no means is it small or uniform. There are a plethora of players in the market, big and small, agents, developers, resellers, etc.

The success of a real estate company comes down to ease of buying and selling and giving extensive and quality choices to the customers. While the latter depends on several factors external to your business, the latter can be easily remedied through internal structuring and decisions. Implementing chatbots is one such decision that gives your business an unfair advantage in the field.

The road ahead:

Not only is the real estate industry size massive, but this is also set to scale up due to the distinct advantages on its side making it high time to invest in a chatbot.

  1. Strong demand: Real estate has become the preferred asset class for investment, increasing incomes, urbanization and growth all point to a healthy demand for real estate.
  2. Growing opportunities: Warehousing, hospitality, affordable spaces, coworking and co-living spaces are opening up new avenues attracting investors.
  3. Policy support: Real Estate Regulation and Development Act (RERA, 2016) and the government’s aim of ‘Housing for All by 2022’ are promoting this sector too.
  4. Increasing investments: Growing transparency and returns are bringing private investments and cross border capital to the property market.

Do you want to scale or pace your operations? Reach out to us today for a consultation!