In our highly competitive world, customers expect easy, fast, and 24/7 access to information, support service, and business transactions. That may explain why chatbots are getting more and more popular in Financial Services, Healthcare, and Retail/E-Commerce, as well as other industries.
In fact, you’ve probably seen and interacted with countless chatbots on websites, mobile apps, and social and collaboration platforms like Facebook Messenger, WhatsApp, WeChat, or Slack.
What are chatbots exactly?
Chatbots are apps that automate and simulate conversations (written or spoken) between a virtual agent and a human being. Most bots provide an experience that imitates that of a messaging app.
Simple Chatbots are fed pre-determined conversation flows, while sophisticated bots are powered by AI and can improve and personalize the experience over time.
Focused on enterprise-grade personal communication, LeapXpert’s solutions empower P2P (Person-to-Person) messaging, primarily between enterprise employees and their clients. This is a completely different mode of communication.
However, supporting and integrating chatbots boosts these personal conversations by allowing either side to automatically quickly access a critical piece of information, without leaving the conversation or interrupting its flow.
Messaging enhanced by chatbots
Imagine a bank customer asking his account manager for the latest stock price, the evolution of the stock price in the last six months, or the key financial ratios of this stock before making a purchase decision. The answer would be provided by the chatbot as a text, image or table and would enrich the conversation itself.
Another use case is an account manager looking for specific customer data for a business transaction. During the conversation, this manager could switch to the CRM system and search for the relevant data but that would take time and disrupt the conversation flow. With a bot, however, the account manager simply sends a text command within the body of the conversation and instantly taps into the CRM.
Customers and enterprise employees benefit from getting an immediate and correct answer to a simple question, thus boosting employee productivity and improving customer experience.
LeapXpert’s chatbot integration
More advanced workflows are possible due to LeapXpert’s uniquely open architecture, based on Open APIs. This enables easy integration with third-party applications such as CRM, archiving, monitoring services, and chatbots.
Several LeapXpert customers are already expanding their solution by integrating their own chatbots into 1:1 and group chat rooms.
LeapXpert allows chatbot deployment in different ways, such as:
- Chatbot added to 1:1 chat rooms
- Chatbot added to group chats
- Direct chat with the bot (for the employee) – available soon
Many configuration options are available to adapt the company’s different policies for record-keeping and archiving.
Chatbots enhance personal communications, improving productivity and customer satisfaction.
Talk to us if you want to know more about Chatbots!
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