The Human Touch: Balancing AI with Best Chatbot Implementation Practices

The way users communicate with businesses has evolved rapidly, i.e., moving from traditional channels such as email and phone to more real-time and conversational messaging platforms.

Automation technologies such as Artificial Intelligence have left their mark on customer support and are now making their way into IT support and IT service management (ITSM). Companies are interested in two main factors, improving efficiency and reducing costs.

Beyond our personal lives, AI has revolutionized our work environment by communicating with other functions and everyday tasks. Real-time engagement is key to gaining a competitive advantage and a great experience in the digital ecosystem. IT users don’t want to fill out lengthy ticket forms and wait hours for a response.

Advanced natural language processing (NLP) and deep learning have led to more practical use cases for Artificial Intelligence (AI).

What is a Chatbot?

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A chatbot is an Artificial Intelligence application that interacts with users through a conversational platform. Artificial Intelligence, Machine Learning (ML), and Natural Language Processing (NLP) are used to develop a chatbot.

Chatbots use AI/ML/NLP technology to conduct human-like conversations in real time, making everyday tasks more straightforward, easier, and efficient.

Chatbots can handle employees’ day-to-day problems faster, thus increasing the efficiency and productivity of the entire ITSM.

Automation is a top business for today’s IT leaders, so chatbots are the next generation of automation tools that can do more with less.

Chatbots transfer trivial tickets to human agents. When chatbots are used for IT support, virtual agents interact with users through a conversational user interface to resolve queries faster and are available 24/7. Chatbots are programmed to learn from past encounters and evolve.

Now let’s look at the shortcomings of traditional channels and why users can get frustrated.

Communication Channels

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According to the 2018 State of Chatbots Report, chatbot usage is at 15%. Although its usage is low compared to traditional channels, it has been overgrowing in recent months.

The following paragraphs explain the apparent reasons why users are moving away from traditional communication channels.

Traditional channels are a source of frustration:

  • No immediate answers and long waiting times
  • Too much hassle to find answers to simple questions
  • Too difficult to understand and navigate the portal
  • It takes too long to resolve a simple query.

Chatbot Use Cases in ITSM

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Better Self-Service

IT cannot increase the number of agents in proportion to the number of tickets. Chatbots come to the rescue here. Chatbots handle routine incidents and service requests, and users are suggested relevant self-help articles to help them redirect tickets.

Virtual agents provide real-time, consistent, and personalized interactions with end-users, improving customer satisfaction.

Chatbots provide consistency in language, response time, and availability. However, chatbots do not replace human agents as they solve complex Level II and III queries.

Ticket Categorization & Assignment

Categorizing tickets is time-consuming at the help desk. Chatbots simplify this process by intelligently classifying tickets into agent groups according to the type of problem.

They take into account different ticket classification criteria and also evolve based on prior learning.

If the chatbot cannot resolve the ticket, it is assigned to the appropriate agent, giving it full context on what has happened so far.

Password Reset

Password reset is the most common request to the helpdesk, and agents spend a lot of time dealing with this transactional query.

After introducing AI, password recovery is handled by chatbots that connect to the backend and set a temporary password for the user. This is all done seamlessly, without any manual intervention.

Access Provisioning/Deprovisioning

This is the type of service request that users usually ask for. Chatbots understand the type of request, the job title of the requester, and the department and send approval to the appropriate management to grant access to the application. Similarly, chatbots automate granting access to users.

Agent Assist

Chatbots help ends not only users but also agents in resolving their requests. For example, an agent requests a report on the volume of support tickets, and the chatbot prepares this report and immediately forwards it to the agent.

So chatbots are not just for customers, but they also help agents do their jobs more efficiently. Bots proactively inform agents of any significant incident. For example, bots can relay messages internally within the organization.

Automated Workflows

Approvals for service requests and changes are standard within the IT service desk. The resolution of these tickets is often delayed, pending the correct approval.

In this case, the chatbot automates the workflow and ensures immediate approval by alerting all relevant approvers. Similarly, the onboarding/offboarding of employees is automated by allocating all necessary resources via the chatbot.

Knowledge Management

The key to effective self-service is knowledge management. It contributes significantly to ticket transfer and is an essential resource for self-service. Chatbots are very useful in recommending the correct articles and getting real-time feedback.

Chatbots automatically recommend relevant articles to users. Based on aggregated ticket data, they identify knowledge gaps and determine missing knowledge articles.

New knowledge articles are created based on the provided ticket solutions.

  • Intelligent search
  • Intelligent solution suggestions
  • Identification of gaps
  • Creation of solution articles

Chatbot Effectiveness

Coverage – the number of questions that the chatbot can answer correctly.

Accuracy – whether the suggestions are helpful or not

Bias – the number of questions the chatbot can answer without human intervention.

The implementation of chatbots should be top-down driven, and it is the responsibility of management to communicate value and pilot with agents. It is important to stress that robots are not a replacement for human agents but a complement to them to do a better job.


One way to remain competitive in modern business is to automate as many processes as possible:

1. Save time and money

By automating conversations that would otherwise need to be answered by an employee, companies save time and money that can then be used for other tasks. An engagerbot can also be used 24 hours a day, every day of the week, so your website is never offline.

2. Generate leads and revenue

Engagerbot for Education & Coaching uses direct messaging to qualify your visitors and direct them where they want to go to increase your chance of a conversion.

For example, by asking your visitors just a few questions, you can determine whether or not they are potential customers.

If they are, you can convey them right to your sales team or to an item you want them to purchase! Alternatively, Engagerbot can take their contact information and automatically add them to your email subscriber list.

3. Guide users to better results

Not every visitor is a potential customer, and many don’t always know where to find the information that interests them. Some may not even know what they are curious about. Probably they heard your brand name in passing and chose to find out more.

By asking a collection of licensing inquiries, you can direct visitors to the best place to find the information they want without selling them anything.”

24/7 availability: improves the overall response time to user queries and is available 24 hours a day, leading to an overall improvement in resolution time and productivity.

Faster ticket resolution: As the chatbot is powered by AI and ML technology, the overall resolution rate increases, increasing customer satisfaction. Faster ticket resolution also means faster business recovery.

Proactive engagement: Chatbots are intelligent enough to predict events and report tickets. Proactive engagement saves costs by eliminating delays and significant service disruptions. Chatbots will proactively inform agents of potential SLA violations.

Cost optimization: Chatbots divert regular Tier 1 tickets, ultimately reducing the overall costs incurred. Helpdesk staff are freed up from regular invoicing tasks and can focus on solving complex problems.

What Is chatbot marketing?

Chatbot marketing is a strategy that uses chatbots for marketing your business. This tactic caught on when Facebook opened up the possibility of integrating bots into Messenger features. Previously, many Facebook Page messengers were not used at all. Occasionally, customers would send in questions or concerns, and it was much less common for businesses to respond.

The marketing strategy of chatbots can ensure that your customer service queries don’t go unanswered, and many can even help create sales opportunities.

How Can You Use Chatbots in Marketing?

There are various ways in which can use chatbots for digital marketing strategies. Bots can be beneficial for automating basic processes, answering common customer questions, and even making sales.

Let’s find out more.

Chatbots for Customer Service

If your business receives many customer service requests via Messenger (or if you want to use Facebook Messenger as a customer service channel), bots can be a great help. You can create a chatbot that helps customers narrow their customer service questions to a specific category before directing them to the right contact or answer.

Chatbots for Sales

Chatbots can help direct people to your sales channel. Whether you use it to make consultation appointments or collect emails for your newsletter, it can be a great entry point into the customer journey. Many customers are hesitant to pick up the phone, and therefore, it can be helpful to offer them an easy way to communicate online.

Chatbots for FAQ

Let customers or potential customers ask frequently asked questions on your chatbot. Programming your bot with question options and associated answers is a great way to convey information to your audience in a more interactive environment. Your customers will enjoy interacting with your chatbot, making them more likely to choose your business over the competition.

Chatbots for Shopping

Facebook Messenger chatbots even allow your business to offer an in-app shopping experience. You can customize chatbots to allow your customers to browse products and make purchases directly from the chatbot.

Chatbots for Marketing

Of course, there are so various marketing strategies using chatbots. You can use it as a lead nurturing tool. Once someone willingly sends a message to your chatbot, you can continue to send them helpful information to make a purchase or sign up for a service. This can be a powerful tool in your digital marketing arsenal (even more powerful than email marketing) as it is a more direct form of personal communication.

What Not to Do in chatbot marketing

It is essential to keep in mind that there are still some reservations regarding chatbot marketing. While this can be a powerful and effective strategy, it still requires some work from your marketing team or agency.

Firstly, you should not allow your bots to take over your marketing completely. For a strategy to be successful, it needs to have some human touch.

While automation can be beneficial, it should not be the only way to communicate. Whether you have your chatbot start conversations that lead to humans or have your team regularly check to ensure the bot is working correctly, it’s important to remember that chatbot marketing is not a set-it-and-forget-it strategy.

Secondly, when using chatbots as a marketing or nurturing tool, don’t go too far. Remember that it’s a fantastic tool, and it’s helpful to send messages directly to your customers.

So you don’t want to abuse this power. If you send too many messages to your audience, everyone will unsubscribe, and they won’t want to see spam from your business in their Facebook Messenger inbox.

Chatbot marketing is a popular, high-converting digital marketing strategy. It requires some preparation, especially in creating conversation trees and using third-party software to program your chatbots. Still, the initial time and cost investment are worth it if you get this strategy right.

ChatCompose is a chatbot system that offers a variety of integration channels and uses cases, including chatbots for the web.

Installing a chatbot on your company or business’s website covers many needs, from lead generation to online reservations. Everything will be automated, saving you time, optimizing your service, and saving you money. Therefore, it is essential to develop a chatbot for your website.

A chatbot is a message (and sometimes audio) interface created using prepared scripts, questions, and solutions. The chatbot can utilize artificial intelligence to answer inquiries, take orders, perform tasks automatically, and provide any services for which it has been trained. The chatbot can do wonders for your business if you can create and install it on your website.

How to develop a chatbot for your website (with ChatCompose)

To show you how to create a chatbot for your website, you first need to define what use cases you wish to give your chatbot. Although a bot can perform many tasks simultaneously in an automated way, it is good to have it focused on specific goals to achieve them.

Those who want to use a chatbot on their website usually look for use cases like generating leads, making reservations and appointments, and conducting surveys. Based on most of the demands, we will explain how to create a bot for these cases.

Generating leads

Companies and businesses have used more or less sophisticated forms to get potential customers to provide their information for a long time. But lead information, the most valuable asset any company working with customers can possess, is jealously guarded by humans.

Many potential customers initially refuse to continue the process when they see a form, whether out of distrust or fatigue. Chatbots can automate the process of lead generation.

The bot can gather all the information that a form would typically collect, but through a conversation that is a bit more subtle and makes the customer feel more comfortable.

People are curious by nature and want to keep talking to the chatbot. It has been revealed that 69% of consumers prefer chatbots to communicate with brands quickly. Let s check out a simple example of lead capture with a bot below.

Only fundamental questions like name and email are asked in the previous image. However, ChatCompose allows you to edit the scripts to ask the necessary questions to get all the relevant information.

To appoint this use case to your bot, all you have to do is go to Chatbots> Use Cases, and on the Task switch, discover the option Capture Potential Customers or Data Capture. There you will discover a default script that you can edit and customize to fit your company’s needs.

Book appointments and reservations

An essential task for restaurants, health centers, clinics, and beauty salons is automating reservations and appointments.

Providing a convenient and hassle-free reservation process helps generate more efficient and faster reservations, increases revenue from reservations, and reduces the likelihood that the customer will abandon the purchase or service.

The chatbot can handle each customer simultaneously without spending resources on an agent or secretary.

Let’s look at the following example:

Within the ChatCompose platform, you will find a default script for creating reservations or appointments under Chatbot’s Use Cases, choosing Tasks, and accessing Appointments.

Additionally, in the Reservations / Appointments menu, you can personalize your calendar according to the availability of your business or service.

The scripting interface allows you to enable the “Reserve” component for your bot as you script to begin scheduling meetings with the times and dates you marked as available earlier in this section.

As you create your script, you can add the “Reserve” component, as shown in the figure, to have the bot suggest reservation options to the user during the conversation.

The chatbot will notify you every time a new reservation is made. The system is responsible for automating this procedure and allowing your users to select their appointment or reservation according to their accessibility and the dates and times you mark as available.

This way, your customers won’t have to wait long to contact a member of your team to schedule an appointment.

A ChatBot can assist a client through a discussion flow that reduces friction when reserving a service. You can also answer customer questions about the service in the same chat.

Frequently asked questions

A chatbot trained to answer frequently asked questions is a great way to improve your customers’ experience on your website.

It allows the chatbot to answer the most frequently asked questions about your items or services.

  • To train your chatbot, you have three choices.
  • Use your question-and-answer pairs.
  • Load a topic
  • Import your questions and answers

You can read the complete guide to training your chatbot with answers here. Remember that the key to meaningful answers is to phrase your questions the way users ask them.

Surveys and feedback

Getting satisfaction surveys, product perspectives, or customer impressions is becoming increasingly complex, and very few customers fill them out because it’s inconvenient and you usually have to follow a link. A chatbot can help by embedding a survey into the conversation.

The information you can gather through your surveys is valuable, helps you enhance your products and solutions, and prepares you to keep up with your customers to have an advantage over your competitors and better understand business trends.

But how can you get a customer to tell us what they think? Quite simply, through chatbots. Considering that most people are curious to interact with a bot and that it is straightforward to communicate through these programs, it is possible to install a survey component in our bot so that customers can give their opinion.

Let’s take a look at an example:

The image shows the fields containing the questions you want to ask your customers. For example, would you recommend our service to others? Or would you buy from us again? You can find this component under ChatBots Use Cases, under Task, and then Simple Survey.

You can edit the script with the questions you want to ask your customers. Then save the script with an ID and specify whether or not you want it to be the default script your bot uses on the web.

If the survey is not the default manuscript but just one of the tasks your bot performs, you can integrate the survey script by adding the </> Script component and selecting the survey script while creating the flow of your main script. This step also applies to adding the lead generation script to your main script.

In this way, bots can become fully functional to perform these tasks, which can be repetitive in many cases and do not require the intervention of a human agent. Also, keep in mind that users don’t want to be redirected to forms or other pages to resolve their queries.

With the bot, all operations can be performed automatically within your website without the need to go to another address or landing page.

What are Conversational Advertising and marketing?

Conversational Marketing: Why It Matters Most For Your Brand
Conversational advertising and marketing is an approach that enables brand names to pay attention to and give value to users while obtaining unique insights concerning their clients.

Scalable technologies such as chatbots and various other digital services are needed for many services to have these conversations with clients and acquire workable insights.

These devices can be seen as the brand-new ears of marketers. They can be embedded virtually anywhere they engage with consumers, such as on websites, mobile apps, or interactive advertisements.

Just how can conversational marketing be extended?

Bots allow you to react quickly to visitors 24 hours a day, even when your team is asleep. Crawlers can ask the same concerns a sales representative would undoubtedly ask, so they recognize that it would be suitable for a sales representative to talk with and connect them with the ideal individual.
Chatbots are so effective at these conversations that they now take care of more than 50% of all conversations on Drift.

Why should we respect conversational marketing?

According to Forrester Research, 80% of customer interactions will happen via voice and messaging applications by 2022. This suggests that if we don’t start thinking of integrating these applications into our strategies currently, we take the chance of falling behind.

Also, the average individual invests 50 mins a day on their mobile phone. If you want to reach people with whom they invest a lot of their time, you need to be available where they are. With chatbots, you can quickly create a platform where users can interact with you 24 hours a day.
And also, according to Gartner, 40% of customer care demands will originate from chatbots by 2020. If you intend to stay competitive, you need to construct chatbots right into your company model.
The good news is that beginning is simple. Right here are some ideas to get you begun.

Choose the right bot

What are the best trading bots? - Quora

The first step to a successful chatbot is selecting the appropriate crawler. There are two main kinds of bots: those that react to text messages and those that respond to both message and voice messages.
If you pick a robot that only replies to text messages, you will certainly not get to customers who would rather talk to a human. Nevertheless, if you select a crawler that responds to both message and voice, you can offer a better experience for consumers who would rather talk to someone than be kind.

When picking an AI-based robot, you ought to consider a couple of things before deciding. First, you need to determine what info the robot intends to collect.

Along with concerns concerning the product or service, it may also ask for individual info concerning the client, such as their name or where they live.

Great conversational marketing methods

It is essential to have an excellent and robust technique when utilizing conversational advertising. This approach will not only help you determine what service you will make use of to accomplish your conversational marketing goals. Yet, it will additionally assist you in defining those objectives at the beginning.

To define your technique, you require to: for example, what type of discussions you intend to have and what type of problems you wish to resolve.

Determine WHERE you want to have the conversation.

  • What networks (e.g., internet site or mobile) and web pages do you wish to reach your clients with?
  • Do you want to involve with your consumers on product web pages, during Frequently asked questions, or while buying?

Think about which funnels are most reliable in attaining your objectives.

Find out WHY you want to have a discussion. Initially, think about what type of information you wish to give and receive through conversational advertising and marketing.

  • Do you want to offer far better customer care?
  • Or do you want to discover more about the client and their online experience?
    (Define the concerns you want to ask)
  • What do you want to ask your consumers?
  • How do you want to continue the conversation based on their solutions?
  • This factor is substantial for responses because you can program the whole discussion yourself with the appropriate services! Based on these first two questions, you can build a structure for the solution you want.
  • Define your technique of evaluation.
  • How far are you ready to most likely to gauge the efficiency of conversational marketing?
  • Do you want to incorporate this information into your total digital method, i.e., monitor performance signs, customer behavior, and so on?

1. Interacting with brand-new website site visitors

This is most certainly one of the most typical use situations – and also, it’s the chatbot we’re all mostly aware of. You go to a website, and the chatbot uses general assistance when you show up there. Site visitors might or may not be willing to engage.

Yet it’s vital to provide brand-new visitors at the earlier phases of the customer journey the chance to get involved with your organization without the pressure of having a particular factor.

When site visitors are in the awareness phase, they have not determined their discomfort point yet. They are doing general research studies as well as might have basic questions. It’s essential to enable them to ask these concerns as they browse your internet site.

American Well uses your visitors the chance to pick where they remain in the buying journey and also obtain the information that matters most to them.

2. Make it help your B2B business

10 B2B Marketing Strategies That Will Grow Your Business - Grow

Structure successful client connections and potential customers don’t take place overnight. However, you can start functioning in the direction of it today.
Here are three workable actions leading B2B online marketers to take when implementing a conversational advertising technique.

  • Talk artistically to your clients

Don’t use overly formal language. Talk like a close friend, not like a business. Be emotional and ask the consumer to react. Always mix media styles.

  • Preserve your brand name character

You have probably encountered an angry salesperson or telephone agent a minimum of once, even if that individual doesn’t represent your entire company; that person’s experience was most likely enough to make you not want to use their service or products.
If this occurs to your company, you know that a wrong response to a tweet or an aloof WhatsApp response can be a PR and advertising, and marketing calamity. This is much more likely if your team is scaled-down and receives many messages.

Using chatbots is a practical means to stay clear of such scenarios. You can set bots to match your brand’s intonation and individuality. You don’t need to stress over differing messages or providing incorrect information. Unlike us human beings, chatbots can access your entire database split second.

  • Manage your customers’ expectations.

Conversational marketing automates interaction with your consumers to turn a marketing funnel into a conversation. Handle your assumptions of what the crawler will undoubtedly deliver. Don’t mislead them into thinking it’s human.

Individuals might be judgmental. This will undoubtedly be a significant advantage if you specify what each interaction has to do. It will make you amazed at how easier it is for them to respond to your concerns than to talk to people.

3. Support the customer

When thinking about your conversational advertising approach, don’t ignore your clients. They, too, want to engage with you rapidly and efficiently.

Chatbots can be an excellent means to assist existing customers who have client support inquiries that require an instant reaction, rather than logging right into a ticker and awaiting someone from your client support team to get back to you.

Right here’s an excellent instance from among our clients, Business Screening, which has a chatbot that offers an engagement option for new visitors or existing clients.

Clients that swiftly arrive on the site trying to find support can search for assistance, enter their names, and proceed with their trip.

4. Make an individual link

Chatbots are a valuable tool for creating a personalized experience.
Think about it by doing this: if you were meeting somebody for the first time, would you instead speak to a human or a bot?

  • Chatbots enable you to make a personal links with your clients
  • They can supply info that helps build trust and loyalty.

For instance, if you own a restaurant, you could send a message asking the number of individuals about supper tonight.
Your crawler can tell you how many bookings it has gotten, the optimum variety of guests, and which tables are still readily available.
If any of your service sales originate from repeat customers, then using a chatbot to monitor previous interactions is a beautiful way to guarantee you don’t ignore them.

5. Service to customers

You probably currently supply client service through phone, e-mail, or live chat if you have an organization.

did you understand that you can add a communication channel to the mix?
With chatbots, you can offer better service to your customers.
Chatbots can take care of thousands of requests rather than sending out a single reaction to each request.
This implies you do not need to work with a different team to manage consumer inquiries.
You can use the same sources to manage inbound website traffic.

As well as, because chatbots comprehend natural language, they can rapidly determine usual problems and address them without human intervention.

6. Boost SEO

6 Excellent Benefits of Using Chatbots in Your Business

(SEO) is just one of the most effective means to drive more qualified cause to your website.
Nonetheless, search engine optimization isn’t constantly straightforward.
Several factors influence whether your content rates are high in search engine results.
Among the most significant challenges is finding one-of-a-kind web content.
With chatbots, you can quickly produce new content on demand.

You can prevent depending entirely on pre-written articles and other static material by doing this.
Instead, you can frequently upgrade your blog posts, social media site updates, and e-books with fresh, exciting material.

7. Increase conversion prices

Conversion rate optimization (CRO) transforms as many website site visitors as possible into paying customers.
It needs constant testing and fine-tuning to guarantee your touchdown pages, types, and phone call to action are working correctly.

It is good that chatbots can help. maximize conversion rates.
Using conversation marketing innovation can boost the customer experience and increase involvement.
Studies have revealed that individuals are more likely to convert when connecting with a chatbot than with a conventional internet site.

8. Lower bounce rates

The Lower bounce rate is the percentage of individuals that leave your website after viewing a page.

Sometimes, this can distinguish between the success and the failure of your online company.
Chatbots can help reduce bounce prices by giving a much better user experience.
Likewise, they can maintain individuals on your website longer, making them most likely to finish a purchase or register for your newsletter.

9. Develop your brand

Chatbots can be utilized to promote a company’s brand charm.
If done well, they can make you feel.
Chatbots can be used to advertise a company’s brand name charm.
If done well, they can create a community amongst fans.
It can also boost trust funds and also loyalty amongst existing customers.
Every one of these can lead to increased sales.

10. Creating a better shopping experience

Purchasing desertion is a significant problem for merchants.
According to current information from Shopify, around half of the shoppers abandon their carts while browsing products on a website.
Chatbots can address this problem by producing a smooth buying experience.
For instance, if someone wishes to get a product yet does not recognize how many shipping prices are, they can ask the robot.

11. Connecting with customers

Chatbots can get in touch with clients at any time.
This suggests that they can talk with you without waiting until the traffic is over.
Crawlers can answer concerns, provide handy details, and even use price cuts and promotions.

12. Enhancing customer care

If you are seeking means to boost customer care, chatbots are an excellent means to do so.
They can answer frequently asked questions, address issues, or allow your customers to understand what is taking place in your service.

13. Developing partnerships

As mentioned above, chatbots can develop relationships with customers.
It is an excellent method to uncover their rate of interest and preferences and develop long-lasting connections.

Finale Thoughts

We hope this guide has assisted you in much better-comprehending bot models. There are many different kinds of bot models, each offering something unique. We suggest attempting as numerous as feasible till you find the best one.


If you want to create your chatbot software Congratulations, you have found it! Make your agency chatbot using our super easy point-and-click agency chatbot software, or we will make you an agency chatbot to get more leads, conversions, and customer feedback or automate customer acquisition and support.

Check out a few examples of agency chatbots directly below such as Chatbot Agency, Graphic Design Chatbot, Media Agency Chatbot, PPC Marketing Chatbot, Recruitment Consultant Chatbot, Human Resources Chatbot, Social SEO Agency Chatbot, and Web Design Agency Chatbot.

Under the client chatbot section, make sure to look at the many chatbot samples by industry to suit your business.

We can take your business automation to the next level, saving you considerable customer service time and significantly reducing staffing and lead acquisition costs.

If you like this blog post please visit Engagerbot for more details. THANK YOU.