Chatbots role in communication

Chatbots play a crucial role in the modern world in enabling communication between
organizations and their customers (Dale 2016). Commonly, business organizations have to spend
a lot of time replying to enquiries from customers even for some topics that are very repetitive.
This increases inefficiency of the business because it has to spend a huge amount of time solving
Solutions that have been solved easily in previous times. For this reason, Chatbots have come up
as an innovative way of solving the challenge of inefficiency in organizations and they provide a
major advantage for these institutions. The tools pose numerous advantages in terms of
efficiency, which is a major preference for most clients (Shum et al. 2018). Increased knowledge
in software development has led to an increase in the number of chatbots available for business
organizations and their types of organizations (Dale 2016). One thing that can be drawn from this
discussion however, is the numerous advantages the tools pause to organizations that use them
and how they enable them to achieve their goals over the long term. This is especially associated
with communication between the customers and the organization and how the development
progresses with time and continuously as the organization grows and enables it to offer a better
service to its consumers.
There are numerous limitations caused by human workers especially when conducting
repetitive tasks. when using human workers to solve certain challenges an average business
organization will be required to have three employees at any time of the year carrying out the
same task each one covering about 8 hrs per day (Shawar & Atwell 2007). This is where chat
boards come in since they are available throughout the day for as long as an entity purchases a
subscription (Shum et al. 2018). This implies that the two is very efficient because it does not
have limitations such as exhaustion or in availability as long as the parameters for its operation
are available for instance the availability of internet and electricity. Particularly, if the chatbot is

FAQ Chatbots 3
installed on the cloud then it will continue running for as long as the business has purchased a
licence and these increases the efficiency of the product in general. consumers are aware of the
service that is available at all times throughout the year they can ask as many questions as they
Desire without piling pressure on their employees on the other end. This highly increases the
efficiency of the organization in serving the individual customers across the globe.
When performing repetitive tasks, especially in customer care division, pressure often
piles up, especially when there is an issue with the product. In many cases when a business is
interacting with clients, clients will often expect immediate answers from the business especially
on an issue that they are facing (Shum et al. 2018). It is hard to assure the clients of this since all
the employees in the customer care line may be covered and therefore unable to provide
immediate answers as their clients may often desire. Chatbots give business organizations an
opportunity to provide these services immediately clients require of them. The tool only requires
the availability of enough computing power and a strong internet connection to relay the service
as desired (Dale 2016). A software tool that is automated can effectively handle orders between
various individuals no matter the number and no matter the time available to handle all these
issues which makes them extremely efficient compared to human workers. It is technically
possible for the tool to provide solutions at an instance and within a very short period of time
which not only increases the level of satisfaction for the clients but also improves the outlook of
the business towards them in general.
Chatbots, inasmuch as they provide numerous benefits to both the business and customer
they remove the human experience that the customer may often desire. Chatbots have a limited
scope to only what situations the business considers (Brandtzaeg & Følstad 2017). In some cases
situations may arise that the business may not have projected and this presents a great challenge

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because if the tool is not automated to deal with all challenges the customer may have a bad and
very poor experience which paints a bad image of the business (Shawar & Atwell 2007). A
human being on the other hand will be able to handle all situations since they can relate in a
human way to the customer. With time however, as technical knowledge grows, there has been
significant improvement in how the tools work (Dale 2016). Additionally, organizations are able
to develop the tools in such a manner that they consider all possible occurrences as they arise
among clients and develop solutions for them. Therefore, a business organization must consider
a lot of time in developing the way the tool works and this enables them to provide a much better
experience for their clients in the long run and enable them to enjoy the service in full and with
utmost efficiency.
In summation, chatbots present a very good experience to customers and improve the
way they relate with a business. The tools increase efficiency in the way a business solves
customer’s problems. There's an opportunity to increase the number of people our business can
serve within a given amount of time compared to when it is using human elements to solve the
challenges. This is a major advantage of the tool and a reason as to why more organizations
should employ it despite the lack of human relationship in using the chatbot which is a challenge
posed by the bot.

FAQ Chatbots 5

References

Brandtzaeg, P. B., & Følstad, A. (2017, November). Why people use chatbots. In International
Conference on Internet Science (pp. 377-392). Springer, Cham.
Shawar, B. A., & Atwell, E. (2007, January). Chatbots: are they really useful?. In Ldv forum
(Vol. 22, No. 1, pp. 29-49).
Dale, R. (2016). The return of the chatbots. Natural Language Engineering, 22(5), 811-817.
Shum, H. Y., He, X. D., & Li, D. (2018). From Eliza to XiaoIce: challenges and opportunities
with social chatbots. Frontiers of Information Technology & Electronic Engineering, 19(1), 10-
26.