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How to increase engagement rate through chatbots?

Away from being queued in a row waiting for someone to save all your stress and nerves, the chatbot will save your time and offer instant replies. Of course, it is not easy to acquire an interactive agent who can instantly reply to the customers in no-time around the clock. However, chatbots resolved the hassle and had developed and replaced the so-called ‘’ customer service or contact centers till it invaded the market. the real reason for integrating chatbots into the business is due to extreme benefits, two of them, is its speed and easy way to deal with.

Gartner, global research, and advisory company, stated that ‘’ chatbots skyrocketed the market and this had acquired high daily usage by the customers to reach easily what they want and as well as for businesses that selected chatbots to speed up their process.’’ Speeding up their process in terms of accomplishing tasks, such as collecting information on users’ interests, arranging meetings, and reducing overall costs. Chatbots’ fast and simple responses are the most essential for filling business needs that focus on enhancing their reputation and building an effective customer relationship management process. Today, when all customers had witnessed a superb service by chatbots, chatbots became the new norm for all businesses that are aiming to take their customer experience to a whole new level.

Flashback to the traditional customer service, when agents greet the users by their name and track their interests, customers feel that they are appreciated by the organizations and feel that they are keen to offer the help, but the disadvantage of the traditional customer service was that they are too slow to reply and do not show a constant process.  Here comes the advantage of the chatbot that offers a full and constant customer experience process. When users know that your businesses provide personalized, full, and constant customer experience, undoubtedly, they will utilize more often. The reason for the full-fledged customer experience is due to the brilliant and extreme innovation technologies powered by artificial intelligence and machine learning system. The chatbots, powered by artificial intelligence, process the incoming data, and learn how to respond in no-time from the CRM solutions. 

In a brief, the CRM, Customer Relationship Management, is basically the marketing approach that the company utilizes to manage and analyse interactions with their previous, current, and upcoming customers. Utilizing CRM, Customer Relationship Management, chatbots can friendly engage with the users and offer their personalized experience. For example, if a specific visitor to your website has trouble with his/her account information, in the next visit, chatbots can send him/her a direct message and help the visitor if they need any help to log in. Furthermore, the CRM, Customer Relationship Management aid the chatbots to share the moment the visitor logs into his/her account, all the detailed information or updates on their previous interactions, and help them to decide whether to reorder the specific item or not. For example, in the food delivery business, the chatbot recognizes the most frequent orders and offers to automatically reorder it by the user.

Through businesses’ websites and mobile applications, chatbots can actively engage with the customers and answer all their inquiries in no-time. The user-friendly chatbot is providing a typical ‘’ human-like’’ interaction and its benefit goes to its speedy and logical responses. Every time the user visits the website, the messenger chatbot is ready to embrace his/her visit by sending a welcome message saying ‘’ Hi’’ and asking to offer help regarding customers’ inquiries. However, regarding businesses’ mobile applications, chatbots can send interactive messages that keep customers updated with the latest products and discounts through utilizing push notifications. Push notifications are the ultimate, advanced marketing way that keeps in a superb contact with the customers all the time. simply, this process goes by sending messages to the users without opening the business application.  The sending text can be different approaches that can help the customers to like, reutilize the application on regular basis, and encouraged to interact and share the user-friendly experience. A great example that showcases how businesses utilize chatbot push notification when there is the latest product they need to announce to their customers.

For example, the chatbot can send a notification that asks the customers through a survey on how to develop the user experience, inform them of the latest products and discounts and ask them direct questions to help them to reach what they want. However, the most vital thing when utilizing push notifications is that your business should acquire the right, perfect balance between limited and excessive text messages to make sure that the customers not get overwhelmed with the limited text messages they receive nor get annoyed with the too much-received messages. If the businesses are aware of this perfect balance and sending it in the right time, businesses will guarantee an increase in their engagement rate and pave the way for other marketing opportunities, but if the businesses failed to acquire the perfect balance, many customers will unwilling to interact and share such friendly customer experience. 

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Why the education industry had integrated chatbots?

We all receive the news that artificial intelligence and chatbots had invaded the market for the last couple of years across different domains, such as marketing, customer service, and technology. We all noticed how the advanced technologies replaced humans and how these technologies proved to be effective in terms of its quick learn, understand, and respond to the customers. Yes, we have seen how artificial intelligence aid not only for businesses to speed up their operations but also to facilitate human life especially for the people who are blind and visually impaired.

The Or Cam My Eye, invented by OrCam, is  the most advanced wearable device powered by the artificial intelligence technologies to help the blind and visually impaired to read the text they want to read whether from a book or through smart screens , help them to shop on their own and lead them to work more effectively. The brilliant device privilege is really helpful to guide and fast to respond, and by this progress, we can conclude that artificial intelligence will flourish the upcoming years with its creative, helpful, and quicker devices that can aid the humans. Now, many people prefer to interact with artificial intelligence after they noticed its fruitful results ending in facilitating human’s life and augmenting business operations. 

That is why many industries had expanded to integrate artificial intelligence and chatbots into their business and this was especially obvious in the education industry. This industry focuses on modernizing their system and help the students to communicate through perfectly personalized bots. The perfectly personalized bots’ advantages were extremely beneficial to help the students to ask, learn, and score high good grades. Now, many schools’ administrations and teachers have recognized the importance of switching from the old-traditional tutoring systems to deploy chatbots, powered by artificial intelligence, to their students. Also, the reason for deploying chatbots into their tutoring systems are due the millennials are familiar, quick to learn and easy to use the new advanced technologies.

 Kyla Matthews, a technology expert, stated that deploying chatbots in tutoring systems will help the students to get more attached to the new learning process and arrange our processes more effectively.’’ yes, it is valuable to provide an integrated chatbot to help the students to learn in such advanced way, while the same time it could be cost-effective for running such a process. It is beneficial to save the industry’s cost and to help the students to ask and receive their answers in no-time hassle-free. The designed bots for the education industry are perfectly designed to serve students’ needs and engage with the students to answer all the inquiries regarding any subjects at any time at anyplace. In anytime and anyplace, bots will send the shortest, fast but valuable pieces of information to the students on all the available social platforms, such as, Facebook, Twitter, Skype, and other social media platforms that make learning and interaction more interesting and fun with the visually pleasing content. 

Chatbots are the optimal medium of learning for many students to learn, interact by asking questions, and overall, extremely interesting, fun, and engaging experiences. The most useful, intelligent chatbots, powered by artificial intelligence, provide a suitable and convenient environment for many students to study, teach the students through its provided lectures that come in a form of series of instant messages. Throughout the provided lectures, students can interact and ask freely their questions while receiving instant messages in no-time to their answers.

After receiving their inquiries and interactions, the chatbot analyzes and recognizes their interaction patterns by the support of artificial intelligence content analysis. These processes accomplished through the social media platforms where the students are not limited to exchange messages only but also to study subjects, to do their research papers, help each other with the assignment. The chatbot is the teaching assistant that guide students to a clear explanation that can help to overcome hard to know questions and topics, helps to complete any assignments, recommend any related to materials’ content that can improve some specific areas and develop skills. Also, if teachers are anxious about the repetitive daily, long, and boring tasks, chatbots will help to arrange properly and quickly. The burden of completing the repetitive daily tasks will be totally forgettable and will help them to focus on producing top-notch quality for the students. These examples show how chatbots can be a benefit for both the learning process and engagement rate. Furthermore, the chatbot sends notifications to the students as reminders to submit their assignments early before their deadlines, submit their first draft for their project, and to let them know if there are any interesting upcoming events that they should never miss.

Analyzing students’ performance is the most pivotal to the students to help them to know where they stand out. Usually, feedback helps the students to identify the specific areas that need to work on and exert some efforts to reach high performance and the areas they are best in, as well as teachers, chatbots provide a great opportunity to help the teachers to identify the areas needed to be improved and figure out the skills needed to be a successful tutor. The feedback is collected through a survey sent by the chatbots to the students asking how the course could be improved, to rate previous lectures so the chatbots can collect, analyze and figure out how they were effective to the students.. At last, the chatbot is always available to students and teachers to learn and receive information, get an evaluation, help in grading and collecting feedback; all these processes are delivered in time and accurate.

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How chatbots can improve productivity amid the virus challenge?

With the development of artificial intelligence, many businesses resorted to integrate chatbots into their businesses to impact their marketing, increase customer retention, and improve productivity. Famous F&B companies had granted this opportunity to their business, such as Starbucks and Domino’s pizza to improve their marketing and increase customer retention. The advantage of integrating chatbots into their business is not only based on impacting marketing but also based on freeing up phone lines that it too tedious for people to wait for a reply and receive their orders. Today, many businesses had started to integrate chatbots into their business after noticing its extreme effect on customer service and marketing. This was remarkable in the western countries, and in the middle east countries, especially in Kuwait, Saudi Arabia, and Egypt.

Retails in Kuwait is one of the most demanding businesses that integrated chatbots into their business essentially to help more people to engage and provide personalized customer experience. 360 Mall in Kuwait is one of the most reputable malls in Kuwait that had provided the bright and witty, ‘’ Nouf’’ chatbot through customers’ preferred platforms to revamp their shopping experience. Nouf, who can talk in both Arabic and English, listen precisely to customers and understand their needs and based on this, Nouf provides the greatest insights on customers’ interests. For example, Nouf can suggest recommendations suggest certain brands for customers’ specific items and guide with directions to any store, restaurant, or anyplace that the customers’ want to base on their location inside the mall. Furthermore, Nouf also guide customers to the brands of specific types and help the customers to know the latest deals in  their favorite sports, technology, or fashion outlets in addition to providing contact no and website addresses for any further details that the customers need to know more about.  Aram Mkrtchyan,  The General Manager of 360 Mall, stated that we are utilizing this technology to facilitate customer experience and to make their journey as easy as simple, moreover, alongside the settled benchmark for facilities, dining, and entertainment experience, we are striving to add more into our technologies to make it the best and outstanding experience to our customers and our journey as well.’’ Nouf’s chat channels, Facebook, and WhatsApp were carefully chosen due to its high penetration rate by users in Kuwait and high engagement rate applied by the followers who found Nouf too funny to talk and interact with. 

Certainly, 2020 is the year of revamping customers’ experience and this is was literally clear enough to Souffiane Houti’s words.  Souffiane Houti, CEO of ViaFone, stated that ‘’ one of the biggest changes happening in customer service is the automated customer experience. Whether it achieve sales targets, providing information, or introducing a reward program, the most important thing is to automate the response to achieve continuous interaction with customers which is fast, easy, and intuitive. ’YES, you totally now get this well, chatbots have plentiful benefits to your business. Chatbots become an integral part of today’s businesses’ digital transformation with plentiful benefits that skyrocket your business among other competitors in less time. 

The coronavirus revealed a year of isolation and reduced face-to-face interactions, but with the help of the chatbots powered by artificial intelligence, businesses resorted to integrate and utilize chatbots to avoid their employees from being infected. People do not comfortable with the new normal life that COVID-19 stressing on, but they are trying to adapt themselves adhering to COVID-19 safety precautions. However, some organizations faced some challenges during the earlier months of the virus as their flow of work has been interrupted and minimum business disturbance, but the only way to overcome this obstacle was integrating chatbot into their business.

During remote working, where employees must manage home responsibilities alongside their office tasks, employees need to extend the traditional working hours for instant reply. However, this organization had deployed chatbot across its digital channels, such as webchat, SMS, smart speakers to deliver 24/7 offers basic support for customers repetitive queries and issues and quickly escalate issues when it gets complicated to human agents. This example shows that 24/7 support offered by the chatbot tackle the aspect of waiting long hours without human intervention and answer the repetitive or standard queries in-time and more effective than human agents. Alongside its 24/7 support, the chatbot offers the multi-language help. Specifically, the chatbot is not only based on English only, but also on multi-language utilized by alienated regions all over the world. With the avail of Natural Language Processing and machine learning, the chatbot understands employees’ requests, quickly identifies the objective of the request, and based on all, the chatbot provides the logical responses in no-time with minimal chances of errors.

Therefore, traditional customer service became no longer the same as the traditional online searches. The traditional online searches provide results and totally irrelevant after spending some time attempting unsuccessful searches, but due to integrating chatbot into a business that was successful. the reason for chatbot successful results is due to stored data that is based on analyzing and predicting people’s interest before they ask or need for. This knowledge-based data can provide the most immediately relevant results to employees’ searches after tracking, analyzing, and predicting their interest. The chatbot can automate employees’ inquiries and answers in-no time and speed up the business process as it saves time and reduces operational costs. It is trained for ideal responses that are based on analyzing, predicting employees’ interests, and responding in no-time.

Undeniably, the advanced machine powered by artificial intelligence chatbot saves time and reduces the burden of repetitive, time-consuming tasks. Employees always face the problem of amending and finishing regular and unexciting daily tasks because it is too repetitive and time-consuming for accomplishing other office tasks. The chatbot powered by artificial intelligence is trained and designed to accomplish the tasks much easier and faster than a human who could spend some time gathering knowledge, understand and improvise, and dealing patiently. Instead of accomplishing repetitive tasks, the chatbot saves time for employees to accomplish the tasks and rectify the most complex of them, so the employees can possess the time to learn, develop and acquire some work skills.

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How Can Artificial Intelligence Affect Digital Marketing?

In the 1990s and 2000, when the internet and online technological devices were starting to rise, many businesses and brands shifted their focus on how to utilize the internet to pursue marketing goals. Lately, in the last ten years, after the rise of social media platforms, such as Facebook, Twitter, Instagram, and others, brands knew how to utilize the internet and apply their marketing on the rising social media platforms. However, with the advanced artificial intelligence (AI), had provided new methods that aid marketers to revamp customers’ experience. By utilizing AI in marketing, brand-customer relationship management and customer loyalty are successfully achieved.

One of the most successful is the conversation chatbot. The conversation chatbot plays a pivotal role in positively enhancing customers’ experience and achieving success for business marketing. Certainly, the chatbot provides a contextual understanding that understands the content of the users and interprets into a meaningful and logical answer in no-time. The chatbot understands the user’s interest based on collected data and learn when it is suitable to chat and start a conversation with the user at the most needed time to make it happen. Instead of hiring human agents to 24/7 assisting your business, integrating chatbot fewer business costs and it changes customers’ support landscape with its tailored approach. The tailored approach is developed to acquire new customers to your business through personalized content that can help the customers to amicably engage and increase their retention. The helpful chatbot provided by Bank of America’s Erica was the superb example of a chatbot that simply added true value to the customers. The helpful chatbot was a kind of education one to the users through its provided educational videos and significant content on finance. The showcased videos and content helped the users to know how to save money, make transactions, and help them in their finance decisive decisions. 

Consumers heavily depend on digital means through search engines and social media platforms to reach brand products and share their opinion. The regular visits to the website help the artificial intelligence to recognize, predict users’ interest, and provide the results before the user expects. The accurate and instant results that the artificial intelligence provides, help the customers to easily and in no-time receive their answers, and regularly utilizing this engine much. Furthermore, the regular visits help marketers to track and understand customers’ behaviour and purchasing motivations. However, the number of customers is extremely huge to segment and define the behaviour of each, but by the help of artificial intelligence, it can easily track customers’ previous interactions and create customers’ segments. The artificial intelligence precisely defines customers’ profile and buyers’ interest that helps to segment your marketing messaging, email, and content marketing. It would be impossible for humans to collect all the numbers to comprehend customers’ attitude when purchasing and what forces them to resist, but the artificial intelligence and by the aid of its Algorithm, it can create advanced customer profiling and provide detailed customers’ interest immediately.

Across social media platforms, artificial intelligence proved its impact on social media platforms and public relations strategies. Many people resort to utilizing social media platforms to share their opinion about the company either positively or negatively. Businesses protect their reputation by hiring marketers to execute ‘’ word of mouth’’ to the customers, such positively responding to the comments even the feedback is negative. however, in 2020 and by the avail of the brilliant artificial intelligence, the business can guarantee 100% protection of their reputation. The artificial intelligence can discover how users feel to your brand using text analytics. The text analytics is a kind of emotion-based in Mention, a web tool for brands to manage their social media platforms, that analyze the tone of voice, and distinguish the key topics that can help to take any action and avoid reputation damage. Furthermore, the new analytics type is image analytics. The image analytics recognize and spot where the brand’s logo appears on social media, either in an image on Facebook or Instagram or through a video uploaded on YouTube.

After artificial intelligence significant impact, many brands head to utilize it in their marketing to change customers’ prospect and to acquire a new audience for the business, four of which are Amazon, YouTube, Qurious, and Under Armour. Amazon, integrated AI in their search engines using pop-up suggestions. These suggestions are based on artificial intelligence analysis that is based on tracking customers’ previous interactions and interest. This example typically similar to  the online video-sharing platform, YouTube, that its artificial intelligence recommends and suggest videos on the home page after predicting customers most like to watch by recognizing and analysing the videos that they often favour to watch. Qurious, the AI-based software, helps to predict the market demand and guide marketers whether to proceed the deal or discontinue the discussion with the client. Also, Under Armour, manufacturers footwear and sports in America, offer personalized health and fitness guide which are based on recommended advice that help on how to improve lifestyle and diet performance.

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My Dream Chat Guide Users to Analyse Their Dream and Enhance Mental Health

It has been said that “dreams are as simple or as complicated for the dreamer.” Dreams are what comes to your unconscious mind during the statue of sleeping, it can either be simple and beautiful that you need to share or live its adventure, or it can be your worst nightmare. Sometimes, people in many countries, resort to superstition; those who think they have spiritual powers, to interpret the message behind their dreams. Those who resort to the superstition totally believe in their words and ensure how their lives will change accordingly to their words. However, in today’s world of technology, dreamers easily share and interpret their dreams. With the brilliant patent chatbot, dreams interpretation will be enhanced through the analyzation process. Nothing will devote the user from sharing his/her dreams through the chatbot that analyses users’ dreams in a form of conversation quiz. The My DreamChat, founded by Sansan Fibri , the entrepreneur and founder of Wakefully in 2018, is a chatbot that aims to have a positive effect on mental health.

Sansan Fibri, the founder of Wakefully, believed that dreams help to overcome and surpass the emotional challenges that face human lives and helps to guide the paths. Her aim was to provide guidance for the dreamers that positively impact their mental health. However, to achieve this goal, there must be a lead or solution that helps to positively impact their mental health. This lead started by the name, My Dream Chat, as a self-therapy way, it is a tool to guide users to answer all the questions in a conversational-quiz format regarding their kind of dream and by the end, it is analysed.

Since the prevalence of COVID-19 all around the world, this concept gained people’s attention and obsession vastly and obviously then it first started. As proof, Sansan conducted over 10,000 surveys among My Dream Chat users and her conclusion was, after analyzing and revising, as people were petrified of being infected by the virus and subjected to death, some were desperate and giving up and this was obvious through their use of words, such as, feeling imprisoned, hopeless and powerless. Fibri clarified that the fear of the coronavirus is due to these feelings, but, lately, she discovered by herself new insights after she analysed and proofread that 82% of respondents did not lose hope and were extremely cheerful.  

Sansan revealed that when we become conscious of the unconscious patterns and triggers, it extremely affects and changes the mindset, and long-lasting healing happens. “The effectiveness of mindset change leads up to 95% of the decision- making and attitude.”, according to Sansan. Sansan was eager to bring the strong therapy experience to its exceptional project that serves and leads the dreamers to that change and that effect. This was solved through its application, My Dream Chat, by her founded start-up, Wakefully, in 2018.

However, to build this project, it costs tons and tons to invest. She devoted all her time and effort to come up with a minimum viable product to appeal to the investors. The reason for coming up with a minimum viable product (MVP) is to deliver the best and optimal value for the people while using the application and to present future benefits to early adopters. That is what needed to be sold. The problem is that raising IOS for her MVP in 2018, was not the ideal solution to gain investors and build her start-up, as it went way too much expensive as a User Interface to be used and enhanced. It works with a much cheaper and more robotic solution. She noticed that when she thought of how well both, the nature of the conversation and Q&A complement each other effectively, the chatbot would the best solution. The vision she realized led her to build the application by herself. She said, “I had no idea that I, the founder, will be able to build this by myself.”

After several kinds of research, she noticed that the messenger chatbot will lead and achieve her marketing and sales goals, and undoubtedly be optimal for a MVP. Through streamlined advertisement, people will solve the quiz, the solved answers will land to her page, to be analyzed. When the user selects his/her type of the dream they had, they are navigated to a conversational-quiz format to answer all the questions concerning their dream and their feelings accompanied with it. After all is done, the chatbot revises and analyses their dream. The analysis is produced and interpreted in a meaningful context that explains or symbolizes all that is related to a person’s life experience. All this occurs while utilizing Facebook’s chatbot. She knew how to sell her product by engaging people to solve the quiz, which helped to increase her traffic to her page, also to capture unique opportunities, as through streamlined ads, to deliver value and retarget the audience. Furthermore, since she was a former screenwriter and producer, she knew how well to handcraft and deliver the most engaging content to her audience that can help them to amicably engage and feel motivated to have a real conversation with the bot.

As she stated that “Our entire value preposition adds to our chatbot.” Furthermore, the reason behind the built bot was due to the support of Chatfuel, a non-technical solution for Facebook, Instagram, and Messenger. Targeting her ad audience was by the support of Chatfuel’s segment sync feature and managing her advertisement by the native ads integration, which resulted in increasing her click-through rates by 6% and cost per gain of $ 0.32. Furthermore, Chatfuel’s tutorial courses, videos, and documents provided a guide from basic to the advanced learners on how to build your messenger bot and increase sales for your start-up. This had helped Sansan to build her first version of My Dream Chat in less than two weeks. The professional learning website, Chatfuel, possesses a wide range and much valuable information that can help to learn, develop, analyze, and repeat the process all over again. Fibri ended that at first, she thought that My Dream Chat could be temporary, but after achieving her vision into reality, she said that “this is not only a great opportunity for customer acquisition but also a great opportunity to self-therapize themselves based on the dream analysis chatbot.”

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How Can Chatbots Transform Your Business?

Technology is increasingly becoming a bigger part of our daily lives. People regularly use their phones for calls, chatting, and checking the latest trends on all social media platforms. The regular engagement process by people showed up a rapid increase in engagement or interactive rates among the telecom and technology industries. As a result of this significant increase, many businesses resorted to increasing their engagement rates by integrating chatbots into their business. Gartner, a global research and advisory company stated that by 2020, the average person will have more conversation with chatbots than with his/her friends.

Companies now head to integrate chatbots alongside their social media, to increase customer satisfaction and the customer engagement process. In Businesses, chatbots unconventionally increase productivity and efficiency in multiple alienated ways. They can set and schedule meetings, send reminders to workers, ask questions without hesitation to get the information they desire and offer help when things are too complicated for the user. Reputable companies such as Amazon, Apple, Google have managed to successfully integrate chatbots into their business and they have become today's preferred way to interact with by most consumers. However, the question is how can chatbots transform your business?

As we all know customer service should be available to reply to calls and chats around the clock however, being offline for long hours with no interaction to customer’s inquiries decreases the response rate and overall engagement rate and satisfaction. As a result, the business or the brand itself will have a huge drop in its engagement and customer relationship. As part of the customer relationship management process, the business is required to provide the essential elements that help to keep the bond between the customer and the brand itself tied and stronger. However, the only way that strengthens the bond is to integrate a chatbot into the business. Integrating a chatbot into the business provides instant satisfaction as the chatbot is available to them at any time around the clock everywhere. In other words, they are able to receive answers to their inquiries at any time they want. Harvard Business Review, a General Management Magazine published by Harvard Business, stated that companies pay higher prices for effective customer services.

The reason behind many businesses resort to integrating a chatbot into its customer service is due to its fast speed and intelligent answers. Through Natural Language Processing (NLP) and Natural Language Understanding, the chatbot can understand humans’ questions and answer them immediately with minimal errors. The bot is perfectly trained to learn from previous interactions to improve its performance in the following ones. Furthermore, the bot manages and maintains context and dialogue and alter responses based on what is said in the conversation. This example shows how the chatbot is much more advanced and faster than an unresponsive and traditional customer service. As to show that in numbers, a research conducted by Salesforce, an American Cloud-Based Software Company, stated that “64% of agents with AI chatbots can spend their time solving difficult problems, versus 50% of agents without AI chatbots”.

The time-saver chatbot became the Marketeers’ most dependent tool when it comes to handling social media accounts as it not only provides fast response to the customers but it develops methods to utilize the necessary marketing tools that can help to reach more audiences in less time and achieve campaigns’ goals. Instead of having an online store for shoppers to purchase their desirable items, using a chatbot will help shoppers to select their preferred items. Chatbots provide the personal shopping experience to any kind of customer, for example, the chatbot asks in detail the customers what they desire to help them find exactly what they are looking for and provide them with top choices that meet their needs. Furthermore, Shopify, a Canadian Multinational E-commerce Company is one of the reputable companies that perfectly utilizes the integrated chatbot to deliver the optimal customer experience and satisfaction. For example, if the user is looking for the latest Ray-Ban eyewear glasses, the chatbot will send the user outstanding varieties of Ray-ban eyewear glasses along with its purchase link. This example shows, as a part of marketing how utilizing chatbots can be beneficial to give recommendations of the latest products to the customers, while as part of customer relationship management and loyalty, this example shows that maintaining customer satisfaction increases loyalty and pursue the goal of managing customer to brand relationship.

Furthermore, customer-relationship management is enhanced through social media platforms. Recently, it was found that people prefer to interact and engage more on social media rather than engaging through websites, according to Michigan State University (MSU) studies. Also, according to MSU studies, it is stated that only 35% of respondents finishes a web-based survey on their smartphones, while more than 70% finish a similar survey utilizing a Facebook messenger chatbot. This example indicates that through social media and using AI chatbots, businesses can attract more customers. Domino’s pizza is one of the best pizzas that successfully managed the customer experience by integrating a chatbot into its Facebook messenger. For example, if the user asks to view the order details, Domino’s integrated chatbot quickly answers in-time giving the user the option to select what he/she prefers to eat and by the end asking the user whether to place the order or remove items. In the end, we can conclude that utilizing chatbot is the most convenient way for businesses to increase engagement rates, to facilitate customers’ purchase process and above all maintain customer satisfaction.  

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How Can Start-ups Utilize AI Powered Bots to Scale Up?

Thanks to increasing data volumes, advanced algorithms and improvements in computing power and storage we can appreciate and use Artificial intelligence. All these combined specifications show why artificial intelligence can accomplish many things at the same time, unlike humans. That is why many businesses resort to integrate chatbots to their business. Michael Georgio, CMO Of Imaginovation (a based AI development company in New York) stated that people thought that artificial intelligence is only a concept and it will take some time to rise on the surface. However, by great efforts, artificial intelligence is developed and in no time, it escalated and turned out to be the most reliable tool used by many start-ups. Not only start-ups but also large-scale companies depend on this brilliant invention to gain a competitive edge and extent their business.

           Integrating a chatbot into customer service is the key factor for running effective customer service for your business. Each company is striving to have an effective customer service that would make customers satisfied and loyal. Certainly, the traditional customer service became no longer effective and shakes the perfect balance that exists between the business itself and its customers, so the question is how to bridge the gap between the business and its customers. This can be simply done, by integrating chatbots into the business. A report published by American Express stated that over 40% of consumers push companies to focus on providing quick customer service. Chatbot powered by artificial intelligence, is a service that can interact, engage, and react to the users’ written requests at a much higher speed than humans and can handle numerous of messages at the same time. Machine learning and Natural Language Processing (NLP) enable the chatbot to comprehend customers’ inquiries and answer them in no time with no possible errors. Accenture, an Irish multinational professional services company, had reported that 80% of customer support communication will be handled by bots in 2020.

We all noticed that when it comes to shopping during COVID-19, physical stores are impacted the most and have much lower traffic as the anxiety of the virus increases, people showed up a surge in online shopping. With countries imposing restrictions for COVID-19 to avoid large gatherings and prevent its spread, people resorted to shopping all their items online. Therefore, online shoppers to ensure that all their things are carefully chosen and delivered at the time specified, they contact customer service centres. However, due to enormous inquiries given to customer service representatives, they cannot handle all inquiries quick and efficient, unlike a chatbot that can handle tons of inquiries and reply to all of them at the same time. One of the most reputable malls in Egypt Cairo Festival City; Egypt’s shopping, dining, and entertaining hub located in the Fifth Settlement had recently integrated a chatbot into its business. Cairo Festival City integrated a chatbot to stimulate shoppers to enjoy the exceptional online experience, as this provides customers with rich content about the product such as images, colour, and price. This can help them to select their preferred product and also, answer in no time the customers’ questions that can spark at any time and in any place. 

As a result, we can conclude that the customer service process can be enhanced by integrating a chatbot into your business. Certainly, chatbots are programmed to automate answers to frequent asked questions fast and with minimal chances of errors and can also forward customers’ requests to a live agent when complex action is demanded. This helps customer service representatives to accomplish and help in other crucial tasks rather than wasting time replying to the repetitive customers’ inquiries. With no human intervention, chatbots can simply handle tons of inquiries at the same time and help the customers so they no longer wait on phones for an answer from one of the customer service representatives. Not to forget, this relatively basic task that can simply be accomplished by chatbots also reduces operating costs. If start-ups apply chatbots to their business, start-ups will reduce their operation costs and as a result, they can scale-up their operations to international markets.

Furthermore, integrating a chatbot into a business can monitor the user’s data and improve your customer relations. By collecting feedback through customers’ inquiries, businesses can discover what is essential and crucial to enhance their services or products and in return enhance their operations. For instance, if the business’ website has a high amount of organic traffic but it doesn’t get high sales, the chatbot can reach out to the customers who visited this page and ask them why they didn’t purchase their product, in order to collect more information and work on their flaws. This example shows how a chatbot can track all the previous customers’ interactions and purchases by monitoring the customer’s data, which helps the business in the decision-making process. According to Forbes, an American Business Magazine integrating a chatbot into your business helps the company to decide which product needs to be marketed differently and which product needs to be optimized in a unique way. Tracking users’ interactions help the chatbot in analysing the users’ interests and that’s why chatbots can offer suggestions to the business and aids in the decision-making process. As mentioned above, the chatbot can suggest which product needs redevelopment or be marketed in a different and unique way, which in return help in advising sales and marketing representatives in improving their operations and services. 

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“Facebook Room” Feature Went Viral with the Virus

We are all bored of being isolated in our homes for a long period and we want to get back to our normal lives before the prevalence of the coronavirus. We want to meet each other, share our memories and jokes and have some fun with our families and friends. Despite the virus limiting these lovable and enjoyable moments, Zoom was one of the successful online platforms that aimed to share all your splendid moments. As proof, the Guardian stated that Zoom's revenue for its first fiscal quarter between February and April more than doubled from the same time last year to $328m, turning a profit of $27m compared with $198,000 profit in the past year.  Certainly, there were no talks on other platforms, such as Skype and more that support video conferences as Zoom was the easiest and most friendly to utilize since quarantine. Due to its frequent use during quarantine, Zoom offered its software for free to drive companies and employees to work from home. However, today to speed up the engagement process and easily socialize with your friends and connect with your business mates, Facebook introduced its video conference rooms with amazing features.

Kelly Steckelberg, Zoom's Chief Financial Officer said during a conference call with analysts, that "due to the Corona virus, we have already seen major usage of our platform and accordingly, we will increase our capacity to meet the increased demands of both paid and free users". Due to an increase in demand, Zoom started to increase its capacity as Kelly stated. As a result of people's increasing demand for Zoom and video conferences, Facebook started to implement the Facebook Room feature to its messenger application as a direct response to Zoom. Stan Chudnovsky, Facebook Vice President of Messenger stated that “more than 700 million accounts daily participate in voice and video calls on Facebook Messenger and WhatsApp, while the total number of calls has more than doubled in many areas since the spread of the Corona Virus all over the world.'' As a result of this analysis, Zuckerberg featured its messenger application with live rooms. The new feature and contribution will turn video chat to a whole new experience level. Specifically, after the prevalence of the virus and the full lockdowns that occurred in many countries, it started to get viral and people found that Facebook rooms were their social gateways to escape from the stressful COVID19 daily news.

The feature helps in spending some quality time with your family and friends. You can start your video call when you select the “create room” button and then you have the option to define and choose which room activity you want to do. Afterwards, you select the participants who will join the room and select the date and time that suits you and them. Furthermore, there are plenty of features that brighten your chat, these include filters, themed events, and the brilliant new AI features such as 360 backgrounds and mood lighting to choose and entertain yourself while chatting with your friends. Through your Facebook profile, you can create calls that host up to 50 people, and you can now opt to broadcast the call live in order to have people engage in the live chats immediately through groups, pages and timelines. However, you must abide by Facebook Rooms’ secured policies that is controlled by a specified number of invitees that can reach up to 50 people, while you as a participate can share the link to people to join the room, the host has the option to remove people if needed.

Chudnovsky also added that the messenger rooms will be unified with Instagram’s direct messages and WhatsApp in the future. However, the future of WhatsApp rooms will be secured and end-to-end encryption that protects private conversation from being viewed or listened to by anyone just like WhatsApp chats now. The voice and video calls through WhatsApp will limit the number of invitees to eight people. This shows how fast social media platforms are moving to engage and entertain users to be the best platforms they can be, it is definitely a very exciting era for social media and we cannot wait to see what they will do next!

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How Can Artificial Intelligence Help with Dealing with The Virus?

Since March 2020, the Corona virus has increased its spread around the world at an alarming rate up to this moment. By Mid-March, Tedros Adhanom, Director-General of the World Health Organization has officially announced that the “Coronavirus is a global pandemic” and each country should take their necessary precautions and safety measures to protect their people from being infected. Wearing Masks, using hand sanitizers, and keeping not less than 2 meters distance between people were the only precautions to abide by until the awaited vaccine comes out and is safe to take. However, governments in most countries imposed their penalties for those who are not abiding by the safety measures and curfews to reduce the spread of the virus between the people. Generally, these implemented restrictions went obviously out of control in most countries, especially in the USA and Brazil. In USA, after the social movement that went out against police brutality, death rates rose across the states, such as Florida, Manhattan, and more. Furthermore, other countries succeeded to safely reopen its schools and social clubs with the necessary precautions while others are still facing challenges to reduce the virus casualties and reopen their facilities and gardens to the public. However, we must take a moment to look at how nations faced the virus dilemma and figure out how to seriously respond to this challenge. New ways were introduced to face the virus, but the only way that stands strongly against it is Artificial intelligence.

Due to Corona Virus' destructive effects on the economy and the lockdown imposed by many governments, the economy showed its downturn. The Organization for Economic Cooperation and Development (OECD) stated that since 2009, the global economy was never hit by a worse growth rate than it is now. This led to some complexities to figure out the best solutions to soar the economy up again but suddenly, green lights were back to the scene and this was advocated by the helpful invention in crisis management that is artificial intelligence. Research conducted by Mena entrepreneurs shows that due to the rapid increase of the infected by the virus, human intelligence could not handle all this data alone, but artificial intelligence was capable of handling it. With the help of its natural language processing, facial and speech recognition, data analytics, machine learning and deep learning, AI aided in virus diagnosis, contact tracing, and vaccine development. Blue Dot in Canada was one of the finest companies that utilized machine learning and natural language processing for dealing with the virus. Canada’s Blue dot software company that aims to protect human health from the threatening disease, provided its machine learning system and natural language processing to track, analyse and report the prevalence of the virus even in a faster and efficient way than the World Health Organization (WHO). It is proven that by the near future, artificial intelligence will lead to the prediction of zoonotic infection which is caused by animals, The prediction of the infection is based on analysis that will go under the combination of gathered data that include personal, travel, clinical, family’s history, and personal lifestyle habits to provide accurate prediction results.

In the light of the uncertainty and misinformation that was out in the past few months on social media platforms, a quantitative research was applied to measure how much misinformation was carried out on all platforms, such as, Facebook, Instagram, Twitter, and YouTube.  This research include links from verified sources to ensure the information is valid. YouTube is one of the platforms that quickly investigates whether the information is validated or not and this goes simply by sending the investigated links to organizations, for example, World Health Organization (Who), which quickly checks if the company is recognized for posting any misleading images or videos that misinform the people for the virus, it is taken down immediately.

Moreover, the virtual health care assistant, the chatbot, was considered as one of the most Artificial Intelligence’s effective tools in treating Corona virus cases.  As the number of cases was skyrocketing, healthcare systems in Canada were overwhelmed. They were in need to provide the necessary safety measures to tackle this issue, but the virtual assistant was the fastest and most reliable when it comes to providing help and assistance. All the guidance and support to get recovered from the virus was occupied by the virtual health care assistant, the chatbot. The chatbot automates the answers in-time to any inquiries that recommend individual’s protection measures, checking and monitoring symptoms, and constantly follow-up with those infected if they urgently need hospital screening or self-isolation as a treatment at their homes is enough. Furthermore, through Artificial intelligence, the rapid diagnosis was accomplished. Linking Med, a Beijing-based oncology data platform and medical data analysis company in China went through gathering data and analysing it to diagnose the number of cases being infected by the virus. It is stated that “COVID-19 infection can be diagnosed from analysis of a CT scan in less than sixty seconds with 92% accuracy and a recall rate of 97% on test data sets”.

The analysis that is undergone by artificial intelligence is based on qualitative and quantitative methods. The qualitative is simply based on analysing CT scan images, while the quantitative measures and analysis are based on numeric values, such as number, volume, and proportions. Another brilliant feature in AI is facial recognition. With the development of artificial intelligence, the thermal camera was one of the best to save time and detect people with the virus. Certainly, hospitals, airports, or even homes use these cameras that superbly recognize and examine people with high body temperature. For example, in Egypt airports, such as Cairo, Sharm El Sheikh, Hurghada, Sohag, and Borg al Arab airports, the thermal infrared thermal cameras are installed to check each passenger if he/she exceeds the permissible temperature. Furthermore, not only does it detect the individual’s body temperature, but it also detects whether the person is wearing their face mask or not. 

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QR Codes and Catalogue sharing is now extended in WhatsApp for Business.

The world’s current most threatening virus, COVID19, is still nagging its impact on humans’ health in many countries, especially in Brazil and the USA. Fortunately, in some countries that meant to force their people to adapt their lives with the new situation that the coronavirus stresses on, hoping for a vaccine or antiviral drug to combat it, while other countries are still facing reopening obstacles due to their increase of daily infections. Due to its severely destructive effects all over the world, social interactions between people have been reduced, and as a result clubs, restaurants, and commercial shops are being closed pending safety measures and precautions that suit the virus status. Not only are these facilities affected by the virus, but also politics, education, and businesses are affected too.

Currently, new ways of operation are being introduced by all sectors to overcome the major effects that the virus caused. These new ways help in reaching customers faster and more efficiently and they also ease the consumers’ lives specially with the virus. Mark Zuckerberg had launched a new payment service on WhatsApp in Brazil on June 15th, but unfortunately it has been blocked by the Brazilian regulators for further review. Surprisingly and more often we are obsessed with his 9th of July news on extending the WhatsApp business app with QR codes and catalogue sharing.

The new QR codes and catalogue sharing offered by Mark Zuckerberg are resolutely essential for businesses to reach out to more customers amid the coronavirus struggles. The QR code method is the easiest to utilize by many people these days as it reduces social interactions and boring phone calls that are often run between the customers and the business they are dealing with. The QR code can be on storefronts, product packaging, receipts, and other physical surfaces and when it is opened it would provide the business details required.  For example, when the user scans a QR code and asks for the restaurant’s dessert menu, a fast-automated response from the chatbot is given to the client, giving the dessert menu to the client with its prices. Furthermore, businesses can set up the QR code to start the conversation with a created optional proactive message from the consumer, then the business’ chatbot would in-time automate and answer back with the information needed to the customer.

Businesses are now utilizing more these digital tools rather than the traditional ones simply because it is getting way too difficult to reach and help consumers under the COVID19 circumstances. WhatsApp for business is very important to invest in nowadays due to its recently extended features that save businesses from many hassles. Over 50 million monthly active users, according to Facebook, are seeking to discover business products through WhatsApp for business. That is why Ki Mindful Wearing, famous women clothes shop in Brazil, resorted to now place the QR codes on their packages and products in order to invite the customers to reach them easily and help them in their purchase decision amid the pandemic. The pandemic shifted businesses’ old strategies into 100% digital ones, according to TechCrunch, an American Online Publisher that focuses on technology updates. That is why Facebook is extending its features in order to help large and small businesses to grow fast. Many businesses are turning to the digital channels, such as social media, messaging channels, websites and third-party delivery platforms to deliver their products to the people amid social interactions are limited and are mainly in urgent cases.

WhatsApp’s new Catalogue feature that was introduced in November 2019 help businesses in showcasing photos of their products, items’ prices, and product descriptions to consumers which in return help consumers in deciding what they want to purchase. Certainly, the launch of the catalogue feature lacks the ability to share to other people considering businesses usually utilize other marketing channels to market themselves. The formed idea is now real, as any customer can now share those links to be posted on Facebook, Instagram, Twitter, and all social media platforms.

For example, if any user wants to share a specific catalogue or an item with their friend, the user can copy the link to send and share it on any platform, such as Facebook, Instagram, Twitter…etc. Uttam Toys, a famous toy store located in India, had reported to the ''express computer'' website that since the lockdown imposed by their Indian president, their catalogue link was shared with over 1000 customers on WhatsApp and Facebook, which had an unbelievable positive impact on customers’ purchase. Now your company’s products can be widely shared and purchased while you are watching your favourite movie. Although WhatsApp for business features remain free, Facebook must continue creating or extend other possible features that could link and push WhatsApp for business profiles to Facebook ads.

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In what ways the artificial intelligence helps ?

Why should humans be worried about artificial intelligence? Does it cause a threat to humans? Well, Artificial intelligence is not considered as a threat, but a tool to help humans. The science of making machines accomplish things that would require intelligence processes great proficiency and accuracy. Machine learning and the natural language process are the greatest part of artificial intelligence, which lead to its success. Both the machine learning, and the natural language process helped in the process of analyzing data from multiple sources and understanding users’ language, and as a result, many businesses integrate chatbots to facilitate the work. Fortunately, we know that artificial intelligence has become a businesses’ most reliable tool, but do you know what are the areas that artificial intelligence helped humans to come up with solutions? certainly, you will know the answer in the following.

Artificial intelligence, powered by machine learning and the natural language process, develops accuracy, and helps in the decision-making process in the healthcare system, especially for diagnosing breast cancer. Getting the information and discovering the signs and symptoms of such disease takes a lot of several stages and processes, that include research and analysis to detect. However, by the virtue of artificial intelligence, all these processes were shortened. The early diagnosis discovered by the great, artificial intelligence, helps to treat the patient effectively and prudently before going to dark. A group of doctors at Mount Sinai Hospital in Manhattan declared that the learning-based Algorithm predicts the development of diseases with 94% accuracy, which encompasses liver, rectum, and prostate cancer. By these examples, we can conclude that artificial intelligence is used as a tool to review, analyze the data, and guide healthcare to the effective decision-making process.

Artificial intelligence has created solutions that serve best for bees and pollinator’s habitat. The reason for finding ways to serve best for bees and pollinator’s habitat is due to global bees decline which can cause food supply shortage on our planet. A project, The World bee, was launched to gather all the information on the status for most pollinator species around the world. Through the Global Hive Network, the World Bee Project aims to increase food security by improving bees’ livelihoods in a more sustainable ecosystem. All the necessary data on weather patterns, forage, pesticides, diseases, and all the related factors that should be considered for testing the cope between honeybee’s health and its varying environments. In cooperation with Oracle Customer experience, the gathered data is collected to be uploaded for analyzing and identifying early measurements necessary for saving bees’ lives and an increase in the food supply.

The disabled find the easiest way to learn to read through a story sign. The story sign, launched by Huawei technology and supported by Artificial intelligence, helps the deaf children to read by signs instead of text.  Andrew Garrihy, Chief Marketing Officer in Huawei Western Europe, said ‘’ today there are 32 million deaf children in the world face a real challenge to read and learn the exact way as a hearing child can, so for that reason we created the story sign.’’ Peter Gauden, Global Senior Product Marketing Manager, said ‘’ it is great to see that the use of artificial intelligence, we can open the world of books to the deaf children.’’ The story sign application powered by AI ensured high speed, totally 100% accuracy, and above all-natural reading experience. Artificial intelligence successfully linked the traditional books to the use of signs which had helped to bring it to life to help the children understand and learn. On the other side, the learning robot appeals amazingly to the child who can get motivated and thrilled to learn and gain a quick experience of the story sign. This shows that the intelligent interface and intelligent information processing made an unbelievable impact on many deaf children around the world.

Another great success that counts to Huawei’s successful applications is the facing emotions. The facing emotions application is used to read the facial emotions of the person who the blind is talking to. The analyzing process is developed using artificial intelligence and the machine learning algorithm that enables facial features that include mouth, nose, eyes, and eyebrows. Easily identifies their places and their relation to each other and translates the emotions on the face that include fear, anger, surprise, and happiness. The recognized emotion is played on the mobile’s microphone. The Huawei team aims to build each sound short and simple to make it recognizable between the two people in a conversation. Blind consultants had testified the process and claimed that they were amazed at how easy it is to remember and understand.

Over the past years till now, the world is facing variations to global warming and climate change. Now, global warming and climate change are the world’s most controversial topics that gather all into dealing with it. The world people are stressing on providing ways to predict climate change for the upcoming years and develop the necessary measures to cope with the climate change struggle. However, by all methods, artificial intelligence remains the best to deal with this issue. The Montreal Institute stated that the machine learning algorithm can improve climate informatics, a discipline created in 2011 that combines data science and climate science, by pushing approximately 30 models. These models induce on educating and predicting the effects of climate change across different regions in multiple cities. Also, it gives you a look at the atmosphere, oceans, land, ice, and cryosphere status. This example shows how artificial intelligence is being used to predict the climate change through the machine learning system and to discover the effects of the change, such as severe destructive storms and high rising ocean or sea levels.

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Chatbots are key for Customer Experience & Marketing Goals

Who said that ‘’the biggest communication problem is we do not listen to understand, but we listen to reply?” When it comes to chatbots, they are here to listen to understand. By the virtue of artificial intelligence innovation, online conversations held by humans are now being replaced by chatbots that successfully listen to understand human speech. ‘’Artificial Intelligence’’ according to a computer science description, is described as machines that imitate human’s functions, such as ‘’learning’’ and having the ability of ‘’problem solving’’. In today’s business world, unprecedented chatbots are integrated more into customer service. Through round clock accessibility, chatbots are at an all-time high to engage on the customers’ preferred social channels and ready to accomplish many tasks. The reason why businesses integrate chatbots to their customer service is due to its capabilities of handling tons of tasks in time and being able to engage with the customers 24/7 on all social media platforms, such as Facebook, Instagram, Twitter, and LinkedIn. David Marcus, Facebook’s Vice President of messaging products, declared that ‘’people prefer to use Messenger to interact with companies.’’ According to the data of Facebook IQ released in 2018, ‘’More than 2 billion messages were exchanged between businesses and customers via 100,000 bots on messenger”.

Now, businesses integrate chatbots to strengthen the relationship between the customer and the business. Chatbots proved to drive customers into more intellectual and engaging content than a human can ever lead in customer service. The improvement of Natural Language Processing technology had enabled that for chatbots. Natural Language Processing (NLP) has permitted the actual purpose of Customer service to happen, which is in-moment answering questions and inquiries of users. In order to address human concerns and to help users engage in a human-like conversation, Natural Language Processing aims to understand human language to encode and deliver answers through machine learning that processes inquiries and questions and understands it to produce the in-time logical answer to many users. Businesses figured out that handling tons of accounts in no time requires huge funds for human agents to be successfully trained and allocate their resources. As a result, businesses resorted to the integration of chatbots that can free up human agents from focusing on answering customers to accomplishing complex tasks that require innovative and analytical abilities. Another privilege for the usage of chatbots is that it predicts the users’ interests by tracking and analysing their previous interactions on every website or platform they have visited while handling the gigantic volume of conversations.

Many reputable companies have integrated chatbots into their business and Pizza Hut is one of them. They integrated the chatbot on numerous platforms to offer a comprehensive interactive customer experience. On Facebook, Twitter, and Instagram, Pizza Hut allows customers to order any of their finger-licking pizzas through their chatbot. The Pizza Hut chatbot is the smartest to predict customers’ interests by tracking and analysing all their previous interactions. For example, if a user asks for reordering any of their yummy pizzas, the chatbot on the spot tracks and analyses his/her previous interactions and in-time answers the user back. A real proof to this example is when the user asks to ‘’reorder’’, the chatbot immediately replies with ‘’ Great. Here is a list of your last orders’’. Then, the chatbot replies with both text and two displayed images, states ‘’1 Large Pepperoni Lover’s pizza and 1 Large Veggie Lover’s pizza’’ and then asks the user to either select these items for delivery or pickup. This example shows how chatbots can be assigned a personality that fits with the need of the business while reinforcing the customer experience.

 Starbucks is considered one of the most world-wide reputable companies that successfully integrated a chatbot to their business. With the support of AI, the Starbucks Barista chatbot had conveyed all the customers’ orders via voice command or messaging interface through its application. The accessibility of the Starbucks application, Barista aimed to deliver a speedy and convenient service that led to the increase of customer engagement and customer loyalty. Using any of the customer’s preferred communication methods, such as voice commands or text messaging, the order will be ready in a couple of minutes. Starbucks Barista provides in-detailed information on when will the order be ready to pick and the orders’ total cost. The following example shows how Starbucks’ chatbot is successfully interacting with the customer to ensure that the order is successfully done.

For example, when the user requests the chatbot to start over, the chatbot immediately replies ‘’Let us start over. What would you like to order?” and the user replies ‘’ double tall mocha nonfat extra hot no whip cream.’’. Then the chatbot replies with a text stating all the given information and the total cost $3.75 along with a Starbucks Mocha displayed image. By the end, the chatbot issues the Tall Coffee Mocha and that it will be ready between 4-9 minutes at the hotel Lobby, and with a discount, the total cost becomes $ 2.87. At the offering discount point, here comes the importance of implementing customers’ loyalty programs that aim to retain customers towards their favorite brand. This program drives many businesses to effectively reach their marketing goals as well. Starbucks rewards and offers uniquely generated offers based on the customers’ anticipated behaviors. These include 30 to 400,000 variants of both handcrafted and hyper-personalized emails and not to forget the real-time offers and selling recommendations. The Purchase of Starbucks coffee online is connected to the purchase of the customer’s Starbucks Rewards account that includes all the former offers. This example shows that the Starbucks Rewards program is effective at accomplishing its goal when it comes to customer engagement and having repeated visits.

In a nutshell, businesses should integrate chatbots to their customer service to enhance and increase their customer engagement and achieve marketing goals. The customer engagement surely increases with the chatbot’s fast automated replies along the day as it answers the customers’ inquiries and ensures the customers’ satisfaction. On all social media platforms, chatbots are ready to answer customers’ inquiries through using Natural Language Processing that aims to understand and encode the questions using machine learning to produce logical answers. These are the same bots that predict the customers’ interests and in-time respond to the customers by tracking all their previous interactions at the same time while handling tons and tons of accounts. That is why many businesses had resorted to integrate the chatbot into their business. furthermore, the reason of integrating a chatbot into their business is to reimage their customer service, reduce considerable payments to hire and train agents for effective customer service, and to achieve their marketing goals. Pizza Hut and Starbucks are some of the famous examples that demonstrated how the chatbot could be a tool for reaching marketing goals and increasing customer satisfaction. The displayed food images and the rewards program are two vital marketing gains that possibly each company could target to appeal and retain their customers.

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In Brazil, WhatsApp Introduces its Payment Service in its Messaging App.

The ongoing-global pandemic, the corona virus disease hits its severely destructive effects on many countries. Most governors said that the pandemic is vastly increasing, and it is triggering an impact on politics, education, the environment, and the economy. To prevent the spread of the corona virus between people and reduce its impact on many sectors, governments and politicians should take precise safety measures. That is why countries forced a control on their people to prevent the spreading of the virus. However, unlike many other countries, Brazil loses its control of the corona virus spread. Now, the Brazil is facing a significant death rate increase since the beginning of the outbreak on the 27th of March.

The World Health Organization (WHO) announced that the Brazil is considered one of the highest countries considered in number of cases being infected daily by the wild and annoying virus right after the United States.  The imminent threat of the corona virus is that there is no medicine or vaccine for the people to be cured of the virus and that is why many people are being infected and the numbers are still increasing. Brazilians were shocked and frustrated after a series of daily increase of corona virus cases. The irresponsible behaviour towards the Corona virus is the reason for the major causalities that the brazil is facing nowadays. If they handled the situation with more responsibility from the beginning the current position Brazil would be in now would have been very different. Now, Brazilians are obliged to stay at home until the curve get goes down again. Amid all these events, Mark Zuckerberg announced on the 15th of June the launch of the newly payment service on WhatsApp that will start in Brazil.

To ensure that the payment service goes well, WhatsApp has tested its payment services among users in India in 2018. India’s interesting position and its high population is selected to proceed on the payment trials and to show effective results. Unfortunately, the test did not show its significance or importance among the competitors, Google, and Walmart in India. Google and Walmart, prior WhatsApp for business, proved its dominance in the mobile market payment, while Facebook was vying to reach to other markets and prove its dominance in the mobile market payment. Facebook figured out that trials to experiment the service in India (the first- largest market) were not effective, but considered Brazil, the second largest market, to be the more effective to experiment the trials with over 120 million users in Brazil.

After months of trials and talks, finally Brazilians now can send and receive money using Facebook Pay. Facebook Pay, launched in 2019, paved the way for the users to pay on the apps they use, such as Facebook, Facebook messenger, Instagram, and WhatsApp. Whether you shop on your favourite brands or purchase games, event tickets, or donate to charities, making your payment on Facebook Pay is totally simple and secure. The totally secured payment service, offers you to directly pay through the former apps and also quickly and securely divide your bill with your friends. Before payment, the user must first link their WhatsApp account to Visa, MasterCard credit or debit card. In Brazil, Visa and Mastercard are partnering with the local partners, Banco do Brazil, Nubank and Sicredi so they can send their payment to be accepted through the payment service.  

Matthew Idema, Chief Operating Officer of WhatsApp stated that ‘’WhatsApp has been heavily used in Brazil both by people and small businesses’’ He also continued, ‘’We think we can grow digital payments; grow the digital economy with small businesses and help support financial inclusion.’’ Also, Matthew Idema pointed that many of Brazil’s small businesses are now integrating WhatsApp as a marketing tool to answer questions and that the payment service helped the users to engage and share payments during the Corona virus shutdown. Now with the pandemic, we cannot have the same kind of interactions like before like lending someone cash in hand or buying a product physically from a local business.  

WhatsApp as a company had acquired over 2 billon users after Facebook acquired it in 2014 for $19 billion. WhatsApp now is not only a platform where you can chat about a product or send payments, but now you can also do money transactions through the app. Through using the payment service, users will not pay for having the payment service on WhatsApp, unlike merchants and businesses who will pay regularly to WhatsApp to have the app receive payments. The Facebook spokesman issued that their service would expand not only in the United States, but also in the United Kingdom and other countries to experience the payment service and also add games purchases and fundraisers. He mentioned that ultimately their target is to offer the Facebook pay service to many users and countries in the upcoming period.

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5 Ways to Use Chatbots in Your Business Strategy

1)     Answer Customer Inquiries.

For any business, customer service is extremely crucial to maintain brand loyalty. Now, the traditional customer service is not effective, and businesses now resort to the AI invention that solves the ineffectiveness of the customer service. The AI, Chatbot stimulates typical human conversation in a rapid and effective way than the traditional one. The disadvantage of the traditional one is its late response and non-answering the repetitive basic questions in time. However, by the favour of Artificial intelligence, the chatbot helps in giving quickly in-time responses and handles countless of accounts in no time and in responding to their repetitive basic questions.  The fast answering process is a response of the well-equipped machine learning system that encodes and understands the questions and in return gives logical and smart answers.

As for the change in business routine and the reduction of operation costs, having a chatbot is the best solution to curb and run business processes successfully.

2)     Reduces Operation Costs 

Businesses now are overloaded with employees’ expenses. The traditional customer service became a heavy burden on business costs specially with COVID 19. Hiring efficient employees for 24/7 customer care and support, costs a business to pay for two to three shifts and increases inefficiency to run the business successfully. The AI chatbot is not considered a huge investment or a short-term investment, but it is a long-term investment that keeps on handling customer service effectively and having impossibility of errors. Chatbots with the help of machine learning; that understand and automate the answer to the user, provide the fastest and most reliable customer experience for your business.

3)     Streamline Sales.

Chatbots directly influence sales in any business. Businesses’ highest priority is to generate sales or maintain revenue therefore they not only think of the smartest, but also the most effective ways to generate sales. They either prefer to generate sales through the old-traditional way or through digitally marketing their products. Last year, one of the famous chatbot companies had customized an automated sales bot that allowed users to choose their food and message their order through the business communication platform, Slack. This example shows that users prefer to use digital platforms to engage with businesses and it also indicates that businesses are no longer now in need for the traditional customer service that is not effective and highly evaluated as the digital one.

4)     Influence Buying Decisions.

Customer support is the driving force of the existence of businesses. If the business focuses on reinforcing customer support, the business will drive sales. Providing the fundamental attention to the customer increases business stability, brand loyalty and growth of the in the market. The traditional customer service became superfluous to run the business effectively and professionally, however with the chatbot it is more effective and faster to achieve customer service tasks.  The Swedish Multinational clothing-retail company, H&M, is one of the greatest examples of a successful business that deployed chatbots into their business. Their 24/7 chatbot quizzes their users about their styles, asking them to choose the best to fit between their range of different looks. Then based on their answer, the chatbot defines and recommends certain outfits that suit the user’s style.

 5)     Boost Social Media Engagement.

In April 2019, Facebook announced that it will allow brands to start using chatbots on its Messenger Beta platform. This is achieved to help brands to increase their sales and to boost social media engagement. If businesses integrate chatbots to their Facebook business page, they will drive sales and have personal level engagement with their consumers.  

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Why Chatbots are now effective than the traditional customer service in today’s business?

The boring and the most exhausting traditional customer service experience became outdated and no longer effective. The long response time that the customer endures devalues brand effectiveness and loses its fundamental values. For example, the user will no longer keep in contact with the business if there is no interaction and fast responses to their comments in time. Users are now extremely disappointed of such customer service and even if they had already complained about it, the service is still way to far than being the best service.  If businesses are not smart to provide efficient customer service, then it is paving the way for customers to exist. The quicker your response, the more chances of acquiring customers and increasing customer loyalty. Here, comes the benefit of having a chatbot, it will help to reduce the user’s spent hours on the phone waiting for a respond and save the long overdue response from agents on social media platforms. That’s why many Businesses are targeting to guarantee an effective customer service which is based on communication, fast responses and high evaluation.

According to Grand View Research, a research company that publish insights and reports on the emerging trends in the business industry in San Francisco, USA, stated that the “AI Chatbot market size is estimated to hit $1.25 Billion by 2025 and increasing at a rate of 24.3%.” The built on artificial intelligence chatbots revolutionized and redefined the customer service experience and became extremely invading in today’s business routine of work. The multiple tasks that the chatbot can handle at a time and the variety of its services offered in many industries is helping businesses with their fast scope of work. Natural Language Processing (NLP) uncomplicated the interaction between the user and the chatbot. With the dialog flow, Google’s conversation agent building platform enabled the developers to create the conversation and handles the duties of understanding natural language words. Utilizing Natural Language Processing (NLP) through the chatbot platform serves the actual purpose of Customer service and in-moment answering questions by users.

Based on businesses’ choice to facilitate and astoundingly perform their customer service well, businesses decide either to acquire the basic chatbot or the most advanced one. This will fall under the light of the user’s desire from the business or the brand. Businesses can select the type of chatbot they desire as the chatbot can be either provide a visual menu buttons or have an open-ended chatting experience or be a contextual chatbot. The benefit of acquiring a visual menu button are extremely superb in offering both the content and visuals that serves the customer’s needs. The other type is using Keyword Recognition, the chatbot will send the appropriate response to the user. For example, when the user types the keyword, he/she is asking for, the chatbot searches for all what is related to the ‘typed’ keyword and automates his answer accordingly. While for the third type, which is a Contextual chatbot, it’s one of the most advanced and incomparable chatbots compared to the other types. This type of chatbot that has a chat-based display, depends on AI, NLP, deep learning and machine learning and is considerably one of the most advanced chatbots that businesses resort too to deploy into their industry, such as travel, tourism and healthcare.

Chatbots’ 24/7 access to data feature bet a confident experience between the customer and the business. For example, in the travel industry, chatbots allow customers to book their trips and rooms instantly. Instead of waiting for a long time for a response, users can now just text all what they need to the chatbot. Once the customer asks the chatbot about what he/she needs, the chatbot will be able to understand the natural language and analyse it to produce a logical content. Furthermore, chatbots will be able to expect the user’s needs, after learning about a certain customer, the smartest chatbot will offer services based on that certain customer’s previous requests. In the travel industry, if a user has been traveling to Las Vegas once a month per year, the bot will offer information to the customer on the available rooms a couple of days in advance of their ordinarily travel date. In healthcare, the lifesaver chatbot will offer its unique and professional guide to patients and those who are eager to stay healthy. For those who would like to be fit like ‘Samia Allouba’ and ‘Aly Mazhar’, they will be able to utilize the chatbot to analyse their blood pressure, weight and blood sugar level. With these given data to the chatbot, the chatbot will produce useful content to the customer. Additionally, if you are totally obsessed with the medicines you take daily and unable to schedule it appropriately, the chatbot will schedule it for you and can remind you to take your medicine at the right time. Therefore, a chatbot-based customer service can be applied to any industry to build customer relationships on a more effective personal level and to answer frequently asked questions in time.

[notchnco]

How Businesses should consider integrating Chatbot ?

The technology is replacing old into smart gadgets, and that is by the time, it showed the upheavals of artificial intelligence which it has reached its unprecedented level in today’s business. In a research conducted by Gartner, reputable research company headquartered in USA that provide insights, advice, and tools to business leaders, stated that ‘’6 billion connected devices proactively asked for support in 2018.’’ 

Fortunately, the greatest, chatbot, artificial intelligence software, which is conducted online in two-way communication between humans and machines is getting high and high in 2020 business world.  All people are getting to know how the chatbot is being used in business efficiently and effectively due to its various of provided chatbot services. In today’s business became frequently used due to the various of the provided service. The various of services that the chatbot provided in multiple sectors, such as finance, food, automotive, travel, education and more are now extremely utilized across social channels, such as WhatsApp, SMS, and Facebook, as it easiest and fasten daily business working processes.

The chatbot is driving customers to simply connect and share all their given data that automatically breaks complex tasks into simple tasks. Furthermore, the answering question system is the helping hand to customize, build and extend your customer experience any time all day and night. When it takes to save time and available all day and night to serve your business, the personal assistant, chatbot will be there to help in your decisions, even the smartest. According to Narrative Science, it is stated that ‘‘44% of executives believe artificial intelligence’s most important benefit is automated communication that provide data that can be used to make decisions.’’ 

Chatbot process simply and easy goes to analyse user’s intent to extract the data and relevant entities based on user’s request. Once the user’s intent is finally recognized, the chatbot provides with the most appropriate answer to the user. Certainly, between User’s request analysis and returning to the response process comes the benefit of machine learning and semantic understanding of the machine to respond with minimal error possibility.

Chatbots are programmed with rules to follow and respond with a proper answer in no time. In less than one second of thought, chatbot can probably solve it, same as Andrew Ng. chief scientist at Baidu stated in Harvard Business Review, ‘’if a typical person can do a mental task with less than one second of thought, we can probably automate it using Al.’’

This shows how fast can be the chat bot to effectively understand and answer at the same time. Furthermore, in no matter in time and date chatbots can handle over thousands of people at the same time. Due to its speed and its accomplishing tasks at the same time, it is expected that 85% of customer interactions will be managed by the robotic system. In a recent research conducted by the famous research and insights provider to business leaders, Gartner, it is stated that ‘’ 85% of customer interactions will be managed without a human by 2020.’ 

Businesses by the time, they figured out how the chatbot process is going and figured also, its capabilities in serving their business. That is why businesses resorted to the usage of Al technologies that can perfectly handle customer’s concerns, as it reduces error, reduces repetitive jobs, and saves money. The repetitive jobs became a heavy burden on business to handle and by hiring a lot of customer services representatives’ costs two shifts and a lot of money to add. As a result, the work will not efficiently work well. That is why chatbot tackles all the businesses problems in its own simple, fastest, and advanced way at any time all day; understanding to automate the answer to all your inquiries with minimal error possibilities.