Chatbots: how we support our customer service with melibo

In this article, you will learn everything about the topic of chatbots. We explain what a chatbot actually is, the benefits it offers, where you can use it, and which platform we use ourselves.

What is a chatbot?

A chatbot is a text-based dialog system that allows you to communicate with a technical system in natural language. As a rule, it uses artificial intelligence to converse with people. Users ask questions, and the chatbot answers in natural language, by text input, audio input, or both.

Most chatbots use Natural Language Processing (NLP) to recognize what users are saying and to determine what they really want to know. These technologies use machine learning to learn from interactions and continuously improve their answers.

What are the benefits of chatbots?

• Process automation: Chatbots automate processes, save time and money, and reduce error rates.
• Improved user experience: Instead of searching at length for answers, visitors get the information right away and are guided through the website.
• Higher customer satisfaction: Problems are solved in seconds, with no waiting on a hotline.
• Higher retention rate: A good experience brings customers back happily.
• Always available: A chatbot is available around the clock and answers many inquiries in parallel.

Where do chatbots help?

Chatbots offer a wide range of use cases. We focus on three areas:

• Customer service: Chatbots improve service quality, make it easier to analyze conversations, and help customers quickly and effectively. That saves support costs and resources.
• Sales: They are well suited to acquiring new customers and increasing revenue, they make product recommendations, and they navigate customers straight to the right offer.
• Marketing: They offer discount codes, point out deals, or become part of a giveaway, supporting your brand building.

Which chatbot is the best?

In principle, any chatbot that genuinely helps users is worthwhile, as long as it is based on NLP and uses AI. The key question is whether you want to handle setup and maintenance yourself or hire professionals. Some platforms require IT knowledge, while others are easy to use. Here you need to weigh effort against cost.

What is melibo?

melibo describes itself as an intuitive AI tool. Creating a chatbot is quickly learned and requires no IT knowledge. The tool distinguishes between Q&As and Chat Flows. The Q&A is a simple question-and-answer system and is perfect for FAQs. The Chat Flow is more complex and guides users through a multi-step dialog to gather several pieces of information or to define a problem more precisely.

We are particularly impressed by the additional features. The Ticket Center captures every inquiry the chatbot could not answer and forwards it directly to support. This spares customers and leads the effort of describing their concern again through another channel. Through Insights and the so-called Bot Gym, you maintain and optimize the chatbot continuously. A live chat is also available.

If you also want to take the load off your support team, melibo is worth a look.