企业微信 聊天机器人_如何知道企业真正想要的聊天机器人

企业微信 聊天机器人

Convincing a company they need a chatbot because it’s “the next big thing” or because they want to be at the “forefront of technology” isn’t going to cut it anymore.

要说服一家公司，他们需要一个聊天机器人，因为这是“下一件大事”，或者因为他们想站在“技术前沿”，所以不再需要砍伐它。

Show them how it will provide great value, and they’ll be begging you for it.

向他们展示如何提供巨大的价值，他们会乞求您。

If you want to convince someone to pay you to build a chatbot for them, then you need to understand what they value. I’ve seen that the two most important factors for businesses are reputation and finances.

如果您想说服某人付钱给您建立一个聊天机器人，那么您需要了解他们的价值。 我已经知道，企业的两个最重要因素是声誉和财务 。

声誉 (Reputation)

The reputation of a company is a complex topic. This can be affected by a huge range of things from initial contact, the sales process, all the way through to after-sales care and much more.

公司的声誉是一个复杂的话题。 从最初的联系，销售过程，一直到售后维护等等，这可能会受到各种各样的影响。

Chatbots can help a company’s reputation by targeting any or all of these areas. A system that improves reputation needs to be able to increase a user’s enjoyment (or reduce the frustration) of the process it replaces or aids.

聊天机器人可以通过针对这些领域中的任何一个或所有领域来提高公司的声誉。 一个提高声誉的系统需要能够增加用户对其替换或辅助过程的乐趣(或减少挫败感)。

We can improve the user experience by doing processes better and faster than the old system, by making things easier for the user, or by providing new features.

我们可以通过比旧系统更好，更快地执行流程，使用户更轻松或提供新功能来改善用户体验。

财政 (Finances)

Unsurprisingly, money is a very important factor for any company. How can a chatbot help increase a company’s profits?

毫不奇怪，金钱对任何公司来说都是非常重要的因素。 聊天机器人如何帮助增加公司的利润？

There are two ways to increase the profitability of the business:

有两种提高业务盈利能力的方法：

• increase income, or
  增加收入，或
• decrease costs.
  降低成本。

It’s as simple as that!

就这么简单！

那在哪里离开我们？ (Where does that leave us?)

Knowing that most companies will value reputation and profit, we can validate some common chatbot models.

知道大多数公司都会重视声誉和利润，因此我们可以验证一些常见的聊天机器人模型。

常见问题聊天机器人 (FAQ Chatbot)

This is one of the most common types of chatbot out there because they’re easy to build and can be tailored very specifically to a company. So let’s test it against our two criteria.

这是最常见的聊天机器人类型之一，因为它们易于构建并且可以针对公司量身定制。 因此，让我们根据我们的两个标准对其进行测试。

Does it increase their profit? Short answer — No

会增加他们的利润吗？ 简短答案-否

Having an FAQ chatbot on your website isn’t going to sell more products or get more money and you aren’t saving money by taking users away from the FAQ page. It could reduce the contact to the call centres but the difference is likely to be minimal.

在您的网站上安装FAQ聊天机器人不会卖出更多产品或获得更多收益，也不会通过将用户带离FAQ页面来节省金钱。 它可以减少与呼叫中心的联系，但差异可能很小。

Does it increase their reputation? Maybe.

会增加他们的声誉吗？ 也许。

You could argue that having an FAQ chatbot on your site makes it easier for users to find the information, but this isn’t a strong argument.

您可能会争辩说，在您的站点上安装FAQ聊天机器人可以使用户更轻松地查找信息，但这并不是一个有力的论据。

All in all, FAQ chatbots aren’t very viable as a product on their own. Where they can be used very effectively is as an add-on to another chatbot. A customer service chatbot that can also answer the normal FAQ questions is definitely superior to one that can’t.

总而言之，常见问题解答聊天机器人本身并不十分可行。 可以非常有效地使用它们的地方是作为另一个聊天机器人的附加程序。 能够回答常见的FAQ问题的客户服务聊天机器人绝对比不能回答的聊天机器人优越。

However, FAQ chatbots bring ease-of-access to information. They can also be integrated into other channels (such as Facebook Messenger). This can give users a new platform through which to find this information.

但是，常见问题解答聊天机器人带来了对信息的轻松访问。 它们也可以集成到其他渠道(例如Facebook Messenger)中。 这可以为用户提供一个用于查找此信息的新平台。

客户服务聊天机器人 (Customer Service Chatbot)

This type of chatbot is similar to an FAQ bot. But it is designed to stop users needing to talk to customer service staff, or for gathering information about the user so the staff can help them more quickly.

这种类型的聊天机器人类似于常见问题解答机器人。 但这是为了阻止用户需要与客户服务人员交谈或收集有关用户的信息，以便员工可以更快地为他们提供帮助。

It will usually be able to do tasks such as tracking orders, sorting returns and providing a tailored experience based on the customer’s purchases.

通常，它将能够执行诸如跟踪订单，对退货进行分类以及根据客户的购买提供定制体验的任务。

Does it increase their profits? Yes

会增加他们的利润吗？ 是

While it probably won’t increase sales, customer service bots can decrease costs. Having a customer service worker handle a single request can cost on average £3.50. Every time that the chatbot tells the user where their order is, or sorts a return for them, that is money saved for the company.

虽然它可能不会增加销售，但是客户服务机器人可以降低成本。 由客户服务人员处理单个请求的平均费用为£3.50 。 每次聊天机器人告诉用户他们的订单在哪里或为他们分类退货时，这就是为公司节省的钱。

You may think that saving £3.50 isn’t very much. But lots of retailers are getting over 20,000 contacts a month. If your chatbot can only deflect 10% of these requests then that’s £7,000 savings per month! That’s not even counting the time saved by the staff with the extra information they get from the bot.

您可能会认为节省3.50英镑不是很多。 但是许多零售商每个月的联系量超过20,000。 如果您的聊天机器人仅能解决这些请求的10％，则每月可节省7,000英镑！ 这甚至不算员工从机器人那里获得的额外信息所节省的时间。

Does it increase their reputation? Yes

会增加他们的声誉吗？ 是

Waiting in a call queue or message queue for half an hour is one of those things that we all hate but have come to expect when contacting a bank or retailer. With chatbots, we can massively reduce this time.

在呼叫队列或消息队列中等待半小时是我们所有人都讨厌的事情之一，但是在与银行或零售商联系时已经想到了这些事情。 借助聊天机器人，我们可以大大减少这一时间。

If your chatbot can solve 20% of the contacts, then that means 20% of the people are going to have no wait time at all. Brilliant, this means that the queue is 20% shorter.

如果您的聊天机器人可以解决20％的联系人，则意味着20％的人将根本没有等待时间。 出色，这意味着队列缩短了20％。

As the chatbot gathers a lot of the user information before they chat with an agent, the issue can be resolved quicker, further reducing the time spent on hold. This decrease in wait time will decrease everyone’s frustration and therefore increase the company reputation.

由于聊天机器人在与代理聊天之前会收集大量用户信息，因此可以更快地解决问题，从而进一步减少了保留时间。 等待时间的减少将减少每个人的挫败感，从而提高公司的声誉。

销售聊天机器人 (Sales Chatbot)

A company is launching a new product and you click the advert on Facebook. This opens a chat in Messenger where you can choose your exact product and pay for it without ever leaving Messenger. That’s much easier than having to download the company’s app or visit their website.

一家公司正在推出新产品，然后单击Facebook上的广告。 这会在Messenger中打开一个聊天窗口，您可以选择自己的确切产品并为之付款，而无需离开Messenger。 这比必须下载公司的应用程序或访问其网站要容易得多。

Sales chatbots can now be used to buy products using a text interface directly in Facebook Messenger or via most other messaging services.

现在，销售聊天机器人可用于直接在Facebook Messenger中或通过大多数其他消息服务通过文本界面购买产品。

Does it increase profit? Yes

它会增加利润吗？ 是

Being able to buy a newly launched product directly in Messenger is going to be quicker and easier than going to a company website. Being able to go through the checkout process in a conversational way can feel less monotonous. This can increase the number of sales of your product.

与直接访问公司网站相比，能够直接在Messenger中购买新推出的产品会更快，更轻松。 能够以对话的方式进行结帐过程会感觉不太单调。 这可以增加产品的销售数量。

Sales bots on Facebook Messenger are also great as they have access to a huge range of people and you can harness the power of Facebook ads. This allows you to target very specific groups of people who are more likely to want your product, therefore increasing your chance of a sale.

Facebook Messenger上的销售机器人也很棒，因为它们可以吸引大量的人，并且您可以利用Facebook广告的力量。 这样一来，您就可以针对非常可能想要您产品的非常特定的人群，从而增加销售机会。

Does it increase their reputation? Maybe.

会增加他们的声誉吗？ 也许。

Whilst it might be ‘cool’ buying something over Messenger, if you have a good purchase process already, this isn’t going to be a big improvement. If your customers currently have to install your app and sign up before they can buy anything, this will be a massive simplification, decreasing the customer frustration and increasing your reputation.

虽然通过Messenger购买某件商品可能“很酷”，但如果您已经拥有一个良好的购买流程，那么这将不会有太大的改善。 如果您的客户当前必须先安装您的应用并注册才能购买任何东西，这将是一个极大的简化，从而减少了客户的沮丧感并提高了您的声誉。

服务聊天机器人 (Service Chatbots)

Service chatbots are usually completely custom chatbots built for a company to use to perform medial tasks, freeing up the staff to do more important work. These bots could provide links to commonly used sites, fill out paperwork by asking a few questions or through a smart device such as an Alexa device.

服务聊天机器人通常是完全自定义的聊天机器人，供公司用来执行中间任务，从而使员工腾出时间来从事更重要的工作。 这些漫游器可以提供到常用站点的链接，可以通过问几个问题或通过智能设备(例如Alexa设备)来填写文书工作。

At the company that I work for, we’re implementing chatbots like this and integrating them into Slack. This allows us to access to resources, restart servers, run build scripts and getting stats all from Slack. Some of these save 15 seconds, other can save about 5 minutes. Built up over a day we can save 10–30 minutes each a day, that’s about 85 hours a year or 2 full weeks.

在我所在的公司，我们正在实现这样的聊天机器人并将其集成到Slack中。 这使我们能够从Slack访问资源，重新启动服务器，运行构建脚本以及获取统计信息。 其中一些可以节省15秒，另一些可以节省约5分钟。 经过一天的建设，我们每天可以节省10–30分钟，即一年大约85个小时或整整2周。

Does it increase profits? Yes

它会增加利润吗？ 是

With staff spending less time doing these simple tasks, they have more time to spend on the more difficult work. Based on the UK average wage of £27,000 and saving 10 minutes a day (or 41 hours per year), that’s saving over £500 a year per person.

由于员工花在这些简单任务上的时间更少，因此他们有更多时间花在更困难的工作上。 根据英国的平均工资27,000英镑，每天节省10分钟(或每年41小时)，每人每年节省超过500英镑。

Does it increase reputation? No

会增加声誉吗？ 没有

This isn’t customer facing but it might make your staff happier that they don’t have to waste their time on those boring tasks any more. It’s always good to have happy staff.

这不是面向客户的事务，但这可能会使您的员工更快乐，因为他们不必再将时间浪费在这些无聊的任务上。 拥有快乐的员工总是很好。

通知聊天机器人 (Notification Chatbots)

Want a reminder before your favourite team plays? Want to know when that item comes back into stock? Want to know when your delivery driver is on their way?

在您最喜欢的球队参加比赛之前需要提醒吗？ 想知道该物品何时重新入库吗？ 是否想知道送货司机何时上路？

This is where a notification chatbot can be really useful. It can be linked into a system and then notify the users on almost anything. Because you want the user to see the notification, these bots are best integrated into common messaging platforms such as Facebook Messenger, Slack or you could even text the user.

这是通知聊天机器人非常有用的地方。 它可以链接到系统中，然后在几乎所有内容上通知用户。 因为您希望用户看到通知，所以这些漫游器最好集成到常见的消息传递平台中，例如Facebook Messenger，Slack，或者甚至可以向用户发送短信。

Does it increase profits? Probably not

它会增加利润吗？ 可能不是

People might buy something if you tell them its back in stock but they were probably going to buy it anyway.

如果您告诉他们某些东西，人们可能会购买，但是他们可能还是会去购买。

Does it increase their reputation? Yes

会增加他们的声誉吗？ 是

This type of chatbot provides value by providing a boost to customer engagement. Being kept up to date with the progress of a delivery or being reminded that you’ve got something coming up is really helpful. Any company that proactively helps their users out is probably one that has a good reputation.

这种类型的聊天机器人通过提高客户参与度来提供价值。 与交付进度保持同步或提醒您即将发生的事情确实很有帮助。 任何积极帮助用户的公司都可能拥有良好的声誉。

Thanks for reading my analysis of commercially viable chatbots. If you have any other great chatbot ideas then let me know in the comments.

感谢您阅读我对商业上可行的聊天机器人的分析。 如果您还有其他很棒的聊天机器人想法，请在评论中告诉我。

翻译自: https://www.freecodecamp.org/news/which-chatbots-do-businesses-actually-want-308105cf56ed/

企业微信 聊天机器人