Chatbots for questions and answers

Chatbots to answer questions are basically an FAQ guide that has evolved into a more interactive form. There are currently four types of answering chatbots:

Menu: These chatbot are very common and we can find several of them throughout the internet. They present a menu to the user, from which they must choose an option to continue with the query.

From keywords: They are able to scan keywords and associate them with pre-assembled responses to respond to the user. It is usually combined with chatbots menus.

NLP based chatbots: These chatbots use natural language processing to capture the intent and phrase variantions of a message. They can match a message to a response by processing the language and matching it to a similar or related question.

Contextual: they use both artificial intelligence and machine learning. They are usually expensive to develop due to their complex development, but also in terms of time, since you must train them to provide appropriate responses.

Reasons to create a chatbot to answer questions

Customers often have frequently asked questions, and you can help provide the answers they need interactively with an FAQ Chatbot.

Just as your FAQ page is important for your website to help answer your customers' questions, an chatbot to answer them is vital to help customers get responses when they use messaging tools within your application or in your social media page.

Chatbots help direct customers to the correct website pages and provide answers easily at any time of the day. This improves the customer experience and helps you save money and time by not having to hire a 24-hour workforce.

This type of Internet bot helps improve interactions with your customers and does not require much technical or advanced knowledge. All you need to do is use the proper tools. 

How to create a Chatbot to answer questions

Developing an chatbot is simple when you keep a few strategies in mind. While you can use the skills of a developer using Python or other common programming languages ​​to build your bot from scratch, there are several ways to create a chatbot to answer questions without coding. Check out our chatbot platform for more information.

Try these best practices for making an question chatbot for your business:

Design a conversational experience: Think about the flow of the conversation and plan the follow-up questions that your customers may have. The goal is to think in the context of the question and help your chatbot understand the different messages your customers are sending.

For example, if your customer asks, "How do I use your product?", It is useful to design the Chatbot to understand what that can mean by entering a similar message. Create a conversation architecture or interaction hierarchy so that your question chatbot can refer to previous conversations to help answer your customers' questions.

Chat records: It is important to dig into existing conversations from previous interactions between members of your customer service team and customers, or ask your team to provide a list of frequent questions.

Consider using the help of conversational designers who are experienced in developing chatbots to improve the user experience.

Take advantage of prebuilt chatbots and skills: You don't need to start from scratch. Use a prebuilt chatbot and train a skill to answer frequent questions for a specific industry.

It will save you time and provide you with some examples on what sort of messages your chatbot can answer.

Common questions to answer

What is the price?

When the client is interested in a product or service, they will directly ask you the price. You may have questions like:

  • How much?
  • What's the price?
  • I need a quote
  • How much does it cost?

Remember that you must provide a quick and direct response, otherwise, you could lose the interest of potential customers and lose a sale.

Could you give me more information?

This is the second most frequently asked question by customers. To provide more detailed information you can create buttons or send the landing page or web page with the characteristics of the product or service. Some very similar questions can be:

  • I need more information about ...
  • Could you help me with...
  • I want more detailed information..

Where can I find you?

Although this information, in many cases, is in the contact information on the webpage, customers frequently ask where the businesses are located. This is a clear sign that the customer is interested in the product, and you can offer them the address of the physical store or the website. Some similar questions can be:

  • Are you located in X?
  • Where is your store located?

Questions about the product or service

Your chatbot must be programmed to answer any question related to your product or service, this will avoid any confusion on what you offer and save time for your customer service team. You will be able to transfer the conversation in case the chatbot cannot find an answer.

Delivery information

Your customers will want to know how long before the product will arrive, or if you offer a service they will ask for the total duration. You can even provide updated information on a specific order such as status, estimated delivery and current location.

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