What is a Bot? How Conversational UI is Changing Tech

 If you work in customer service, or follow the latest in technology news, then you've likely seen a number of articles heralding the arrival of bots. And, as the conversation continues to unfold around this emerging technology, it's hard not to wonder what to make of it. Many people are just learning now what a bot is, let alone understand how or why they should be using it.

But the potential for bots is pretty enormous. If tech innovators and bot start ups have their way, there's a good chance bots will significantly impact your online life, and the way you do your job.

In this post, let's review what bots are and how this technology is affecting the future of customer service. 

Table of Contents

What are bots?

Where are chatbots most used? 

Use Cases for Bots

How Chatbots Impact Enterprise Business Enablement

When You Shouldn't Use Chatbots for Customer Service

Proof Points: What is the Playbook?

→ Access Now: 5 Free Customer Support Templates

What Are Bots?

Bots are software designed to automate tasks and functions at your business.

The most popular types of bots use conversational UI and interface with an existing messaging application. They help users find information and complete tasks in a seamless, automated way through text-based commands — like typing out: "Hey, Pizza Hut bot! Send me a large pepperoni pizza" and the pizza shows up at your door 30 minutes later.

What Is a Chatbot?

Chatbots are software that automates live chat services. They're capable of sending and receiving messages, transferring real-time conversations, and looking up service information for customers. This technology improves the customer experience by making your support team more accessible to current and potential buyers.

In North America, the best known example of a messaging app is Facebook Messenger. WhatsApp, also owned by Facebook, features bot integrations, too. And, the list doesn't stop there. In fact, there are a number of messaging apps and platforms — Slack, Twitter, etc. — investing in a bot platform and ecosystem. But for the sake of simplicity, our examples will focus on Facebook Messenger.

Time to connect the two concepts: Let's say a third party company, like Lyft, creates a bot that interfaces with Facebook Messenger. When a user needs a ride, she can message the Lyft bot and order a car to pick her up directly through her Facebook Messenger app. In other words, she doesn't need to switch to the dedicated Lyft app to use Lyft's service.