By Murray Newlands
With the advancements in machine learning (ML) and artificial intelligence (AI), it seems as though more parts of our lives are being automated, including communication. Welcome to the world of chatbots, where computer-operated machines can assume a variety of roles like customer service reps, personal assistants, social media managers and maybe even fast food workers, according to Forbes.
A TechCrunch article defined chatbots as "programs that respond to natural language text and, optionally, voice inputs in a humanlike manner. They can execute tasks given specific commands." This essentially means that these chatbots can take over many types of time-consuming tasks, enabling human employees to focus on other high-level decisions and interactions. You may not realize it, but you already use a type of chatbot every day if you own an iPhone: Siri has become our dear friend.
Here are five chatbots I am now incorporating in my business, and the benefits they can offer your own:
Facebook Messenger: Facebook now allows you to deliver certain messages through the chatbots that they have integrated into their Messenger feature. This means your business can send automated customer support messaging, as well as content and interactive experiences. In my business, I include links and call-to-action buttons to influence your recipient's behavior. Businesses like 1-800-Flowers let you put in orders by sending your desired recipient's name to their Messenger-bots. Similarly, CNN can send daily stories tailored to your interests straight to your Messenger inbox.
Chatbots are beneficial in that they help me streamline a variety of activities in my business. However, there is more to be done to advance this technology and make it more valuable to businesses. These messages, for instance, need to be fashioned in a way where you can make the message a little more tailored to the recipient. While their ability to write more personalized messages is still to come, I see their potential and appreciate the luxury chatbots give me of doing even more for my customers and clients.
Murray Newlands is an entrepreneur, investor, business adviser and a columnist at Forbes and Entrepreneur. He is the co-founder of payments company Due.