The use of chatbots has generated great interest and expectation about the benefits and advantages of having this technological tool, not only to provide a better customer service experience, but also to suggest purchase options. Chatbots incorporate artificial intelligence to learn, recognize user preferences and preferences through their constant online activity.

It is a technology capable of communicating with people, without them realizing that they are interacting with intelligent software. Chatbots help reduce costs in hiring people to answer frequently asked questions from online users. And thus, what is observed as a developing trend is an advantage for companies that have already incorporated it into their work processes and as one more tool in their marketing. The existence of the first chatbot arose thanks to the invention of Joseph Wiezenbaum in 1960, a prominent programmer at the Massachusetts Institute of Technology (MIT) in the United States, who created a computer program for the study of natural language between Man-Machine, called 'Eliza' .

Currently, the evolution of these smart programs have opened the opportunity to improve customer and / or prospect service, companies like Microsoft with its assistant Cortana, are a clear example. The challenge now will be to teach and / or accustom users to interact with a virtual assistant and offer incentives to achieve better acceptance. The Amazon company works on it, it offers lower prices for the same product, if you use its assistant Alexa, than if you buy it on its website. Aeroméxico became the first airline on the continent to present a chatbot on Facebook and Messenger as part of its technology platform in September 2016.

Now users have an immediate response to questions such as How much does a ticket to Monterrey cost? What do I need to do to bring my pet with me ?; Check in and receive the boarding pass by Messenger. In the same way, the bot recommends hotels and restaurants in the city to be visited, or in the federal entity where the user is. These are 5 facts about the use of bots and what are the main advantages of having artificial intelligence in your company.

1.The automation does not need supervision.

Undoubtedly, one of the most valued advantages of having a robot as part of the operation of a business is the saving of time, money and energy. Using smart software or bot to attend to any customer service task can avoid using large teams of people who are dedicated to answering the same questions over and over again. Robots with a little training can chat for hours without any help or supervision. The use of a chatbot facilitates customer service, but it does not replace the human being. There are chatbots that offer the customer the option to end the conversation, to be served by a human advisor.

2. 24/7 online service.

Another characteristic of chatbots is the availability of attention, the user can interact and resolve doubts at the time and when they require. The new generations are changing the way they communicate with companies, as they show little tolerance in the waiting time to be attended through a phone call or listen to the endless menu of options they offer.

3. Provides attention to multiple chats simultaneously.

The ability of bots to master a topic is unlimited and there are several solutions on the market to meet the needs of each company. The FaqBot is responsible for answering frequently asked questions related to products and / or services. The SocialBot interacts with Facebook users and answers questions through Messenger. The Soldai company, specialist in the creation of intelligent software, has a solution, in addition to those already mentioned, that automates the attention in the technical support area, it is called ASupportBot. Its function is to serve customers or users who require technical support, due to operational problems of the product or service during its use. Furthermore, it is possible to interact with several users at the same time through chat.

4. Manage your customer information.

Identify information about the most common problems faced by your customers, which will support you in generating content to help other network users who require the information in writing. A chatbot is also useful to direct and help your clients fill out a form in a simple and friendly way.

5.Rate your prospects.

Based on a list of established questions, a chatbot can save you time qualifying a potential prospect. Once your prospect is a qualified lead, the bot assigns them to your sales team for personal follow-up. In this way you will significantly improve the productivity of your business. The evolution of chatbots is constant and it is positioning itself as an advertising point. The Facebook platform will allow companies to send ads with sponsored messages to people who have already voluntarily started a conversation with the brand. It will also add a new option to the announcements in the latest news section, so that users can start a conversation with a bot with one click.

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