A Guide to Using Chatbots and Account-Based Chat for Your Full Revenue Funnel

See how conversational marketing and account-based marketing go hand-in-hand, and how Terminus Chat helps marketing, sales, and customer success teams align for an unmatched unified experience.

Chatbots Inspiration: 7 Examples to Help Get You Started

The Only Account-Based Marketing Platform with Chatbot Functionality

Connect your sales and CS teams to your most important prospects and customers, in real-time, no matter where they are. Learn more by checking out the Terminus feature overview.

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Interactive Worksheet: How to Set up Account-Based Chatbots

Your New Favorite Terminus Feature: Account-Based Chat Analytics

Chatbots

If you’re improving your customer service, it may be time to consider the use of chatbots. Let’s take a look at the chatbots definition: a chatbot is an artificially intelligent system that can respond to a customer’s questions without the need for human intervention. What is chatbot technology used most often for?

Customer service and information, of course.

Customers often prefer to self-service. They want to be able to find information rather than talk directly to a person. They might need information right away and not be able to contact the company during business hours. But they might not be able to really articulate their question.

The goal of a chatbot is to be able to take the natural language that a person uses and figure out what information they need to find. In doing so, it reduces the burden on human operators. People aren’t going to have to call in or connect with a human CSR. But they still have the option to connect with a CSR if they need to, which means companies don’t lose anything by using a chatbot.

Today, chatbots are more popular on websites than ever before. Even smaller websites may have chatbots which then forward information to the company owners, in the event that the person needs some additional servicing. Because chatbots are so accessible, there’s nothing holding even small companies back from implementing them.

You can look at the chatbot definition Oxford dictionary or the chatbot Wikipedia for additional information regarding the chatbots meaning. Chatbots can vary in terms of intelligence. Some just directly link to help desk articles while others will try to answer questions.

Chatbot Website

At this point, you might be wondering why you’ve heard of chatbots with some negativity. Not all the chatbots online are for customer service. A chatbot website can have a negative connotation, but that’s not something that’s connected with marketing.

Some chatbot technology is used for good. Other chatbot technology is used for evil.

Some chatbot project companies target online dating sites, social media, and other venues, trying to trick people into giving them personal information. Other chatbots are used for customer service, but in the past they weren’t very good. Because of that, people got frustrated using them, and chatbots as a whole got a negative reputation.

But today, chatbots are being used for good rather than evil. Chatbot companies have advanced to the point where they are able to really dig down into what a customer needs and provide them with the resources to solve their problems.

As artificially intelligent solutions become even more advanced, they also become more distracting on social media sites and dating sites. So, people will always have some confusion when it comes to chatbots, and these types of “scammer” chatbots will have a negative connotation. But that’s with any type of technology; there are always both good and bad implementations. The fact that malicious chatbots can easily be confused for humans is really a testament to the effectiveness when they are used for customer relationships.

As a best practice, it’s better to make it clear that customers are connecting with a chatbot rather than a human. Otherwise, they may not realize it and may feel betrayed when they discover the truth.

Chatbots Examples

There are many different types of chatbots examples. Some are AI-powered and some just directly respond to specific keywords with information. Some of them are funny and some of them are dry. Some of them are for knowledge bases, troubleshooting, or to connect customers with products. An AI chatbot can do quite a lot to infuse itself with personality.

Let’s say that someone is trying to make a B2B chatbot. They can start by looking at ecommerce chatbot examples, but what they really want from their AI chatbot is to stand out. Infusing the chatbot with personality, sarcasm, and wit is a great way to do this.

Consider how often people share information about Siri or Google’s reactions to their inquiries. The AI being funny and clever is a selling point. When it comes to B2B eCommerce, many people want to play it safe because they’re scared of alienating their clientele.

But there’s a line between “sharp sarcasm” and “trying to talk to a dirty robot online.”

Some gentle humor makes the process of connecting with a chatbot both more memorable and more engaging. Customers don’t want to feel as though they’re just talking to a machine; they want to know that the company has some personality and branding. By coloring the chatbot’s text with the company’s own flavor, they can draw customers in and show them what they’re about.

Think about the fact that a customer service representative often acts as a brand ambassador. CSRs are trained to display the company’s voice, personality, and values, because that’s what draws customers in to interact further with the brand. Thus, chatbots can be the same way, though it requires that the chatbot be trained correctly.

Best Chatbots for Websites

So, now, let’s take a look at some of the more popular chat platforms for B2B businesses. Drift, Intercom, and Terminus Chat are all robust solutions. Free chatbots are hard to come by; most of them offer very limited features and functionality. If you want the best chatbots for websites, you’re going to need to pay for it.

That’s because the best chatbots have advanced technology. Even the best free chatbot doesn’t have the technology that is needed for real, natural language processing. The best chatbots for B2B websites will have the ability to connect the person with a real person associated with their account. It’s an extension of the customer relationship management suites. If a customer has a question that the company’s chat can’t answer, they need to be appropriately directed to the answer.

A chatbot free or chatbot website free isn’t going to be able to deliver this. It can answer some rudimentary questions, but it won’t be able to directly connect the user to a customer service agent, and the potential sale could be lost. It’s worth it to purchase premium solutions because these premium solutions are far more likely to drive additional sales. Their ROI is higher and thus they pay for themselves.

List of Chatbots

There are B2B, B2C, and even non-commercial chatbots out there; there’s a whole list of chatbots depending on what you want to do. You could get the Alice chatbot for “therapeutic” support, an anime chatbot, a chatbot in Python, or a chatbot in Java. It all depends on the features that you need in the chatbot.

Let’s take a look at some chatbot examples Python, Java, and more, including cloud-based chatbot services, and eCommerce systems.

  • Eliza chatbot. This was one of the earliest chatbots, designed to make it less than obvious that the user was talking to a non-human. It asks questions that a therapist might ask. It’s for fun rather than for commercial use, but it was the progenitor of many other types of chatbot.
  • Mitsuku chatbot or Kuki chatbot. Known as both names, this chatbot has broken records for being the best conversational chatbot. It’s frequently used to give the illusion of natural human conversation, rather than for eCommerce purposes. The Mitsuku chatbot API or the Mitsuku chatbot game can be downloaded and the Mitsuku chatbot source code can be altered.
  • Rose chatbot. This chatbot won the artificial intelligence prize from Loebner in 2015. It’s a concierge that provides a branded experience and is excellent for both B2B and B2C sales.
  • Replika chatbot. This is another natural language chatbot that is designed to provide realistic conversations to people through an app. It can be trained to respond in specific ways.

These chatbots are primarily for recreational purposes, as a chatbot that has to be used for recreational purposes is going to be more advanced and in-depth than one that is for commercial enterprises. For a commercial enterprise, no one is trying to trick someone into believing that the chatbot is a person. Rather, they’re just trying to deliver information in a way that the person can understand, and also parse information in natural language so that the person doesn’t need to figure out a specific search query on their own behalf.

Those who want to experiment with a chatbot for fun can use a Mitsuku download or compare Mitsuku vs Replika and other systems. But those who want a B2B solution should invest in an entire account-based chat platform. When chatbots are tied into a system such as the Terminus Chat solution, they are able to better serve customers because they can better give them what they need and preserve information about their history.

Best Chatbot Examples

What are some of the best chatbot examples? Which are the best chatbots 2020 — and which are just the best chatbots to talk to? Chatbot technology varies so significantly across the spectrum. There are some chatbot script examples that can be studied and improved upon and some chatbot website examples that give details on how to alter the chatbot for a specific company. There are many different use cases for a B2B chatbot, so the best chatbot for your needs depends on what you want to do.

If you just want to be able to connect people to the information that they need, then you need a different type of chatbot than if you’re trying to replicate a regular human chat. Here’s some of the best practices you might consider.

  • Being able to chat from anywhere. This is a benefit to accessibility. Terminus Chat can be connected to through email, landing pages, social media, advertising, and more.
  • Booking meetings. Being able to book meetings, reserve equipment, make purchases, or otherwise commit to things through a chat is an excellent way to secure sales.
  • Create a content hub. Customers should be able to easily connect with content through the chat, such as a knowledge base system that allows them to find the answers to their problems.
  • Escalate inquiries. When customers are ready to commit or want to talk to a real person, they should be able to. This reduces the chances they can get frustrated because they can’t get information.
  • Add personality. A brand without personality isn’t a brand at all. A chatbot is often the first line of contact.

Terminus provides a complete system which also includes Terminus Chat. It can be demoed to find out more information.

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