Get started with building a chatbot today

Chatbots are coming of age. Thanks to advancing technologies such as natural language processing (NLP), large language models (LLMs) and general-purpose programming models, responses are becoming more human-like by the week. As such, the benefits of adding a chatbot to your website are growing all the time.

Click4Assistance provides tools to build a customised chatbot for your site. Our Bot Builder lets you plan how you’d like interactions with users to unfold. You can train bots, set the order of conversation, and decide when to escalate a ticket to a human agent.

The Bot Builder uses an intuitive drag-and-drop interface to define how your chatbot operates. Therefore, you don’t need any advanced coding knowledge to get started. You simply place conversation elements in locations that make sense and save your work.

Click4Assistance will soon introduce chatbot templates for various industries, including healthcare, insurance and finance. These will make it even easier to set up and customise how your chatbot interacts with website users.

The benefits of using our visual bot builder

The benefits of using Visual Bot Builder are significant. Ultimately, our tool helps to make your brand more competitive.

Define when you want to escalate to a human agent

Even with the most advanced AI technologies, today’s chatbots can’t yet answer all of your customers’ questions. Therefore, they must be able to escalate to human representatives when necessary.

Getting this balance right, though, is challenging and varies according to the industry. Sending too many inquiries to your agents can increase costs, while sending too few can harm the customer experience.

Our Bot Builder makes it easy to calibrate conversations to escalate prudently. You can choose which interactions require human intervention at a granular level while letting the bot handle the rest.

Click4Assistance offers various “hand-off” options, helping you improve customer service even further. First available, for instance, escalates chat to the first unoccupied agent based on routing configuration. By contrast, Force Route lets you define a group that should receive the chat, such as your sales team instead of your finance department. Lastly, you can use Show Selection. This option lets users pick a routing group to chat with directly.

Generate more sales

Using Click4Assistance’s Visual Bot Builder also makes capturing leads and generating sales easier. Our chatbots are available twenty-four-seven to engage website visitors, letting you acquire leads outside regular working hours.

Recently, Google announced it would be phasing out Universal Analytics (UA) and moving to Google Analytics 4 (GA4) as the default platform. The goal is to make the user, not the device, the unit of analysis. Click4Assistance’s chatbots integrate with GA4, letting you collect various critical metrics. You can see the number of pre-chats, offline forms opened and completed, and chats started.

You can then use this information to improve the user experience. Over time, you can customise chatbots to make them more effective.

Reduce workload

Building a chatbot yourself also helps reduce workload, potentially cutting labour costs significantly. Some commentators estimate that these tools can cut payroll expenses by around 30 percent, possibly more.

Chatbots help you save money via several mechanisms. These include:

• Offering triage functionality, only forwarding users to customer service reps when essential
• Eliminating time-wasting by answering users’ frequently-asked questions
• Operating around the clock, helping you capture more leads without increasing your customer service expenses
• Providing detailed answers to questions customers pose using natural language
• Giving workers more enjoyable problems to solve, reducing staff turnover expenses

Estimates suggest that chatbots could save around £6.63 billion ($8 billion) in the US alone. Companies in the UK and Western Europe could save even more by adopting these solutions.

How much workload reduces depends on the utility and sophistication of the chatbot. Click4Assistance’s chat AI uses natural language processing to understand users’ queries on demand. It’s a powerful yet intuitive tool that can guide customers towards resolution or conversion.

Chatbots can also offer hybrid functionality. The aim is to gather sufficient information to help a human agent resolve problems faster. Therefore, the technology can reduce time-per-ticket and the number of customer service reps you need to employ.

Full automation

Another reason to get started with Click4Assistance’s AI chatbot builder is that it lets you manage multiple conversations simultaneously. You can provide users with speedy responses to their queries without stressing out your team.

Chatbots can engage with an enormous number of website visitors at the same time – sometimes thousands. As such, you can serve customers instantly, instead of asking them to wait for a human rep to become available.

Click4Assistance’s chatbot builder has everything you need to automate engagement. For instance, it comes with:

• An easy-to-configure bot builder that doesn’t require any coding
• A range of templates to get you started (with industry-based templates to follow soon)
• Various reports and transcripts for MI and GA4
• The ability to provide relevant responses based on the keywords entered by website visitors
• A preview mode to build and test your site before it goes live
• The ability to create multiple chatbots, depending on your sales funnels, and clients’ needs
• A-B testing functionality to determine which chatbot setups work best

Upsell and cross-sell

Lastly, the Visual Bot Builder lets you craft chatbots to help you upsell and cross-sell to your existing customers. Bots can prevent links, images, and videos to promote your products and services during a conversation.

This functionality is reminiscent of the casting function in our live chat product. Like reps, bots can show website visitors rich media to encourage them to make a purchase. And the best bit? It’s all automated.

Conclusion

In summary, building a chatbot is an excellent way to gather information from customers, and qualify enquiries. It helps to reduce costs and make better use of your human reps. Bots answer all the frequently asked questions, while humans get on with solving more complex problems, and saving money.