Forrester's Top AI Chatbots
Customers want detailed answers to their questions, but of course, they don’t want to wait on hold for a long time to get those answers. Many customers become frustrated during that waiting period; the perfect example of this is when they have to wait a minimum of five-ten minutes to chat with a live person online or get a hold of them on the phone.
When a customer representative does come into the conversation, the customer is already upset because of the wait. This makes the situation more difficult to work with and not to mention that you just basically threw away your chances to build a strong relationship with this customer.
So, what is the best way to solve this problem? It’s simple.
Artificial intelligence-powered chatbots.
When you have integrated the perfect AI chatbot into your social media channel or company website, there’s virtually no wait time. Chatbots will automatically initiate a conversation with your customer and provide them an answer in less than five minutes. This goes to show that by investing in a powerful conversational AI to take over your customer service structure, the performance will be more efficient and consistent.
There is no doubt that the extremely competitive market we have today calls for AI-powered chatbots and virtual assistants to play a bigger role when it comes to the B2C or B2B journey of a buyer. Every B2B or B2C company leaders need to take a more customer-based perspective when it comes to taking advantage of these conversational AI.
One thing to remember when you’re thinking of giving this software more responsibilities is that it should assist you in driving sales and increasing customer satisfaction. The chatbot should understand that the objective is to provide the best solution to the customer’s problems, and the developer should prepare highly personalized content in the bot for it to be able to do well in the field.
In this article, we’ll talk about the top two chatbots Forrester said are smart enough to assist and skyrocket a business over time.
What are AI-powered chatbots anyway?
Chatbots use AI and natural language processing (NLP) to understand the intent of customers like real humans. These bots use the workflows set up to understand and respond to customers almost immediately.
What is the Purpose of an AI-Powered Chatbot?
The goal of a chatbot is to provide customers and employees a faster, self-service support features that will make tasks easier and manageable.
These bots should be creating customer experiences that:
Meet and exceed buyers’ expectations of immediacy
Help marketers pursue and convert the leads sellers never get to
Keep opportunities moving forward between business and customer
What is Forrester?
According to Wikipedia “Forrester is a research and advisory company that helps business and technology leaders use customer obsession to accelerate growth. Customer obsession is the foundation of Forrester's research and strategy because, in this era of empowered customers, Forrester believes it's the only path to growth.”
In simpler terms, Forrester helps people decide which technology should they invest in that will help them improve their platforms.
Forrester Chatbot Non-Negotiables
Highly improve online conversion
Drastically reduce the average customer waiting time
Enhance customer self-service by having the ability to emerge with well-known channels such as mobile apps and social media pages.
Forrester’s Top AI Bots
- Ada
- LandBot
- ManyChat
- Flow XO
Forrester's Top Personalized Chatbots
According to Forrester’s evaluation, the market for chatbots in customer service is expanding. Why? Because company leaders knew that in order to meet the demands of enterprise-grade customer service, automation is the best solution.
To maximize the opportunity, the virtual agent must be able to understand the different types of customers, how to discern their intent, and the bot should be able to respond in a human-like manner. Forward-thinking companies have a wide range of AI-powered chatbot suppliers options for this type of software. Although, two bot providers stood out from the rest.
Forrester’s Criteria
- Machine Learning
How well does the bot improve over time? - Reports and Analytics
How impressive are the product’s monitoring and reporting features? - Multichannel
The chatbot should be able to support conversational interactions across multiple platforms. - Intent Engine
Can the bot determine the intent based on aggregated interactions amongst users? - Security and Authentication
The security, authentication, and authorization feature of the bot needs to be exceptional to meet industry standards.
Top Personalized Chatbots
- Ada
Features:
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- Perfect for Sales
- Serves eCommerce Businesses
- Machine Learning
- Code-free Development
- Intent Recognition
- Multi-Languages
- Imperson
Features:
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- Personalized interactions
- Advanced AI
- Multiple messaging platforms