Virtual assistant

WHY WORK WITH SKRIVANEK?

Skrivanek Baltic is a leading language company in Latvia, providing high-quality foreign language learning and translation services. The aim is not only to provide a virtual assistant on your website but also a great service experience. Our customers appreciate us for this reason. Here’s what you can expect when working with us:

A deeper understanding of the client’s brand: we take into account your brand essence when designing the chatbot. We will use your website content to build the personality and knowledge base of the chatbot, ensuring it reflects the unique character of your business.
Design and integration: we will personalise the look and functionality of your chatbot to match your brand essence. We will ensure a seamless integration process with your website.
Expertise in AI and natural language processing (NLP): we use AI and NLP technologies to create virtual assistants or chatbots that mimic human interaction. This enables real-time, AI-enhanced communication that can significantly increase efficiency.
International success: we offer a comprehensive approach to Software as a Service (SaaS) localisation services that can help your virtual assistant adapt to any market and gain traction with users around the world.

WHAT IS A CHATBOT?

A virtual assistant, or chatbot, is a computer program that creates a dialogue between a human and a computer by executing human commands and extracting and displaying data. By implementing this technology, companies, governments and other organisations can serve their website users more efficiently, as the virtual assistant responds faster than a human, and can have simultaneous conversations with many customers in different languages from different countries. Users of the virtual assistant functionality can get the answer they need instantly, without having to wait long for an email reply, wait on the phone for a customer service agent to finish talking to another customer, or queue up for a helpdesk.

The knowledge of the virtual assistant is based on the most frequently asked questions and answers from users of the organisation’s website. There are many different variants that can be used to describe virtual assistants in text or conversation, such as a chatbot, AI assistant or automated agent.

Need your own virtual assistant or chatbot? Contact us!

Or book an online consultation to find out more about chatbot options now!

TYPES OF CHATBOTS FOR DIFFERENT BUSINESS NEEDS

Chatbots are as diverse as the businesses they serve, and each is designed to meet a specific need. At one end of the spectrum, we have a menu-driven chatbot that is ideal for direct customer support and lead generation. These rule-based chatbots help users navigate between a number of pre-configured options, offering both a predictable and efficient level of interaction. At the other end of the spectrum are sophisticated AI-powered, intelligent virtual assistants that use machine learning to adapt and evolve, turning every customer interaction into a learning opportunity.

In situations that require human attention and a final say, hybrid chatbots offer the best of both worlds, combining the efficiency of automation with the nuanced insight of a live professional. They start with automated conversations, trying to resolve users’ questions quickly, but can seamlessly switch to a human when the conversation becomes too complex for the robot to handle. This ensures that when customers leave the chat window, they always feel listened to and their problem is solved, regardless of its complexity.

In fact, the types of chatbots one can have are as varied as the conversations they deliver, ensuring that every business can find the virtual assistant that best fits their unique narrative.

RULE-BASED CHATBOTS

Rule-based chatbots are the most reliable. They work on an “if/then” conditional basis, guided by user preferences, and leading users along a structured path. These chatbots are particularly useful for companies with well-defined user questions and a need for consistent, reliable answers. By evaluating specific terms such as keywords and synonyms, these chatbots can precisely guide the communication with the customer, ensuring that each user’s question is addressed in a specific way.

However, the strengths of rule-based chatbots can also be their weaknesses. Their reliance on predefined rules means that they may struggle with unexpected or complex issues, which can lead to customer dissatisfaction if these issues are not handled correctly. This is where the power of a well-designed exit strategy comes in, providing a safety net that keeps the conversation on track even when the robot reaches its programmed limits.

With the right setup, rule-based chatbots can serve as an invaluable tool to manage high volumes of customer interactions, drive traffic and ensure that every conversation is a step towards resolution.

INTELLIGENT CHATBOTS

Intelligent chatbots are true masters – they expertly communicate with people by mirroring human interactions close to reality. They can thank machine learning algorithms for their intelligence; they learn from every interaction, becoming smarter and more efficient over time. These robots have contextual awareness, remembering previous conversations and understanding the nuances of communication to ensure relevant and personal interactions, especially with repeat customers.

The potential of intelligent chatbots continues to expand as advances in artificial intelligence technologies push the boundaries and prove that the impossible is in fact possible. They are evolving – from being able to provide simple answers to questions, to being able to engage in complex, empathetic conversations and provide contextually rich answers, adapting to the user’s style. By developing their skills in human language and natural conversation, these intelligent chatbots are revolutionising customer service, offering a way of communicating that is not just automated, but truly engaging.

HYBRID CHATBOTS

Hybrid chatbots are a great example of customer service progress, where automation combines with human intuition. These chatbots start the conversation by providing quick answers to frequently asked questions and trying to solve issues independently. But if the customer’s needs go beyond the dialogue, the conversation is seamlessly handed over to an online agent, maintaining the flow of the conversation without losing context.

This combination of automated and personalised support ensures that customers receive the right help for their specific situation. Hybrid chatbots efficiently handle a wide range of support scenarios, from the simplest to the most complex, ensuring that every customer interaction is handled with care and precision. By harnessing the strengths of both AI-powered chatbots and human agents, companies can deliver an exceptional level of service that is both efficient and empathetic, meeting customers’ ever-growing expectations.

WHAT ARE THE MAIN ADVANTAGES OF CHATBOTS?

Imagine a world where at least 88% of people have spoken to a robot at least once a year, and – miraculously – most of those conversations have not ended in a digital duel. Undeniably, chatbots, AI assistants, automated agents, or virtual assistants have made a permanent home in our virtual everyday lives. In 2022, almost 9 out of 10 internet users were very familiar with these chatty assistants. It’s like turning up at a party and realising that the most interesting person you met turned out to be the virtual assistant on your phone.

Want to know the best? Surveys show that 62% of us would rather pour their heart out to a chatbot than wait 15 minutes for a living, breathing person to grace us with an answer. It seems that when it comes to queuing, patience is not a virtue alone, but a long-lost art. And when it comes time to solve our problems, these chatbots are no longer just a nice communication tool. They deal with users’ questions and problems after just 10 queries, and in 90% of cases, even faster. Such efficiency makes even the most experienced customer service professional gasp in amazement.

We live in a time when chatbots are becoming our usual quick question answerers, shopping assistants and, of course, listeners to our pains and difficulties. Clearly, they are here to stay. Businesses are already saving billions in customer support costs, with retail consumer spending through chatbot technology forecast to reach $ 142 billion by 2024 since the introduction of chatbot technology. If only we could teach them to understand sarcasm, we might be able to survive this era of digital change with a clear mind and a healthy set of nerves.

With the ability to provide instant help in real time, AI assistants have fundamentally changed the way we work in customer service, sales and beyond. These powerful tools use natural language processing for personalised conversations and can dramatically improve service efficiency.

Below, we will explain how chatbot technology works, its benefits, practical applications and tips for successful business implementation, helping you to leverage this AI assistant technology for both customer service and business process optimisation.

HOW TO GET YOUR OWN CHATBOT – CONTACT SKRIVANEK NOW!

Skrivanek chatbot solution – what is it, how does it work and how can it help you grow your business and make your job easier?

Chatbot training: we start with a thorough study of your brand and its tone of voice. We take the content of your website as a basis and train your chatbot, giving it both a personality and the knowledge base it needs to navigate your products and company. To further tailor the chatbot to your customer service standards, our team will ask you to send any additional materials. It is highly recommended that the materials are in PDF format or other editable documents, which will help us save time and significantly improve the performance of the chatbot by further tailoring it to your needs and services.
Design and implementation of the chatbot: next, we work on the personalisation of the chatbot, giving the virtual assistant the visual appearance, name and functionality you want. Our aim is to tailor the visual elements of the chatbot so that they resonate with your brand. In this way, we ensure a smooth implementation process on your website, providing you with all the details you need to make the chatbot work as efficiently as possible. We ensure that the virtual assistant is not just a visual tool, but also a powerful support tool, ready to proactively serve your customers.

Once successfully trained and installed on your website, the virtual assistant becomes a mediator between your company and your customers, providing them with immediate, real-time assistance right there on the website. Additionally, at ai.skrivanek.pl you will be able to access a comprehensive dashboard where you can monitor your chat history, track the leads you have collected and gather valuable information about customer interactions. This centralised platform will help you optimise your chatbot performance and improve your customer engagement strategy, answering customer questions more accurately, and making your virtual assistant an invaluable business asset.

WHAT IS NEEDED EXACTLY TO SET UP AND DEVELOP YOUR AI ASSISTANT?

Website domain name: this will be the primary source from which we will retrieve texts about your brand, industry and products, allowing us to match the tone and functionality of the chatbot to your business needs.
Additional materials to practice the conversation: if you would like to tailor the responses of the chatbot to your specific needs, we will be happy to provide materials in PDF or another editable document format. These materials will serve as a specialised knowledge base for your chatbot, ensuring that they are well versed in your offer or the specifics of your industry.

By receiving these resources, we will be able to create a chatbot that is not only technologically superior, but truly reflects your brand, helping you to attract new customers and quickly deliver high-fidelity information to existing customers.

WHAT CAN VIRTUAL ASSISTANTS DO NOWADAYS?

Artificial intelligence assistants help you answer customer questions efficiently while the customer is browsing the product on your website. This is made possible by the latest advances in natural language processing and machine learning, providing you with customer support and interaction around the clock.
Chatbots can be adapted to a wide range of business needs, from simple rule-based chatbot models to complex AI and hybrid chatbots that combine efficiency with a nuanced understanding of complex questions and problem situations.
The successful implementation of a chatbot depends on choosing a smart platform and training the right chatbot to reflect your brand, ensure data security, and allow us to continuously improve its capabilities based on user experience and feedback. And to make sure that communication with our customers improves and is as effective as possible, whatever the question.

THE ABILITY TO ANSWER CUSTOMER QUESTIONS

A chatbot set-up creates a virtual presence and presence for the company, enabling 24/7 customer response, a willingness to engage, educate and assist, a reduction in the human resources required to manually prepare responses and, most likely, an increase in the sales performance of the service or product. Imagine a chatbot that:

can guide customers through a website;
answers customer questions in real time;
helps qualify leads;
knows customer purchase history.

What is the best? Implementing chatbots requires minimal coding, significantly reducing any technical barriers and making the technology accessible to both large, small and medium-sized enterprises. Your chatbot voice will speak for your brand, becoming a key customer service tool, enhancing the customer experience and driving engagement and action.

ARTIFICIAL INTELLIGENCE ASSISTANT CONVERSATIONS

These virtual conversationalists are evolving rapidly, as AI’s ability to create dialogues by proficiently mimicking human-to-human communication has improved significantly. They are no longer just pre-prepared and pre-programmed scripts, but real virtual assistants based on new scientific advances in AI technology. As far as possible, AI can already detect your mood, adapt the way you greet someone and even remember your favourite pizza toppings based on your previous conversation history.

What is their secret? A combination of natural language processing, artificial intelligence and machine learning, which allows chatbots to not only understand text but also learn from every interaction with a human. Today’s AI chatbots are thus conceptually changing the nature of customer service, making it more efficient, personal and proactive.

HOW CHATBOT TECHNOLOGY WORKS

What will you see when you take a deeper look into AI chatbot technology? Certainly not a little robot that types incessantly, but complex algorithms and data models. These natural language processing robots can easily pick up on the intricacies of human communication – slang, misspellings and more – ensuring that they are able to understand what customers are really trying to say. It’s like having a conversation with a human who, thanks to machine learning, not only listens but also learns from every conversation. Imagine a robot that gets better with every “Hello!” – this is continuous learning, where every conversation is another opportunity to improve.

Want to know where the real magic of modern chatbots lies? Their memory. Past interactions are not just historical data; they are the key to the success of a truly personal service. Today, with technology like GPT-4 as part of our Standard Plan, these chatbots don’t only communicate, they resonate, offering communication so personalised that they seem to have known you for years. And of course, let’s not forget that these virtual geniuses are now also true language masters, holding conversations with customers around the world, and sometimes even throwing in a joke. So a chatbot -is not just about answering questions, it’s about making a real contact and connection. And who knows? Maybe next time you talk to a robot, it will surprise you with a joke that will really make you laugh!

CHATBOT APPLICATIONS

The wide range of applications highlights the versatility of chatbots, allowing them to be used in absolutely all walks of life – from banks to media, and from airlines to retail. These automated applications that respond to customer requests have become as versatile and useful as Swiss army knives. Chatbots provide a unified and continuous presence across multiple messaging applications, easily and seamlessly handling user interactions and experiences, as well as offering efficient and broad-ranging customer support. In e-commerce, chatbots have transformed the shopping experience by reducing abandoned virtual carts and accompanying customers from search to purchase with personalised recommendations and support.

But a chatbot – is not just about selling products, it’s also about health care. Chatbots have become virtual carers in health care, making appointments, finding clinics and even providing medication information, -all designed to optimise patient care and improve the healthcare experience. The ability to integrate chatbots into mobile apps and websites means they can deliver these services right where users are, making communication convenient and useful. As virtual assistants, they are reliable and friendly, connecting businesses with their customers, ensuring that every interaction is an opportunity for engagement and satisfaction.

BENEFITS OF USING CHATBOTS: IMPROVING CUSTOMER ENGAGEMENT AND OPERATIONAL EFFICIENCY

The use of chatbots offers a number of benefits, including:

24/7 customer support, regardless of staff availability;
round-the-clock service, i.e., your customers get immediate help whenever they need it, thus boosting engagement, action and satisfaction;
the scalability of chatbots allows them to handle multiple customer interactions simultaneously;
no large support staff required to deal with customer queries, thus they can reduce administrative and staff costs.

In addition to customer service, chatbots excel in:

acquiring leads by sifting through historical interactions and information to identify potential buyers and help them to engage and purchase;
improving operational efficiency by optimising processed data flows and achieving faster transactions;
and improving various aspects of the business.

By integrating the most advanced conversational interfaces, such as those using GPT-3 technology, customer engagement reaches new heights as queries are resolved instantly and communication becomes more interactive.

IMPROVED CUSTOMER EXPERIENCE

In today’s fast-paced world, people’s willingness to wait is shrinking, so customers expect instant support; this is exactly what chatbots provide, offering immediate help at any time of the day or night. This instant support, combined with the ability to personalise communications using customer data, greatly enhances the customer experience. Imagine a chatbot that greets and speaks to your customers by name, provides tailored recommendations based on their past purchases, and makes their checkout process seamless, – all contributing to a memorable experience with your brand.

Chatbots don’t just respond, they engage, turning every interaction into an opportunity to strengthen customer relationships. By guiding customers through the purchase process and simplifying data collection with friendly prompts, chatbots:

reduce the tension typically associated with online transactions;
help reduce shopping cart abandonment;
and nurture trust and brand loyalty.

The result is a relaxed, personal and genuinely satisfying customer experience.

OPTIMISED COMMUNICATION

Chatbots don’t just improve the customer experience, they also revolutionise the way businesses communicate. By automating mundane questions and collecting relevant customer information, chatbots ensure that every conversation is ongoing and always available to users. They take on the role of the first line of support, efficiently managing the evaluation of potential customers and guiding them through the first stages of the sales process. This automation not only drives operational efficiency but also allows people to focus on more complex and strategic tasks.

The ability to integrate chatbots into messaging applications offers several benefits:

fast and accurate handling of incoming communications;
driving the conversation forward without constant human supervision;
fast response to customer queries;
improved quality of interactions with chatbots providing relevant responses to user queries;
more efficient communication ecosystem.

CHATBOT SET-UP: INTEGRATION AND CUSTOMISATION

Setting up chatbots is more than simply installing a program, it also involves integrating them into the core of a brand’s digital essence. Chatbots can be integrated into a variety of channels, from websites to social media platforms such as Instagram and Facebook, ensuring a consistent experience wherever customers choose to engage. Chatbots serve as a one-stop solution that is always ready to go, automating answers to frequently asked questions and providing basic information about products and services.

But integration is only a small part of the picture before AI can do its job. Customisation is what makes a chatbot unique, reflecting your brand values in every interaction. It’s about personalising the look, refining the responses and style and ensuring that the chatbot becomes a natural extension of the customer service team. As a chatbot interacts with users, continuous monitoring and user feedback become essential to improve performance, ensuring it remains a dynamic, evolving tool that consistently meets the needs of your customers.

INTEGRATION WITH MESSAGING APPLICATIONS

Messaging applications are everywhere; for this reason, they have become a crucial touch point for businesses looking to connect with customers. Chatbots can be seamlessly integrated into platforms such as Facebook Messenger and WhatsApp, providing a direct and personal way to engage users. Chatbots on these applications perform a variety of functions, from customer service to sales and marketing, and offer fast and tailored support.

Today, one of the main advantages of chatbots being integrated into different communication channels is the ability to maintain context even when users switch between communication channels. This seamlessness is essential for customer satisfaction as it ensures that the conversation starts where it left off, without missing a thing. Today, with plans such as the Standard Plan, which includes messaging integration, setting up chat services on these channels has never been easier, allowing you to engage with your customers where they are most often.

CUSTOMISING CHATBOTS FOR YOUR BRAND

Chatbots are not just a conversation roadmap, they are a brand ambassador. Customising your chatbot ensures that it is consistent with your brand identity and only expresses what reflects you. From word choice to visual elements such as colours and images, every aspect of the chatbot can be customised to suit your brand. Customisation isn’t just about aesthetics – it’s also about creating a cohesive user experience that reflects your company’s core values and personality.

Integrating chatbots with CRM systems offers a number of benefits, including:

customisation: the chatbot can take customer insights and tailor communications accordingly, taking personalisation to a new level;
multilingual support: the most advanced chatbots can provide support in multiple languages, ensuring that your brand reaches customers around the world in an accessible and consistent way;
effective engagement: with the right training, such as that included in our Business Plan, where the virtual assistant is trained on 700 files and websites, your chatbot will become an effective tool for engaging customers and building strong, lasting relationships.

MAKING THE MOST OF CHATBOTS

Despite being powerful tools, chatbots have their limits. To realise their full potential, it is important to systematically identify and address issues such as the limitations of conversations and the functional limitations of AI. The most effective methods include selecting the right communication channels and building partnerships with chatbot solution providers which ensure that chatbots meet user expectations and your business goals. By breaking down information into smaller segments and mimicking human conversation patterns, chatbot capabilities can be greatly improved and user information overload can be avoided.

It is also crucial that the chatbot provides a backup strategy, as this keeps the dialogue flowing and users engaged when the chatbot encounters a question it cannot answer. It is about creating a seamless experience where the user feels supported throughout the interaction, – both by the chatbot and the real agent. By implementing these standard procedures, companies can overcome the inherent limitations of chatbots and maximise their impact on customer service and engagement, thus ensuring both that the chatbot works correctly and that they avoid delays in answering customers’ questions accurately more often.

CHOOSING THE RIGHT CHATBOT PLATFORM

The choice of platform can have a significant impact on the functionality and performance of your chatbot, as well as your satisfaction. A well-chosen platform will provide:

immediate, always-available support;
display of information that meets customer needs;
budget-friendly support without additional staff;
the ability to adapt to your communication strategy;
integration with existing systems.

This selection process should be approached with care and with a clear understanding of your business needs and the capabilities of potential chatbot platforms, ensuring that the chosen solution can meet your requirements.

Whether you focus on AI assistants that can simulate human conversations or on standard chatbots that handle generic questions, the platform must be robust, scalable and user-friendly. It must offer the right balance of features such as natural language processing, machine learning and CRM integration to enable your virtual assistant to perform at its best.

With the right platform, your chatbot becomes a powerful tool that improves customer interactions and drives business growth.

ENSURING DATA PRIVACY AND SECURITY

At a time when data is at a premium, the security of customer information is crucial. Malicious chatbots pose a real threat, often designed to mimic human behaviour by collecting personal data or spreading false information. As generative AI-powered chatbots are increasingly developed, they create complexities in data processing that can lead to data leakage and privacy issues. To combat these risks, it is essential that chatbot platforms use strong security measures, such as high-level encryption and the maintenance of data on secure, dedicated platforms.

Platforms such as Appy Pie Chatbot are an excellent example of chatbot security, integrating comprehensive security features to protect user data. When setting up a chatbot, consider:

the security infrastructure in place and its compliance with international legislation and standards;
how the chatbot protects customer information;
how the chatbot reinforces brand loyalty.

A secure chatbot that acts as trusted software for communication is an indispensable tool in your digital arsenal.

REAL-WORLD EXAMPLES OF CHATBOTS: SUCCESS STORIES IN DIFFERENT SECTORS

The effectiveness of chatbots is demonstrated by their widespread adoption and success in a variety of sectors, such as:

insurance companies using chatbots to quote policies and collect premiums;
government agencies offering assistance with citizenship and immigration issues;
and public service companies using chatbots to provide customer support, facilitate bill payment and offer on-demand assistance without the need to visit an office.

Chatbot software is proving to be versatile and effective in these sectors.

Appy Pie’s chatbot builder is a testament to the flexibility of chatbots, allowing businesses to create customised bots for different functions such as questions, scheduling appointments and facilitating online chats. The ability of chatbots to serve multiple industries demonstrates their adaptability and impact, from fintech customer service to retail services and weather forecasting. With major companies deploying chatbots across industries, it is clear that this technology is not a passing trend but an existing paradigm shift that is transforming the way businesses communicate.

CHATBOTS IN E-COMMERCE

In e-commerce, chatbots are making a positive difference to the customer experience, in particular, by improving satisfaction and conversion rates. Companies such as Cdiscount and Vanden Borre have seen significant improvements in customer satisfaction scores thanks to the introduction of generative AI-powered chatbots that offer a personalised and efficient service. These chatbots are able to double or even quintuple conversion rates by engaging customers in a more interactive and personalised way, as seen in the cases of Vanden Borre and Cdiscount.

It’s not just about measurement, but also about improving the shopping experience. For example, IKKS achieved an impressive 18% conversion rate for fully automated conversations, demonstrating the ability of chatbots to effectively guide customers in the right direction during the shopping experience. E-commerce chatbots are redefining retail by providing a level of customer support and engagement that was previously unattainable, turning browsers into shoppers and questions into conversions.

CHATBOTS IN HEALTH CARE

In health care, chatbots are improving patient care and administrative efficiency. They provide accessible medical care, helping patients navigate the healthcare system more easily and confidently. By simplifying the appointment scheduling process, healthcare chatbots allow patients to effortlessly review appointments, resulting in a smoother and more satisfying healthcare experience. In addition, they serve as trusted sources of medical information, answering health-related questions and providing patients with the knowledge they need to make informed decisions.

The introduction of chatbots in health care offers several benefits, including:

reduced administrative burden for healthcare providers;
ongoing support;
completion of routine tasks;
reduction of workload for medical staff to facilitate the focus on providing better care;
improved patient satisfaction;
improved operational efficiency.

Healthcare chatbots are thus not just communication tools; they are partners in delivering quality care and optimising healthcare services.

SUMMARY

Summarising this research on chatbots, it is clear that AI-led negotiators are more than a trend; they have transformative power for customer engagement and action, as well as for operational efficiency. Chatbots are introducing new changes in the way businesses communicate with customers – from the variety of apps across industries to their customisable nature and continuous availability. Whether it’s by improving the user experience, optimising communications or ensuring data security, chatbots are a testament to the power of technology to drive business growth and customer satisfaction. Adopting and integrating chatbots is not just about keeping up with the evolution of technology but also about renewing its relevance.

If you want to set up a chatbot on your website that is tailored to your business, contact us and we’ll help you. If you need further information or advice on the features of a chatbot, book an online consultation and we’ll answer your questions.

WHAT CUSTOMERS HAVE TO SAY ABOUT US:

KRKA d.d.

The employees of Skrivanek are helpful, accommodating, and have an understanding approach to the specifics of our pharmaceutical translation tasks and translations from various language combinations. Orders are executed to a high standard in accordance with the highest professional and ethical competence and according to deadlines set.

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Sandoz d.d.

We recommend Skrivanek Baltic as a reliable partner for any large scale projects requiring professional language services.

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Adidas Baltics

The employees of Skrivanek are helpful and have an understanding approach to the specifics of our translation tasks from Baltic languages. Adidas Baltic recommends other companies to use the services provided by this company.

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Virtual assistant or chatbot services