Chatbots are transforming the way businesses communicate with their consumers. From basic stock-response chatbots to complex AI-powered virtual assistants, they have practically revolutionized the panorama of customer care, sales, and promotion. And, as technology advances, it is only natural for chatbots to become increasingly sophisticated and valuable to businesses.
Nevertheless, chatbots must be clever enough to relate with users and reply appropriately to improve customer satisfaction. This applies to every organization regardless of the sector they are operating in. The best way to achieve that is to set up small talks.
Small Talk is an informal discussion initiated by chatbots to interact with end-users. It encourages customers to communicate with the bot, which benefits in establishing the bot and improving its memory scores. These discussions have a big effect on the bots as well as in attracting the clients to connect with the chatbot frequently, increasing customer satisfaction.
ServiceNow Virtual Agent comes with interesting abilities that sets it apart from the rest.
Rule based chatbots vs conversational chatbots
Small Talks: The foundation of value-added interactions
Virtual agent’s small talk feature
Categorize small talks effortlessly
Rule-based chatbots, also known as Menu chatbots simply respond to a query in a pragmatic manner and lack the interactive aspect. However, with the humanization of chatbots, all of this is shifting
According to industry trends, Conversational Chatbots or Virtual Assistants are exceeding conventional rule-based chatbots because they resemble human-like dialogues and give you the experience of a meaningful discussion.
ServiceNow Virtual Agent is exceptionally good at this when coupled with ‘Small Talks.’
Only when there are personalized components in the dialogue do the conversations become more powerful and productive. With Virtual Agent, small talks can be built as a sequence of communication arrows between the Bot and the user.
With small talks enabled, bots respond to common queries such as “What is your name?”, “How old are you?”, and other questions. This develops a bond between the bot and the end-user, which can greatly aid in improved bot adoption, indirectly impacting the client retention rate.
Virtual Agent’s Small Talks allows users to develop and deploy conversational chatbot interactions through natural language processing technology. The platform also includes pre-defined conversation flows, customizations, integrations, and analytics to provide a personalized experience for users. Additionally, businesses can easily customize conversations with optional plugins to provide more context or add functionality to their chatbot.
ServiceNow Virtual Agent provides a simple interface for setting up informal conversations. It enables users to create bots using NoCodeLowCode. You only need to define tasks for the bot to do each activity!
With ServiceNow Virtual Agent, Small Talk is a Bot level activity that can be modified to meet the demands of your Bot. The Small Talk of group pleasantries is created automatically when a user establishes a new Bot.
Virtual Agent’s Small Talk user inquiries can be divided into categories and allocated as pyramid relationships. Once the Small Talk has been modified, it can be conditioned in order for the Bot to comprehend it through training.
It supports a variety of Small Talks, which are classified based on the context they are used in. For example, ‘Setting Up’ Small Talks help the customer to get familiar with the automated bots by providing easy access to features such as password reset, order tracking, and account settings etc. ‘Greeting’ Small Talks welcome the customer to the platform and enhance their experience by providing helpful information about new services or updates upon first login. Additionally, ‘Troubleshooting’ Small Talks assist customers in resolving common technical issues by providing answers directly from the knowledgebase.
We strive to deliver timely solutions with utmost professionalism each and every time, allowing you to maximize the potential benefits offered by ServiceNow’s “Virtual Agent capabilities, especially Small Talks.
As part of our commitment to providing exceptional service, AVASOFT provides round-the-clock support and maintenance for your Virtual Agent implementations. So, you can rest assured that there is always an experienced professional on hand for any issues that may arise with your implementation or usage of ‘Small Talks’ functionality.
Small Talks can effortlessly be integrated into your Virtual Agent chatbot development model, ensuring a hassle-free workflow!
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