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How to get chatbots to actually boost conversion rates

(TECH NEWS) Understanding your customers’ expectations and beliefs about chatbots can help boost your business AND save you time.

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Chatbots can save you time and money with the right set up, but first you have to get your customer on board with this relatively recent channel of customer support. A 2017 study conducted by Audience, Drift, myclever, SalesForce, and SurveyMonkey assessed consumer perception of chatbots.

Of the 1,051 adults aged 18-64 who participated in the study, only 15 percent had previously used a chatbot. So the results are a bit limited, but provide insight into how to draw in those who are inexperienced or unfamiliar with chatbots.

If you want to have a successful chatbot, aim for the lowest denominator of familiarity to ensure the overall experience is not frustrating. The goal is to reduce other forms of communication, like calls and emails to save your company time.

About two-thirds of respondents said they would value the 24-hour availability of a chatbot. Receiving assistance at any given time is a huge plus.

When you break that response into Millennials versus Baby Boomers, 66 percent of the younger generation like the round-the-clock availability while 58 percent of Boomers valued 24-hour service.

Over sixty percent of Baby Boomers see instant responses to simple questions as chatbots primary benefit. However, they have slightly less confidence than Millennials that chatbots will be friendly an approachable.

Overall, way less than half of those surveyed had faith in a chatbot’s ability to answer complex questions, or provide detailed, expert responses. There seems to be a general understanding that while chatbots offer help for easy questions, they’re not a catch-all for every use-case or advanced scenarios.

In fact, 43 percent stated they would prefer contacting a human for assistance, and a third cited fears that the chatbot would make a mistake.

Chatbots available 24/7 that aren’t able to sufficiently answer customer’s questions can lead to frustration by the time they end up speaking to an actual person if incorrect info is provided.

Not naming names, but I’ve personally experienced the nightmare of asking a chatbot a question only for it to repeatedly provide irrelevant solutions and ask, “did we get that right?” all the while continuing to not answer my question.

I understand a chatbot won’t always have the answers, but it’s still an aggravating experience to deal with a product that doesn’t seem to work in you or the company’s favor.

Other potential barriers to embracing chatbot use included respondents preferring to “use a normal website,” or if they couldn’t interact with the bot in a friendly manner. Some also reported they would not use a chatbot if it was accessible only through Facebook.

Brave souls reporting “nothing would stop me from using a chatbot” only made up 15 percent of respondents.

When setting up your chatbot, make sure you include as many potential questions and answers as possible.

However, there should also be a clear channel to communicate with a real person should the bot provide unsatisfactory or limited help.

Brokerages are using chatbots on their sites already and annoying users, converting nothing. Heed the advice above, understand your consumer and the limitations of chatbots, and your conversion rates are set up for success.

There are plenty of services out there to help you get started with setting up a chatbot, and some even offer free trial periods. Customers may not be totally sold on chatbots over real people, but if you set yours up in a user-friendly way, you could boost your support levels and customer satisfaction, thereby improving conversion rates.

Lindsay is an editor for The American Genius with a Communication Studies degree and English minor from Southwestern University. Lindsay is interested in social interactions across and through various media, particularly television, and will gladly hyper-analyze cartoons and comics with anyone, cats included.

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Real Estate Technology

Camera that spins, zooms on its own – perfect for remote working

(TECHNOLOGY) Video conferencing tool, Meeting Owl Pro, helps bridge the communication gap in remote teams with a camera that spins and zooms on who is speaking

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As someone who has spent the bulk of their career in a remote setting, I’ve definitely noticed some elements of communication that differ from an on-site job. Rather than being able to pop into your boss or coworker’s offices, you have to shoot them an email or try and catch them on their phone.

Enter the COVID-19 times…

Remote work can get even more complicated when the whole team is remote and you’re attempting to get everyone on the same page. Or, think about when you’re working remote and you have to video conference into a meeting with people who are on site. Even with video conference chatting, there can still be some kinks in trying to follow the voices and stay on top of who’s speaking.

Luckily, Owl Labs took this issue into consideration and whipped up Meeting Owl Pro and Meeting Owl First-Gen, which are the only 360° camera, mic, speaker smart devices on the market today. This is ideal for teams who have both an on-site and remote team collaborating together (or will again soon).

The Owl sits in the middle of the on-site table and moves in a complete 360° manner that picks up who is speaking and moves the camera to focus on them. That way, the people who are calling in remotely can clearly see who is speaking and follow the meeting as if they’re actually in the room.

Both versions of Meeting Owl are compatible with the big video conferencing platforms, such as: Zoom, Google, Skype, etc. They operate as plug and play devices that connect to Wi-Fi, which allows for automatic updates.

According to the tech team, the specifications of the Meeting Owl Pro 360° smart camera has an enhanced Owl Intelligence System™, 2X sharper camera with 1080p resolution and 2X louder 360° in-room speaker. With the Meeting Owl Pro, customers can expect their meeting spaces to become increasingly intelligent over time with new smart integrations and capabilities, the first of those features being a new Smart Zooming functionality that identifies, locates, and magnifies the person speaking.

This will help to bridge common communication barriers that are felt between on-site collaboration with remote teams. Additionally, it will help with team-building as everyone will have more of an opportunity to spend face-to-face time with their coworkers who work remote from them.

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Real Estate Technology

AI being used to better understand the COVID-19 pandemic

(REAL ESTATE TECHNOLOGY) The intersection of the coronavirus and AI is here and it’s trying to making the world a better place. AI can read and collect data faster than humans.

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AI and the coronavirus

As the world scrambles to figure out the best way to prevent the spread of the Coronavirus and halt the ongoing pandemic, researchers are searching for a cure. In order to do so, it is beneficial to track patterns in the virus’s behavior.

Since the virus’s initial spread in December, thousands of papers have been written about the Coronavirus, or COVID-19. It would take weeks, if not months, for a person to collate all that information into some valuable data. This is where AI comes in to help.

Earlier this week the White House announced that they were working in collaboration with tech companies and members of academia to provide the huge amount of Coronavirus research to AI researchers and their algorithms.

The AI will be able to comb through all of the research we have to-date and search for patterns that could help those in the research field to find a cure and those in the medical field to better treat their patients. According to Wired, companies and institutions such as the National Library of Medicine, Microsoft Research, and the Allen Institute for AI (AI2) are currently working to gather and prepare the nearly 30,000 papers related to the virus so they can be processed by AI.

Hopefully, the AI’s algorithms are able to see something we cannot. It could find new connections that researchers have not been able to make and speed up the process.

The CEO of AI2, Oren Etzioni, is hopeful that this project will show people the brighter side of AI. “High tech, in general, has gotten a bad rap, but something like this crisis shows how AI can potentially do a world of good.”

There is no question that AI can help us find some answers as we face this pandemic. Whether or not this can all be arranged quickly enough to actually help mitigate the current crisis is the question. Some are wondering if U.S. resources would be put to better use by helping to address the shortage of Coronavirus test kits.

Experts are imploring people to think of the big picture. The issue of open access to medical and scientific research has been a topic of conversation among researchers for years. The pandemic has only highlighted the need. Now governments across the globe are calling on scientific publishers to open access for research on the Coronavirus so we can all work together in this time of global crisis.

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Real Estate Technology

How telecom, power companies are helping customers during COVID-19 outbreak

(REAL ESTATE TECHNOLOGY) Telecom and power companies have also tried to help their customers, while the Coronavirus makes its rounds, by extending service.

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telecom helps customers

According to Fox News, Mark Cuban, owner of the Dallas Mavericks, promised to take care of the employees at the American Airline Center during the NBA shutdown. The employees would be paid as if the games were still taking place. Many of the other leagues have made the same promise. Unfortunately, not every employee works for a business with those types of provisions.

Thankfully, many organizations are responding to the COVID-19 pandemic with special accommodations to help residential and commercial customers deal with financial issues and staying home to prevent the spread of the virus.

Companies helping out customers

Comcast is offering 60 days of free basic internet service to new customers. It’s also not disconnecting or charging late fees. Current customers are also being provided with unlimited data. AT&T is offering the same types of things for its users, unlimited data and suspending terminations, as is T-Mobile.

Closer to home, the City of Austin has decided not to disconnect customers’ services for non-payment. Evictions are also halted. Austin Energy is reconnecting users who were recently disconnected for non-payment. The company is working with customers to help them get on track with their electric bills.

Customers without power do need to reach out to Austin Energy for a courtesy reconnect, because the bill cannot be restarted without speaking to the customer. The Public Utility Commission has asked all Texas power companies to work with customers during these uncertain times. TXU Energy has also waived late fees and is extending payment due dates.

Contact your utility providers

If your finances are being affected due to COVID-19, talk to your landlord and other providers now to work out a plan going forward. You’ll have less stress when you know you won’t lose your power, water or home. Companies are willing to work with families who have been impacted by the pandemic.

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