How snatchbot created a next-generation chatbot platform

Solving key industry challenges in an intelligent way can usually help to make the world a better place. Some of the biggest challenges to increase the adoption rate of chatbots in business communication include multi-channel integration, the ability of chatbots to really understand and speak human language and off course enabling ordinary folks without years of training to successfully deploy an intelligent chatbot in a short time.

It would seem that Snatchbot addressed key industry needs to facilitate a revolution in the deployment of chatbots, as discussed in the media. Let’s take a closer look at how they are doing it:

Multi-channel integration:

People want to use their preferred channel of communication. No customer wants to download a specified app for the sake of communicating with a company. If they have whatsapp, wechat or skype installed on their device, that’s what they want to be using also to connect with customer service or sales. Snatchbot integrates with most mainstream channels. When thinking of how to enable omni-channel presence, a newly deployed chatbot can kill two birds with one stone as it also upgrades the business to AI and automation.

Understanding humans better:

In every industry there is a tipping point. For chatbots, that point is when bots become more efficient than many of the humans we recruit. Let’s explain: Indeed when customer service is managed in-house by a 24/7 facility with the same culture and native language, your company may get the best results but at a very high cost. However we are now seeing chatbots that understand humans better than many outsourced call center services that are located abroad – effectively making this obsolete. Thanks to a deep-learning algorithm, the bot you deploy today, will evolve as customer data increases.

Enabling ordinary people to deploy extraordinary chatbots:

There is no more re-inventing the wheel – it’s done! Think back about the boom in app availability. What enabled this to happen so swiftly? It was mainly the fact that several app development platforms made it possible for people with very little development experience to deploy apps. It is a bit like Drupal and WordPress: it enabled CMS deployment around the world by people with no technical experience. Well now this is happening with chatbots since Snatchbot created a popular platform, with a marketplace where industry-specific chatbots can be accessed and altered to suit your specific needs. In a few clicks, you can now have a bot that already understands natural language, capable of delivering a sophisticated response and continuing to learn from customer data and interaction.

More about Snatchbot:

It was founded by two Israeli brothers, Avi Ben Ezra and Henri Ben Ezra who have several years of industry experience in telecoms. They saw the disruptive trend of AI coming to multiple channels of business communications and opted to develop an industry leading solution aimed at improving the ability of chatbots, together with the ability of humans to set up, deploy and manage the entire process. The extent to which Snatcbot succeeded in a short time was remarkable, with big brands including Uber, Allianz and Vodafone were onboarded as customers. Hundreds of thousands of bots were deployed by participants with access to high volumes of customer data, which means that Snatchbot engaged in multi-sector deep customer-learning in travel, banking, finance and generic customer service.

Where is this all heading next?

Businesses care about results. As industry participation grows, more cases are reported of major business metrics that improve with chatbot deployment. These metrics include acquisition rates, customer retention rates, conversion rates, customer satisfaction – and off course, profitability and cost reduction.

As the industry matures, it is the leading providers like Snatchbot that will be better positioned to predict how different business types can see improvement, thanks to it’s understanding of an evolving trend and it’s deep involvement across multiple sectors with more than 30 million end-users already contributing to the data pile.

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Conclusion:

Chatbot solutions are growing around the world and many are platform based. Leading examples include Snatchbot, Chatfuel, Botsify, FlowXO, Beep Boop, Chatty People and Chatter On. When choosing a solution, you want something that can bring maximum benefit and scale at the right speed. Clearly, a platform that benefits from multi-sector learning will evolve quicker than a niche-specific solution. Being part of this revolution is key to surviving and thriving through change.

Melissa Thompson writes about a wide range of topics, revealing interesting things we didn’t know before. She is a freelance USA Today producer, and a Technorati contributor.