Chatbots for social networks are divided into two types: those based on rules and those powered by artificial intelligence.
Rule-based ones
These are chatbots configured to answer questions based on decision trees and. A script with responses previously developed by the company. They use long tail and keywords for recognition.
AI-based ones:
Chatbot software powered by Conversational Artificial Intelligence technology is based on two systems. Natural Language Processing (NLP) and Natural Language Understanding (NLU) in order to generate fluid and realistic conversations.
These types of AI-based chatbots are able to understand specific database by industry a customer’s intent. Remember previous interactions, and improve their way of interacting over time. This type of chatbot is best suited for any business that wants to provide top-notch customer service on their social media channels.
10 best chatbots for social media
#1 Watson Assistant
The software developed by the technological giant IBM, Watson Assistant, is based on AI and allows for very natural, coherent, precise and fast conversations, since it has the capacity to adapt and learn as it receives information from customers. For this reason, on its website, Watson Assistant is distinguished as more of a chatbot than a virtual assistant.
Among its most notable functions we tell you that
- Its interface is intuitive and is based on “drag and drop”.
- It is customizable in favor of the brand tone.
- It is able to locate information in records and in the database and provide recommendations.
- Identify the right moment to redirect the conversation to human agents.
- It allows you to integrate various communication channels: websites, WordPress, mobile apps, social networks, instant messaging, SMS, Slack, etc.
#2 Genesys DX
Another great social media chatbot option is Genesys DX, which also relies on the technological principles of conversational AI to interpret full language, access the context of a conversation, and provide customers with answers naturally through an intuitive, easy-to-use interface.
Its most notable functions are:
- Omnichannel platform: your chatbots can be customized for all of the company’s communication channels.
- Includes administration tools: which allows the supervision team to monitor in order to improve the efficiency of the chatbot.
- Base your interactions on context thanks to integration, field validation and connection with back-end systems based on customer experiences.
- It enables the purchase of products or acquisition of services: the approach of its chatbot maintains consistent conversations with customers, guiding them through the sales funnel until completion.
- It has a built-in feature called Intent Miner that uses AI to automatically display the intentions of real conversations and digital interactions, to help bot developers improve bot accuracy.
#3 HibotChat
This multi-channel software allows you to integrate conversations from WhatsApp and other popular social networks such as Facebook and Instagram. We included it on the list of the best chatbots for social networks because, in addition to having the capacity to handle large volumes of messages and queries per day from various media outlets, it includes top features such as the following:
- It has a request balancing system to distribute queries among available support agents.
- Provides real-time metrics and reporting modules to analyze team performance.
- Omnichannel: allows you to connect all agents to a single support line with social networks and web platforms such as WhatsApp, Facebook, Instagram, Telegram, Apple Business Chat, Mercado Libre and Web Chat.
- It has a mobile application with no additional costs.
- Hibot automatically distributes how to avoid spam filters in email marketing conversations coming from different social networks to the relevant department and assigns service agents equally.
- Your social media chatbot includes the option of automatically sending messages.
- Hibot’s chatbots are responsible for providing a welcome message, collecting customer data, and answering frequently asked questions.
#4 Whaticket Multi-agent CRM with Chatbot
The best option to achieve maximum performance from your business in terms of segmentation, organization and customer acquisition is Whaticket. It is a software specialized in customer service via WhatsApp and although its chatbot is not its main function, it does its job very well.
On the one hand, you can configure your response tree based on the queries that are most frequently asked by your customers and offer automatic attention. But, in addition, it has been enhanced by giving it the ability to distribute the number of messages you receive per day among the number of sales agents available. All this taking into account which of your salespeople are online and which are offline. Likewise, it will take into account the chats that arrive on all your channels (Facebook Messenger, Instagram Direct and WhatsApp).
Among the functions of Whaticket’s social media chatbot we have:
- Allows you to configure dynamic menus and submenus.
- You don’t need to know code to set it up.
- It allows you to include multimedia files, emojis, videos, images to generate more empathy and trust.
- Capture messages in a single inbox centrally from various social networks of your company such as Facebook Messenger, Instagram DM, Telegram, WhatsApp, etc.
It also has other interesting features such as a database, multi-agent system, departmental organization, metrics, control panel, unified message inbox and more.
5. Aivot
It is a CRM platform that integrates an AI-powered japan data chatbot with great capacity to interpret the intention behind each customer query, whether through text or voice.
In addition to automating customer service through automatic responses like any chatbot, Aivot includes top features such as:
- It allows you to configure the flow of conversations manually or from an Excel without the need for programming or code knowledge.
- It includes regionalisms, common language and even mistakes.
- It is able to start conversations to send information of interest (reminders, payment updates, etc.).
- Redirects chat to a human support agent for more complex queries.
6. MobileMonkey
MobileMonkey is a chatbot platform focused on attracting leads from social networks like Facebook, Instagram, SMS, web chat, etc.
In terms of AI and NLP, this is a basic keyword recognition chatbot that can analyze messages and group them based on keywords. However, it does not have the ability to group messages based on intent or synonyms.