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That's the magic of chatbots — software designed to simulate human interaction, whether you're typing or talking. As AI continues to advance, chatbots are increasingly becoming integral to both customer experiences and business operations. <br><br>Our research reveals that <a href=\"/ap/resources/research-reports/state-of-the-connected-customer/\" target=\"_self\"><ins>58% of customers</ins></a> now use chatbots for simple customer service tasks — up from 43% in 2020. 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This helps deflect cases, reduce <a href=\"https://www.salesforce.com/blog/call-center-burnout/\" target=\"_self\"><ins>agent burnout</ins></a>, streamline processes, and improve <a href=\"https://www.salesforce.com/blog/4-customer-service-metrics-you-should-measure/\" target=\"_self\"><ins>customer service metrics</ins></a> such as <a href=\"/ap/service/customer-service-incident-management/customer-satisfaction-score/\" target=\"_self\"><ins>customer satisfaction score</ins></a> (CSAT).</p>\n","anchor_id":"used-for","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1715865046023_17zi","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Types of chatbots","headline_size":"h2","description":"<p>Chatbots come in different varieties, depending on their purpose and complexity. Here's a look at the most common types:</p>\n<ul>\n<li><strong>Rules-based chatbots</strong> follow predefined rules to respond to common issues. They're ideal for answering FAQs or performing basic tasks. Example: a chatbot that helps you find store hours or basic product information.</li>\n<li><strong>AI-powered chatbots </strong>use AI to understand and respond to more complex queries. They leverage customer data and learn from interactions over time, enhancing their ability to handle diverse conversations. For example, virtual assistants like Siri or Alexa. (We'll dive deeper into AI-powered chatbots later in this article.)</li>\n<li><strong>Hybrid chatbots</strong> combine rules-based and AI-powered approaches. They handle straightforward tasks with rules and use AI for more complex interactions. Example: customer service bots that escalate complicated issues to human agents.</li>\n<li><strong>Voice-activated chatbots</strong> respond to spoken commands using voice recognition technology. They're commonly found in smart devices. For example, the Siri bot used in Apple-brand smartphones.</li>\n<li><strong>Contextual chatbots</strong> use machine learning (ML) and natural language processing (NLP) to understand the context of a conversation. They remember your past interactions to provide more accurate responses. Example: ecommerce bots that suggest products based on previous purchases.</li>\n</ul>\n","anchor_id":"types","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1715865046228_12x","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"What are the benefits of chatbots?","headline_size":"h2","description":"<p>Businesses of all sizes use chatbots to boost agent productivity and efficiency. Key advantages of using chatbots:</p>\n<ul>\n<li><strong>Always available:</strong> Chatbots are on-call 24/7, so customers can get help anytime, day or night, whenever is convenient for them. This means no waiting for office hours to get questions answered.</li>\n<li><strong>Improved productivity:</strong> With a chatbot, you can optimise an agent's time for more complex issues and higher value interactions by reducing the volume of customer requests. And when a customer needs to transfer from chatbot to human, the bot can collect and analyse important case information to route it to the right agent.</li>\n<li><strong>Fast responses:</strong> Chatbots give instant answers, cutting down on wait times and improving efficiency. In today's fast-paced world, customers appreciate quick and accurate responses.</li>\n<li><strong>Personalised service:</strong> Advanced AI chatbots leverage past interactions, purchase history, and marketing and web engagement data to tailor each conversation, making interactions feel more personal. This enhanced personalisation helps build stronger relationships with customers.</li>\n<li><strong>Scale:</strong> A chatbot can talk to multiple people at once, making it easy to handle busy times without dropping the ball. This is great for peak hours and seasons when lots of customers need help.</li>\n<li><strong>Consistent answers:</strong> Chatbots provide the same information to everyone, ensuring all customers get the same level of support. This consistency helps maintain high service standards.</li>\n<li><strong>Data collection:</strong> A chatbot can gather information from customer interactions, offering insights into customer behaviour and common issues. This data is valuable for improving products and services and identifying contact reasons to automate.</li>\n</ul>\n","anchor_id":"benefits","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1715864372625_jsg","name":"sf/promotion","attributes":{"blade_layout":"full_height","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Discover How AI is Transforming the Future of Customer Service","description":"<p>High-performing service organisations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.</p>\n","image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?w=1024","alt":"State of Service Report","title":"2024/05/sos-webpromo-1024x1024-1.png","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=768,768","width":768,"height":768}],"width":1024,"height":1024,"image_alignment":"right"},"link_1":{"variant":"primary","label":"Get the free report","source":"standard-link","url":"/ap/resources/research-reports/state-of-service/"},"blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1715865046672_1e0v","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"How do chatbots work?","headline_size":"h2","description":"<p>Chatbots operate in one of two ways: through<strong> </strong>simple rules or more advanced AI, managing interactions through structured dialogues designed to accomplish specific communication tasks.</p>\n<p><strong>Rules-based chatbots</strong> function by identifying key words or phrases from user queries and matching these to predefined responses. For example, if you ask a rules-based chatbot, \"What are your store hours?\", it detects the keyword \"hours\" and retrieves information about operating times. These chatbots engage in a basic form of dialogue, following a linear script where the conversation flows strictly according to predefined rules. This method can be limited, as it struggles with variations in how questions are phrased.</p>\n<p><strong>AI-powered chatbots</strong> use NLP and ML to go beyond simple keyword recognition and can understand the underlying intent behind a user's message. This allows them to engage in more complex dialogues that are personalised and adapt based on the context of the interaction and previous exchanges. These chatbots learn and evolve from each interaction, enhancing their ability to conduct seamless, end-to-end conversations that closely mimic human interaction. This makes them sophisticated virtual assistants, capable of managing detailed and nuanced dialogues with users.</p>\n","anchor_id":"how-they-work","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1715865046940_ja0","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Al and chatbots","headline_size":"h2","description":"<p>Chatbots have come a long way from their humble beginnings as basic script-based programs. Today, <a href=\"/ap/service/what-is-an-ai-chatbot/\" target=\"_self\">AI-powered chatbots</a> can understand and process human language with remarkable accuracy. These advanced chatbots are no longer limited by an inability to understand context or the subtleties of human conversation. They're more engaging and effective at meeting the needs of today's digital customers.</p>\n","anchor_id":"AI-chatbots","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1715865047165_feb","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"What is an Al chatbot?","headline_size":"h3","description":"<p>AI chatbots are a big step up from <a href=\"https://www.salesforce.com/service/customer-service-chatbot/chatbot-vs-conversational-ai/\" target=\"_self\"><ins>traditional chatbots</ins></a>. They use advanced technologies such as NLP and ML to understand and respond to user inputs in a more human-like manner. AI chatbots can understand and interpret the context and intent behind customer queries, which allows for more dynamic and conversational interactions. They can also learn from experience.</p>\n<p>AI chatbots can maintain conversational context and adapt their responses to the user's needs. They're great for customer service settings, where it's important to understand and respond appropriately to a customer's mood and needs.</p>\n<p>Chatbot systems have become much more sophisticated, thanks to significant advances in <a href=\"/ap/service/ai/customer-service-ai/\" target=\"_self\"><ins>customer service AI</ins></a>. In fact, <a href=\"https://www.salesforce.com/resources/articles/state-of-service-inside-customer-service-trends/\" target=\"_self\"><ins>83% of service leaders</ins></a> expect to increase investment in AI over the next year.</p>\n<p>AI chatbots are programmed to have conversations using <a href=\"https://trailhead.salesforce.com/content/learn/modules/natural-language-processing-basics\" target=\"_self\"><ins>natural language processing</ins></a> or natural language understanding (NLU). This helps the chatbot better understand the nuances of human speech and talk-to-text. These technologies also make it possible to get at the intent behind what is being said and to respond more intelligently and authentically.</p>\n<p>With <a href=\"https://www.salesforce.com/blog/three-ways-service-impact-generative-ai/\" target=\"_self\"><ins>generative AI</ins></a>, the chatbot can interpret the context as it is written, which enables it to operate more or less on its own. In other words, AI chatbot software can understand language outside of pre-programmed rules and rigid dialogues and provide a response based on existing data. This allows visitors to lead the conversation and have the bot follow.</p>\n<p>By harnessing enormous amounts of data and low-cost processing power, AI and machine learning help dramatically boost the chatbots' comprehension and decision-making.</p>\n<p>When chatbots connect to technologies such as NLU, they can:</p>\n<ul>\n<li>Keep up with the context of the conversation to ensure a smooth and coherent interaction.</li>\n<li>Manage unique dialogue and adapt responses based on the specific needs and styles of each conversation.</li>\n<li>Adjust the behaviour of your virtual agent as the conversation evolves, tailoring it to the customer’s needs.</li>\n<li>Take decisive actions to solve customer issues, improve self-service capabilities, and help prevent cases from reaching agents.</li>\n</ul>\n<p>An AI-powered bot can also be trained to learn from any customer interaction. Yes, that's right — they're programmed to get better.</p>\n<p>For example, such systems can be trained to recognise customer frustration and escalate problems to the company's support centre. No wonder <a href=\"https://www.salesforce.com/news/stories/generative-ai-research/\" target=\"_self\"><ins>84% of IT leaders</ins></a> believe AI will help their organisations better serve customers.</p>\n<p>Of course, a chatbot doesn't need AI-powered features to be a useful support channel. The advantage is, however, that the more the customer interacts with the bot, the better its recognition system becomes at coming up with the appropriate response.</p>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1715865287853_1685","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Al-powered chatbots are important customer experience tools","headline_size":"h3","description":"<p>AI-powered chatbots are a powerful way to enhance the customer experience. Whether you're working in a <a href=\"/ap/service/contact-center/contact-center-vs-call-center/\" target=\"_self\"><ins>call centre or a contact centre</ins></a>, our <a href=\"/ap/resources/research-reports/state-of-the-connected-customer/\" target=\"_self\"><ins>State of the Connected Customer report</ins> </a>shows that customers increasingly expect quick, personalised, and efficient service — and AI chatbots can help deliver on all those fronts by:</p>\n<ul>\n<li><strong>Reducing customer wait time:</strong> Chatbots answer common questions instantly, eliminating the need for customers to wait for an email or phone response. This helps meet the expectations of the 80% of customers who believe that the experience a company provides is just as important as its products and services.</li>\n<li><strong>Resolving support cases quickly:</strong> Chatbots handle straightforward enquiries, helping customers resolve issues on their own and freeing up human agents to focus on more complex cases. This efficiency is appreciated by the 47% of customers who are willing to pay extra for better customer service.</li>\n<li><strong>Providing relevant and accurate resources:</strong> Chatbots greet customers with personalised messages and direct them to useful information efficiently, which improves overall satisfaction.</li>\n</ul>\n","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1728938741044_2rj","name":"sf/promotion","attributes":{"blade_layout":"float_image","audience_segment":["customer","prospect"],"experiment_type":"content","headline":"Join the Serviceblazer Community on Slack","image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?w=1024","alt":"Join the Serviceblazer Community on Slack","title":"2024/09/ServiceblazerSlack.jpg","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?resize=300,169","width":300,"height":169},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?resize=768,432","width":768,"height":432},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?resize=1024,576","width":1024,"height":576}],"width":1024,"height":576},"link_1":{"variant":"primary","label":"Sign up for free","source":"standard-link","url":"https://join.slack.com/t/serviceblazer/shared_invite/zt-2l7rqms0k-aNCMcpLWeDtl28ZIbGwhhQ?_ga=2.110781253.1107903344.1725887152-1686849959.1725887152","target":"_blank"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721663397372_xjy","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"experiment_type":"content","headline":"How to create a chatbot","headline_size":"h2","description":"<p><a href=\"/ap/resources/research-reports/state-of-the-connected-customer/\" target=\"_self\"><ins>Seventy-two percent</ins></a> of customers won't reuse a company's chatbot after just one negative experience, so it's important to get it right. The good news: <a href=\"/ap/service/customer-service-chatbot/how-to-create/\" target=\"_self\"><ins>creating a chatbot</ins> </a>is simpler than you might think. Here's how to get started:</p>\n<ol>\n<li><strong>Define your chatbot's purpose:</strong> What do you want your chatbot to do? Will it answer customer service questions, help with online shopping, or provide tech support? Example: A <a href=\"/ap//service/customer-service-chatbot/\" target=\"_self\"><ins>customer service chatbot</ins></a> that answers FAQs about shipping and returns.</li>\n<li><strong>Develop knowledge articles:</strong> Build a knowledge base that your bot can draw from by writing detailed articles covering a wide range of topics. This will ensure that your bot can provide comprehensive and accurate information to customers in response to their queries.</li>\n<li><strong>Choose your channels:</strong> Choose the communication channels you want to integrate with your bot, like chat or messaging platforms. This selection should align with where your customers are most active and where they're most likely to seek assistance.</li>\n<li><strong>Choose a platform:</strong> Popular options include tools that offer user-friendly interfaces requiring little to no coding. Example: Using a chatbot builder to create a bot for your website.</li>\n<li><strong>Design your chatbot's workflow:</strong> Plan out the conversational paths. Example: If a user asks about store hours, the bot provides the hours; if they ask about product availability, it guides them to cheque online stock.</li>\n<li><strong>Add NLP:</strong> Most chatbot platforms offer built-in NLP capabilities. You can usually find this feature in settings or during the bot creation process. Enable NLP and train the AI with common phrases your users might use. For example: \"What time do you close?\" along with the correct response. The NLP tool will learn to recognise and respond to these variations automatically.</li>\n<li><strong>Test your chatbot:</strong> Before going live, test your chatbot to make sure it handles all expected interactions smoothly. Example: Simulating customer queries and ensuring the bot provides correct and helpful responses.</li>\n<li><strong>Deploy and monitor:</strong> Once satisfied, deploy your chatbot on your chosen platform. Monitor its performance and adjust as needed.</li>\n</ol>\n","anchor_id":"create","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721663442799_c6q","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"experiment_type":"content","headline":"The future of chatbots","headline_size":"h2","description":"<p>AI is making communication between humans and machines more natural and organic. Chatbots are becoming better at handling complex interactions, which can lead to more satisfying user experiences and greater efficiency in handling customer enquiries. With <a href=\"https://www.salesforce.com/service/what-is-autonomous-customer-service/\" target=\"_self\"><ins>autonomous customer service</ins></a> on the rise, <a href=\"/ap/agentforce/what-are-ai-agents/\" target=\"_self\"><ins>AI agents</ins></a> could anticipate customer needs and provide proactive solutions, reducing the need for customers to reach out for support. Here's a look at more emerging trends and potential impacts:</p>\n<ul>\n<li><strong>AI and machine learning:</strong> Chatbots will use more advanced AI and machine learning to offer more accurate and personalised responses.</li>\n<li><strong>Integration with emerging technologies:</strong> Chatbots will increasingly integrate with technologies such as augmented reality (AR) and the Internet of Things (IoT), allowing for more interactive and connected experiences.</li>\n<li><strong>Contextual understanding:</strong> Future chatbots will maintain coherent conversations over multiple interactions and grasp the nuances of human language.</li>\n<li><strong>Emotional intelligence:</strong> Chatbots will develop emotional intelligence, allowing them to detect and respond with empathy.</li>\n<li><strong>Enhanced data utilization:</strong> With improved data analysis capabilities, chatbots will help influence business decisions, improve operations, and improve customer service strategies.</li>\n</ul>\n","anchor_id":"future","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721663472322_ldl","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"experiment_type":"content","headline":"How to choose the best customer service chatbot software","headline_size":"h2","description":"<p>When picking the right <a href=\"/ap/service/customer-service-chatbot/\" target=\"_self\"><ins>customer service chatbot software</ins></a>, look for these important features:</p>\n<ul>\n<li><strong>Integration with CRM:</strong> Make sure the chatbot can easily connect with your <a href=\"/ap/crm/what-is-crm/\" target=\"_self\"><ins>customer relationship management (CRM)</ins></a> system. This way, all customer details are recorded across every line of business, and you get a complete view of each customer.</li>\n<li><strong>AI intelligence:</strong> Choose a chatbot that uses AI to understand and respond to customer questions naturally. This includes understanding the intent and context and providing accurate, helpful responses.</li>\n<li><strong>Multichannel support:</strong> The chatbot should work on various platforms (including your website, mobile apps, and SMS) and social media channels (like Facebook Messenger). This ensures your customers can reach you wherever they prefer to interact.</li>\n<li><strong>Language options:</strong> If you have a global customer base, pick a chatbot that supports multiple languages.</li>\n<li><strong>Customisable templates:</strong> Look for a chatbot platform that offers templates you can easily customise. This allows you to quickly set up a chatbot that fits your specific needs.</li>\n</ul>\n","anchor_id":"how-to-choose","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721663494904_2th","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"experiment_type":"content","headline":"What's next for chatbots?","headline_size":"h2","description":"<p>Chatbots are becoming more sophisticated, which means they can play an even bigger role in enhancing customer service and streamlining business operations. Embracing these advancements now will help businesses prepare for the future of AI, which will offer even more opportunities to improve efficiency and customer experience.</p>\n","anchor_id":"whats-next","blade_background_type":{"blade_background_color":"255, 255, 255","kind":"standard_background"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1715865321654_9ac","name":"sf/promotion","attributes":{"blade_layout":"full_height","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":false,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Power your customer service with generative AI","description":"<p>You can scale your customer service with the power of generative AI, paired with your customer data and CRM. See how this technology improves efficiency in the contact centre and increases customer loyalty.</p>\n","image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?w=1024","alt":"Astro standing in front of a Service console showing chatbot workflows.","title":"2024/05/promotion-form-service-gpt-1.png","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?resize=300,199","width":300,"height":199},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?resize=768,509","width":768,"height":509},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?resize=1024,678","width":1024,"height":678}],"width":1024,"height":678,"image_background_circle_color":"brand_pink_95"},"link_1":{"variant":"primary","label":"Watch the demo","source":"standard-link","url":"/ap/form/demo/einstein-bots/?d=pb","target":"_blank"}},"path":"/agentforce/chatbot","urlLoc":"ap","curHref":"/ap/agentforce/chatbot/?bc=HA","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"}], chassis: 'v2', }; window.sfdcBase = window.sfdcBase || {}; window.sfdcBase.chat = window.sfdcBase.chat || {}; window.sfdcBase.chat.invite = window.sfdcBase.chat.invite || {}; </script> <div class="globalnav-wrapper-c360 "> <a class="screen-reader-text skip-to-content-c360" href="#main-content"> <div class="screen-reader-container">Skip to content</div> </a>  <hgf-c360nav locale=ap search="true" show-region-selector="true" context-nav-enabled="true" hide-login="false" truly-hide-login="false" show-button-main=true show-button-secondary=false hide-contact="false" origin=https://wp.sfdcdigital.com/en-ap/wp-json> </hgf-c360nav> <hgf-c360contextnav origin=https://wp.sfdcdigital.com/en-ap/wp-json> </hgf-c360contextnav> </div> <main id="main-content" class="pbc-resources-template"> <div data-blade-id="1715294999815_ij8" data-blade-position="1" data-blade-name="sf/marquee" data-blade-variant="marquee" data-blade-source="www" data-blade-type="blade"> <style> section[id="1715294999815_ij8"] .headline strong { color: #0D9DDA !important; font-weight: inherit; } </style> <section id="1715294999815_ij8" class="relative marquee--blade marquee--right-image" > <div class="container container--min-spacing-bottom"> <article class="grid grid_main grid--onebyone theme--light" data-module-track-impressions="" data-module-id="1715294999815_ij8" data-module-name="What Is a Chatbot—And How Do They Work?" data-module-position="1" data-module-type="headline"> <div class="image__wrapper "> <img loading="eager" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/marquee-chatbots-1.webp?w=1024" class="image__asset" alt="Astro standing in front of a Service console showing AI customer service chatbots. " sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/marquee-chatbots-1.webp?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/marquee-chatbots-1.webp?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/marquee-chatbots-1.webp?resize=768,768 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/marquee-chatbots-1.webp?resize=1024,1024 1024w" height="1024" width="1024"/> <div class="social-sharing__wrapper"> <div class="social-sharing" data-component="social-sharing"> <ul class="social-sharing__nav"> <li class="social-sharing__item share-the-story-text"> <p>Share the story</p> </li> <li class="social-sharing__item"> <a href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/ap/agentforce/chatbot/&title=What Is a Chatbot?" class="social-sharing__linkedin-icon" aria-label="Share on LinkedIn (Opens in a new tab)" data-link-text="LinkedIn" data-link-url="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/ap/agentforce/chatbot/&title=What Is a Chatbot?" data-link-type="text link" target="_blank"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/linkedin.svg" height="auto" width="auto" alt="" /> </div> </a> </li> <li class="social-sharing__item"> <a href="https://twitter.com/intent/tweet?text=What Is a Chatbot?&url=https://www.salesforce.com/ap/agentforce/chatbot/" class="social-sharing__x-icon" aria-label="Share on X (Opens in a new tab)" data-link-text="X" data-link-url="https://twitter.com/intent/tweet?text=What Is a Chatbot?&url=https://www.salesforce.com/ap/agentforce/chatbot/" data-link-type="text link" target="_blank"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/x-icon.svg" height="auto" width="auto" alt="" /> </div> </a> </li> <li class="social-sharing__item"> <a href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/ap/agentforce/chatbot/" class="social-sharing__facebook-icon" aria-label="Share on Facebook (Opens in a new tab)" data-link-text="Facebook" data-link-url="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/ap/agentforce/chatbot/" data-link-type="text link" target="_blank"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/facebook.svg" height="auto" width="auto" alt="" /> </div> </a> </li> <li class="social-sharing__item"> <div class="social-sharing__tooltip"> <button class="social-sharing__copy-link-icon tooltip" title="Link Copied" data-link-text="Link Copied" data-link-url="tooltip" data-link-type="tooltip" aria-describedby="tooltip"> <div class="social-sharing__current-link tooltip_icon" data-clipboard-text="https://www.salesforce.com/ap/agentforce/chatbot/"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/copy-link.svg" height="auto" width="auto" alt="" /> </div> </div> <span class="tooltip_top_position_arrow_center tooltip_text" role="tooltip"> <p>Link Copied</p> </span> </button> </div> </li> </ul> </div> </div> </div> <div class="content__wrapper "> <header class="marquee__blade-heading eyebrow--standard marquee__blade--no-ctas"> <h1 class="headline marquee__headline--standard" style=" color:#032D60 "> What Is a Chatbot—And How Do They Work? </h1> <div class="blade__description"> <p>Chatbot technology is becoming a bigger part of our lives as consumers and in business. Here’s how chatbots, with the influence of AI, are shaking customer service up.</p> </div> <div class="social-sharing__wrapper"> <div class="social-sharing" data-component="social-sharing"> <ul class="social-sharing__nav"> <li class="social-sharing__item share-the-story-text"> <p>Share the story</p> </li> <li class="social-sharing__item"> <a href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/ap/agentforce/chatbot/&title=What Is a Chatbot?" class="social-sharing__linkedin-icon" aria-label="Share on LinkedIn (Opens in a new tab)" data-link-text="LinkedIn" data-link-url="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/ap/agentforce/chatbot/&title=What Is a Chatbot?" data-link-type="text link" target="_blank"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/linkedin.svg" height="auto" width="auto" alt="" /> </div> </a> </li> <li class="social-sharing__item"> <a 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class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/facebook.svg" height="auto" width="auto" alt="" /> </div> </a> </li> <li class="social-sharing__item"> <div class="social-sharing__tooltip"> <button class="social-sharing__copy-link-icon tooltip" title="Link Copied" data-link-text="Link Copied" data-link-url="tooltip" data-link-type="tooltip" aria-describedby="tooltip"> <div class="social-sharing__current-link tooltip_icon" data-clipboard-text="https://www.salesforce.com/ap/agentforce/chatbot/"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/copy-link.svg" height="auto" width="auto" alt="" /> </div> </div> <span class="tooltip_top_position_arrow_center tooltip_text" role="tooltip"> <p>Link Copied</p> </span> </button> </div> </li> </ul> </div> </div> </header> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, rgb(255, 255, 255) 0%, #FFFFFF 100%);"></div> <div class="blade__background blade__background--custom-desktop"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-1.webp?w=1024" class="background__image background__image--custom" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-1.webp?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-1.webp?resize=300,94 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-1.webp?resize=768,240 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-1.webp?resize=1024,320 1024w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-1.webp?resize=1536,480 1536w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-1.webp?resize=2048,640 2048w" height="100%" width="100%"/> </div> <div class="blade__background blade__background--custom-mobile"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?w=731" class="background__image background__image--custom" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=214,300 214w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=768,1076 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=731,1024 731w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=1096,1536 1096w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=1462,2048 1462w" height="100%" width="100%"/> </div> </section> </div><div data-blade-id="1715865044844_ap8" data-blade-position="2" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1715865044844_ap8" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715865044844_ap8" data-module-name="" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> </header> <div class="blade__description"> <p>Imagine having a conversation with a computer that feels just like chatting with a customer service agent. That's the magic of chatbots — software designed to simulate human interaction, whether you're typing or talking. As AI continues to advance, chatbots are increasingly becoming integral to both customer experiences and business operations. <br><br>Our research reveals that <a href="/ap/resources/research-reports/state-of-the-connected-customer/" target="_self"><ins>58% of customers</ins></a> now use chatbots for simple customer service tasks — up from 43% in 2020. To tap into the potential of this technology, let's explore the world of chatbots, their impact on customer service, and practical steps to integrate them into your business.</p> <p>In this article, we’ll learn about <a href="/ap/service/customer-service-chatbot/" target="_self"><ins>chatbots</ins></a>, explore their impact on <a href="/ap/service/what-is-customer-service/" target="_self"><ins>customer service</ins></a>, and discuss how leaders can take advantage of this technology.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1727462361060_1kx" data-blade-position="3" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1727462361060_1kx" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1727462361060_1kx" data-module-name="Chatbot Table of Contents" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Chatbot Table of Contents </h2> </header> <div class="blade__description"> <ol> <li><a href="#used-for" target="_self">What are chatbots used for</a></li> <li><a href="#types" target="_self">Types of chatbots</a></li> <li><a href="#benefits" target="_self">What are the benefits of chatbots?</a></li> <li><a href="#how-they-work" target="_self">How do chatbots work?</a></li> <li><a href="#AI-chatbots" target="_self">AI and chatbots</a></li> <li><a href="#create" target="_self">How to create a chatbot</a></li> <li><a href="#future" target="_self">The future of chatbots</a></li> <li><a href="#how-to-choose" target="_self">How to choose the best customer service chatbot software</a></li> </ol> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715865045687_279" data-blade-position="4" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="used-for" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715865045687_279" data-module-name="What are chatbots used for?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What are chatbots used for? </h2> </header> <div class="blade__description"> <p>Customers often use chatbots for quick answers to questions about products or services or for help with simple tasks such as booking appointments or tracking orders. <a href="/ap/service/what-is-customer-service/" target="_self"><ins>Customer service</ins></a> teams can also use chatbots to handle routine enquiries, allowing them to focus on more complex customer needs. This helps deflect cases, reduce <a href="https://www.salesforce.com/blog/call-center-burnout/" target="_self"><ins>agent burnout</ins></a>, streamline processes, and improve <a href="https://www.salesforce.com/blog/4-customer-service-metrics-you-should-measure/" target="_self"><ins>customer service metrics</ins></a> such as <a href="/ap/service/customer-service-incident-management/customer-satisfaction-score/" target="_self"><ins>customer satisfaction score</ins></a> (CSAT).</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715865046023_17zi" data-blade-position="5" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="types" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715865046023_17zi" data-module-name="Types of chatbots" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Types of chatbots </h2> </header> <div class="blade__description"> <p>Chatbots come in different varieties, depending on their purpose and complexity. Here's a look at the most common types:</p> <ul> <li><strong>Rules-based chatbots</strong> follow predefined rules to respond to common issues. They're ideal for answering FAQs or performing basic tasks. Example: a chatbot that helps you find store hours or basic product information.</li> <li><strong>AI-powered chatbots </strong>use AI to understand and respond to more complex queries. They leverage customer data and learn from interactions over time, enhancing their ability to handle diverse conversations. For example, virtual assistants like Siri or Alexa. (We'll dive deeper into AI-powered chatbots later in this article.)</li> <li><strong>Hybrid chatbots</strong> combine rules-based and AI-powered approaches. They handle straightforward tasks with rules and use AI for more complex interactions. Example: customer service bots that escalate complicated issues to human agents.</li> <li><strong>Voice-activated chatbots</strong> respond to spoken commands using voice recognition technology. They're commonly found in smart devices. For example, the Siri bot used in Apple-brand smartphones.</li> <li><strong>Contextual chatbots</strong> use machine learning (ML) and natural language processing (NLP) to understand the context of a conversation. They remember your past interactions to provide more accurate responses. Example: ecommerce bots that suggest products based on previous purchases.</li> </ul> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715865046228_12x" data-blade-position="6" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="benefits" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715865046228_12x" data-module-name="What are the benefits of chatbots?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What are the benefits of chatbots? </h2> </header> <div class="blade__description"> <p>Businesses of all sizes use chatbots to boost agent productivity and efficiency. Key advantages of using chatbots:</p> <ul> <li><strong>Always available:</strong> Chatbots are on-call 24/7, so customers can get help anytime, day or night, whenever is convenient for them. This means no waiting for office hours to get questions answered.</li> <li><strong>Improved productivity:</strong> With a chatbot, you can optimise an agent's time for more complex issues and higher value interactions by reducing the volume of customer requests. And when a customer needs to transfer from chatbot to human, the bot can collect and analyse important case information to route it to the right agent.</li> <li><strong>Fast responses:</strong> Chatbots give instant answers, cutting down on wait times and improving efficiency. In today's fast-paced world, customers appreciate quick and accurate responses.</li> <li><strong>Personalised service:</strong> Advanced AI chatbots leverage past interactions, purchase history, and marketing and web engagement data to tailor each conversation, making interactions feel more personal. This enhanced personalisation helps build stronger relationships with customers.</li> <li><strong>Scale:</strong> A chatbot can talk to multiple people at once, making it easy to handle busy times without dropping the ball. This is great for peak hours and seasons when lots of customers need help.</li> <li><strong>Consistent answers:</strong> Chatbots provide the same information to everyone, ensuring all customers get the same level of support. This consistency helps maintain high service standards.</li> <li><strong>Data collection:</strong> A chatbot can gather information from customer interactions, offering insights into customer behaviour and common issues. This data is valuable for improving products and services and identifying contact reasons to automate.</li> </ul> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715864372625_jsg" data-blade-position="7" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1715864372625_jsg" class="relative promotion--blade promotion--right-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--full_height theme--light_gradient" data-module-id="1715864372625_jsg" data-module-name="Discover How AI is Transforming the Future of Customer Service" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 promotion_layout--full_height-image_wrapper relative " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?w=1024" class="image__asset" alt="State of Service Report" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=768,768 768w" height="1024" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32 pb-64 promotion_layout---image-content_wrapper"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Discover How AI is Transforming the Future of Customer Service </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>High-performing service organisations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.</p> </div> </header> <div class="cta_container flex flex--full_height ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Get the free report" data-link-url="/ap/resources/research-reports/state-of-service/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Get the free report: Discover How AI is Transforming the Future of Customer Service" href="/ap/resources/research-reports/state-of-service/" > Get the free report </a> </pbc-button> </div> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715865046672_1e0v" data-blade-position="8" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="how-they-work" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715865046672_1e0v" data-module-name="How do chatbots work?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How do chatbots work? </h2> </header> <div class="blade__description"> <p>Chatbots operate in one of two ways: through<strong> </strong>simple rules or more advanced AI, managing interactions through structured dialogues designed to accomplish specific communication tasks.</p> <p><strong>Rules-based chatbots</strong> function by identifying key words or phrases from user queries and matching these to predefined responses. For example, if you ask a rules-based chatbot, "What are your store hours?", it detects the keyword "hours" and retrieves information about operating times. These chatbots engage in a basic form of dialogue, following a linear script where the conversation flows strictly according to predefined rules. This method can be limited, as it struggles with variations in how questions are phrased.</p> <p><strong>AI-powered chatbots</strong> use NLP and ML to go beyond simple keyword recognition and can understand the underlying intent behind a user's message. This allows them to engage in more complex dialogues that are personalised and adapt based on the context of the interaction and previous exchanges. These chatbots learn and evolve from each interaction, enhancing their ability to conduct seamless, end-to-end conversations that closely mimic human interaction. This makes them sophisticated virtual assistants, capable of managing detailed and nuanced dialogues with users.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715865046940_ja0" data-blade-position="9" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="ai-chatbots" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715865046940_ja0" data-module-name="Al and chatbots" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Al and chatbots </h2> </header> <div class="blade__description"> <p>Chatbots have come a long way from their humble beginnings as basic script-based programs. Today, <a href="/ap/service/what-is-an-ai-chatbot/" target="_self">AI-powered chatbots</a> can understand and process human language with remarkable accuracy. These advanced chatbots are no longer limited by an inability to understand context or the subtleties of human conversation. They're more engaging and effective at meeting the needs of today's digital customers.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715865047165_feb" data-blade-position="10" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1715865047165_feb" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715865047165_feb" data-module-name="What is an Al chatbot?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> What is an Al chatbot? </h3> </header> <div class="blade__description"> <p>AI chatbots are a big step up from <a href="https://www.salesforce.com/service/customer-service-chatbot/chatbot-vs-conversational-ai/" target="_self"><ins>traditional chatbots</ins></a>. They use advanced technologies such as NLP and ML to understand and respond to user inputs in a more human-like manner. AI chatbots can understand and interpret the context and intent behind customer queries, which allows for more dynamic and conversational interactions. They can also learn from experience.</p> <p>AI chatbots can maintain conversational context and adapt their responses to the user's needs. They're great for customer service settings, where it's important to understand and respond appropriately to a customer's mood and needs.</p> <p>Chatbot systems have become much more sophisticated, thanks to significant advances in <a href="/ap/service/ai/customer-service-ai/" target="_self"><ins>customer service AI</ins></a>. In fact, <a href="https://www.salesforce.com/resources/articles/state-of-service-inside-customer-service-trends/" target="_self"><ins>83% of service leaders</ins></a> expect to increase investment in AI over the next year.</p> <p>AI chatbots are programmed to have conversations using <a href="https://trailhead.salesforce.com/content/learn/modules/natural-language-processing-basics" target="_self"><ins>natural language processing</ins></a> or natural language understanding (NLU). This helps the chatbot better understand the nuances of human speech and talk-to-text. These technologies also make it possible to get at the intent behind what is being said and to respond more intelligently and authentically.</p> <p>With <a href="https://www.salesforce.com/blog/three-ways-service-impact-generative-ai/" target="_self"><ins>generative AI</ins></a>, the chatbot can interpret the context as it is written, which enables it to operate more or less on its own. In other words, AI chatbot software can understand language outside of pre-programmed rules and rigid dialogues and provide a response based on existing data. This allows visitors to lead the conversation and have the bot follow.</p> <p>By harnessing enormous amounts of data and low-cost processing power, AI and machine learning help dramatically boost the chatbots' comprehension and decision-making.</p> <p>When chatbots connect to technologies such as NLU, they can:</p> <ul> <li>Keep up with the context of the conversation to ensure a smooth and coherent interaction.</li> <li>Manage unique dialogue and adapt responses based on the specific needs and styles of each conversation.</li> <li>Adjust the behaviour of your virtual agent as the conversation evolves, tailoring it to the customer’s needs.</li> <li>Take decisive actions to solve customer issues, improve self-service capabilities, and help prevent cases from reaching agents.</li> </ul> <p>An AI-powered bot can also be trained to learn from any customer interaction. Yes, that's right — they're programmed to get better.</p> <p>For example, such systems can be trained to recognise customer frustration and escalate problems to the company's support centre. No wonder <a href="https://www.salesforce.com/news/stories/generative-ai-research/" target="_self"><ins>84% of IT leaders</ins></a> believe AI will help their organisations better serve customers.</p> <p>Of course, a chatbot doesn't need AI-powered features to be a useful support channel. The advantage is, however, that the more the customer interacts with the bot, the better its recognition system becomes at coming up with the appropriate response.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715865287853_1685" data-blade-position="11" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1715865287853_1685" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715865287853_1685" data-module-name="Al-powered chatbots are important customer experience tools" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Al-powered chatbots are important customer experience tools </h3> </header> <div class="blade__description"> <p>AI-powered chatbots are a powerful way to enhance the customer experience. Whether you're working in a <a href="/ap/service/contact-center/contact-center-vs-call-center/" target="_self"><ins>call centre or a contact centre</ins></a>, our <a href="/ap/resources/research-reports/state-of-the-connected-customer/" target="_self"><ins>State of the Connected Customer report</ins> </a>shows that customers increasingly expect quick, personalised, and efficient service — and AI chatbots can help deliver on all those fronts by:</p> <ul> <li><strong>Reducing customer wait time:</strong> Chatbots answer common questions instantly, eliminating the need for customers to wait for an email or phone response. This helps meet the expectations of the 80% of customers who believe that the experience a company provides is just as important as its products and services.</li> <li><strong>Resolving support cases quickly:</strong> Chatbots handle straightforward enquiries, helping customers resolve issues on their own and freeing up human agents to focus on more complex cases. This efficiency is appreciated by the 47% of customers who are willing to pay extra for better customer service.</li> <li><strong>Providing relevant and accurate resources:</strong> Chatbots greet customers with personalised messages and direct them to useful information efficiently, which improves overall satisfaction.</li> </ul> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1728938741044_2rj" data-blade-position="12" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1728938741044_2rj" class="relative promotion--blade promotion--left-image" > <div class="container pb-shadow pb-large-corner"> <article class="grid grid_main promotion_layout--float_image theme--light_gradient" data-module-id="1728938741044_2rj" data-module-name="Join the Serviceblazer Community on Slack" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?w=1024" class="image__asset" alt="Join the Serviceblazer Community on Slack" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/09/ServiceblazerSlack.jpg?resize=1024,576 1024w" height="576" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-48 mobile-mb-32" style=" "> Join the Serviceblazer Community on Slack </h2> </header> <div class="cta_container flex flex--float_image ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Sign up for free" data-link-url="https://join.slack.com/t/serviceblazer/shared_invite/zt-2l7rqms0k-aNCMcpLWeDtl28ZIbGwhhQ?_ga=2.110781253.1107903344.1725887152-1686849959.1725887152" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Sign up for free: Join the Serviceblazer Community on Slack" href="https://join.slack.com/t/serviceblazer/shared_invite/zt-2l7rqms0k-aNCMcpLWeDtl28ZIbGwhhQ?_ga=2.110781253.1107903344.1725887152-1686849959.1725887152" target="_blank" rel="noopener" > Sign up for free <svg width="18" height="18" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg" fill="currentColor"> <path fill-rule="evenodd" clip-rule="evenodd" d="M10.0977 2.16345H14.5237L6.8804 9.80671C6.69002 9.99709 6.69002 10.3058 6.8804 10.4961L7.34002 10.9558C7.5304 11.1461 7.83906 11.1461 8.02945 10.9558L15.6717 3.31348V7.73848C15.6717 8.00772 15.89 8.22598 16.1592 8.22598H16.8092C17.0785 8.22598 17.2967 8.00772 17.2967 7.73848V1.47595C17.2967 0.958186 16.877 0.538452 16.3592 0.538452H10.0977C9.82847 0.538452 9.61021 0.756713 9.61021 1.02595V1.67595C9.61021 1.94519 9.82847 2.16345 10.0977 2.16345ZM2.97559 4.03905C1.62939 4.03905 0.538086 5.13036 0.538086 6.47655V14.8516C0.538086 16.1977 1.62939 17.2891 2.97559 17.2891H11.3506C12.6968 17.2891 13.7881 16.1977 13.7881 14.8516L13.7881 8.88513C13.7881 8.59574 13.4383 8.45066 13.2335 8.65509L12.4493 9.43768C12.2661 9.62059 12.1631 9.86888 12.1631 10.1278V14.8516C12.1631 15.3003 11.7993 15.6641 11.3506 15.6641H2.97559C2.52686 15.6641 2.16309 15.3003 2.16309 14.8516V6.47655C2.16309 6.02782 2.52685 5.66405 2.97559 5.66405H7.79909C8.07127 5.66405 8.33106 5.55029 8.51564 5.35026L9.2223 4.58446C9.41442 4.37626 9.26675 4.03905 8.98345 4.03905H2.97559Z"/> </svg> </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1721663397372_xjy" data-blade-position="13" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="create" class="relative textmainbody--blade" > <div class="container"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721663397372_xjy" data-module-name="How to create a chatbot" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How to create a chatbot </h2> </header> <div class="blade__description"> <p><a href="/ap/resources/research-reports/state-of-the-connected-customer/" target="_self"><ins>Seventy-two percent</ins></a> of customers won't reuse a company's chatbot after just one negative experience, so it's important to get it right. The good news: <a href="/ap/service/customer-service-chatbot/how-to-create/" target="_self"><ins>creating a chatbot</ins> </a>is simpler than you might think. Here's how to get started:</p> <ol> <li><strong>Define your chatbot's purpose:</strong> What do you want your chatbot to do? Will it answer customer service questions, help with online shopping, or provide tech support? Example: A <a href="/ap//service/customer-service-chatbot/" target="_self"><ins>customer service chatbot</ins></a> that answers FAQs about shipping and returns.</li> <li><strong>Develop knowledge articles:</strong> Build a knowledge base that your bot can draw from by writing detailed articles covering a wide range of topics. This will ensure that your bot can provide comprehensive and accurate information to customers in response to their queries.</li> <li><strong>Choose your channels:</strong> Choose the communication channels you want to integrate with your bot, like chat or messaging platforms. This selection should align with where your customers are most active and where they're most likely to seek assistance.</li> <li><strong>Choose a platform:</strong> Popular options include tools that offer user-friendly interfaces requiring little to no coding. Example: Using a chatbot builder to create a bot for your website.</li> <li><strong>Design your chatbot's workflow:</strong> Plan out the conversational paths. Example: If a user asks about store hours, the bot provides the hours; if they ask about product availability, it guides them to cheque online stock.</li> <li><strong>Add NLP:</strong> Most chatbot platforms offer built-in NLP capabilities. You can usually find this feature in settings or during the bot creation process. Enable NLP and train the AI with common phrases your users might use. For example: "What time do you close?" along with the correct response. The NLP tool will learn to recognise and respond to these variations automatically.</li> <li><strong>Test your chatbot:</strong> Before going live, test your chatbot to make sure it handles all expected interactions smoothly. Example: Simulating customer queries and ensuring the bot provides correct and helpful responses.</li> <li><strong>Deploy and monitor:</strong> Once satisfied, deploy your chatbot on your chosen platform. Monitor its performance and adjust as needed.</li> </ol> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721663442799_c6q" data-blade-position="14" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="future" class="relative textmainbody--blade" > <div class="container"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721663442799_c6q" data-module-name="The future of chatbots" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> The future of chatbots </h2> </header> <div class="blade__description"> <p>AI is making communication between humans and machines more natural and organic. Chatbots are becoming better at handling complex interactions, which can lead to more satisfying user experiences and greater efficiency in handling customer enquiries. With <a href="https://www.salesforce.com/service/what-is-autonomous-customer-service/" target="_self"><ins>autonomous customer service</ins></a> on the rise, <a href="/ap/agentforce/what-are-ai-agents/" target="_self"><ins>AI agents</ins></a> could anticipate customer needs and provide proactive solutions, reducing the need for customers to reach out for support. Here's a look at more emerging trends and potential impacts:</p> <ul> <li><strong>AI and machine learning:</strong> Chatbots will use more advanced AI and machine learning to offer more accurate and personalised responses.</li> <li><strong>Integration with emerging technologies:</strong> Chatbots will increasingly integrate with technologies such as augmented reality (AR) and the Internet of Things (IoT), allowing for more interactive and connected experiences.</li> <li><strong>Contextual understanding:</strong> Future chatbots will maintain coherent conversations over multiple interactions and grasp the nuances of human language.</li> <li><strong>Emotional intelligence:</strong> Chatbots will develop emotional intelligence, allowing them to detect and respond with empathy.</li> <li><strong>Enhanced data utilization:</strong> With improved data analysis capabilities, chatbots will help influence business decisions, improve operations, and improve customer service strategies.</li> </ul> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721663472322_ldl" data-blade-position="15" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="how-to-choose" class="relative textmainbody--blade" > <div class="container"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721663472322_ldl" data-module-name="How to choose the best customer service chatbot software" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How to choose the best customer service chatbot software </h2> </header> <div class="blade__description"> <p>When picking the right <a href="/ap/service/customer-service-chatbot/" target="_self"><ins>customer service chatbot software</ins></a>, look for these important features:</p> <ul> <li><strong>Integration with CRM:</strong> Make sure the chatbot can easily connect with your <a href="/ap/crm/what-is-crm/" target="_self"><ins>customer relationship management (CRM)</ins></a> system. This way, all customer details are recorded across every line of business, and you get a complete view of each customer.</li> <li><strong>AI intelligence:</strong> Choose a chatbot that uses AI to understand and respond to customer questions naturally. This includes understanding the intent and context and providing accurate, helpful responses.</li> <li><strong>Multichannel support:</strong> The chatbot should work on various platforms (including your website, mobile apps, and SMS) and social media channels (like Facebook Messenger). This ensures your customers can reach you wherever they prefer to interact.</li> <li><strong>Language options:</strong> If you have a global customer base, pick a chatbot that supports multiple languages.</li> <li><strong>Customisable templates:</strong> Look for a chatbot platform that offers templates you can easily customise. This allows you to quickly set up a chatbot that fits your specific needs.</li> </ul> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1721663494904_2th" data-blade-position="16" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="whats-next" class="relative textmainbody--blade" > <div class="container"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1721663494904_2th" data-module-name="What's next for chatbots?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What's next for chatbots? </h2> </header> <div class="blade__description"> <p>Chatbots are becoming more sophisticated, which means they can play an even bigger role in enhancing customer service and streamlining business operations. Embracing these advancements now will help businesses prepare for the future of AI, which will offer even more opportunities to improve efficiency and customer experience.</p> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1715865321654_9ac" data-blade-position="17" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1715865321654_9ac" class="relative promotion--blade promotion--left-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-top"> <article class="grid grid_main promotion_layout--full_height theme--light_gradient" data-module-id="1715865321654_9ac" data-module-name="Power your customer service with generative AI" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 promotion_layout--full_height-image_wrapper relative promotion-image--background-circle brand_pink_95" > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?w=1024" class="image__asset" alt="Astro standing in front of a Service console showing chatbot workflows." sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?resize=300,199 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?resize=768,509 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promotion-form-service-gpt-1.png?resize=1024,678 1024w" height="678" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Power your customer service with generative AI </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>You can scale your customer service with the power of generative AI, paired with your customer data and CRM. See how this technology improves efficiency in the contact centre and increases customer loyalty.</p> </div> </header> <div class="cta_container flex flex--full_height ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Watch the demo" data-link-url="/ap/form/demo/einstein-bots/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Watch the demo: Power your customer service with generative AI" href="/ap/form/demo/einstein-bots/?d=pb" target="_blank" rel="noopener" > Watch the demo </a> </pbc-button> </div> </div> </article> </div> </section> </div> </main> <hgf-footer home-href=ap origin=https://wp.sfdcdigital.com/en-ap/wp-json></hgf-footer> <div class="sf-call"> <div class="call-btn-wrapper"> <a class="btn" href="tel:+6563025700" aria-label="Contact, By phone"></a> </div> </div> <script type="text/javascript"> window.document.dispatchEvent( new CustomEvent('www_track', { detail: { event: 'custEv_pageDataAvailable', templateName: 'Resources Template', templateId: 'resources-template', taxonomy: JSON.parse('{"pageTagsManual":[],"pageTagsAuto":[]}'), experiment: { 'optimizelyExp': '', 'optimizelyVar': '', }, }, }) ); </script> <script type="module" src="https://a.sfdcstatic.com/digital/xsf/components/v1-stable/navs.js"></script> <script defer src="https://a.sfdcstatic.com/digital/xsf/components/v1-stable/chat.js"></script> <link rel="stylesheet" type="text/css" href="/CdgQw9yDLLqpKU45jg/mNur7i/WhdgTH0B/N2/NCRDVfTghZ"><script src="/CdgQw9yDLLqpKU45jg/mNur7i/WhdgTH0B/ah/4_GRBleXgp" async defer></script><div id="sec-overlay" style="display:none;"><div id="sec-container"></div></div></body></html>