What's a 'chatbot'?

Chatbots are conversational applications that communicate and perform basic tasks, like answering questions or helping people get something done. 🤖

Their core responsibility is to streamline interactions between services and people

Chatbots can be accessed from inside a mainstream messaging platform like Facebook Messenger, WhatsApp and WeChat, as well within self-contained messaging services (a stand-alone app or website pop-up).  

The conversation is typically by simple text messages but they can also be voice-activated. Google Home, Amazon Alexa and Siri (on iPhone) are examples of voice-activated chatbots.

With 11m Australians using at least one messaging application a day, messaging applications are useful ways for customers to interact with services, information and people.

Chatbots can be powered by simple scripts, rules and/or artificial intelligence. Chatbots can understand customers’ behaviour, intent and context and are capable of learning over time. They are also capable of understanding sentiment.

A general rule of thumb is that if your company is regularly communicating with customers or could increase communication to improve sales and customer experience, a chatbot could be a good option.
— Forbes, 2017
 

Growing use of chatbots in customer service

You’ve probably already used a chatbot without even realising it.  

That virtual assistant that pops up to offer you help on an online shopping page or with your online banking is frequently a chatbot.  

As artificial intelligence continues to advance, the use of chatbots to provide an enhanced customer service experience is increasing;

  • By 2020, smart chatbot agents will manage 40% of mobile interactions (Gartner 2017)

  • Artificial intelligence will account for 85% of customer relationships by 2020 (Gartner 2017)

  • 80% of firms already used or plan to use chatbots by 2020 (Business Insider 2016)

  • Businesses saved $20million in 2016 thanks to conversational interfaces. The cost savings are forecasted to reach $8 billion by 2022 (Juniper research 2017)

 

Mastercard's Banking chatbot

Mastercard's Banking chatbot

The growing use of messaging apps by consumers is also driving this trend with over 11 million Australians using at least one messaging application daily.  

Consumers are using conversational applications in place of email, phone calls and face-to-face communication to talk with family and friends.  

Consumers now spend more time in messaging apps like Facebook Messenger and Whatsapp than they do on social media sites, and will increasingly expect to also be able to communicate with businesses on their favourite chat platforms, using text and voice, just as they currently do with friends and family. Chat is easier, less intrusive and quicker than using other communication channels. 

11 million Australians use at least one messaging application daily...


What can chatbots do?

✓ Bots Can Help Users Communicate and Perform Tasks

Bots help users complete complete basic tasks, access information and guide purchases. They can access useful information to make tasks easier, and can perform context sensitive tasks depending on what the user needs to do. 

✓ Bots Are Intelligent Enough To Understand User Behaviour

Bots understand users’ behaviour, intent and context and are also capable of learning over time. They are also capable of understanding sentiment. 

✓ Bots Deliver More Personalised Experiences Than Social Media

People are now spending more time in messaging apps than on social media and are already engaging with chatbots in a variety of ways, from banking, travel, appointment scheduling and more.

✓ Bots Provide An Additional Channel For Customer Interaction

Chatbots enhance and complement existing customer channels and services, adding real-time, intelligent and pro-active support that can be accessed via simple conversations.  


Why chatbots for Property?

Chatbots are great for helping users communicate and complete tasks and there are lots of applications in residential property. 

They provide a fast, cost efficient way for building, strata and property managers to meet rising customer service expectations and reduce cost to serve.

Chatbots can automate high volume, low value tasks such as;

  • Common information requests (rules, tips, service providers)

  • FAQ support (how do I?)

  • Problem reporting and assistance

  • Updates, notifications, alerts

  • Who’s responsible/escalation requests
     

As well as also support or augment more complex, higher value tasks such as;

  • Maintenance workflows and progress feedback

  • Guided move-ins

  • Voting, resolutions

  • AGM preparation

  • Committee workflows

  • Resident product purchases

  • Customer acquisition


Ask for a demo 

Strata.chat has been specifically designed for medium to large strata properties and is now the primary comms platform across a range of properties in Melbourne and Sydney.

With strong resident uptake and building team usage, Strata.chat is improving building communications, saving time, and increasing service quality.

If you are a facilities or strata manager, developer or an Owners Corporation committee member we'd love to show you what Strata.chat can do.