The Importance of Chatbots and Considerations for Their Use

The Importance of Chatbots in Recent Years

In recent years, chatbots have gained significant importance in the technology world and are among the effective tools preferred by companies. Onur Candan, the Founder and CEO of Palamar Technology, explained the critical points that companies should pay attention to while using Chatbots.

What are Chatbots and Where are They Used?

Chatbots are software programs that can interact with humans using artificial intelligence and natural language processing technologies. These programs are widely used on websites, mobile applications, or social media platforms. These technologies play a significant role in automating customer service and sales processes, and when used correctly, they can provide great advantages for companies. Onur Candan, the CEO of Palamar Technology, which has been operating in the industry for over 5 years, stated that Chatbots can understand the texts coming from written dialogue channels and respond in an integrated manner with corporate knowledge bases and systems. “A well-designed Chatbot can provide detailed information to users and quickly answer their questions.”

What Should Be Considered When Using Chatbots?

Onur Candan listed five important points that companies should consider when using Chatbots:

• Data Security: Since chatbots process user data, data security must be prioritized. Chatbot solutions with secure data processing standards should be preferred to protect customer information and comply with legal requirements.
• Purpose of Use: The purpose for which the chatbot will be used should be determined in advance. Chatbots developed for a specific purpose provide more effective and efficient results. Specialized chatbots can be used in various areas such as customer service, sales, and technical support.
• Simple and Understandable Interface: To improve user experience, the chatbot must have a user-friendly interface. Additionally, chatbots that offer low-code support accelerate the integration process and reduce the need for technical knowledge.
• Continuous Updates: Chatbots need to be regularly updated and trained to function effectively. Autonomous systems can perform these updates and trainings automatically, allowing the chatbot to optimize according to user behaviors. Such systems can operate effectively without human intervention by providing performance improvements.
• Providing Support: Chatbots should be used not to completely replace humans, but to support them. In complex customer requests and issues, chatbots should direct users to human intervention. It is important for employees to receive training to ensure chatbots are used correctly, analyze customer feedback, and regularly monitor performance.