FAQs
1.What types of chatbots are available?
- There are 2 types of chatbots that we offer:
- Rule based
- AI-based
- Rule Based Chatbots:
- Pro: These chatbots follow a defined set of rules, their responses are consistent and reliable and always the same. These chatbots are very good at guiding the conversation and helping customers get to where you want them to go on your webpage.
- Con: They are simple and straight forward but lack flexibility and adaptability; they can struggle with complex or unexpected queries (unless programed in the workflow)
- AI-based chatbots
- Pro: AI-driven chatbots leverage artificial intelligence and machine learning to understand natural language and provide more nuanced and context-aware responses. AI chatbots offer flexibility, adaptability, and a more natural user experience.
- Con: AI chatbot learn from your website's data and occasional informational inaccuracies may occur.
It's important to remember that chatbots are most effective when used to complement, not replace, human agents. Complex or sensitive issues still require the empathy and problem-solving skills of a human representative.
Chatbots are unable to sense when a customer is distressed and can sometimes misinterpret, misunderstand or not understand queries due to the nuances of the human language.
2.How do chatbots improve customer service?
- Chatbots improve customer service by providing 24/7 availability, faster response times, personalized interactions, and efficient handling of routine inquiries, ultimately enhancing customer satisfaction and reducing operational costs.
3.What can a chatbot do for my business?
- A chatbot can enhance your business by improving customer service, accepting donations, automating tasks (such as scheduling a visit), generating leads, and collecting valuable customer data, ultimately boosting efficiency, leads and donations.
4.How easy is it to integrate a chatbot with our existing systems?
- Integrating a chatbot with your existing systems is easy and fast. Once we build the workflow together, we will email you an integration code that your web developer will paste at the top of your home webpage. That's it!
5.How do I train the chatbot?
- Our AI-based chatbot is trained on our end; we do all the hard work, so you don't have to! When we present you with the integration key, the chatbot will already be trained from the information on your webpage.
6.What kind of support and maintenance do you provide?
- Technical Support: We provide 24/7 access to open a ticket for technical support to our clients who experience issues with chatbot integration, functionality, or performance. We will respond within 24 hours.
- Operational Support: We will assist you with using and managing your chatbot(s) in any we can; our service does not stop once you have your chatbot! We will monitor how the chatbot is responding ensuring that your customers are getting the information they want. We also offer daily leads emails sent to the address of your choice and/or weekly Google sheet/MS Excel Reports detailing leads and the chat flows customers took.
- Feedback Mechanisms: We love to improve and become better! We value the feedback on your experience with the chatbot and will use this feedback to improve the product and the support services we provide.
7.What are the costs associated with implementing a chatbot?
- There is a 1-time set up fee of $350 and a monthly subscription fee of $750
8.Can a chatbot handle complex queries?
- Rule-based chatbots cannot. They can only respond to the information that we have programed it with. However, AI-powered chatbots, are capable of understanding and responding to complex questions with the information taken from your entire website. Please remember that AI based chatbots will scrape the data on it's own and may at times get some information wrong.
9.How customizable is the chatbot?
- Charitable Chat chatbots offer extensive customization options, allowing you to incorporate your logo, links, images, and videos. Only the small "powered by" logo at the bottom remains, ensuring proper attribution.
10.What happens when the chatbot can't handle a request?
- If a chatbot cannot fulfill a request, it will inform the user and offer further assistance. Users can then submit a new query. We are currently developing a feature to automatically provide contact information when a request cannot be resolved.
11.Is the chatbot secure and compliant with data privacy regulations?
- Charitable Chat will adhere to strict data privacy guidelines, ensuring user data is handled ethically and transparently. To view the policy, click the privacy agreement below:
At Charitable Chat, we are committed to protecting the privacy of our users. This policy outlines how we collect, use, and protect information gathered through our chatbots.
- Information Collected: Our chatbots may collect the following information: (a) Information you voluntarily provide, such as your name, email address, and any other data you input during a conversation. (b) Interaction data, such as the date and time of your interactions, the questions you asked, and the chatbot's responses. (c) Technical information, such as your IP address, browser type, and device information. We do not collect sensitive personal data unless explicitly provided by you and strictly necessary for the service.
- Purpose of Collection: We use the collected information to: (a) Provide you with efficient and personalized chatbot support. (b) Improve the functionality and performance of our chatbots. (c) Analyze user interactions to enhance the customer experience. (d) Respond to your inquiries and requests.
- Data Retention: We retain the collected information for as long as necessary to fulfill the purposes outlined above, unless a longer retention period is required by law.
- Data Sharing: We do not sell or rent your personal information to third parties. We may share data with trusted third-party service providers who assist us in operating our chatbots and providing services, but only under strict confidentiality agreements. We will not share your data for marketing or advertising purposes without explicit consent.
- Your Rights: You have the right to: (a) Access your personal information. (b) Request corrections to inaccurate information. (c) Request deletion of your data. (d) Object to certain processing activities. (e) Restrict the processing of your data. (f) Obtain a copy of your data in a portable format. (These rights are subject to applicable laws and regulations.)
- Children's Privacy: Our chatbots are not intended for use by children under the age of 18. We do not knowingly collect personal information from children.
- Changes to this Policy: We may update this policy from time to time. We will post any changes on this page and, if necessary, notify you directly.
- Contact Us: If you have any questions about this policy or our chatbot data practices, please contact us at kale@charitablechat.com.
This policy is subject to change. Please review it periodically. By using our chatbots, you acknowledge that you have read and understand this policy and consent to our data collection and use practices.
FAQs: The Dark Side :)
What are the potential and realized problems or limitations with AI chatbots?
(And what we do about it)
While AI chatbots offer numerous benefits, it is essential to recognize and address these potential and realized limitations to enhance their effectiveness and user satisfaction. Continuous improvement, ethical considerations, and user feedback are crucial for their successful integration into communication strategies.
1. Understanding Context: Chatbots often struggle to grasp context, especially in complex or nuanced conversations. They may misinterpret user intent, leading to irrelevant or incorrect responses.
Solution: We recognize that chatbots aren't perfect, and contextual understanding is an area where we're constantly working to improve. We're committed to transparency about the limitations of our technology, and we actively monitor user feedback to identify areas where our chatbots are struggling.
2. Limited Emotional Intelligence: While some chatbots are designed to recognize and respond to emotional cues, they lack true empathy. This can result in interactions that feel robotic or unsatisfactory, particularly in sensitive situations.
Solution:
3. Data Privacy and Security Concerns: Chatbots often handle personal data, raising concerns about privacy and security. If not properly secured, they can be vulnerable to data breaches, putting user information at risk.
Solution: Charitable Chat prioritizes security. We use strict data privacy & security measures, to protect user data.
4. Inflexibility: Many chatbots operate based on predefined scripts or algorithms, making them inflexible in handling unexpected queries. This can lead to frustration for users who seek more tailored responses.
Solution: Charitable Chat uses AI to understand unexpected queries. If a bot can't answer, it offers human support, ensuring tailored help & avoiding frustration.
5. Dependency on Training Data: The effectiveness of a chatbot is heavily reliant on the quality and diversity of the training data it has been exposed to. If the data is biased or incomplete, the chatbot may produce skewed or inappropriate responses.
Solution: Our Chatbots are thoroughly trained using several techniques such as website scraping and prompts based on your business goals and needs.
6. User Frustration: If a chatbot fails to resolve an issue or provide satisfactory answers, users may feel frustrated. Poor interactions can lead to a negative perception of the brand or service.
Solution: Our chatbots are trained to not show a limitation of the training process or complex questions, if a customer asks a question that can not be answered, it will redirect to a pre-determined phone number or contact person.
7. Lack of Human Touch: In certain situations, users prefer interacting with a human rather than a chatbot. The absence of human touch can detract from the overall customer experience, especially in high-stakes or emotional scenarios.
Solution: Our goal isn't to replace human interaction entirely, but to enhance it. Our chatbots are designed to handle routine inquiries and provide quick answers, freeing up human agents to focus on complex, sensitive, or emotionally charged situations where empathy and understanding are paramount. We give customers the option to easily transfer to a human agent when needed, ensuring they always have access to the support they prefer.
8. Maintenance and Updates: AI chatbots require ongoing maintenance and updates to improve their performance and adapt to changing user needs. This can be resource-intensive and may not always keep pace with user expectations.
Solution: Charitable Chat focuses on providing streamlined and effective chatbot solutions that are designed for ease of use and reduced maintenance. Because our chatbots are focused and purpose-built, they don't require the same level of constant tweaking as more complex, all-purpose AI systems. This allows nonprofits to benefit from the power of AI without the burden of excessive maintenance hassles.
9. Cultural and Linguistic Limitations: Chatbots may not fully understand or cater to the cultural and linguistic diversity of users. This can lead to misunderstandings or a lack of engagement from users who speak different languages or dialects.
Solution: Charitable Chatbots offers builds in most languages.
10. Ethical Concerns: The deployment of AI chatbots raises ethical questions regarding transparency, accountability, and the potential for misinformation. Users may be unaware that they are interacting with a bot, which can lead to trust issues.
Solution: Transparency is a top priority for us at Charitable Chat. We believe it's crucial for users to know when they're interacting with a chatbot. That's why our chatbots can clearly identify themselves as AI assistants.
