Chatbot Technology to Augment Social Good

September 14, 2017 12:00 AM
  • Chatbot Technology to Augment Social Good logo

ChatBots are artificial intelligence powered chat programs that can serve multiple purposes. Technology companies such as Microsoft, Slack, Kik, Wechat, Viber, Telegram, and Facebook are all providing platforms for developing chatbots that can be programmed to answer questions and render services to the end user. Nonprofits and philanthropic organizations have a huge potential to make use of chatbot technology to serve the social good. These chatbots can be a game changer in the social development sector.

Facebook (Facebook Messenger) and Microsoft (including for Skype) have rolled out software development tools to help build chatbots with artificial intelligence (AI), which have the ability to learn upon repeated usage to give better answers to customers. Thereby, extending one-to-one connections with supporters for the nonprofits. Nonprofits can make use of chatbots technology to help answer questions about a cause, a fundraising event, or to even register or collect a donation from a user.  

Mobile communication has enabled organizations the ability to keep donors and fans connected and engaged, regardless of where they are in the world and which messaging application they use. Aside from getting a message delivered to all such applications, chatbot technology also reduces the cost of AI implementation which requires collecting a massive amount of data. Other means by which chatbots can be used as a resourceful tool for non-profits are discussed below.

  1. Ease of UX Research

    Chatbots are one of the best tools through which you can reach out to the target audiences, including prospective donors. UX research for most organizations especially non-profits is highly unaffordable. But there is a need for research which gets pushed onto in-house designers, engineers etc engaged in their work, adding as a burden. Chatbots can help bridge the gap by collecting data about potential donors at a low cost, reducing the workload of researchers

  1. Minimized Administrative Overhead

    Chatbots can be used to help you minimize administrative overhead by eliminating social media community management of responding to FAQs. It is a tedious task to answer the same questions repeatedly, even when the answers are readily available in the FAQ section. Chatbots can help in automating this process, satisfying customers and reducing interruptions, allowing the organization to attend more crucial tasks at hand.

  1. Increased Availability and Support

    Many leading brands use messaging apps to connect better with customers with the working staff responding to their requests but they aren’t available 24/7. However, users expect quick and customized responses. From the time they send an inquiry, there is a very short window to keep the user engaged in the conversation. Chatbots can be used to stay connected with beneficiaries and volunteers as well as decrease the amount of missed opportunities from potential donors.

  1. Directing to the Required Information

    For a user browsing on the internet, there are many choices. Consider shopping for clothes online, with varied options and price tags it can be overwhelming for the user. A chatbot can be incorporated into the website, as a chat window asking for any assistance required. The bot is quick in response, asking for budget range and size, and providing with appropriate links to the pages. This can help confused or busy users to get the required information without of the hassle of spending too much time and searching deeply.

  1. Adding Value and Driving Traffic

    Adding value to the website with a chatbot and personalizing it, will effectively drive more traffic to your website. This can help the organization to grow as a helpful resource, increasing followers, donations, recurring donations, and revisits to the website. When a chatbot is opened, a “Get Started” button appears, clicking which a welcome greeting is shown. Subsequently, what the organization can offer you in the chat is explained. Personalization of the greetings gives the chat a human touch, helping to keep the conversation going. The process is smooth and effortless with prompt and witty responses, making customer service chat experience delightful.

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