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Drive to Reimagine

10 Must-Have chatbot features [#5 will make customers love you!]

Engati Team
Nov 22
3-4 mins

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

Integrating AI-powered chatbots into your business is a great way to stay one step ahead of the competition, offer superior customer service, and increase levels of engagement between your brand and your customers.

The very purpose of building and creating chatbots for business & incorporating chatbot features is to improve customer communications and help your customers get answers to their questions in real-time. Involved customers imply higher retention, which further means business growth. Let’s look at some statistics:

  • 65% of a company’s business is said to come from its existing customers.
  • Acquiring a new customer is 5 times more costly than retaining an existing one.
  • Customers have a tendency to spend more on brands that they trust.
  • Further to the previous point, a customer will spend 67% more after 3 years of being involved with a brand.

Customer retention is crucial and attention and investment from AI companies to date have been largely on the automation of general inbound customer queries through the use of machine learning and chatbot technologies.

While cost reduction and customer experience improvements can be attractive, the majority of these solutions don’t address the immediate and often more significant commercial risk exposure associated with complex customer journeys such as acquisition, conversion, complaints, collections, delivery, loyalty, and retention. Simple FAQ chatbots alone aren’t enough to help reduce customer churn or increase conversion rates. We need chatbots with artificial intelligence to get the job done faster. These bots need to make use of Natural Language Processing (NLP) and Natural Language Understanding (NLU).

Let’s look at these 10 advanced chatbot features and benefits that your business can leverage.

Top 10 Must-Have chatbot features

Here's the entire AI chatbot features list:



First, you need to master the art of conversation. You must customize your chatbot to be a conversationalist-neither dull nor pervasive. When you create your bot the right way, on the right platform, and with the right chatbot script, you’ll discover how amazing bots are as your customers’ personal assistants.

And we’ve made it easy for you to get started. Unlock the starter packs and customize as you go. With over 200+ templates to choose from, there will definitely be a chatbot for your use case. 


Conversational maturity

The greatest advantage of building a customizable chatbot is that you can train it to be how your customers want it. Your chatbots can collect user data for you to analyze the average maturity level of your audience and maintain consistency within acceptable deviations. 

As your chatbots gain insights, you’ll understand how to edit your chatbot to suit your audience. When you log in to Engati, you can customize your chatbot within the canvas. Try out a couple of styles and see what resonates well with your audience!


Emotionally intelligence

Emotions are part and parcel of life. As much as we try and set them apart, they will be in there, somewhere. Since chatbots are the primary interface between your business and customers, try and build a relationship between your chatbots and your customers. 

With sentiment analysis, chatbots can pick up the underlying emotions and respond in an appropriate manner. 


Trainable intelligence

This is among the most exciting Chatbot features. A chatbot must be able to perform complex reasoning on its own, without human interference. We’ve equipped our chatbots with DocuSense.

Instead of manually adding and updating FAQs, you can simply load your knowledge base to the chatbot. The chatbot parses through the information and can provide a suitable answer within seconds. And as we all know, the faster the response, the more loyal the customer. Don’t pass simple queries on to live agents. Use chatbots powered by DocuSense instead.


Easy omnichannel deployment

WhatsApp, Facebook, Twitter, Telegram - all of these have become the means of corporate survival. To be absent on social media is like turning your back on 71% of your customers. Therefore, you must deploy your chatbot across channels.

We’ve made it easier through the OneView inbox. Engati powers conversations across 14+ channels and stitches them into a single inbox, providing an easy gateway for your customers to engage with your business. 


Extensible integrations

Integrate the chatbot with your preferred 3rd-party applications like Salesforce, Zendesk, Google Sheets, and more. Generate leads, collect data and achieve maximum chatbot functionality. We provide support for native integrations and custom integrations. 


Rich contextual history

No conversation with Engati chatbots is ever lost. Our state-of-the-art NLP Engine uses previous conversations to make future conversations better.


Training made easy

We understand that building a chatbot is never a one-stop process. While good innovators create good products, great innovators continuously test their products. 

Ensure that the bot that you build is well-tested and framed for a seamless customer experience.


Easy human-takeover

Your chatbot can handle around 80% of your customer queries without human intervention. But, it should be easy for your live agents to take over the more complex conversations. With Engati Live Chat, you get the best of both worlds.


Robust API

A robust chatbot API will ensure that your customers have the freedom and the authority to browse through it and find what they are looking for. It will keep the engagement intact and create an unprecedented experience. Engati chatbots can send messages as texts, carousels, buttons, and more, keeping your chatbot users engaged as they explore your brand.

In summary...

If you already have a chatbot built for your website, try incorporating these chatbot capabilities and measuring the business’ difference. If you don’t have a chatbot yet, Engati is a no-code chatbot platform where you can first opt for a free trial and then upgrade your plan as you keep exploring and building your business.


By adding an intelligent conversational UI into mobile apps, smartwatches, speakers and more, organizations can truly differentiate themselves from their competitors while increasing efficiency.
- Top AI Chatbot features on Medium.

Build an AI chatbot to engage your always-on customers


Engati Team

At the forefront for digital customer experience, Engati helps you reimagine the customer journey through engagement-first solutions, spanning automation and live chat.

Andy is the Co-Founder and CIO of SwissCognitive - The Global AI Hub. He’s also the President of the Swiss IT Leadership Forum.

Andy is a digital enterprise leader and is transforming business strategies keeping the best interests of shareholders, customers, and employees in mind.

Follow him for your daily dose of AI news and thoughts on using AI to improve your business.

Catch our interview with Andy on AI in daily life

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