When you launch your first conversational chatbot it’s like you are launching a new venture. There’s a lot of planning and apprehension involved. You do your research and fine-tune your plan, knowing that the more effort you invest early on, the better the business will be in the long run.
Bots, like new projects, may not be a resounding success right away, and it may be impossible to achieve customer service goals right away due to a number of widespread errors and ignorance. However, if you are mindful of the possible risks you’ll be more likely to avoid them.
Here are four common mistakes to prevent if you want your conversational AI bot to have the greatest chance of relieving customer care tension and increasing consumer satisfaction.
1. Not strategizing chatbot usage and unfit use cases
There must be a strategic justification for adding new technologies to the industry, just as there must be a strategic reason for introducing a different technology pattern. Adoption of technology just for sake of adoption can be costly and inefficient. Given that, not all new innovations will bring real value to your business.
Despite the fact that chatbots are becoming more common, they might not be the best tool for every business if the use case is not thoroughly researched. Often companies are so enthralled with new technology that they rush to introduce them without realizing the user’s benefits. Before introducing a chatbot, consider whether you have a compelling use case. Choose carefully what you expect from this technology, and determine what result you want to achieve by incorporating a chatbot into your website or social media channels.
2. Implementation mishaps
It’s not surprising that so many businesses are interested in investing in chatbots these days. According to Gartner, companies who use a chatbot as part of their overall customer service plan saw a 70% reduction in the calls, chats, and email inquiries to customer service personnel, and increased customer loyalty and satisfaction.
Using chatbots to automate responses to basic consumer queries not only decreases call volume but also frees up agents to address more complex issues. Conversational bots are also available 24 hours a day, allowing customers to get the answers or information they need, to request a service or to shop for products, depending on the use case of each and every chatbot.
Chatbots obviously bring value to customer service — but only if they’re carefully used and implemented. The most successful bot strategy attempts to supplement rather than replace the human agent. This entails using chatbots equipped with natural language processing and sentiment analysis to detect when consumers are irritated in order to channel them to human agents for better assistance. As a result, experiences become more personalized, effective, and reliable.
3. Ignoring bot-agent handoff scenarios
Although certain customers prefer to communicate with a chatbot rather than a human agent, they should not be forced to do so, nor should they be trapped in a bot relationship with no way out.
This is a common misstep, particularly when introducing a chatbot for the first time. Companies who are eager to adopt modern technologies may overlook the fact that some consumers prefer more traditional channels.
As a result, you should always have the ability to switch from a bot to a live agent, and the system should be set up to automatically pass requests to a human when necessary. Customers would value the right to choose the channel that best meets their preferences and needs.
Standardized questions can seem to be a good fit for chatbots. They are, however, often unsuccessful when dealing with complex consumer issues or unsatisfied customers. For this kind of assistance, live chats, or even a combination of live chat and chatbot, could be useful.
4. Not testing the bot
Chatbot effectiveness is challenging, and promises better ROI only if the chatbot is successfully deployed. A combination of pre-launch tests and post-launch testing will assist businesses in developing successful chatbots.
- Firstly, chatbots must first go through general testing in order to scale and do better. This entails assessing the bot’s conversational flow which involves testing general questions and answers that are supposed to be answered by even the most basic chatbot. The best practice is to begin testing broad questions and use cases, then gradually move to the edge cases.
If the chatbot fails general checks, the rest of the testing is pointless. The goal of introducing a chatbot in place is to keep the dialogue going; if they fail at the start, the user is more likely to leave the conversation, adversely influencing key chatbot metrics such as conversation rate and bounce rate.
- Secondly, consider that some users will enter a meaningless sentence or an unknown phrase. What will your chabot say in response? Of course, it is impossible to predict all of the irrelevant info that users can bring to the discussion. As a result, the developers should prepare “emergency responses” for such exception scenarios.
- Thirdly, don’t forget to test the UX aspects of the chatbot, as the design of the bot is also important and a key factor in the performance of the user experience. When there are active users on a chatbot, A/B testing is the most powerful way to evaluate various aspects of chatbot functionality.
Chatbots for businesses will improve the quality of the processes and will be available 24 hours a day, seven days a week. Customers anticipate a straightforward, factual and emotionally intelligent dialogue. Knowing your customers well is the first step in creating the ultimate conversational bot, and be mindful of the above-mentioned mistakes that businesses make while designing and developing a chatbot.