Conversational interfaces like chatbots are becoming a popular medium of support in many organizations. There are numerous benefits to having one that range from cost cutting to better customer support. Here are some thoughts on factors to consider when making a chatbot.
- People want to know more
A chatbot is a relatively new interaction platform that is yet to become mainstream. However, people are already accustomed to working with apps that provide the same function. Siri, anyone? People are willing to learn about and use chatbots for their banking needs, for example. This means there is a genuine interest among patrons for communicating through different channels. Therefore, chatbots can be introduced as a supporting interaction platform to the existing support systems.
- Curiosity can evoke a few unexpected questions
You may have seen screenshots on the internet of answers Siri has given to some really bizarre questions. The same thing happens with chatbots. Questions can range from simple and straightforward to downright offensive. That’s all part of the deal because people are curious to know what the chatbot can do. They want to maybe see if they can evoke similar hilarious responses from it. Whatever the reason, it shows that people are using chatbots, even if in unexpected ways.
- Acclimatizing people to chatbots is important
A large number of people understand the concept of chatbots or, as they prefer, banking assistants but are unable to move beyond using standard commands. Of course, they will use commands that are useful to them but a more in-depth exploration can add real value to their experience. People should ask more open-ended questions to fully see the potential of chatbots. This is possible only by educating customers – through emails, adding engaging features, and encouraging them to make use of the feature whenever they interact with the bank.
- Chatbots cannot thrive without a human companion
Some questions are best answered by a human. There are times when a chatbot will just not cut it. While chatbots bridge an essential gap between the customer and company, they don’t yet have the empathy to understand how a customer feels. But imagine having to go through a series of automated messages to get to an agent. This can be frustrating and time-consuming. The best solution would be to integrate the chatbot with existing support process to ensure faster solutions.
- Engagement should be ongoing
Initial reactions to any new feature will always be enthusiastic. It is something that people haven’t yet seen and experienced. Once they know how to use it the enthusiasm slowly dwindles. And if not tackled immediately, they will revert to using traditional mediums of support. By updating chatbots to include the customer’s journey, you are making them seem more human than they actually are. If a chatbot is provided basic information about the customer, such as name, age, location, activity, it can determine the most appropriate response and send it at a convenient time. It is important to not overdo this by spamming the customer’s inbox. It can make them stop using the function altogether. It is important to find smart ways to engage customers.
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