Over the last few years, chatbots have gone through some major changes. Even though they were off to a rocky start, we’re now finally seeing some that are successfully designed and implemented. Now that chatbots have matured into valuable assistants, they’re ready to play their role in customer contact.
First, let’s determine the exact definition of chatbots. In its clearest definition, a chatbot is software you can interact with through chat (messaging apps), speech and even movement. In customer care, chatbots are more often used as the first line of contact with customers. Pre-programmed actions based on the customer’s command (for instance a request to change a seat reservation or one of the frequently asked questions) can be performed by the chatbot. Though this offers great opportunities to save time and money, history teaches us to be careful in how to implement chatbots exactly.
Learning from experience, both technology and human have now become adapted to artificial intelligence and chatbots. Now the first childhood diseases are cured, it is no wonder that chatbots are used by more and more companies for customer care. In 2016, already over 30,000 chatbots were active on Facebook Messenger. And as implementing functional chatbots is now easy as can be, this number will only continue to grow. Especially because the evolved chatbots allow you to work more efficiently, give the right answer more quickly. How can you make sure your chatbot meets the requirements to be a valuable addition to your customer care?
Chatbots done right: 4 elements of success
For a chatbot to be ready to assist your customer care team, all important elements must be in place. These are:
Front end: This is the interface on which the customer interacts with the chatbot. This can be like Facebook Messenger or your customer care tool like GIN.
Intelligence: This is the software which determines and sends a response to the customer. This artificial intelligence has evolved to a self-learning level, meaning the chatbot will learn from conversations to continuously improve its responses.
Integration: Find out for which contact moments a chatbot is suitable or when you should leave communication up to humans. This can vary per situation, or change as a conversation progresses.
Human escape: This is why a human escape is always advisable. In most situations, chatbots can easily handle the opening of a conversation and even finish them, leaving a happy customer. But if the conversation gets too complex or if a customer gets emotional, the chatbot should also give off a signal to its human controller to take over.
In line with the fourth element, it is important to decide what you want from your chatbot. In our vision, a chatbot is not a replacement of your customer care agents but rather an assistant. Customer care needs to be personal when needed, automated when possible. This means that the customer care agents can be supported by providing answer suggestions, and giving an automated response when the estimated accuracy is high. This way, the chatbot can increase the service speed of your company, but your customer care agents will remain in control.
Want to know more about how you can implement a chatbot? Request a free demo below and we will demonstrate the features of our customer contact tool, including our assistant GINbot.
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