While there are many Chatbots Applications and platforms available today that make it pretty simple to create a robust bot for your business, proper planning is needed to execute a project. After all, there is nothing more frustrating than a bot that doesn’t provide proper help, or gives incomplete or irrelevant answers. You need to carefully plan and build a bot that truly helps your customers.
Fuel your chatbot with data
Chatbots require adequate inputs to perform properly. Scripted chatbots are the simplest ones. You have to set up a flow yourself, which would be followed by the customers. Scripted chatbots have a closed dialogue, and they offer choices on the basis of customer inputs and reset rules. Advanced, Chatbot AI solutions have more possibilities. It allows you to construct full open dialogues, which can then be optimized on the basis of performance with the help of AI technology. AI bots learn both from your inputs and from customer queries. You can integrate the technology with your CRM, ERM or contact center to develop personalized experiences. An advanced, AI chatbot that is equipped with adequate data and necessary functionalities, can do a way more than answer routine questions. It can recognize customers, handle transactions, conduct verifications, execute tasks, and more. AI helps in recognizing customers and their questions, and avoids incomplete or irrelevant answers.
Personalize conversations
While a level of personalization is definitely important when delivering Chatbot Services, it is also important to not get too personal. Your chatbot needs to have the right tone of voice, based on your brand appeal. After all, a law firm and a trendy fashion brand will not have the same conversational tone. You also need to allow the conversations to flow naturally, and use sentences that are brief and understandable.
Taking chatbot to Live Chat
At times, a query can be too complicated for the chatbot to answer. In such situations, a process must be in place that allows for an easy and fast hand-over to or take-over by an employee. If a query cannot be solved, the chatbot can ask the customer if they want to be re-routed. You must never compromise on the quality of customer communication. While a bot is definitely convenient and even preferable by customers in many situations, for certain complex service questions, human input becomes important.