There is no worse experience as consumers than when we try to contact a brand and find a new communication channel that does not finish offering the service we expect.
The adoption of chatbots in companies continues to rise, and it is expected that 80% of companies have a defined project to integrate this technology into their processes before the end of 2020.
Although chatbots can make some tasks easier for both providers and prospects, these systems will reflect their success compared to the user experience they provide.
Avoid bugs that can harm your users’ experience by using chatbots with these tips:
What Are Chatbots?
Chatbots are software programs designed to interact with a user and answer their questions.
There are two types of well-differentiated chatbots: some that are capable of giving simple answers to simple tasks, using keyword-activated “conversation trees”, and others, powered by Artificial Intelligence and Natural Language Processing, which offer greater semantic coverage.
Chatbot Bugs & How To Fix Them?
The user does not understand the value of the chatbot. It is essential that, during the design phase, the value that the chatbot will offer to the user is located and established.
It is the task of the project leaders to find relevant business situations that can be solved with the automation offered by a chatbot.
For the chatbot to be a success, you have to be able to improve the user experience when it comes to relating to your brand and adding value to the processes in your business.
If the chatbot is going to offer support to your company’s internal team, look for situations where the system complements the professional’s work. Make users part of the development, know their needs and demonstrate the added value of the tool.
What To Take Into Account To Avoid This Failure?
Ask yourself exactly what process will improve the chatbot in the business chain.
Is adopting a chatbot the best way to solve the problem, or are you simply doing it by starting to use technology?
The Chatbot Does Not Have A Smooth Conversation
One of the most frequent debates when adopting a chatbot in a commercial process is whether it will offer a better service than a human performing that task.
While it is true that more than half of consumers prefer to use a chatbot to be attended by humans, if this will save time, and that chatbots with AI and Natural Language Processing (PLN) can automate many tasks Positive for the business, an end-to-end free-flowing chatbot can be frustrating.
No chatbot today will be able to have a smooth free conversation. However, at DAIL Software we have been able to provide our systems with the ability to not only lead the user in that conversation tree but also to be able to return them to already executed points and that the machine offers different alternatives to the delivered at first, with the goal of better simulating human-to-human dialogue and to some extent avoid those error looping issues that other conversational assistants have.
What To Take Into Account To Avoid This Failure?
- Does the chatbot have a logical conversation path?
- Is the chatbot clear about the input structure and each step during the dialogue?
- Were the chatbot limits set correctly during development?
- How will the chatbot act when a limit is crossed?
Conclusion
Although there is room to make many more mistakes when adopting chatbots in business processes, these are the priorities that, in our experience, every leader should take into account.
If you commit to following these strategies, then you should be on the right track towards the successful adoption of chatbots in the business.
