The promises offered by the latest chatbots support are rather dreamy. When you want to upgrade your customer support team, the next best solution would be Chatbots. Support from a chatbot is both sophisticated and interesting to work with. In this post, you will read about a few considerations you need to keep in mind while choosing a bot for support.
Chatbot support is built upon technologies like machine learning, natural language processing and artificial intelligence. The technology handles huge volumes of data to understand what the customers are talking about. Based on the conversation, bots tend to generate responses. Indeed, the bots can mimic human conversations very easily. The staff and skill required for implementing chatbot support tools are often underestimated.
The Chatbot Support Accuracy of the Engine!
First things first, how accurate the chatbot support engine? This should be your primary concern. The chatbot must be capable enough to understand the concerns of the user. Big or small, every business needs to maintain a high level of accuracy in the bot responses.
With more and more customer support teams, Chatbots will be placed in the front tier. The goal is to cut down on the number of calls that are redirected to customer support engineers. In order to achieve this, the bots need to have a highly accurate engine.
Support for the Engineer Supporting the Bot!
Now, a lot of businesses are unaware of how important this step is! Most companies look for this magical technology that offers virtual assistants. They want to leverage their benefits in their business. However, the customer support team cannot be replaced as “chatbot support”.
Instead, the chatbot needs to be used to “help” the human involved in the task. This makes customer support a hybrid approach. Never consider only bot support, and change the model. Rather, you need to focus on the problem stage by stage, and integrate bots, with humans in the loop.
It Always Take Time!
Getting used to chatbot support, and making the technology work always takes lots of time. You cannot expect a drastic overnight miracle. This is because Chatbots need to learn and upgrade their knowledge base. For this, the bot needs to be exposed to many open-ended questions. And, questions can come in levels of complexity. This, the bot needs to understand and handle with utmost accuracy.
Most businesses consider chatbot support as a long term enhancement. And, this is so true!
Chatbot Support Channels!
Moving on, chatbot support needs channels that would help in understanding what the user actually needs. Designing improper conversation workflows, and bots not understanding what is asked can be the biggest setback in this technology. A major reason behind this would be incomplete or improper goals in your bot design.
Another reason behind the chatbot support going wrong would be deploying them in the wrong channels. Call centre support was found the day mainstream communication started. Today, it has spread into various mediums like Facebook, WhatsApp and so on. Thus, your chatbot support needs to be placed within the right channel. “Relevance” of the bot in your channels is highly important.