The time for the Chatbots is up! In the past, Chatbots have been clumsy and not sufficiently "intelligent" to be successfully implemented in a company. The goal should be to find something that automates so much that the workload is significantly increased for the employees.
What should you think about when getting a chatbot? Here are 5 things we know our customers enjoy in their collaborations with us.
AN INTELLIGENT CHATBOT
"Sorry, I didn't really understand what you were doing."
We've all been through this over the last few years. The reason why confidence in chat bots has been very low.
Intelligence is needed if a chatbot is to work. AI/Machine Learning makes this possible. Through techniques like NLP (Natural Language Programming), a chatbot today can derive meaning from phrases that are expressed in a variety of ways, without going on single keywords.
The technology also enables the bot to understand context in dialogues, remember what was said, and then use that information to draw conclusions at later stages in the conversation.
Make sure the chatbot uses this technology, and that it's not an "old generation" chatbot.
A CHATBOT THAT INTEGRATES.
Many companies sit with a throng of old systems, with data one cannot abandon, and which is important for carrying out actions in the day-to-day business.
If a chatbot is to handle cases from start to finish, it must be able to retrieve data from the company's internal systems. Otherwise, a person with access to these systems ends up having to take over, or a case has to be set up for a human being to come back to later. And just like that, the magic of automation was gone.
The chatbot must also be able to integrate with the platforms the company meets its customers on (such as Messenger, Hubspot, etc.), so customers can access the service no matter where they are.
Ask which systems the chatbot can integrate against today, and what the possibilities look like to specifically integrate with your systems.
A CHATBOT THAT CAN EASILY HAND OVER
During the build-up of the chatbot, a phase of testing is added. There is a good chance that the bot has not learned everything that customers will ask. Therefore, during the phase when the chatbot is trained, it must be smooth to hand over to a human being.
When man then solved the problem that has arisen, it should be just as smooth to return the ball to the bot.
See if the chatbot has a chat client, and what the handover looks like.
A CHATBOT THAT EVERYONE CAN CONTROL
Companies are constantly coming out with new ones. Prices are being lowered, policies are changing, people are starting and ending. Then it is important that the company can internally adapt the chatbot to these changes, which makes it important that a user-friendly system exists that does not require a CS training to handle.
Look for chatbots that also offer a user-friendly platform for users, which can be understood in minutes.
Just because a company can build a chatbot doesn't mean they have an eye on the challenges facing the department that's going to use the chatbot. Maybe the company is experts at building systems, but have they ever had customer contact? It is important that the company that makes the service understands the world they are going to release their bot within. If it's ultimately about customer satisfaction, make sure the company itself knows how to make customers happy!
If these pieces fall into place, you have a successful journey ahead of you in automation!