ROBOTWITHPHONE-09
ROBOTWITHPHONE-09

Chatbots - Part 2 - Implementation

WHEN IS THE TIME TO USE A CHATBOT?

Ebbot or other chatbots are not Google. What distinguishes a chatbot and Google is that a chatbot interprets the language and provided there is a match between the interpretation and the intent of the customer, the chatbot can answer a question or, for example, guide the customer

Example:
Your company rents movies online and the customer asks for an action movie. A chatbot can then be programmed to, based on you want to watch an action movie, ask you a few counter-questions in order to give you the best answer possible. Tex, do you want it to be a new movie? Do you want an English-speaking movie or would you like to see one from france? Do you have any requests for a special actor, etc.

EXAMPLES OF TASKS THAT EBBOT IS MORE THAN HAPPY TO HANDLE

  • Invoice queries
  • Sending passwords or confirmations that have been lost
  • Router, wireless network, TV boxes, or other technical equipment connection guides
  • Upsell
  • Appointment
  • General information and directions
  • Sending travel documents

WHAT SHOULD YOU CONSIDER WHEN CHOOSING TO HIRE EBBOT?

  1. If possible , start from statistics.
    What are your customers wondering? What are they contacting you about today? If there are case statistics and call data, you should start from this.
  2. Test internally
    Try Ebbot on your employees and optimize accordingly. Customer service staff know how your customers ask the questions and are thus good at calibrating
  3. Launch early
    It's better to launch early and optimize Ebbot based on what your customers don't get answers to than to wait and try to cover everything from the beginning. By constantly starting from what your customers are asking about, you focus on the right things.
  4. Treat Ebbot like an employee.
    Just as you follow up and further train your staff based on solution level and customer satisfaction, you should do the same with your chatbot.

That's it for today. The next post focuses on the strength of two-way communication via, for example, messenger vs traditional SMS mailings.

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