Despite good intentions, a call center will be always slower in responding. But technology has opened the door to a faster and simpler solution:...
What happens when the chatbot fails?
This is an extremely frustrating situation for the user, who has turned to artificial intelligence to solve any doubt or problem.
Why does the chatbot sometimes not know what to answer?
This is an extremely frustrating situation for the user, who has turned to artificial intelligence to solve any doubt or problem. Sometimes the smart chatbot… isn't that smart. Or rather, does not have a supervised learning method or has not been well planned.
How many times the chatbot returns errors to the user, does not know how to answer or gives the wrong answer.
repeats the same answer over and over
does not understand the meaning of the question and gives a wrong answer
does not recognize the nuances of meaning in the question
does not have a sufficiently developed personality
The chatbot wasn't trained and tested enough, and now you are users are the testers. In short, in this case it is not the chatbot's fault if customers don’t get the correct answer, but it is still necessary to solve the problem.
If the bot doesn't work, the company that uses the chatbot risks to lose credibility online or seeing reduced conversions.
What happens when the bot fails?
Predicting what the chatbot will do from time to time in front of user input is the task of experienced AI programmers. The reactions of the user when the chatbot can’t answer, however, are easy enough for everyone to comprehend.
Anyone who has been on the customer's side knows perfectly well how it feels: frustrated, nervous, unable to proceed with the activities they would like to do on the website. The consequence? Possible customers will leave the website, will write a bad review or will change supplier to get the product or service faster and more efficiently.
On the other hand, something very serious has happened to the company: it has lost a lead. He lost a potential customer who, frustrated by the experience, could also undermine his reputation online and beyond. In short, we must run for cover.
If the chatbot worked well, it would solve some fundamental problems. Let's see one: decreased impact on customer service.
Speed is a key factor for those who want to win the trust of a customer. When a consumer contacts a brand for any reason, they demand quick responses: for 53% of respondents in a Gladly survey, speed is one of the most important factors in judging a company's customer service. The better your customer service, the better the chance that that customer will come back to buy from you.
The website Getjenny says: “In general, we see around 60-90% of all chat issues solved by a chatbot, where 10-40% get transferred to a human agent, either through live chat or when the chatbot opens a ticket with your customer service ticketing system”
Here the problem is overload of the PBX / email support, and the solution is the optimization of the chatbot. Check our service to train and test your bot.
Sentiment on social media / corporate reputation.
What are the tangible benefits that can be achieved with a chatbot?
More engagement, higher conversion rate, better communication. Marketing is once again enriched with a communication that is closer to customers and more and more personalized.
It automatically solves requests at any time: we think of those who surf at night or on holidays, for example.
The Brand is personified. Even if virtual, your brand will have an identity. The user will have the perception of communicating with your company and having immediate answers to her questions; working like this can probably avoid many complaints on social networks.
Huge impact on the CX
For example: a user that has a problem and discovers it on Saturday afternoon can’t wait until Monday morning to solve the problem. If the chatbot would work well, the bot could process the problem immediately and user could have a pleasant experience with the brand. On the other hand, if user must call the customer service and wait for hours that someone answers him it will not be a pleasant memory of his experience.
These are the reasons why Chatbots are becoming an indispensable support tool for marketing, sales and customer service today. Chatbots are a winning solution for all sectors where you need to interact frequently with large number of customers.