More and more organizations are deploying chatbots in an effort to automate and improve their customer service channels, but all too often, these deployments are ending in failure. This happens for a number of reasons. Frequently companies aren’t strategic about where and how they deploy their chatbot, or they choose the wrong bot for their needs, and their chatbot isn’t intelligent enough to understand natural language or handle the types of customer questions they receive.
Sometimes the problem lies in the interaction itself: the experience might feel inconsistent from previous brand interactions, causing customers to lose trust in the chatbot, or interactions could feel too robotic, which is frustrating, and often leads to customers picking up the phone to call an agent, completely defeating the purpose of the chatbot deployment.
To be a success, your chatbot must rival the level of service your best agents provide. It’s essential to choose the right level of technology for your needs, and train your chatbot so that customers are able to interact naturally, and receive natural, insightful responses in return.
If you’re ready to deploy a bot to improve your customer service, follow these tips to ensure you deliver an experience that’s virtually indistinguishable from your best human agents.
1. Talk in the First Person
Your chatbot should communicate the same way people communicate. Phrases like “How can I help you?”, and “Is there anything else I can help you with today?” are first-person phrases that go a long way to make the interaction feel human and engaging.
2. Use a Conversational Tone
Wherever possible, use a conversational tone. In situations where your chatbot needs to provide legal or policy information, preface it with conversational human sounding language, like, “Here’s what I found for you. Click this link for the details of your policy.”
3. Stay Aligned with Your Brand
Chatbot interactions have the potential to deliver quick resolutions to a customer’s immediate concerns, which make them great for building stronger relationships with your customers. Be sure to use language that is consistent with your brand. You don’t want the chatbot experience to ‘stand out’ as something that doesn’t quite match the feel of the rest of your digital experience.
4. Be Consistent with Agent Best Practices
Make sure your chatbot experience mimics your agent best practices. For example, chat agents know to offer answers and information one piece at a time, rather than dump a long block of text into a conversation all at once. Your chatbot should do the same.
5. Make Handoffs Feel Personal
There will always be occasions where your chatbot has to hand the conversation over to a live agent. Ensure that the context of the conversation is preserved. Your agents should have full insight into what was already discussed so that customers don’t have to start over or repeat themselves. A ‘blind’ handoff will undo all of the goodwill you built up during the chatbot interaction, and leave the customer feeling as though the whole interaction was impersonal, mechanical, and a waste of time.
For more information on how to deploy an enterprise-ready, intelligent chatbot that will exceed your customer expectations, contact 7.ai today.