shiwaneeg

I am a marketing intern at Valuefirst Digital Media. I write blogs on AI, Machine Learning, Chatbots, Automation etc for House of Bots. ...

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I am a marketing intern at Valuefirst Digital Media. I write blogs on AI, Machine Learning, Chatbots, Automation etc for House of Bots.

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5 factors to keep in mind while building chatbots for customer service

By shiwaneeg |Email | May 1, 2018 | 9513 Views

An increasing amount of businesses are beginning to realize the value of chatbots. This AI-powered technology is facilitating companies in providing an advanced level of customer service, while also benefiting their bottom-line by serving personalized deals and promotions. Chatbots are a cheap & effective feature that can provide an array of benefits to your business.

Organizations today are increasingly incorporating chatbots into their business, especially within customer service relations. Chatbots make it easy for customers to listen to their queries & problems.

The following factors can assist customer-facing organizations as they consider how to make their chatbots entirely effective, approachable and effortless to interact with.
1. Trust Building

Chatbots doesn't need to pretend to be a human. Customers prefer authenticity with the software, user experience and platform the chatbot is integrated with. You must let users know when the bot understands or doesn't understand user questions, responses or needs.
2. Problem-Solving Feature

You should be able to develop a clear idea of what the end user demands. So, there is a focus required on defining a specific need & feature in the chatbot. Or, also using chatbots to seamlessly accomplish or adding more features to enhance user experience.
3. Curating the User Experience (UX)

It is very important to explain users what the chatbots can help to accomplish. Chatbots should be programmed in a way to avoid user loss and provide suggestions or explicit directions to guide users along their queries. Chatbots should be allowed to deduce context to streamline the user experience when possible.
4. Design An Ecosystem Experience

You must design chatbots keeping in mind how multiple teams can contribute to the conversation path and insights, while also retaining consistent user-to-user engagement. Chatbots should be designed in a way that seamlessly connects to key systems to automate routine tasks.

5. Optimizing Over Time

You must design chatbots that can make logs about ongoing conversational history and source any available information about users, with their permission. Chatbots should also be able to learn and evolve over time, both to customers' individual needs and general user behavior, evaluating and refining the experience continually.

As the chatbots' value to customers is increasing, businesses are continuing to learn about how to best employ them. 

Source: HOB