Chatbots are gaining ground. According to a current studies by Juniper Research, artificial intelligence and virtual assistants will revolutionize the service industry fundamentally by 2022. Companies can save up to $8 billion a year by innovatively expanding their processes. But what defines a good chatbot and how can you make the most of the current technological options? Three tips for strategic planning.
1. Focus on the user
The user is at the centre of all chatbot systems. He’s the one who has to communicate with the bots and get involved. Therefore it is inevitable to know the person at the keyboard and to adjust to him/her. Chatbots are always most effective when they know the preferences of the user and personalize their behaviour accordingly.
Messenger bots are particularly useful for personalization missions. Whenever a user starts a chat, the company knows not only the identity of the user, but also his interests and past interactions with the system. AI creates a unique, personalized experience that improves with every conversation.
2. Chatbots with personality
It is important that the bot, even if it is a machine, has a personality. Even if the user is ideally aware that he/she is talking to a chatbot and not a service employee, he/she still expects a certain empathy behind the words.
Many companies are tempted to create a colorful bouquet of personalities for their bots, but as it counts for classic marketing aswell, consistency is the key to success. The chatbot should be designed to represent the company and reflect its values and company culture.
In order to make the conversation really tangible for the user, the bot should also be able to hold short small talk independently. With applications like Api.ai or Wit.ai, this character trait can be integrated without any programming skills at all.
3. The unknown as an opportunity
In any conversation, the moment can occur when the system no longer knows an answer. The situation is not so much different from that of the classic service staff, when they reach their limits. But as they refer to a superior or expert, the chatbot can pass the message on to a human interlocutor.
This change is no problem for Messenger Bots. The chatbot just answeres that a service employee will get in touch. The user then receives a message on his or her telephone when the problem is solved.
Of course, there are also the user questions to which there is no answer. Up to 70% of the uncertainties that currently arise in chatbots are based on the attempt of users to explore the bots’ limits, according to current analysis evaluations.
Chatbots represent a great opportunity for companies, but they require detailed initial planning of an accurate user and interaction path. The various interactions must be foreseen and programmed. However, the longer the bot is part of the communication and service, the smoother and more dynamic the conversation becomes.