If these issues or the bad chatbots sound familiar, then you can do something about it! Do not underestimate the potential impact of a poorly performing chatbot, even if your customers have other options for interacting with you. They may leave and not return. It can also drive an increase in contact centre call volumes as customers still need help or want to complain.
Furthermore, if the customer in questions is online using a chatbot then they are likely to be happy to vocalise their frustration on a company’s social media channels. Resulting in their experience being shared with many more customers.
Make sure your chatbot is built to do what is supposed to do. Do not be overly ambitious with the breadth and scale of options to offered initially – the priority is to provide a service to customers and build on that. This might be as simple as some questions and several potential answers but if it meets the customer requirements in a faster, more responsive, and transparent way then it’s a great first step.
Take the empowerment principle seriously. If possible, offer the customer an option for the chatbot conversation to be passed to a human counterpart if it cannot find the solution. Even better, use AI tools to monitor sentiment and act if the customer becomes frustrated.
Despite these examples, chatbots, when designed and built well, can offer significant benefits. They can engage customers to provide the simple services, reducing the demand on contact centres, releasing capacity to focus on more complex issues.
A customer who has a good experience with a chatbot is likely to return and use that service again. In parallel, chatbot capabilities can be built up over time so that they take on more and more services as and when they and their customers are ready.