By Mandy Reed, Marketing Manager (Global)
Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information. Many more organisations around the world either have a virtual agent on their 2019 roadmap or are considering adding one. Yet, despite all the success stories, there are also stories of failed implementations and conflicting messages about artificial intelligence (AI) that are giving decisionmakers pause.
The explosion of interest in chatbots over the last several years helped bring attention to the technology but has left the market confused with media hype and a growing number of new, inexperienced vendors trying to break into the industry. It can be difficult to know how to select the best technology and implement it for long-term success, but organisations shouldn’t let this deter them from plans to offer a conversational self-service tool.
Top Tips for Implementing a Chatbot or Virtual Agent in 2019 addresses the most important items organisations should consider when evaluating and deploying this technology with eight actionable recommendations covering topics including:
- Building your business case around the right key performance indicators (KPIs)
- Selecting a technology that fits with your roadmap and provides the necessary security and integration options
- Collaborating with a vendor that can provide expertise beyond just the technology
- Implementing your solution to create a seamless omnichannel experience
- Keeping your solution accurate and up-to-date with the right combination of humans and AI
Chatbot and virtual agent technology continues to change quickly, and organisations need to keep in mind that the technology of 2019 is not the same as that of even a few years ago. Educating yourself – and others in your organisation – about the current capabilities and deployment options of these solutions needs to be the first step in your chatbot or virtual agent journey. Companies with failed chatbot implementations or tools that haven’t kept pace with more recent technology developments will also find these eight tips helpful to determine next steps for finding a replacement solution.
Download Top Tips for Implementing a Chatbot or Virtual Agent in 2019 for help with selecting, deploying and maintaining a successful self-service solution this year.