By Mandy Reed, Global Head of Marketing
When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? Do your customers have to guess the correct keywords to enter or know specific terminology to locate the right information? Are users repeatedly told by your chatbot to try rephrasing an input that doesn’t have a direct match in the system?
All of these scenarios provide a frustrating, negative self-service experience. They often lead to an escalation to a live chat session or a call to the contact centre for resolution, meaning your support agents are left to deal with the immediate impacts of that poor experience. With digital self-service such an important piece of customer support, a chatbot with these limited capabilities is detrimental to the success of your customer experience (CX) strategy.
This is why using a high-quality conversational AI technology to build your chatbot is so important. You want your chatbot to engage with users conversationally. That isn’t possible with basic bot platforms which act more like simple FAQ tools or don’t give you options for backend integrations.
Engaging ‘conversationally’ doesn’t mean that a goal of your chatbot should be to make users think they are chatting with a real person. It’s always best to be clear that it is an automated self-service tool. Customers appreciate transparency about whether they are using a human-assisted or automated digital support option. The last thing you want to do is make them feel tricked!
Here are a few ways to create the right conversational engagement through your chatbot:
- Create a conversational tone – Just because you aren’t trying to make users think they are talking to a real person doesn’t mean that you must make your chatbot’s responses sound stiff and bland. Craft your responses using a conversational tone that reflects your brand and has the same type of language you use on your website and in customer communications.
- Understand free text inputs – There is more than one way to ask the same question, and in a conversation both participants understand this. Ensure your chatbot is trained to respond to the various ways users can word an input rather than requiring a specific keyword or phrase. This includes taking into account both common synonyms for your language and region as well as those for your particular industry, products, and services. And on occasions when a user’s input can’t be confidently matched to a response and the chatbot asks for the question to be rephrased, also offer some clickable suggestions or possible related FAQs to improve the experience.
- Craft conversation flows – Adding customised conversation flows enables your chatbot to guide users through a process step-by-step in a very natural, conversational way. These flows are perfect for troubleshooting account or device issues, completing a form with the chatbot, or pinpointing a very specific piece of information to assist the customer.
- Deliver personalised support – Integrate your chatbot with backend systems so it can provide customised responses based on that customer’s current account, subscriptions, orders, etc. Using sophisticated slot-filling functionality also enables users to authenticate within the chatbot at any time to create a seamless and more personal conversation.
The best conversational AI technology for customer support chatbots uses a blend of machine learning and natural language rules. This lets you take advantage of recent innovations in machine learning so your chatbot is constantly improving based on your users’ activities. At the same time, it gives you control over the AI so you can ensure your chatbot is using those learnings to continue providing accurate, reliable responses in a conversational way.
If you currently have a chatbot that’s failing the conversational test, check out this eBook on Conversational AI Issues & Solutions for ways to improve your solution.
If you don’t have a customer service chatbot yet and are concerned about choosing the right conversational AI technology, check out this Guide to Selecting a Virtual Agent or Chatbot Vendor for some insider expert tips.
A chatbot can be a valuable self-service option for your customers, but it must be backed by a high-quality conversational AI technology – with an emphasis on conversational.