More and more companies are relying on chatbots to manage customer interactions and facilitate the work of service teams. But what are the secrets to getting the most out of this technology? In this article, you'll discover how to create an effective customer service chatbot by following a few simple rules.
What is a chatbot?
From a technical standpoint, a chatbot is software that simulates a human conversation in written or spoken form. The simplest versions receive a request from the user, perform a keyword search of a database of articles, and return a response. For more information, visit this weblink. The more advanced ones, on the other hand, leverage artificial intelligence (AI) and offer a more natural interaction between humans and machines. With chatbots, customers can get answers quickly and at any time, while customer service agents can use their skills and emotional intelligence to handle the most complex requests. However, for a support chatbot to be truly useful and return satisfactory results, it must be built according to specific rules.
Some rules for creating an effective customer service chatbot
The chatbot should have a name, personality and interaction rhythm that reflects the company's brand. It should be presented as a bot from the start, so the customer knows it's not talking to a human being. It should use welcome and thank you phrases: these are essential for the customer to feel comfortable interacting with a machine. It should immediately make clear what it can do in each situation. For example, it may display a menu with 3-4 options related to the web page or application screen from which the customer is sending the request. It must be able to understand different ways to make the same request. Natural language processing allows the AI to interpret how each customer expresses themselves and respond accordingly. It must use messages that imply it is present and listening. A one-way conversation is immediately perceived as artificial or unsatisfactory.