Things to keep in mind before choosing the right ChatBot for your business
As technologies are evolving, businesses are looking at advanced ways to connect with customers to gauge current behavior.
Chatbots are the latest craze in the market. They are fascinating and it seems that everyone wants one for their enterprise.
What is a ChatBot?
At the most basic level, a chatbot is an artificial intelligence software that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person.
Chatbots have transformed the face of customer interface and also brought about a drastic change in the way businesses make decisions. Customer service chatbot has grown as a viable choice for businesses for customer support solutions.
What do you look for in a ChatBot?
A chatbot is a must for every business today to improve profitability and save costs. A custom chatbot is considered as the best tool for lead generation which provides business insights through data analytics. Check out Kapturechat to unveil the best of customer support.
Courtesy of advanced AI-powered chatbots, businesses can, today, scale its customer service and sales interactions infinitely. However, with such a huge number of players in the market, it can often seem hard to truly identify what works and what doesn’t.
How to choose the best chatbot for your business?
Think about your target audience
Like every business that has a target customer base, the chatbot too must have a target audience. It is of utmost importance to remember that the chatbot should serve as the bridge between you and your customers. The bot should be able to understand the preferences of your customers and cater to their convenience.
Define objectives
Identifying and narrowing the specific tasks or areas you want to automate would yield maximum benefits. Carefully consider factors such as the platform where the chatbot would be used, the queries it would answer, the queries it would route to a human customer care executive, and how it would manage the hand-over process smoothly.
Define your value proposition
The value proposition involves ensuring that the most vital factor of your business is given prior consideration. It determines whether your customers will come to you or leave for your competitors. A higher value proposition might require AI or ML capabilities; so gauge and determine your value proposition to select the right chatbot that fits your budget and your business requirements.
What is your response speed?
According to the 2018 State of Chatbots Report, customers look for quick and easy answers. Customers might get frustrated if the answers are delayed. The appropriate selection of chatbots can help you avoid such kinds of delays effectively. When dealing with a complex issue, make sure that your chatbot has the potential to collect information quickly without delay. If there is a need to direct the query to a human customer care agent, it should be fast and seamless.
Evaluate features and functionalities
Evaluation helps your business in determining the essential features and functionalities required from a chatbot to run your business successfully. To begin with, you could create a set of standards that would analyze all solutions. Decide on which features are required, such as NLP, integrations, contextual awareness, analytics, and so on.
Adopting the right technology that aligns to your organizational goals as well as customer expectations is essential. Now, you might the question - What are the traits of a good ChatBot?
In order to simplify your doubt, let us look at the key factors to consider before choosing a chatbot platform :
Advanced Natural Language Processing
An enterprise-ready AI-powered chatbot uses advanced Natural Language Processing to understand customer requests in their language and respond appropriately in a friendly and conversational way and should have at least an 85% accuracy in its ability to understand and respond to your customers.
Easy Channel Integration
Your customers are on multiple channels and your chatbot needs to be available there too. There is no point in a platform that cannot help you leverage the AI built on a cross-domain and across channels.
Easy Backend Integration
More than half of the pain in chatbots does not come from the AI but actually from their ability to integrate and truly be useful.
Enterprise-Grade Security
It is imperative to have the highest level of security for your enterprise conversations. This might mean a complete on-premise set up, a hybrid set up with some data stored on your enterprise servers, or a complete cloud solution with the highest levels of encryption.
Sentiment Analysis
Look for additional features also like sentiment analysis. It is important to see how your customers are reacting and where you can enhance the experience while choosing the right chatbot platform for your enterprise.
Hybrid Chat
The best bots have the ability for seamless escalation to human agents to ensure high customer satisfaction. The right chatbot platform for your enterprise should have an easy-to-implement method for agent handover and is ideally an out-of-the-box system that will reduce your time to go live and resolve customer frustration.
Intuitive Dashboard
An intuitive, built-in dashboard that allows you to track the performance of the solution in real-time is probably the most understated point when people consider the right platform. To ensure success, you need to track conversations, see the success and failure, track ROI, and truly understand the usefulness of the chatbot.
Contextual Understanding
There are many bot providers that talk about AI but ensure that the system you choose can hold context. This means that when your customer asks a followup question, the bot knows what your customer is talking about rather than the bot requiring to ask previously provided information again.
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