7 Must-Have Features For An Intelligent Chatbot

 

The future facet of customer support is gradually changing to conversational support with the increase in AI-driven chatbots and machine learning technologies. Almost all digital channels are being redefined by the use of AI chatbots and are enhancing customer experience across all platforms. Chatbots foster the aspect of customer loyalty and improved customer experience by providing personalized experiences and quick, accurate customer engagements across sales, service, and marketing. We all know what an AI chatbot is. It is a highly intelligent computer program that simulates human conversation and provides support through text and voice calls. But how to choose an intelligent AI chatbot?

According to data, “85% of customer interaction will be handled without human agents by 2021.”

AI chatbots, when they were initially introduced in the customer support sectors, they were only able to execute rule-based commands. This often led to poor customer experiences and a gradual decrease in the CSAT rate. Chatbots back then lacked several features that could make it what is today called an intelligent Chatbot. 

7 Characteristics of a great chatbot

With technological advancements, Chatbots were improved and today chatbots like Kapture’s AI chatbot have several useful features that make a big difference in your CSAT rate and create a customer experience. Here are 7 top AI chatbot must-have features that could change the way you manage your daily customer support operations. 

1. Omni-capable

Customers choose their preferred medium of communication while interacting with brands. One of the major AI-based chatbot features is to be available and provide necessary support wherever required. With an Omnichannel presence, Chatbots will be able to converse seamlessly across multiple channels and digital platforms. Along with that retaining data and contextual information is also important for creating seamless experiences. Along with being present everywhere, with Omnichannel presence chatbots can redirect certain queries to the right department if necessary. 

2. Powerful Integrations

If a chatbot doesn’t integrate and work well with your CRM and other applications then it is not an intelligent chatbot choice for your business. One of the major AI-based chatbot features is powerful integrations. By integrating common applications and other processes, chatbots can provide a seamless and real-time customer experience. Kapture’s chat suite which includes AI chatbot, live chat, and hybrid AI agent can seamlessly integrate with hundreds of popular applications and a CRM platform. To understand more about Kapturechat’s API integration talk to their experts now. 

3. Multilingual Capabilities

Language barriers lead to frustrating customer experience. If you have a worldwide customer base, then your chatbot must have an efficient multilingual feature. A good chatbot allows businesses to set up end-to-end bot flows in the preferred language of their customer and will provide a seamless customer experience across the globe.

4. Easy Live chat transfers

Some customers especially in customer-centric enterprises often prefer communicating with a live agent. It is of utmost importance that the chatbot provides this option to customers to improve the CSAT rate. An AI-based chatbot should be able to transfer customers to an agent with the complete context. This will further help the agents in providing accurate resolutions without having to make the customer repeat their concerns all over again. 

5. Personalization 

Customers love personalized support. Modern-day chatbots should have the feature of deploying emotional intelligence and interact with customers accordingly. An intelligent Chatbot should be able to adjust their language and tone based on the context and show more empathy towards the customer. By personalizing the customer support through chat conversations customers feel more connected and will stay loyal to your business. Kapture Chat’s AI chatbot provides personalized, real-time customer support to customers and helps in customer retention and increasing CSAT rate. 

6. Multi-purpose chat application

Multi-tasking is a must feature for an intelligent chatbot. This is what helps businesses streamlining and tracking multiple functions at a time. A multi-purpose chatbot will be able to do a broad range of tasks from customer support and sales to marketing, lead generation, and many more. Along with being multi-purpose chatbots should also be customizable. Customizing the look and feel of your chatbot helps businesses in creating their brand identity in the market. 

7. Advanced Conversational Capabilities 

Natural Language Processing(NLP) powered chatbots are important in today’s market scenario because customers don’t prefer interacting with a chatbot that provides only monotonous repetitive responses to their concerns. WIth NLP-powered chatbots like Kapture Chat, can access keywords, tone, context, etc of the conversation and provide delightful customer support accordingly. 

Now you know what are the traits of a good chatbot. In short, a chatbot should understand that each customer is unique and provide accurate contextual responses filling the gap of human conversations. In this technology-driven world, intelligent chatbots like Kapture Chat which are powered by machine learning capabilities are necessary for businesses to mark their brand’s identity in the market. With plenty of chatbots available in the market, you can often get deluded with options. Therefore, always choose the right chatbot with features that suits your business intelligence strategies.