While Chatbots have evolved into increasingly sophisticated tools, there is still room for improvement.
Chatbots are set to become even more intelligent with advancements in NLP, ML, and AI. As per experts, nearly 80% of enterprises will use chatbots by 2020, mainly to reduce customer service costs by 30%, according to a report from IBM. Some companies fail to deploy chatbots and offer poor customer experience.
- Research enough before choosing the right AI vendor
Chatbots need to be customized to offer relevant customer experience, but today, a majority of chatbots are mere unsophisticated bots with only a handful of the enterprise standard. Currently, there are over 2000 enterprise chatbot vendors in the market. However, not all of them are equipped to leverage enterprise data. Before deploying a chatbot, enterprises need to be sure that the AI vendor supports multiple channels and has enough experience in the industry, to assure no negative experiences reach the customers. They also need to learn if they are using their platform to build bots and measure the level of security they provide.
- Chatbots don’t need to act like humans
Chatbots need to respond like human beings, not just pretend to be like one. Irrespective of the industry, companies need to focus more on making chatbots more efficient rather than making them human-like. It is essential to introduce chatbot and its role to users for a more positive experience. Furthermore, chatbots need to reflect the tone and attitude of a company’s business. A chatbot should help companies connect with their visitors and help in creating a humanlike automated customer service experience.
- Conversational AI is the key
Integrating intelligent assistants and chatbots into businesses is not a difficult job; however, utilizing them effectively is challenging. Conversational AI has become the buzz word, but only a handful knows how it works. Companies need to do knowledge management before incorporating conversational AI into businesses to ensure their Chatbots have are capable of the right customer connect. That is the only way to incorporate conversational AI technologies into business.