November 28

What are the 7 steps to create a chatbot strategy?


facebook messenger

Implementing any new strategy to your business needs to be properly planned and discussed. A well-designed layout is a foundation of the successful implementation of conversation AI chatbot strategy. Irrespective of the industry and business, the steps remain static and act like a success formula for all of them.

Let us comprehensively discuss the steps of the chatbot implementation strategy.

Step Pick a Platform

There are many platforms where chatbots can reside. For example, popular messengers such as Facebook Messenger, Slack, Telegram, Skype, Kik, Line, etc. Also, you can build a bot for web, email, and SMS.

The best way to decide on the platform for your chatbot strategy is to see what your customers use. You may not have relevant data on your users, of course. Then, you can address to available public information on the demographics, age, trust, etc. of messengers’ users to match it with the data on your target audience.

Check your expectations

Accept that your bot can’t – and won’t – do it all. Even AIs like Siri, Cortana, and Alexa can’t do everything – and they’re much more advanced than your typical customer service bot.

Also, attempting to answer every question under the sun poses a data challenge, Phillips said. Using data to train chatbots is key to building them right, so if your chatbot tries to answer everything, you’ll end up with too much data that will be difficult to keep up with. “Casting too wide a net will affect the performance of because you’ll just be overloading it with data and it’ll start to get confused,” said Phillips. “That’s where we see a lot of performance issues.”

Improved round-the-clock customer service

You can use a chatbot to make your brand interactive and accessible 24/7. With chatbots, your customers will be much more likely to get instant and consistent answers to the questions they would have. This responsiveness allows for generally better customer experience, improved customer satisfaction, and increased customer engagement. Direct messaging is one of the best ways to access reliable information, and chatbots can dramatically reduce or even eliminate wait time for the next available operator, allowing customers to get swift and reliable answers even during after-hours.

These chatbot-provided responses will most likely be recorded and personalized. Recordability, in turn, can benefit both a business and a customer. Upon the customer’s consent, the business will get some important insights, while the customer will be able to take screenshots of a conversation to act upon them later on.

Banking, healthcare, and retail will spearhead chatbot adoption

CB Insights expects financial, healthcare, and retail sectors to continue driving chatbot growth in the post-COVID world due to business lockdowns and social distancing measures. And it’s hard to argue, given that customer service and sales processing are the prime use cases for bots. Healthcare bots, naturally, get a lot of use these days too.

Related: Healthcare App Development


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