November 28

What are the best features of a chatbot?


facebook messenger

Everything gets resolved in one place. For example, you can ask for package tracking updates from the delivery partner and see them directly in the chat.

After receiving an answer, you’re automatically asked for feedback to make sure you got the service you wanted. This continuous feedback loop lets the AI ​​learn, building and improving the chatbot over time.

Live Chat Handover

Chatbots are advanced and smart to handle customer conversations of any nature. However, there are situations where bots fail and human intervention is needed. In such cases, a well defined fallback helps the bot to transfer the chat to the right human agent.

The fallbacks need to be defined for two scenarios: (i) when the bot finds the query complex and (ii) when users prefer to interact with the support rep.

Omnichannel support

To offer a robust customer support experience, brands must serve customers on platforms of their choice. While some customers might prefer the interface of Instagram, others may prefer the end-to-end encryption of WhatsApp, not everybody’s choice of platform is the same. You can ensure no loss of information at any given point in time with an omnichannel chatbot.

Your agents can pick and continue customer support conversations on any channel. For example, your customer may buy something through your mobile app chatbot, and then seek support on Instagram post-purchase.

And in case there is any outage (such as the one that happened on October 4th, 2021, where all Facebook families of apps were down), your customers will still have other options (website or mobile app) to reach out to you. As the saying goes: don’t put all your eggs in one basket.

Artificial Intelligence-powered Chatbots/ NLP Chatbots

NLP chatbot or AI-based chatbot is a more sophisticated tool that understands the context of the user input to give relevant information. Through Natural Language Understanding (NLU), Natural Language Processing, and pattern matching, this contextual chatbot allows easier conversation with users and continuously improves without a lot of human intervention.

  1. A clear business need
  2. Intuitive & Easy to deploy Chatbot Builder
  3. Interactive Chatbot script to engage with customers
  4. Easily Customizable & allows rich media messaging formats
  5. Seamless Live Agent Transfer for escalations
  6. Artificial Intelligence (AI) Chatbots
  7. Integration with Customer Service software
  8. Chatbot Analytics to consistently improve performance

Emotionally Intelligent

It should understand customer sentiment and emotion and be able to respond accordingly. This is a key part of being successful as a customer service agent. An agent who can’t recognize when a customer is becoming irate won’t be very successful at de-escalating the situation. The same is true for chatbots.

The chatbot should be able to do a variety of tasks. For example, they should be able to sell or upsell a product, provide customer service, update customer account details, or provide useful information to customers (self-service blog posts).


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