To run a business successfully, you need to hire efficient employees and obviously, pay them. As your business expands and grows, you need to hire more people to run it, thus increasing your overhead expenses.
In the beginning, chatbots may look like a huge investment, but in the long-run, they can help you save money. That’s because you don’t have to keep on hiring new people to handle customer service.
Challenge 2: Lacks Engagement
Chatbots are designed to follow defined scripts and at times, it is not able to respond to the commands outside the programmed sequence. This results in a repetitive and annoying situation. Also, not always, chatbots are engaging, and hence people lose interest when there is no response or delayed response, from the other side. Hence, the bot that quickly identifies and resolves the issues are considered the better one instead of the one which asks a plethora of questions before looking into the issue and results in a waste of time. Using the knowledge of AI software development, a chatbot developer can easily overcome this challenge.
For bots to get better, they need to be programmed with the ability to learn from the conversations they’re having with users. Initially, chatbots may face some difficulties, due to lack of information for the first time but as time goes by, chatbots must be evolved to have engaging conversations with users. Hence, the business needs to start making experiments in technology to improve the experience incrementally.
Solution
Start with what you know. Research which support inquires your teammost commonly handles, and equips your chatbot to deal with these questions.
Doing this allows you to gradually move repetitive tasks from your customer support team on to yourchatbot.
Gaps in understanding user intent
Over 60% of consumers now prefer to communicate with brands using chatbots. Chatbotsare now being deployed to enhance the customer experience. The challenge that comes with this is that of interpreting customer interactions and responding accordingly. Online users have different ways of conveying a message – through a short sentence, or along explanation, or maybe even an emoticon. For example, a message like “Why do I seethis weird transaction on my credit card?” does not fully convey user intent. Are they disputing the transaction, or do they need more information? How can the chatbotunderstand the intent and convey a proper response?
Chatbots have to be much more nuanced in their understanding of such interactions. This calls for greater contextual understanding. They need smarter algorithms that can decode the hidden meaning in users’ messages and compare them with possible variants before responding.
Types of Chatbots
Nowadays, it is very common for chatbots to be used for customer service to understand their inquiries and respond accordingly. Several companies have already begun to implement Customer Service Chatbot solutions. Known as digital assistants, these devices possess the understanding of human language and can be used in a wide variety of capacities in a wide range of industries. There are essentially two types of chatbots: