Chatbots are ubiquitous for company and customer communications. As they evolve, the humane’ element has dominated for constant adaptation. In the beginning, it was amusing for people to deal with an automated bot. But now talking to machines sounds impersonal. As business needs value addition, the humane experience is essential, even with a non-human conversation agent.
As a communicator where do you stand with your customers? The following data-driven insights could cut the stress if you are under pressure to meet their needs.
Why do some chatbots fail?
Consumers have gone online in a big way and interact on social platforms. Three things that boost better communication include machine learning, AI, and NLP. There are several service professionals who recognize the worth of improving automation to give value to their customers. In a bid to automate, the earlier models of chatbots were impersonal. Industries like the hospitality sector where the ‘humane touch’ is essential failed to communicate appropriately. It is important even for machines to be personal and focus on the personality while ‘chatting’. Companies require uniformity in the ‘voice’ of the brand/service for improved conversations. Just because the earlier versions failed, not using them at all is going back in time.
If you are experiencing communications teething problems with customers, look for AI-powered options. Meeting customer expectations is the only way to have an edge over competitors and grow business organically.
Current patterns of automated conversations:
Online shoppers have preset conversations with bots. Survey results of e-commerce websites show a general emerging pattern:
- Nearly 43% of shoppers between 18 and 65 years do not mind having live chats or conversing with chatbots.
- Would they prefer any other method to communicate? Yes, a service provider can give an email address, web contact form, telephone number or a social media message. But the percentage of people preferring a live conversation to sort out issues is best done with automated technology.
- About 31.49% of customers like to get detailed answers through chat with advanced machines. In fact, this is the best way to get a complaint resolved in real-time instead of waiting for someone to reply the next day.
Most customers are now accustomed to dealing with automated responses online. The biggest deal is the availability of solutions 24 x 7.
How new bots work?
The sophistication and humanization of bots are very clear due to natural language processing. They have become smarter and very responsive in dealing with customers. Most people are familiar with them as online conversation agents. Actually, these advanced software apps imitate the human voice and give contextual responses. Companies use web-based or standalone apps which act as support systems to real customer agents. With usage of smartphones, reputed bots like Cortana, Siri, and Google Now are common 24×7 conversation agents. The new coding systems of these apps make it difficult for anyone to distinguish between the real person and the bot. They work by parsing – a process that absorbs the text before responses are given. A complex pattern of algorithms emerges during text interpretation. The responses are based on this pattern.
Examples of companies using conversation agents:
Bots like Endurance and Casper solve several problems of their users. Customer satisfaction is the chief reason they have succeeded. Endurance, developed by a Russian company initiates a conversation as a companion for patients struggling with dementia and Alzheimer’s disease. Technically it captures the needs of the patients to answer queries related to memory loss. Many family members of patients have hailed this cloud-based bot’s ability to support as a companion. In another similar case, where insomniacs get restless and lonely, Casper is heaven-sent. It has been helping people to sleep and not looking at their screens and scrolling FB feeds at 3.30 am in the night.
Is there a tangible business value with bots?
Yes, it is pretty clear that people do not mind discussing their problems with a machine with a human voice. Now that shoppers, patients, and regular users find satisfaction, the same technology is ideal even for enterprises. The apps are personalized to suit customer interactions. To engage them, data-driven insights will help to develop the best conversation agents. If Amazon’s Alexa is successful today or Endurance is popular, then the credit goes to those who have developed the apps.
If you run an online business and need to enhance customer experience, what could be a better way than get chatbots to work?