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Building Customer Facing Chat Bots

Bots are the new apps, continued and mass development that it is undergoing will likely change how we seek both service and information from a business entirely. Though in the present scenario some businesses may be better suited for chat bots but overall every brand and business needs to consider the impact of this new conversational web era on both the business and the customer.

 

The evolution of messaging conversation will imply that rather than the customer being forced to adhere to the UI while navigating the company’s website or app, now the brands will have to learn to understand the natural language of customers, thus the burden will shift from the customer to the brands/business.

 

Here we are talking about our recipe for building customer facing bots

 

  1. Getting the basics right
  2. The basics of implementing any customer facing technology is customer satisfaction and it has only one golden rule “Do what is best for your customer” and we need to answer The Why, The Who and The What to understand the best interest of the customer.

    • What are the queries that the customer may possibly have while contacting us?
    • Which of my customer segment will be amongst the first users of chat bots?
    • Does the customer know what he is looking for, or will he require assisted navigation?
    • Does the customer know about the entire spectrum of services we offer?

 

  1. Reconnaissance
  2. The soul for any automation lies in the data, similarly the foundation of the chat bots should be grounded deep into data. Answers of the above questions will help you identify and gather relevant data which largely comprises of user behaviour statistics and reveal the following.

    • Where is the biggest volume of customer interaction taking place?
    • What are the most common and highly repetitive enquiries for the business?
    • What is the most repetitive patterns in the frequent enquiries?
    • Which are the most significant scenarios that require the most efforts without increasing revenues resulting in poor unit economics?
    • Which are the most significant scenarios that require the most efforts without any significant impact on revenues?

    These insights will not only present the immediate opportunities for implementing chat bots but will also outline the potential opportunities in the future along with possible pitfalls you may run into it.

 

  1. Automating the low hanging fruits
  2. Before getting carried away into building bots and scaling automation we need to validate our strategy for which we choose the path of least resistance and automate the easiest queries and scenarios. This will help us understand our customer satisfaction and behaviour better and allow us to plan future growth.
     
    We usually prefer those queries that do not present any significant impact on the bottom line and yet arise frequently, for example checking the account balance for bank accounts or wallets. Starting small allows us a few mistakes and also a better understanding for automating the frequent queries that directly impact the revenues.

 

  1. Scaling automation to be where we want to be
  2. Using the data and intelligence gathered from automation of the initial interactions to drive future implementation of chat bots reduces the risk of an overall frustrating user experience, which no business wants because customer delight is the only winning formula for a business.


Now is an ideal time for any business to start exploring how chat bots can help you smoothly and effectively transition into the conversational web era. Automation technology or artificial intelligence as the world calls it is only beginning to scratch the surface in terms of its application in day to day lives, so experimenting it today will help you through out the journey of its unfolding and help you stay ahead of the curve in providing a great customer experience.

 

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