November 6, 2017
With technology-driven advancements in communication, customer preferences for interactive experiences are dramatically evolving. Digital transformation is increasing the complexity of channel management for companies seeking to deliver on their brand promise to provide the best customer experience. Digital channels are being redefined by the use of AI (Augmented Intelligence) - specifically with chatbots and conversational application. Across sales, service and marketing, chatbots foster customer loyalty by providing personalized experiences that engage customers and prospects before, during, and after critical decision-making points. Most significantly, chatbots can provide deflection of inbound customer calls, and automation of tasks within sales or service centers represent the most immediate opportunity for organizations to achieve substantial business value.
However, not all chatbots are created equal. There are specific attributes and functionality that allow chatbots to have the broadest impact both on your business costs and customer experience. Here are the seven characteristics or best practices - to help you design a great bot for your organization:
Beyond understanding and interacting conversationally, a great chatbot has specific natural language processing (NLP) capabilities to understand the context of a conversation in multiple languages. It can also identify the intent of a question–what is being sought– to provide an accurate first response, and also propose options to confirm or clarify intent. The best chatbots have advanced conversational capabilities and can proactively seek out information, and can also ask clarifying questions even if the conversation isn’t linear.
The chatbot converses seamlessly across every channel and retains data and context for a seamless experience.
The chatbot can be integrated with critical systems and orchestrate workflows inside and outside of the CRM. It can handle real-time action as routine as a password change, all the way through a complex 15-step workflow spanning 4 different systems.
The chatbot can infer customer personality traits and understand sentiment and tone during an interaction to deliver a personalized experience, or escalate to a live-agent when necessary.
The chatbot can reach, consume, and process vast amounts of data– both structured and unstructured–to surface insights from any source.
The chatbot can perform complex reasoning without human intervention. For example, a great Service chatbot should be able to infer solutions based on case histories.
The chatbot is pre-trained to understand brand-specific or industry-specific knowledge and terms. Even better, it’s pre-configured to resolve common customer requests of a particular industry.
AI is now for everyone, and while companies may understand the opportunity for AI to impact their business, they often struggle to prioritize early investment and develop an action plan to embed AI capabilities into processes and workflows.