Written by Cherilyn 2022 Cohort
Today, most businesses use chatbots as customer service, especially online businesses. They also use it in call centre business groups as it can be available for customer service 24 hours a day and never need a break or vacation like a human.
Today’s chatbot is not 100% ready even though it has been developed extensively and has similar characteristics to humans. In some languages, chatbot still uses weird sentences unrelated to the context. Therefore, chatbot still needs ongoing improvement from a human. Otherwise, using a chatbot may result in more cons than pros.
For instance, whenever I have troubles and want to contact the operator, whether a bank or airline. I always feel frustrated as they have only a chatbot, and my questions do not match the chatbot systems’ questions. Then there is only one way to fix my trouble except by calling the operator. They should add more keywords that relate to their frequently asked questions so customers can easily find a way to solve their problems.
The challenge behind today’s chatbot systems is making them more human-like and understanding context and emotions. Otherwise, companies should indicate that their chatbot can answer specific questions or reply only to pattern sentences. If customers want to ask more questions, they should directly call the operators. Doing this can prevent customers’ angriness when they use the chatbot, as the first impression when they use it is so important. If the experience with the chatbot is not good in the first place, customers may never come back to use it again.
What are the benefits of a chatbot? Do you know why businesses should install it?
As they are bots, they don’t need to rest like humans. When customers visit a website, they can immediately interact with a brand 24/7 instead of waiting for a human to reply during business hours. This can increase sales and make better brand engagement. Moreover, they can instantly answer multiple customers simultaneously, so the companies don’t need to waste their money hiring many operators. Also, a chatbot can collect customer data by asking questions and using the data that has been analyzed to improve its business.