The power of AI-driven communication is beneficial beyond imagination. Data from Oracle research shows that 80 percent of decision-makers across industries want to adopt chatbots by 2020. Although chatbots are ubiquitous, few organizations have mastered the art of effective utilization. There are AI-driven bots that can’t process natural-language queries at scale, leaving customer interactions feeling flat and non-personalized. In many cases, chatbots aren’t integrated across social and mobile, which diminishes the impact of the comprehensive customer communication approach.
Bots are active around the clock, answering millions of queries throughout the world. That’s why it’s critical to avoid these common mistakes. Companies can also use best practices to circumvent the common problems that many businesses face with chatbots. They can learn from these pitfalls while designing their own scale-driven chatbot strategies.
Failing to provide a unified platform experience
For a truly robust customer communication strategy, organizations must focus on omnichannel experiences. By aligning chatbots to reach omnichannel goals, they can be designed to engage with customers in a smarter way, one that feels more naturally driven and comprehensive.
When AI bots have access to the customer’s profile as well as all communication records as they interact with them, bots are able to provide personalized responses while reducing waiting time. They can also connect customers to a human agent who has prior experience in the domain requested.
Not utilizing customer data through existing call centers
A successful omnichannel approach works best when a call center management system tracks conversations being had with chatbots. Data from chatbots can then be fed back into the call center architecture, thereby aiding in the development of new insights. By working with a leading cloud based call center solutions provider, you can continually update your chatbot with the latest data for improved interaction with customers.
Businesses can also enhance the reach of their chatbot strategy by opting for a hybrid approach. Human agents can receive fresh information about the customer through their interaction with the chatbot.
Overlooking social media
Social media optimization should be on the top of every decision maker’s list, as it’s one of the most used communication channels when it comes to consumer engagement. Customers enjoy the freedom and flexibility that social media provides, especially when communicating with multiple brands at once. That’s why chatbots are essential to leveraging here.
Chatbots that are designed to be social media first are highly effective in shaping the way that you have conversations with your customers, not to mention capturing more info about them as they interact with your organization. Not extending your chatbot efforts to social media is a mistake.
Ignoring new developments
Voice-enabled chatbots are the next natural extension of the technology, following on the success of the Amazon Echo and Google Assistant. Enterprises are using voice-enabled chatbots to communicate orally with customers on a personalized basis. They can pull in insights from previous conversations to deliver true value during every interaction. The proliferation of smart voice-enabled bots is shifting the way that contextual text chat is being viewed across the industry. More companies are opting for innovative chatbot bots that utilize contextual text regularly. Customers get the help they need much faster, when compared to waiting for human agents directly.
Chatbots can also be designed to have a unique personality that resonates with the tone of the brand. This extends the human side of the brand further, by communicating with customers in a distinct manner.
By providing an omnichannel experience that shares collected customer information across platforms and integrating with call center systems to consistently analyze and apply the latest user data, companies can optimize consumers’ relationship with their brand. Embracing bots for social media interactions and looking to the most up-to-date innovations in customer service is the way to build brand loyalty and maximize the old bottom line.