They automate conversations, speed up service, are assertive, relentless, and provide 24/7 service…BUT, are not foolproof! Even highly efficient, Chatbots are not perfect yet, after all, they are built and managed by us, human beings, and are prone to failure and errors. Therefore, it's common to experience frustrating interactions with repetitive, confusing, or "broken" customer service robots. Chatbot errors? They happen! Learn about the 3 main flaws below..
Do Chatbot Errors Harm the Customer Experience?
In short, YES! Contact initiated by a customer service robot generates/increases user expectations; if these are not met, they often lead to dissatisfaction.
Chatbots are strategic relationship tools between brands and customers and their use improves the quality, speed, and efficiency of your service. Relying on poorly configured bots is shooting yourself in the foot!
A failing Chatbot, in addition to failing to properly serve and provide answers to its user, can also generate incorrect, conflicting, and confusing information.If first impressions are lasting, imagine having a misfit Chatbot initiating your contacts? Not good!
READ ALSO: “Understand what Artificial Intelligence is”
Chatbot Failures
What are Chatbot failures? Something that prevents your user from getting an answer, accessing a service, or communicating naturally should be seen as a failure.
The “perfect” Chatbot responds quickly, answers basic questions, provides information that sparks users’ interest, filters contacts, and transfers calls. – all for the sake of optimized service, which improves the customer experience, increasing their satisfaction and chances of loyalty.
The bot with glitches breaks this perspective and the fluidity of communication between brand and user, harming their experience and consequently affecting the financial health of your business.
A Chatbot can be built in two ways: through a limited bank of questions and answers that the robot delivers based on the user's selection and/or through Artificial Intelligence (AI), which records the history of its customers' actions and can “learn” (machine learning) with them, interacting better each time.
These processes are automatic, but require presets, configurations, optimizations and monitoring.The evolution of your business itself, and consequently of your products and services, needs to be monitored (“informed”) to your customer service robots as well.
READ ALSO: “Indicators for Chatbots: Which are the most important?”
3 Main Chatbot Failures
What are the 3 reasons why these robots make mistakes? How to identify these flaws and what to do to correct them? Follow along:
1 – Absence of well-defined objectives
Ask yourself: Why should I use a Chatbot in my service? The use of bots must have a primary objective and functionWhether it's filtering through a huge amount of contacts, transferring and segmenting areas of interest, or providing support during the evening and on weekends—have a goal!
Your goal needs to be tied to the needs of your business and your customers. Otherwise, conflicts arise: your customer is looking for quick information and your bot inundates them with irrelevant information and options; or your customer wants to speak to a customer service representative, and the Chatbot doesn't even offer that option!
2 – Lack of strategic planning
Bots don't think for themselves! As we said, Presets, configurations and constant optimizations are necessary to guide them through the service. And this path needs to be strategic!
Trace a standard service path/flow based on your objectives and consider unforeseen events, deviations and different possibilities of responses and reactions that your users can offer.
Furthermore, pay attention to customization – Customer service robots don't need to operate in a "robotic" way; on the contrary, humanize them with natural language, emojis, slang, and puns (if your business allows you to be a little informal).
3 – Little knowledge about the user
Is your consumer practical and straightforward and wants to know the price of your product? There's no point in beating around the bush or hiding/distancing the prices from them. Another example: your users are older, with little experience using technology and social media. An extensive menu with interactive buttons and even voice bots?
If Chatbots are designed to interact with their users, they need to be thoroughly familiar with them. in order to adapt the experience to your needs and questions. Don't be an obstacle, but a bridge to your audience!
Chatbots: professional management
Now that you know these 3 main flaws of Chatbots and the need for presets, configurations and constant optimizations, I ask you: do you think it is possible to manage your Chatbots strategically?
Don't be alarmed if you're unsure. It's common for many companies, immersed in other issues and priorities, to overlook automated customer service, which requires even more technical knowledge. But it doesn't have to be this way: companies like Brazilian Matrix have services of Building and Managing Chatbots in which these robots are periodically configured to the objectives and strategies of each business, eliminating possible failures!
Talk to a Matrix Consultant and find out more about our Chatbot Building and Management services: 0800 604 5555
