{"id":3794,"date":"2022-06-09T16:30:15","date_gmt":"2022-06-09T19:30:15","guid":{"rendered":"https:\/\/matrixgo.ai\/erros-no-chatbot-conheca-suas-falhas\/"},"modified":"2022-06-09T16:30:15","modified_gmt":"2022-06-09T19:30:15","slug":"erros-no-chatbot-conheca-suas-falhas","status":"publish","type":"post","link":"https:\/\/matrixgo.ai\/en\/erros-no-chatbot-conheca-suas-falhas\/","title":{"rendered":"Chatbot Errors? Discover the Top 3 Mistakes"},"content":{"rendered":"<p>They automate conversations, speed up service, are assertive, relentless, and provide 24\/7 service\u2026BUT, <strong>are not foolproof<\/strong>! Even highly efficient, <strong>Chatbots are not perfect yet<\/strong>, after all, they are built and managed by us, human beings, and are prone to failure and errors. Therefore, it&#039;s common to experience frustrating interactions with repetitive, confusing, or &quot;broken&quot; customer service robots.<strong> Chatbot errors? They happen! Learn about the 3 main flaws below.<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Do Chatbot Errors Harm the Customer Experience?<\/strong><\/h2>\n<p><strong>In short, YES!<\/strong> Contact initiated by a customer service robot generates\/increases user expectations; if these are not met, they often lead to dissatisfaction.<\/p>\n<p><strong>Chatbots are strategic relationship tools between brands and customers<\/strong> and their use improves the quality, speed, and efficiency of your service. Relying on poorly configured bots is shooting yourself in the foot!<\/p>\n<p><strong>A failing Chatbot, in addition to failing to properly serve and provide answers to its user, can also generate incorrect, conflicting, and confusing information.<\/strong>If first impressions are lasting, imagine having a misfit Chatbot initiating your contacts? Not good!<\/p>\n<p><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/entenda-inteligencia-artificial\/\" target=\"_blank\" rel=\"noopener\">\u201cUnderstand what Artificial Intelligence is\u201d<\/a><\/strong><\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Chatbot Failures<\/strong><\/h2>\n<p>What are Chatbot failures? <strong>Something that prevents your user from getting an answer, accessing a service, or communicating naturally<\/strong> should be seen as a failure.<\/p>\n<p><strong>The \u201cperfect\u201d Chatbot responds quickly, answers basic questions, provides information that sparks users\u2019 interest, filters contacts, and transfers calls.<\/strong> \u2013 all for the sake of optimized service, which improves the customer experience, increasing their satisfaction and chances of loyalty.<\/p>\n<p><strong>The bot with glitches breaks this perspective and the fluidity of communication<\/strong> between brand and user, harming their experience and consequently affecting the financial health of your business.<\/p>\n<p>A Chatbot can be built in two ways: through a limited bank of questions and answers that the robot delivers based on the user&#039;s selection and\/or through <strong>Artificial Intelligence (AI)<\/strong>, which records the history of its customers&#039; actions and can \u201clearn\u201d (<em><strong>machine learning<\/strong><\/em>) with them, interacting better each time.<\/p>\n<p><strong>These processes are automatic, but require presets, configurations, optimizations and monitoring.<\/strong>The evolution of your business itself, and consequently of your products and services, needs to be monitored (\u201cinformed\u201d) to your customer service robots as well.<\/p>\n<p><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/indicadores-para-chatbots\/\" target=\"_blank\" rel=\"noopener\">\u201cIndicators for Chatbots: Which are the most important?\u201d<\/a><\/strong><\/p>\n<p>&nbsp;<\/p>\n<h2><strong>3 Main Chatbot Failures<\/strong><\/h2>\n<p><strong>What are the 3 reasons why these robots make mistakes?<\/strong> How to identify these flaws and what to do to correct them? Follow along:<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>1 \u2013 Absence of well-defined objectives<\/strong><\/h3>\n<p>Ask yourself: <strong>Why should I use a Chatbot in my service?<\/strong> <strong>The use of bots must have a primary objective and function<\/strong>Whether it&#039;s filtering through a huge amount of contacts, transferring and segmenting areas of interest, or providing support during the evening and on weekends\u2014have a goal!<\/p>\n<p><strong>Your goal needs to be tied to the needs of your business and your customers.<\/strong> 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&#039;t even offer that option!<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>2 \u2013 Lack of strategic planning<\/strong><\/h3>\n<p>Bots don&#039;t think for themselves! As we said, <strong>Presets, configurations and constant optimizations are necessary to guide them through the service<\/strong>. <strong>And this path needs to be strategic!<\/strong><\/p>\n<p><strong>Trace a standard service path\/flow<\/strong> based on your objectives and consider unforeseen events, deviations and different possibilities of responses and reactions that your users can offer.<\/p>\n<p>Furthermore, <strong>pay attention to customization<\/strong> \u2013 Customer service robots don&#039;t need to operate in a &quot;robotic&quot; way; on the contrary, humanize them with natural language, emojis, slang, and puns (if your business allows you to be a little informal).<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>3 \u2013 Little knowledge about the user<\/strong><\/h3>\n<p>Is your consumer practical and straightforward and wants to know the price of your product? There&#039;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 <em>voice bots<\/em>?<\/p>\n<p><strong>If Chatbots are designed to interact with their users, they need to be thoroughly familiar with them.<\/strong> in order to adapt the experience to your needs and questions. <strong>Don&#039;t be an obstacle, but a bridge to your audience<\/strong>!<\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Chatbots: professional management<\/strong><\/h2>\n<p>Now that you know these 3 main flaws of Chatbots and the need for presets, configurations and constant optimizations, <strong>I ask you: do you think it is possible to manage your Chatbots strategically?<\/strong><\/p>\n<p>Don&#039;t be alarmed if you&#039;re unsure. It&#039;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&#039;t have to be this way: <strong>companies like <a href=\"https:\/\/www.matrixdobrasil.com.br\/\" target=\"_blank\" rel=\"noopener\">Brazilian Matrix<\/a> have services of <a href=\"https:\/\/www.matrixdobrasil.com.br\/chatbots-inteligentes-gestao-e-otimizacao\" target=\"_blank\" rel=\"noopener\">Building and Managing Chatbots<\/a> in which these robots are periodically configured to the objectives and strategies of each business<\/strong>, eliminating possible failures!<\/p>\n<p><strong>Talk to a Matrix Consultant<\/strong> and find out more about our Chatbot Building and Management services: <a href=\"https:\/\/api.whatsapp.com\/send?phone=5508006045555\" target=\"_blank\" rel=\"noopener\"><strong>0800 604 5555<\/strong><\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>Eles automatizam conversas, agilizam o atendimento, s\u00e3o assertivos, implac\u00e1veis, atendem 24h por dia, 7 dias por semana&#8230;MAS, n\u00e3o s\u00e3o \u00e0 prova de erros! Mesmo altamente eficientes, os Chatbots ainda n\u00e3o s\u00e3o perfeitos, afinal s\u00e3o constru\u00eddos e gerenciados por n\u00f3s, seres humanos, pass\u00edveis de falhas e erros. \u00c9 comum, portanto, verificar intera\u00e7\u00f5es frustrantes com rob\u00f4s de [&hellip;]<\/p>","protected":false},"author":1,"featured_media":3795,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_joinchat":[],"footnotes":""},"categories":[41,51,39],"tags":[70,65,248,155,67,271,217,72,254,196,54,113,55,200,272],"class_list":["post-3794","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento","category-chatboot","category-inteligencia-artificial","tag-ai","tag-atendimento","tag-bot","tag-chatbot","tag-chatbots","tag-erros","tag-ia","tag-inteligencia-artificial","tag-kpis","tag-machine-learning","tag-matrix","tag-matrix-do-brasil","tag-omini","tag-robo","tag-robot"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Erros no Chatbot? 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Mesmo altamente eficientes, os Chatbots ainda n\u00e3o s\u00e3o perfeitos, afinal s\u00e3o constru\u00eddos e gerenciados por n\u00f3s, seres humanos, pass\u00edveis de falhas e erros. \u00c9 comum, portanto, verificar intera\u00e7\u00f5es frustrantes com rob\u00f4s de [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/matrixgo.ai\/en\/erros-no-chatbot-conheca-suas-falhas\/\" \/>\n<meta property=\"og:site_name\" content=\"Matrix Go\" \/>\n<meta property=\"article:published_time\" content=\"2022-06-09T19:30:15+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/matrixgo.ai\/wp-content\/uploads\/2022\/06\/FOTO-BLOG-25.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"670\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"vimedigital\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"vimedigital\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/matrixgo.ai\/erros-no-chatbot-conheca-suas-falhas\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/matrixgo.ai\/erros-no-chatbot-conheca-suas-falhas\/\"},\"author\":{\"name\":\"vimedigital\",\"@id\":\"https:\/\/matrixgo.ai\/en\/#\/schema\/person\/83d09a848afd00ba71bcb7bdb0350dff\"},\"headline\":\"Erros no Chatbot? 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