How Businesses Today Are Incorrectly Engineering Chatbots
If we back up a number of years and think of previous customer support strategies, it would be difficult to imagine how chatbots could help businesses. Consumers and brands have both grown into the tech-savvy possibilities over the years, and today many technologies like chatbots are becoming a familiar technical entity for both consumers and businesses. Two constantly used apps, Uber (a modern taxi service) and WeChat (a quick way to get your messages across) are prime examples of how far technology has evolved to adapt to consumers’ lifestyles. In a customer service environment, chatbots are also replacing the need for a live human interaction when consumers look for answers to their queries on future or recently purchased products.
Today, brands themselves are dealing with the pressures of creating successful chatbots for consumers to interact with. Millions of consumers have already experienced a chatbot when searching online or using an app, but unfortunately, brands are not correctly setting up their chatbots for success, creating a bad reputation for their chatbots and tainting future expectations by customers.
It is critical for brands to recognize key issues and the right steps into engineering a chatbot for customers to interact with.
James Ramey is CEO of DeviceBits, a software company that services clients through a predictive and personalized understanding of interactive tutorials, adaptive FAQs, Interactive Guides, and Videos designed to for self-serving consumers. For more info visit www.devicebits.com.