Everyone knows that conversational bots have revolutionized customer service. Growth has been so spectacular that in 2020, organizations had up to 70% less calls, chats and mails after automating customer service.
But it isn't just about implementing AI: you have to make sure your customers have positive experiences. That's where conversational bots play a critical role, because more than 30% of your customers are willing to leave your brand after a bad customer service experience.
So what do we need to know when implementing a conversational bot? Here are some advantages and issues you have to pay special attention to.
Advantages: a powerful partner for your company
1. They help you get to know your customers
Conversational bots can help you get to know your customers even more. They let you figure out what their questions and needs are, plus the products or services they're interested in, and help you make strategic decisions to improve the experience.
2. They're a selling machine
Your bot can be the perfect partner to promote new products and send proactive notifications. They can also offer immediate assistance to your potential customers and help speed up the purchase decision process.
Related article: Ecommerce chatbot: how to improve your sales with Conversational AI
3. Customer service at any time
One of the greatest advantages is that bots are available 24/7 to help customers. Plus, they respond quickly to every question they receive. This guarantees your customers will always be able to solve their problems, no matter what time of day.
4. They help optimize costs
Imagine your agents spending more time answering just the queries that require a human being. Implementing a bot with conversational AI is a great way to automate customer service and improve the service provided by agents, leading to cost optimization in the medium term.
5. They improve customer satisfaction
People are all different, and so is the way they communicate. That's why it's important to offer the appropriate and empathic answer to each query. For example, our conversational AI can understand informal language and regionalisms, improve conversations with plug-ins, and recognize the intent behind each interaction.
Related article: What does conversational AI mean?
Some things to consider
1. A bot is not a person
Yes, this is obvious. But you have to remember it. A conversational bot isn't the same as a human agent, so it doesn't always understand a query or its selection of answers may be limited. This makes it sound “robotic.”
How do we fix this? Current solutions based on AI, like the ones Aivo offers, allow you to create a personality for your bot and have conservations adapted to the context. You can even teach the bot to show empathy based on certain messages or include evasive answers and learn from each interaction.
Related article: The power of evasive answers for effective communication
2. You need time for implementation
This isn't a disadvantage, but it's worth remembering that like all improvements implemented in a company, it takes time until everything's 100% operational and showing actual results. Implementation, setup, and learning can take a while.
How do we fix this? The good thing is, ours is a no-code solution, meaning you don't need IT support or need to know programming to implement and update it. And like we always say, remember that impatience is the enemy of results.
Related article: Best practices to implement a bot from scratch
3. They need maintenance
Bots need constant revision, maintenance and optimization in terms of their knowledge base and the way they're supposed to communicate with customers. You have to feed the bot with new and meaningful data (content) that can answer customer questions and queries.
How do we fix this? This process doesn't have to be a headache if you know the tool and you use it to your advantage. For example, our solution has a Training section, where you can teach the bot new content to improve customer satisfaction using any unanswered queries.
Should I implement a bot?
In general, conversational bots are simpler than other types of bots. That said, today you can choose friendly and intuitive platforms that don't need a big investment or too much time.
The most complex part is done once you teach the bot how to interact with your customers and it has the tone you want; then you'll just have to keep it updated. This isn't much compared to everything the bot can do for your company: improve customer satisfaction, increase sales, obtain valuable data, and optimize costs.