Is your chatbot a chatterbox? Things that can affect your business
Chatbots are built to make the consumer experience simpler, ensuring that individuals do not have to go through other platforms. Chatbots continue to grow as viable solutions for automated communication in the digital sales and marketing sphere. They have the capability to bring more time back into the day of your teams, effectively improving productivity, while setting them up and enhance the user experience too.
Know that experience makes progress whether you already have a chatbot or are thinking of introducing one. Such mistakes are not rare, and can be corrected quickly. Your teams simply need to make the effort to build and track your chatbot.
Things that can affect your business and so Chatbot should avoid!
Pretending to be Human
To have a human touch and to pretend like a human is two different things. While we say that chatbots should have a human touch which defines that it should have the sensibility while responding, we do not want Chatbot to behave like a human.
Since the whole point of chatbots is that they’re supposed to imitate human interaction, that’s not to suggest that they can claim to be human.
Openness is the number one and most important factor for customers when it comes to brand service. This implies that it should always be obvious that it is a bot, regardless of whether you want the bot to sound like a real human. If a bot does not show this, it may make users feel lied to, and an extreme loss of trust.
Lack of focus
Even though chatbot is a highly advanced technology, it is still not to be filled with many responsibilities that chatbot doesn’t understand.
AI technology has tremendous potential, which means many brands are overly optimistic about what they may be able to accomplish. This can, however, lead to bots attempting to do too many things at once, with an obvious lack of awareness of what the user might actually need. The technology’s limitations also play a major role, with many platforms with little to no processing capability for natural language, and bots struggling to understand simple user responses.
The best ones prefer to narrow it down to one field and do it well, unlike bots that lack concentration. One especially good example of this is the Whole Foods chatbot, which provides you with recipes from unique components.
Keep on Chattering
When you have left a conversation, one of the most annoying bot-related encounters is only to find that the bot continues to annoy you with follow-up messages.
While this could sound like good marketing practice, a perfect opportunity to get users back into the conversation, it can be very irritating if you already have what you need (or even more so if you don’t have it).
Proceeding with caution is the secret to not upsetting users. After the initial conversation, maybe send one or a maximum of two messages, but make sure it provides something of actual value and is not only an excuse to be disruptive.
Dodge the issue repeatedly
Another common feature of failed chatbots is when the app attempts to be too smart, and intentionally ignores problems it doesn’t understand or can’t help with.
It’s okay if a bot doesn’t have NLP (Natural Language Processing) and can’t ‘chat’ actually, however it should still communicate that it doesn’t know what you’re saying and give you some way to step forward.
If a bot is unnecessarily snarky or refuses to recognize what you say, it may lead to users becoming incredibly irritated and completely abandoning the technology.
Create unrealistic expectations
It has been proposed that brands should totally drop the ‘chat’ in line with this, and simply call themselves ‘bots’. This is because a lot of users come into very high expectations discussions, only to be frustrated when they are presented with what is basically a series of questions of multiple choice.
With David Marcus, Facebook’s VP of messaging goods, also admitting that marketers should strive to create easy interactions that help the consumer achieve their target (rather than complicated conversations), it is often easier to set the bar low instead of reaching too high.
There are a few simple practices when it comes to developing Chatbots that distinguish helpful, high-performing bots from Chatbots that you’d rather see put out of their misery.
Fortunately, the launch of a quality Chatbot is not difficult for business owners and aspiring Chatbot developers alike, as long as you know what to look out for.
Being aware of the do’s and don’ts of Chatbot planning and development will help ensure that your Chatbot is successful and that it meets the needs of customers every time, whether you are planning a customer service Chatbot for your website or creating an interactive marketing bot for Messenger.
Therefore, make sure that the Chatbot is not a chatterbox, but someone who can only assist or help when necessary. That makes each chatbot unique and smart.
