Procurement 3 August 2018

How to integrate chatbots into the customer journey: 3 tips for UK micro businesses

How to integrate chatbots into your website for better customer experience
Modern-day contact centres plan to offer a multi-channel customer experience incorporating a combination of voice, web chat, social media, email and SMS based on the needs of their customer demographic.
The desire to deploy chatbots in contact centres raises the challenge of how to seamlessly blend human and bot interaction in a way that benefits the customer. Mashud Ahmed of Puzzel considers the challenges and possible solutions for enabling and improving seamless transitions.

Many organisations are exploring how to bring chatbots into the customer journey in a meaningful way whilst still ensuring human contact is prevalent. Chatbots can be an excellent addition to the contact centre environment, automating the more mundane tasks and allowing human service agents to focus on higher value activities.

Some circumstances will always necessitate human interaction, these matters often relate to complex and emotive issues that are better handled by trained agents who can react to the customer’s needs. In these situations, a smooth customer transition from automated to assisted dialogue is key. However, finding the balance and bridging between the world of chatbots and human beings, whilst ensuring the customer experience isnt compromised, can be challenging.

3 tips for integrating chatbots into the customer journey

In today’s always on? environment, customers expect instant service beyond the traditional 9 to 5. To meet expectations many businesses are exploring ways to offer customers self-service options and this is where technology can be really effective in assisting customers in an automated way. Modern-day contact centres plan to offer a multi-channel customer experience incorporating a combination of voice, web chat, social media, email and SMS based on the needs of their customer demographic. A high quality chatbot can be seamlessly integrated into this environment and bring value to the customer experience however it’s important to select the right fit for your business. Consider the following:

1. Evaluation is essential

With a plethora of artificial intelligence (AI) applications available on the market it is important to evaluate solutions to understand which one to choose:

Start by creating a set of standards with which to objectively analyse all solutions to ensure you are not comparing apples to pears.

Include features such as Natural Language Processing (NLP), intent matching, contextual awareness handling, integrations, natural response generation, exception handling, analytics

Ensure access to good documentation to inform decisions.

For a process to become automated, a lot of work is needed to educate the chatbot so that it has a foundation of knowledge and can self-learn the rest or be tuned further. The evaluation stage is critical in identifying the features and functionality required by the business and ensuring like-for-like objective analysis throughout the evaluation process.

2. Have clear objectives


 
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