Fear is a funny thing. Sometimes it can drive us forward to get us out of danger and sometimes it can hold us back, crippling our decision making and preventing creativity and innovation.
The answer to fear is understanding.
By knowing how a chatbot will work, what it will do for you and how it will be maintained is a critical first step in assessing whether chatbots are right for you.
Let’s take a look at quelling your fears…
Feeding your Chatbot
As a machine your chatbot will need to be fed with information so that it can process this to create the right responses. For most people this is as far as they get because they can’t conceive of building their own Knowledge Base. But you don’t have to because others have done it for you, like IBM's Watson.
Even if one of these is not right for your business, by keeping the chatbots responsibilities to simple tasks you will be able to build a Knowledge Base yourself. Believe us, it’s not rocket science and you already have all the answers and know the questions that most of your customers ask when checking their balance, querying delivery or wanting to update their details. You already have the knowledge.
Haven’t we been here before with IVR?
If you think this all sounds familiar, you could well be right. Some years ago we all embraced IVRs (Interactive Voice Recognition) as our way of delivering better customer self-service while cutting down on agents and costs. And, there are similarities with IVRs. Like them a badly built chatbot will be no better than a badly built IVR. But, done right and they’ll deliver better customer service while cutting down on agents and costs.
The difference between a chatbot and an IVR is that we’ve learned a lot along the way and we now have a much better understanding and far greater knowledge of what our customers want, how they want to receive it and the technology they prefer to use.
We’ve also learned that you can’t just plug this in. It needs to be built to suit you and your customers.