5 things to plan while deploying a chatbot
Chatbots are a fantastic tool to deliver exceptional consumer experience and are getting popularity with more and more organisations deploying chatbots on their websites and mobile apps. Having deployed ADOHM bot for our clients across industries and various use cases, it will help the businesses understand the usefulness of the chatbot that ADOHM brings to the table.
- A Chatbot is a journey and not a one-time project
It has been very essential for the companies to realise and accordingly plan else chatbots can quickly become yet another IT tool being used, which holds promise but does not produce ROI. For example, to achieve long term success, it is critical to have an owner in the organisationwho needs to be made responsible for obtaining and ROI realisation. The chatbot owners will have to continually examine user queries and enhance the enforcement of the chatbot.
- Use case clarity is a must
Clients often load a single chatbot with multiple use cases. As a result, when consumers land on a chatbot, they see so many badges and options that it takes them back again to the website or the mobile app era. The weakness is not with technology, but it is with what consumers can consume. This is one of the major reasons that chatbots are remarkably useful as they deliver knowledge on-demand rather than consumers having to choose from so many options.
Companies always look out for a bot that employs unidentified/unlogged-in website/mobile app visitors and at the same time, a chatbot for identified/logged-in visitors. Make sure to not crowd the landing page or the website by a chatbot by providing too many choices.
- Customer conversation journeys vs knowledge-based approach
There are various methods of developing a chatbot. If you have a Small and medium size of business or a large enterprise looking to use chatbots for small use cases, then the process could be to define customer communication journeys and configuring the same in the ADOHM chatbot builder. In these large companies or mass deployment, it is difficult to visualise every small conversation that the chatbot will have during the journey. Hence, ADOHM helps deliver accuracy report for conversations based on knowledge created in the platform will outperform plain vanilla conversation journey.
- Use the right methods to deliver a better user experience
Most Often chatbots get dragged away by the conversational benefits and things which should not be done conversationally, get done that way. For example, if chatbots need input, and the user is not sure what he should enter, then there could be multiple iterations or for ease of use buttons showcasing the questions of entries before the customer realises what was required of him. It might be useful to provide simple prompts from which he could choose from. Also, chatbots might require a series of inputs from the consumers to do downstream tasks.
- Integrations with internal or external systems
Chatbots are going past just recognising simple FAQs but are taking care of end to end consumer commitment journeys. In the process of fulfilling these journeys, chatbots might have to talk to internal or external systems. Using ADOHM’s chatbot features help ensure a smooth deployment of the bot on platforms like the company website, WhatsApp, Facebook messenger, Telegram, etc.
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