CXP - Customer Experience Asia
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Consumer Goods
    • Food & Beverages
    • Logistics
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • PR Newswire
  • Awards
No Result
View All Result
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Consumer Goods
    • Food & Beverages
    • Logistics
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • PR Newswire
  • Awards
No Result
View All Result
No Result
View All Result
Home Customer Experience

Building a Better Chatbot

Chatbots may not provide customers with as much satisfaction as a real person, but it can be good enough for certain tasks

byTeam CXP Asia
July 7, 2020
Building a Better Chatbot

An excellent customer experience today often involves being able to seamlessly engage customers in a digitally enabled conversation. As such, chatbots are slowly becoming the consumers’ first touchpoint with a brand, providing them with the self-service experiences that are now being craved.

These bots do have the ability to save-cost and drive efficiency, but communicating solely with a bot is not the be-all and end-all of a digitally enabled CX strategy. While customers do tend to enjoy self-service capabilities, most would still prefer to communicate with a customer service representative, according to a study by The Harris Poll.

As brands further consider what operating in the “new world” post-COVID-19 will look like, there will undoubtedly be a greater and accelerated need to incorporate self-serve options like bots and automation to maintain business continuity during these types of large-scale crises and other disruptions. Therefore, it is imperative that companies develop ways to further incorporate human elements into these digital solutions.

The most common use for chatbots currently is as a support bot. These bots can make an agent’s job easier  by delivering customer information to personalise the experience by making recommendations based on past preferences. This way, the bots can enable agents to focus more on delivering engaging human interaction.

In order to make these bots more engaging, chatbots should be built with the capability for customisable analytics. By utilising data from previous customer interactions, brands can easily determine what requests can be triaged to a bot. In most cases, the “small stuff,” such as collecting feedback, processing transactions, paying bills and booking appointments, can be done via bot without sacrificing customer happiness.

A company can also hone a bot’s “personality” by incorporating elements of their brand into the bot’s language library. This also works in reverse as bots can now hear your customers’ voices through word choices and voice inflections. Brands can embed sentiment-based routing technology to get a sense of their customers’ feelings in regard to the experience being provided. This would allow a bot to reroute conversations with an irate or angry customer towards a human agent whose empathy might be needed to resolve the situation.

Implementing a real-time translation programme can also help make the chatbot experience much better. Customers will always be more comfortable conversing in their native language. As such, bots can fulfil the need for a multilingual workforce by translating conversations back and forth from both the customers’ and the agents’ native languages in real time. However, this type of technology is on the nascent side, and it is not uncommon for phrases to perhaps get lost in translation.

Finally, bots are not a “fire and forget” solution. Initial investments into chatbots must be supported by an effort towards making enhancements and improvements on a consistent basis. Having a person provide this oversight is the key to offering more than just the average bot. In this way, CX teams can refine the bot’s intellect, functionality and personality with every unhandled message, ensuring that each interaction leads to a better one.

Tags: ChatbotsCustomer Experiencecustomer serviceCX
ShareTweetSharePin
Team CXP Asia

Team CXP Asia

CXP Asia Team strives to bring the latest Customer Experience stories and insights from around the world.

Next Post
Leveraging Technology to Enhance Customer Experience

Leveraging Technology to Enhance Customer Experience

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

AI-Made Videos Drive 50% More Potential Buyers to Car Ads

AI-Made Videos Drive 50% More Potential Buyers to Car Ads

September 15, 2022
Future of Working Out away from the Gym

Future of Working Out away from the Gym

April 21, 2021
Building the world’s computer with Microsoft Datacenters

Building the world’s computer with Microsoft Datacenters

April 20, 2021
The Future Of Travel And Tourism In A Post-COVID World

The Future Of Travel And Tourism In A Post-COVID World

April 26, 2021
Top 10 Leading CX Brands In Taiwan

Top 10 Leading CX Brands In Taiwan

December 21, 2020
Simplified Customer Experience

Simplified Customer Experience

October 14, 2020
Load More

Asia's leading portal for customer experience news and intelligence.

Follow Us

Browse by Category

  • Air Taxi
  • Airline
  • Automotive
  • Banking
  • Consumer Goods
  • Customer Experience
  • CX Experts
  • E-commerce
  • Events
  • Food & Beverages
  • General
  • Global
  • Industry
  • Insurance
  • Logistics
  • Medical
  • News
  • Online
  • prnewswire-feeds
  • Reports
  • Retail
  • Tech
  • Telecom
  • Thought Leaders
  • Travel & Tourism
  • Uncategorized
  • Video

Contact Us

  • About
  • Contact

© 2023 Customer Experience Asia. All Rights Reserved.

No Result
View All Result
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Consumer Goods
    • Food & Beverages
    • Logistics
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • PR Newswire
  • Awards

© 2023 Customer Experience Asia. All Rights Reserved.