According to Gartner, 25 percent of customer service operations will involve the use of chatbots by 2020. Chatbot applications are getting smarter, quicker, and more intuitive to human behaviors and preferences. Chatbot technology is enabling businesses to improve their customer service by effectively handling real-time chat conversations.
To complement the increasing demand for automated customer experiences, a wide range of chatbot applications are available in the market. However, it leaves many businesses lost when it comes to selecting the right conversational tool for their clients and customers. According to a recent Forrester report, even after implementing a chatbot solution, many market leaders were unable to achieve the required level of personalized support. Only 21% were able to provide customized automated experiences as per their requirements. Let’s explore what considerations must be kept in mind before choosing a chatbot for your business.
Chatbots in Enterprises
For businesses, chatbots should be readily available and accessible across a variety of channels. They must also be integrated into the internal business systems. When it comes to a bot development strategy, enterprises have several options. A bot that performs a single task is not a feasible option for enterprises that need an automated workflow.
With chatbot frameworks, programmers get assistance with structures with which they can build individual chatbots. These frameworks, however, are a collection of tools and services. The frameworks can be used to assemble and deploy a single-task bot as they apply to a fixed set of use cases. Eventually, it lacks end-to-end development and ongoing management capabilities. Frameworks are useful only in small use cases. But, for an enterprise where the overall requirements and scope are more demanding, this is where a chatbot platform comes into the picture.
Below are the requirements that enterprises must take into account when it comes to their chatbot development platform:
Chatbot Interaction:
For an effective chatbot development process, enterprises must identify the requirement to improve their customer service efforts. The next step is to examine how it will interact with the users i.e voice-based interactions or chat. It also includes the selection of a conversational interface that will be used to communicate with the users. Business leaders must also figure out if their bot should be used to deal with the customers or handle internal operations. It is because both entail separate framing and can add value to the business.
Executing multiple tasks with different types of chatbots:
It is an imperative function for enterprises as it enables them to track and streamline multiple functions at once. Preferably, enterprises should have the ability to deploy a chatbot that works on a single task. It also includes creating and deploying a multi-purpose chatbot that communicates with multiple systems and performs a variety of tasks. A chatbot development platform should offer ready to deploy and pre-built bots that address certain use cases (e.g., customer support, lead generation, etc.). It must also include the ability to customize them as per your business requirements for handling multiple workflows and processes.
Does the chatbot incorporate speech support and natural language processing (NLP):
It can produce valuable data with every interaction a chatbot has with the customer. The data is normally based on the types of questions being asked and the sentiments behind those questions.
Chatbots must be able to analyze the hidden sentiments behind a question before providing the appropriate response. It is important to establish productive conversations that save both time and human effort. They should be able to recollect information, understand, and continuously learn from the given data. This will allow chatbots to improve and evolve depending on the customers’ needs. Using machine learning at this stage, chatbots can be further developed to better respond in a more natural way. Conversational artificial intelligence aided chatbots can deliver a better, more ‘human’ like customer experience.
Chatbot Strategy:
Businesses must ensure that their chatbots have full support from the internal systems and are effectively aligned with the processes. They should select the right internal systems like API integration so that their chatbot services are available effortlessly across multiple platforms. Having multiple-task chatbot services will enable businesses to automate the processes and facilitate both internal and external users with other productive work.
Domain knowledge and industry experience:
It’s crucial for enterprises to identify and engage with the right technology and platform providers having considerable domain knowledge and industry experience. Businesses need to determine what chatbot development platform or relevant framework will augment and facilitate to support their customers and employees. It is important for enterprises to assess and identify the features that will actually matter and provide clear bottom lines.
Ability to bridge with the platform:
Enterprises must check if a platform has the ability to share messages between bots, users, and cross-functional systems. It includes sharing messages that are stored between users, bots, and systems. It provides a comprehensive and clear picture of the functionality of a chatbot development platform and subsequently, the bot.
BIO: We are a Chatbot development company that provides chatbot app development services to facilitate automatic customer interactions. Our chatbot development team transforms the way your business interacts with customers and streamline interactions. We integrate virtual assistants to engage customers, get real-time insights and maintain a consistent voice for your brand.