Chatbots are slowly taking over every aspect of a business, right from customer service to marketing. Their efficiency and usefulness have been proved time and again. We see that even Government organisations are starting to understand the benefits of having a chatbot incorporated into their activities. But developing a bot for a government organisation poses a lot more risks. Here are some steps to consider to ensure you don’t make any errors –
- Ability To Handle Complex Conversations
Chatbot agencies must ensure that the bots are built to support complicated conversations and provide them access to data repositories that can help them solve the user query (ex- calculating social security benefits). Your bot is of no help if it does not have the right access to resources to help citizens with their day-to-day concerns.
- Smooth Conversational Experience
Just as it is important to make sure your bot is smart and has access to the right data, it is also equally important that there is a smooth cross channel integration. Yes, a bot cannot provide all the answers, but it must be well connected to direct the user to the right channels without causing any confusion. This will help end users get the same information from chatbots as they do from more traditional channels like web and mobile.
- A Bot That Can Explain Itself
We’ve now created a smart bot seeped with the right information, the next step is to ensure that the users can easily understand what the bot is trying to communicate. Step away from technical jargons and complicated words. The goal is to simplify things for the user and not complicate it further. Agencies need to be prepared and choose a chatbot platform that can easily explain its decisions in clear and understandable language. This will help build the authenticity of the bot and increase the public trust.
The Chatbot is one of the hottest topics in most businesses across all industries. Indeed, in full digital acceleration , companies want to modernize their services , and in particular their customer relationship. Chatbots undoubtedly represent a quick optimization solution : a recent study by Gartner shows that 85% of the customer relationship will be automated by 2020. And one of the main sectors concerned is insurance.
The challenges of digital are considerable for insurance companies: they must not only adapt their business models to the needs of consumers, but also digitize their internal processes. A recent CCM Benchmark study of more than 1,370 users shows that 49% of respondents would be willing to use Chatbot to contact their advisor . However, they would not give up the opportunity to interact directly with their bank or insurance.
Chatbots as insurance advisers?
Bots are blessed bread for the entire sector at the time of the big data explosion. They are able to learn and adapt as they are used and search for information in large volumes of data in seconds. Artificial intelligence allows properly programmed Chatbots to recognize patterns and repeat actions from certain words, phrases or other stimuli.
The future of insurance?
With the bots advisors, insurance companies are bringing their services into a new era. The Chatbots allow them to answer most of the questions of the insured, that they relate to the offers and tariffs and their conditions, but also on the declaration of claims and the prevention. For a frictionless customer experience, think of a bot Messenger or WeChat : the customer contacts you directly from his account.
Be careful though, the first versions of a Chatbot are never satisfactory! The agency needs to “teach” it how to react to a given interaction. Finally, users must be aware that they are dealing with a bot and not a human agent, to avoid disappointment with the service or the company.
The future of Chatbots in the insurance sector will obviously depend on the development of artificial intelligence . The more machine learning and algorithms are improved, the more interactions with Chatbots will come closer to a human conversation.
Here are the steps to build a good ChatBot:
1.They do not play guessing
Everyone is talking about artificial intelligence (AI). However, Chatbots too focused on understanding natural language, finally forget to guide the user.
If the user can access a feature by writing a complex sentence, they can also do so by clicking a single button. It is neither helpful nor relevant to ask them too much detail.
A good ChatBot must consist of:
A welcome message that explains the Bot’s mission.
A menu that reminds users what they can do.
A simple “button” and quick answers .
Artificial intelligence is a bonus. If the Bot can understand 1% of what the user writes in a complex sentence, that’s good enough.
2. They must be beautiful
Despite the constraints imposed by Messenger, you have no excuse to create a visually unattractive Bot.
It is necessary to use as much as possible attractive images and visuals, of course in line with the identity of the brand.
3. Make short answers
Short answers are much more appreciated by users. You can also insert emojis , pictures or icons in your answers.
Your Bot will look much more comfortable with emojis and users will feel closer to it at the same time.
Be brief and concise.
A user is attracted to visual elements. Long texts in ChatBots are a brake for the user. It will not read the superfluous text, which can be problematic if your text contains important information …
It can never be repeated enough, to create a successful ChatBot: be brief.
In summary, your ChatBot:
– Should not play guessing
– Should propose buttons and quick answers
– Have a beautiful design
– Include emojis
– Should comprise of short texts
With that, it is impossible to miss your Bot!
Chatbots are very efficient when it comes to solving problems for a business. There is a huge influx of chatbots by different brands and companies, there arises a need to ensure that your bot stands out. Branding your chatbot can help tackle this problem. By creating a separate identity for your bot, you can ensure better recall value by its users.
Although, branding is an important step towards creating a successful chatbot, here are some factors that you have a consider before creating branding your business chatbot –
Setting a realistic goal
It is true that technology has come a long way and almost anything is achievable with the help of artificial intelligence and virtual assistants. But, creating a bot that can perform multiple activities takes time and you might end up losing the focus on why the bot was created in the first place. For this reason,the bot must have a clear, achievable goal that it can perform perfectly every single time.
Chatbot should align with your brand
It is important to develop a bot whose persona is aligned with your brand and its values. If your bot is entirely different from your brand, the result will be unfavourable for your business.Make sure your bot is consistent with the overall brand experience your customers are already aware of.
Chatbot must be relatable to your target audience
The personality of your bot must be in sync with your target demographic. Let’s say you are cool e-commerce clothing brand for young women, then your bot must be funny and quirky and full of life. It must be like a best friend you go shopping with. But if your bot is formal and to the point, the users cannot relate to your bot.
Do you have any other factors that can affect the branding of your bot? Let us know in the comments below!