It has been a while since the rise of Chatbots and there is no doubt that these bots have proven to be incredibly helpful to both the brand and the user. It minimizes effort and maximises the benefit. It also serves as a great marketing tool for the brands.
But with the the rise of a new feature also comes a rise in the errors and mistakes made. The story doesn’t end after the development of a chatbot. Businesses make plenty of mistakes when it comes to revising the functionalities and conversational abilities of a bot.
Here are some common mistakes that your bot must definitely stay away from –
Lack of focus
Bots are developed as a solution to a problem. It is important to identify the principal problem and ensure that the bots are working towards that. Make sure that your bot is not trying to do a hundred tasks at once. It may lose focus and in the end, you will be unable to solve your primary problem.
Spamming an abandoned conversation
This is one of the biggest mistakes committed by the bots. Users constantly complain of getting spam messages from the bot even after the conversation has ended. It is worse if the bot continues to spam the user even after it was unable to effectively help with the user’s query. Alternatively, the bot can send a message or two after the conversation if it contains some valuable information that the user will appreciate.
Inability to answer the question
This is another good reason as to why your bots are not that successful. It simply does not add any value for the user. The main reason why bots where set up in the first place was because they could respond to the users’ queries instantly. If its unable to find an answer for the question, it must let the user know about it instead of repeatedly dodging the question or providing irrelevant answers. It only makes the user more annoyed. It could provide the user with an email ID or a helpline number incase the question is out of scope from the bot’s abilities.
Asking repeated questions
The bot must be developed in such a way that it is able to store information of previous engagements with the user. It becomes a mundane task for the user if they have to provide their contact information or account details every time they communicate with a bot. Therefore, it is important to integrate your chatbot with user information data to simplify the process for the user.