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Raising the Levels of Service and Personalization on Your AI-based Chatbot
If you’re providing top-notch digital service to your customers, chances are you already use some type of artificial intelligence (AI) enabled virtual assistant or chatbot. But if you’ve implemented the technology in the past, you may be wondering how you can scale it up to provide more functionality and have a broader reach, particularly during the global pandemic, when staff shortages have increased alongside customer demands.
Alternatively, you may be wondering how you can build increased personalization into your chatbot. After all, customers today expect a more personalized customer journey, and with virtual assistants handling much of call and message routing, they’re often the first touchpoint customers reach.
New Jersey-based provider of digital marketing performance iQuanti recently noted now may be the best time to fine-tune your AI chatbot to increase its functionality, and give your customers an improved user experience. To scale conversational AI right, you’ll want to find what works best for you and your consumers — which may take a little trial and error.
“You can also make it even easier to tap into support by integrating your chatbot with popular channels like WhatsApp, Facebook Messenger, and Apple (News - Alert) Business Chat,” advised iQuanti. On top of that, you can enable customers to start a conversation on one platform and finish it on another later on.”
Rather than giving your users a short list of automated replies that may or may not fit their needs, it’s best to provide a more engaging conversation to recognize their requests better, which is where AI and automation can come in. However, to scale your conversational AI right, you’ll need to make sure that as your AI “learns,” it continues to sound and think like your brand.
Users are looking to communicate with a bot that can offer actual dialog to answer their questions. You’ll need to have an in-depth understanding of your customer’s needs, questions, and concerns to give them more tailored answers during the interaction.
Edited by Luke Bellos