Just 14% of people would prefer filling out a web form instead of communicating with a chatbot. However, some people may have even had negative experiences with chatbots. Maybe the chatbot missed the intention of your message. Perhaps you tried to communicate your frustration with the service, and the chatbot kept asking you to rephrase your question.
The reality is there are two sides to a coin. As much as chatbots revolutionize the customer service experience, there can also be some challenges in using them. Here are some of the challenges of AI chatbots and how you can avoid them.
AI Chatbot Challenges
Value Provided to the User
Some businesses may opt to implement the AI chatbots because of the hype. This approach is not wise as the chatbot may fail to provide value to the user. Your customers may not see the value of the chatbot. Also, the chatbot may complicate the customer’s purchasing process leading to negative user experience.
You can avoid this challenge by asking yourself this question: What problem are you trying to solve with the adoption of AI chatbot? After that, build a chatbot that solves that problem seamlessly.
Personality of the Chatbot
Research shows that personality plays a significant role in enhancing the users’ experience. This means that you need to try to design the chatbot such that it has unique behavior, characteristics, and qualities that make it similar to a human. If the chatbot is unintelligent and non-conversational, then it’s likely that your audience will find it annoying.
You can solve this challenge by assigning a personality to your chatbot. Ideally, this should be in line with your brand’s personality. You could make the chatbot smart, humorous, or even peppy.
Issues with Conversational Flow
The natural language processing (NLP) capability of chatbots is not enough to help the bot engage in more authentic conversations. It may be challenging for the chatbot to understand the emotions and sentiments of the customers. Error messages are inevitable as the chatbot may fail to understand what the customer is saying.
You can avoid this challenge by determining the limits of the chatbot’s capability. Ask yourself, what logical conversational path do your users follow? How does the chatbot handle the situation when users breach this logical flow? You could also switch the chat to a customer service representative at this point.
Now that you know the challenges of using AI chatbots and how you can circumvent them, you’ll be better placed to use them. To start using them, check out this list of the best AI-powered chatbots on ShaneBarker.com.
Infographic via ShaneBarker.com