Chatbots continue to rise in popularity as the preferred way for customers to interact with their favorite brands. As this interaction happens, the challenge engineers face is adapting chatbots to the unique variances in vocabulary and dialect of the user. Keeping up with relevant chatbot trends is crucial to modern business success. As businesses utilize AI to adapt to these changes, they will find many potential challenges still hold back their customer success, some crucial factors to look out for include :
Continued adaptation to regional dialect –
With chatbots becoming more advanced, they will grow more capable of handling different region’s dialects than ever. As customers access your brand globally, businesses need to be able to identify the specific ways certain areas and cultures interact. The customer experience isn’t one size fits all, and a great chat flow design in one region may not translate well to another. Preparing for this will reduce the chance that customers have to repeat commands or requests from the chatbot.
Today it is inexpensive and easy to employ chatbots within the contact center. Management will find that chatbots increase savings involved with constant & consistent customer service. This will free up agents to handle complex customer needs more efficiently and let chatbots deal with simple & repetitive tasks. This leads to higher employee satisfaction which reduces call center churn.
Potential Misinterpretation of customer needs –
Because intent is still difficult for a chatbot to assess. It’s important that developers are aware that misinterpretations are still a common factor in chatbot implementations, they need to be able to quickly adjust when mistakes are identified. Your chatbot needs to have a strategy so that the customer can avoid having to repeat any substantial amount of information.
Forty 7 Ronin’s expert chatbot interaction designers can help your team devise a plan of action that keeps your contact center ahead of the current trends and focused on driving digital transformation and customer experience.