As a communications professional, you are constantly looking for ways to streamline processes and monitor quality. Chatbots can help with that. Its application increases efficiency, cost reduction, and increased customer and employee satisfaction. But how do you start doing that?
Related topic : How to set up a Facebook chatbot
2018 should be the year of chatbots. And not just for larger organizations, SMEs too! In this article, I’ll take you in the 7 steps that should be part of the development of a chatbot for your organization.
In the coming years, people and organizations contact is increasingly being handled by chatbots with human traits. But there are many different variants and applications of chatbots, such as chatbots that engage in conversation with customers or chatbots that act as work preparers. That’s why it’s good to clearly determine the role of chatbots and Artificial Intelligence for your organization. play.
Also to discover : How to use a chatbot
The development of chatbots and the impact on service, marketing and sales are at least taking a bird’s eye view in the coming period. The steps below can help you create and develop a chatbot for your organization.
Plan de l'article
1. Determine the purpose of your chatbot and define tasks
One of the most important steps in the development of a chatbot is to define tasks. What do you want to use the chatbot for? What problems and challenges can a chatbot solve for your organization? What better can a chatbot help your customers with? These include questions about opening hours, passing meter readings or requesting product information. Chatbots can be deployed for three purposes.
- To support a service agent, where a chatbot suggests answers. Service agents only need to approve or disapprove this answer.
- As a work preparer, where the chatbot get the necessary information, such as an email address and/or customer number from the customer and prepare this information. This way the agent can take the job well.
- A chatbot that handles service questions on its own.
It’s not yet conceivable for a chatbot to take over all of your organization’s problems. So choose something specific to increase the success of your chatbot. Starting with one task allows you to better measure what’s happening, if it delivers efficiency, and whether customer satisfaction is going up.
2. Training, training and more training
Once you have a clear picture of the purpose of your chatbot, you can start collecting examples. This allows the chatbot to understand what you mean. Where bots used to be mostly scripted, we now have Artificial Intelligence and technologies to make bots smarter. This gives the current bots the ability to achieve the goal of to find out (intent), but also to filter information from the message (entities), such as an email address or customer number. So a bot can be trained to understand messages.
But how does that work? Most organizations that start with chatbot are already in a service process, where online messaging is handled in a tool. By categorizing questions and extracting examples from their own process, you can feed the chatbot with the different messages and different ways the customer asks a question.
3. Stay in Control: Define Business Rules
A chatbot now has a purpose and learns to recognize the intention of a message. The next step is to set business rules, telling the chatbot where it can get information from, when to use external systems, and when to ask for additional information from the customer. In other words, what can the bot do and what shouldn’t? Bots are getting smarter nowadays and can be self-learning. Still, it’s good to set business rules so you can control what the chatbot does.
Examples of business rules include opening hours. If a customer asks what time your organization is open today, the bot needs to be aware of different opening hours, such as Wednesdays and Saturdays, as well as what day it is today. If a customer has an order question, a customer number must be known. When the customer number does not appear in the customer’s message, the bot is supposed to request the customer number. Is the customer number there? then he can take the next step. The business rules are the navigation system for your chatbot. The rules send the chatbot to ensure that you can provide the right service.
4. Enrich your chatbot by connecting to external
systems Linking to an external system provides a 360-degree view of the customer and can help the chatbot perform certain actions. Such a link is not necessary, but it does enrich the chatbot. This allows you to connect a chatbot to your CRM system, where more customer information is known. You may need to address certain customers differently than other customers. This distinction can then be made.
Linking to an external system can increase the user-friendliness of the chatbot by giving the chatbot more information to resolve customer queries. For example, a chatbot can track if a malfunction occurs somewhere on the internet, and then sends a text message to interference agents. Or if a customer requests a manual, the bot can offer to email it. After all, the bot knows which customer is contacting and has this information.
5. Tone of voice: generate answers
Generating of answers ensures that you as an organization are able to add a bit of tone of voice to messages sent to the customer from the chatbot. Answers generation is also possible based on examples in historical data. However, it’s important to keep checking what the chatbot is doing and where control is needed. That’s why it’s good to stay hooked and let the chatbot learn not only from historical data, but also from its own input. As an organization, you know best what you want to radiate to a customer. Enter your own answers and the chatbot does exactly what you want!
6. Take the time to test
Keep testing your chatbot at all times. Does he always do well? If not, where’s it going wrong? Can you feed him extra examples to sharpen and improve the service? By taking a test yourself, you get a better feeling about what the chatbot for your organization and customers means. Take the time for this step, as the chatbot’s success has a direct impact on customer satisfaction.
As an organization, you know best what you want to radiate to a customer. Enter your own answers and the chatbot does exactly what you want!
7. Ready to Start…
The last step you take is launching your chatbot. It doesn’t matter which channel you choose, because the chatbot can be deployed across all channels. From live chat to WhatsApp and Facebook Messenger to Twitter DM. It’s ideal if the chatbot works in the same environment that your webcare staff work in.
Within our organization, it is visible when first line customer questions are captured by the chatbot. This allows service agents to focus on the more complex customer queries left, which also increases employee satisfaction.
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Think big, act small
Want to make your chatbot successful? Start with small application so that what’s happening remains measurable. The steps that have emerged in this article remain a repeated process, in which you are continuously striving to optimize the service provided by the chatbot. Don’t forget that you have a lot of knowledge about what you’re doing right now. A chatbot is an extension of yourself and your organization.