Because the use of bots across digital channels is skyrocketing, there’s a pretty good chance consumers have had multiple bot experiences. Good, bad, or indifferent. Why settle for anything less than a great bot experience for your customer though. In this post, we’ll show you what the interaction looks like for your customers, but first, let’s take a closer look at why it’s important to create a great bot interaction.

Why Develop A Great Bot Interaction

Even before COVID, bots were growing in popularity. Salesforce predicts a 136% growth rate in the use of AI chatbots and according to Gartner, by 2020, around 85% of our interactions will be handled by bots instead of humans. This is not because they have replaced humans entirely, but because they have augmented humans by taking care of the tasks that don’t require a human to complete.

More companies are turning to bots to facilitate a variety of common or repetitive tasks, to free up agents to handle more complex interactions. Bots can be integrated into a spectrum of workflows across an organization, like customer referral programs or promotional offers. Whether it’s a bot that greets your customers and gathers data to route them to the best suited agent or queue, or a bot that presents offers based on past purchases, bots can do a lot of heavy lifting.

In short, as bots become more integrated into your processes and workflows, interactions with your bots become intertwined with your brand. Just like training any new employee, you’ll want your bot to deliver against your brand values and voice. Every company is different, but there are a few key characteristics that are consistent with a great bot experience.

Characteristics Of A Great Bot Experience: Make It Purpose-Built

It’s important to remember that your bot will only be as good as your configuration of it. Thoughtfully planning out your bot flow before you jump into any bot designer is critical. Here are a few considerations you should keep top of mind when designing your bot.

• Conversational
  While the customer should know they are chatting with a bot, it shouldn’t feel like they are interacting with a machine. If your agents would normally say “Hey! Glad you’re here. How can I help you?” configure your bot to do the same. Ensure the bot mirrors your brand voice. Keep questions clear and simple with short suggested answers to make it easy for your customer to understand and respond.
• Efficient
  A great bot experience will usher the customer through a frictionless workflow with the shortest path possible to the answer they’re looking for. Design a bot that can transfer conversations to other queues, agents, or even other bots if necessary.
• Intelligent
  Just because it’s artificial intelligence doesn’t mean you can’t make your bot genuinely smart. Teach your bot industry terms, synonyms for common words, and alternate ways a customer might ask a question. A bot can deliver a great experience by being emotionally intelligent too. Enable sentiment analysis to understand your customers’ tone and general attitude during an interaction to deliver a personalized experience, or to automatically escalate to a live agent when necessary.
• Integrated
  Integrate your bot with other backend systems and/or your CRM. Make it easy for your bot to retrieve information that your customer needs to resolve their inquiry. Bots shine when it comes to retrieving information quickly. Finding an order number, sending a link to track the status of a shipment, or helping a customer reset a password are the easy, low effort requests that can be frustrating for customers to call or email about.
• Omni-capable
  Your customers aren’t using just one digital platform. Design a bot that can converse across multiple digital platforms. Keep it consistent by building one bot and enabling across multiple digital channels such as web chat, SMS/text, and social media.

Set The Chatbot Bar

Each experience your customer has with a chatbot creates their expectations of what the next experience should look like. Designing with the features above in mind can help you set the bar high for chatbot experiences.

If you’re ready to implement chatbots, or would like to learn more about this topic, register for the REPLAY of the June 9, 2020 webinar, “Embrace and Activate Digital Customer Engagement for Future Success.”

­­­­­­­­­­­­­­­­­­­­­­­­Blog post, written by Quiq
Quiq helps brands present their customers with consistently jaw-dropping customer experiences across SMS/text messaging, rich messaging, web chat, and social channels.

The post 5 Key Traits Of A Great Bot Design appeared first on Execs In The Know.

For those who worry that technology is doing irreparable harm to our day-to-day communication, here’s some good news. The art of conversation is not lost, it’s just evolving. In the customer experience call center world, we’re on the front lines of business to consumer communication disrupters, starting with digital channels like a company website and chat, to SMS-text, social media, advancing natural language processing (NLP), artificial intelligence (AI) and cognitive learning, automation, and analytics. These tools bring tremendous opportunity to win and retain customers with better CX.

According to Gartner, 89% of companies are competing on CX, yet less than 10% of consumers think service from the call center is good. Today’s businesses need to improve service, be easier to do business with and open 24X7, and be consistent across multiple channels and digital devices with personalized interactions, empathy, and insight. Without this optimized service, brands risk becoming irrelevant to today’s customers, who show no loyalty. A Unified Customer Experience Strategy® brings a balance that leverages the latest digital innovation, while also cost-effectively improving service through conversations that make emotional connections with customers. This means understanding these three drivers: 

1) Customers’ expectations of service competence are higher every day, with world-class companies like Amazon and Apple setting an excellence standard that is leading with self-service and integrating human expertise when it adds value. Households have adopted digital and AI innovation as a way of life. Think “Hello Siri.” Starting your conversation with a bot is rapidly becoming the new norm. According to a recent Google study conducted by Northstar Research, more than half of U.S. teens and 41% of U.S. adults use voice search on a daily basis. A consistent customer experience that bridges channels is extremely important for Generation C—a demographic of connected customers  that represents today’s  buyer attitude and mindset. Bots, increasingly, provide a strong sense of reliability, consistency, and ease of use, which are critical to meet the demand for a unified customer experience strategy.

2) Conversations are driving commerce. “Conversational commerce” is a term coined by Uber’s Chris Messina in reference to the intersection of messaging apps and shopping. With customers interacting through messaging and chat apps, conversational interfaces have become mainstream, enabled increasingly by AI and bots. Today talking to a bot is more and more akin to connecting with a human. Bots employ NLP for more colloquial verbiage and appropriate tone, recognition and understanding, to increasingly replicate a human interaction. Culture and customization can be applied to mimic character and persona of human agents. And, with their ability to process language, chatbots are able to handle tedious tasks like data entry, scheduling, and other basic assistant-like tasks.Bots, however, are exception prone and can’t deliver on all fronts. For example, in Facebook’s recent launch of a bot API for its Messenger IM service only 30% of requests could be resolved entirely without a human stepping in, according to The Information, a Silicon Valley blog.  So the seamless integration of brains, or human assistance with bots, is critical to an optimized digital customer experience. 

3) Bots are assuming more menial service tasks, requiring service agents to evolve to more sophisticated tier 2 ambassador responsibilities. The ideal self-service approach has proven to be an intelligent integration of more empowered and empathetic human agents with the highly efficient bots. Whether front-end bot or bot-assisted agent, the key is to employ automation where it adds value through reduced customer effort (improving CSAT by guiding customers to the right answer fast), cost-containment, or revenue generation. Bot deployment frees up human labor for higher-minded, more emotional and complex decision making. According to a recent report by Horses for Sources, automation is making way for strong growth of highly and medium skilled personnel—with highly skilled positions in the service provider industry increasing by 56%, and medium-skilled by 8%. However, low-skilled, routine jobs drop 30% as many of these roles get phased out over the next 5 years:

Ultimately, today’s CX expectation is the right answer, fast: an authentic connection that’s also the right combination of automated self-service, driven by bot technology via the web and messaging, or via voice, integrated with assisted support from well-trained agents, or DigiAMBASSADORs. With a unified customer engagement strategy, service providers can customize targeted deployment of these solutions—seamlessly bridging any bot-brain gaps and driving real outcomes. The most intelligent business brands know that good customer experience today is as much about smart, personalized conversations as it’s ever been.

Interested in finding out more about this topic or HGS? HGS is one of the subject matter experts that will be sharing their insights and expertise at Customer Response Summit Chicago, September 19-21, 2017. CR Summit Chicago will feature keynotes from Amazon, Lyft, Square, and Microsoft. For more information about our leading event for CX professionals, visit our event website. 

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