{"id":50169,"date":"2024-07-03T16:46:39","date_gmt":"2024-07-03T14:46:39","guid":{"rendered":"https:\/\/enreach.es\/?p=50169"},"modified":"2024-07-04T08:57:46","modified_gmt":"2024-07-04T06:57:46","slug":"common-chatbot-implementation-mistakes-and-how-to-avoid-them","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/common-chatbot-implementation-mistakes-and-how-to-avoid-them\/","title":{"rendered":"4 common chatbot implementation mistakes and how to avoid them"},"content":{"rendered":"
Level:<\/strong> Intermediate<\/h5>\n

Yes, artificial intelligence enhances our customers’ experience by providing immediate responses.<\/strong> In fact, 68% of consumers<\/a> cite this as their favourite feature, according to Userlike.<\/p>\n

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\u201c68% of consumers cite this as their favourite feature\u201d.<\/p>\n

Userlike<\/p>\n<\/blockquote>\n

However, a good experience can turn into a nightmare <\/strong>if the chatbot isn’t programmed correctly.<\/p>\n

Here are four mistakes<\/strong> we see on some websites and how to fix them.<\/p>\n

1. POORLY STRUCTURED FAQS<\/strong><\/h2>\n

With a conversational AI chatbot, we’re obliged to create a menu of options<\/strong> (similar to a written IVR menu) for users to select the most relevant question.<\/p>\n

But what if there isn’t a suitable option<\/strong>, or worse still, there’s no place to ask an open-ended question?<\/strong> This hampers the customer experience.<\/p>\n

The philosophy behind self-service is to automate customer service without sacrificing the quality of the agent-assisted experience.<\/strong><\/p>\n

If we don’t embrace this premise, we’ll create a bot that won’t benefit the user <\/strong>and will result in a flood of phone complaints.
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SOLUTION 1: OFFER A VARIETY OF FAQS<\/strong><\/h3>\n

Especially at the beginning, when you are unsure of which FAQs to offer<\/strong>, we recommend offering a range of options<\/strong>, from pricing and product information to job applications or demos. Once the bot is up and running, it is important to continually improve these FAQs.<\/strong><\/p>\n

Using the bot’s configuration panel, you can track how many queries each topic<\/strong> receives<\/strong> and replace those that have no queries within a month.<\/strong><\/p>\n

SOLUTION 2: IMPLEMENT A HYBRID CHATBOT<\/strong><\/h3>\n

Another approach is to enable a hybrid chatbot that combines a conversational AI <\/strong>tree menu with open-ended, generative AI<\/strong> queries. This reduces user frustration<\/strong> when they can’t ask for what they want.<\/p>\n

While generative AI can be creative and susceptible to trolling, it is important to limit it to specific knowledge bases and test it before activating it on our website.<\/strong><\/p>\n

This option is particularly attractive for contact centres, which can use open-ended questions to incorporate the most common ones into FAQs.<\/strong><\/p>\n

2. INABILITY TO SPEAK TO AN AGENT<\/strong><\/h2>\n

Customers who contact a chatbot are generally looking for a quick, out-of-hours response. <\/strong>However, some may have more complex queries and prefer not to call.<\/p>\n

“The customer is always right” is a mantra when dealing with the public. Even if phone channels are reserved for incidents, if a user contacts the chatbot with a serious problem, it is necessary to allow the chatbot to transfer the request to an agent.<\/strong><\/p>\n

TRAINING THE BOT PROPERLY<\/strong><\/h3>\n

We train our generative AI to automatically transfer the chat to an agent if it doesn’t understand the nature of the query, without the customer explicitly requesting it.<\/strong><\/p>\n

Firstly, because with the new Spanish Customer Service Act<\/a>, we must always offer human support <\/strong>as an alternative to chatbots, or face fines of up to \u00a3100,000.<\/strong><\/p>\n

And secondly, it significantly improves consumer readiness:<\/strong> according to Simplr, 80% of consumers<\/a> are more likely to engage with a chatbot if they know the conversation will be transferred to an agent.<\/p>\n

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\u201c80% of consumers are more likely to engage with a chatbot if they know the conversation will be transferred to an agent\u201d.<\/p>\n

Simplr<\/p>\n<\/blockquote>\n

3. NOT ASKING FOR FEEDBACK<\/strong><\/h2>\n

If we’ve recently activated the chatbot on our website, we’re missing a significant opportunity to measure customer satisfaction by not requesting feedback after each interaction.<\/strong><\/p>\n

The AI can analyse and identify user sentiment during conversations<\/strong>, and send us a rating for each one. However, it’s also beneficial to contrast the bot’s automated assessment with direct user feedback.<\/strong><\/p>\n

Consumers like to be heard<\/strong>, so while we can measure their sentiments independently, it is always valuable to involve them in the bot’s improvement process.<\/p>\n

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    4. ARTIFICIAL INTELLIGENCE HALLUCINATIONS<\/strong><\/h2>\n<\/li>\n<\/ol>\n

    AI hallucinations occur when the bot confidently gives a wrong answer because it thinks it is the right answer.<\/strong>The purpose of AI in customer service<\/a> is to free agents from routine queries, not to give us headaches.<\/p>\n

    To avoid this, we recommend that knowledge bases are well structured.<\/strong> This means avoiding mixing concepts in the same article.<\/p>\n

    For example, if a document explains how to activate a service, don’t include the steps to deactivate it.<\/p>\n

    READY TO IMPLEMENT A CHATBOT FOR YOUR BUSINESS?<\/strong><\/h2>\n