{"id":8681,"date":"2018-06-07T14:33:09","date_gmt":"2018-06-07T12:33:09","guid":{"rendered":"http:\/\/visionarymarketing.com\/en\/blog\/?p=8681"},"modified":"2021-10-24T10:31:11","modified_gmt":"2021-10-24T08:31:11","slug":"improving-customer-experience-chatbot-4-tips-remember","status":"publish","type":"post","link":"https:\/\/visionarymarketing.com\/en\/2018\/06\/07\/improving-customer-experience-chatbot-4-tips-remember\/","title":{"rendered":"Improving your customer experience with a chatbot: 4 tips to remember"},"content":{"rendered":"

The future of the chatbot (or conversational robot) seems to be very bright:\u00a0<\/em>It is projected that by 2020, 80% of companies would be using them for their interactions<\/em><\/strong> with customers<\/em><\/strong>.<\/em>\u00a0As a result,\u00a0<\/em>the chatbot market is expected to grow by 37% in the next 4 years<\/em><\/strong>\u00a0<\/strong>.<\/em>\u00a0But, what are they really?<\/em><\/p>\n

Enhancing one’s customer experience with a Chatbot<\/h2>\n

Are there any constraints?\u00a0How to set up a chatbot? Faced with these questions, Claire Sorel of Visionary Marketing interviewed Fr\u00e9d\u00e9ric Canevet, Product Manager at\u00a0Eloquant.com (customer relations specialist).<\/p>\n

\"\"<\/a><\/p>\n

Tip # 1: Make a qualitative and quantitative assessment of the most relevant use case, then customize the conversation design accordingly<\/h3>\n

The problem must be voluminous and recurrent.\u00a0Frederic reminds us that it\u2019s not a question of volume only, sometimes a FAQ can be sufficient, but the value is also important.\u00a0The good news is that value is attainable, thanks to a connection with the information system the bot is able to deliver personalized answers in a very simple way to the users.\u00a0It is therefore important to frame the use case appropriately.
\n<\/p>\n

Tip # 2: Comprehend the operations<\/h3>\n

Although setting up a bot is a management decision, it is required to comprehend the operations well in advance to better understand how to solve a problem.\u00a0Following this methodology, we must surround ourselves with people who will first ask a dozen questions to the bot, which would create a use case of data.\u00a0Then, the collaborators begin what is called a training phase.\u00a0For half a day, they keep asking the bot questions.\u00a0This would allow you to accumulate a number of typical questions to feed the bot with.\u00a0You must also keep in mind that the bot must learn continuously, i.e., it should evolve so as to reach the required response rate, which lies between 85 and 95%.<\/p>\n

Tip # 3: Create chatbots specializing in domains<\/h3>\n

Fr\u00e9d\u00e9ric reminds us that a bot which responds to just anything is not a good one.\u00a0The responses must correspond to precise use cases that resonate with demand in terms of volume and value.\u00a0His advice is to have a bot specialized in a particular domain: a bot for customer service, order tracking or for other special cases such as helping the person in his ordering process.\u00a0It is simple enough, we can customize the bot as needed and especially so that it does not mix up everything- for Frederic indicates that if the sentences are slightly similar, the bot is likely to be wrong.<\/p>\n

Tip # 4: Make the bot direct the conversation<\/h3>\n

While designing the conversation structure, one must try to guide the user to avoid being deceived by the bot.\u00a0For example, when the conversation with the bot begins, according to Fr\u00e9d\u00e9ric, the bot shouldn\u2019t say “hello, how can I help you?\u00a0but rather, “hello, do you want to track your order? The bot must begin with an unambiguous, to-the-point statement and it should always be able to steer the conversation.<\/p>\n

use case of a chatbot: the Eloquant example<\/h3>\n

Eloquant is a French-based SaaS CRM software vendor and is working with a French company that had just obtained new missions from the state. The missions resulted in large volumes of applications to be managed by the employees in a short time.\u00a0In order to meet the requirements of its missions, the call centre increased its workforce from 60 to 160 employees.\u00a0But, despite having an augmented workforce, processing times and delays were on a rise.\u00a0The administration then used Eloquant to ease the workload of its employees and to focus only on Level 2 and Level 3 claims.<\/p>\n

Identification of the levels of demand:<\/strong><\/p>\n

    \n
  • Level 1\u00a0request<\/strong>:\u00a0very simple and recurring requests<\/strong><\/li>\n
  • Level 2 request<\/strong>:\u00a0semi-complex issues <\/strong>which could be handled by a chatbot<\/li>\n
  • Level 3\u00a0request<\/strong>:\u00a0requests too complex to<\/strong>\u00a0be managed by a bot<\/li>\n<\/ul>\n

    At first, a FAQ is set up- a program on the Internet that allows people to do “self-service”.\u00a0But this isn\u2019t enough.\u00a0A chatbot is needed and its setup requires a special process, which is as follows:<\/p>\n

      \n
    1. A workshop to define the needs<\/strong><\/li>\n
    2. Feed the chatbot:\u00a0<\/strong>Use the semantic analysis solution on 70 of the received emails and phone reports in order to analyze the conversations.\u00a0Thus, we end up identifying and quantifying the most recurring themes and the exact formulations of the questions asked by the customers.\u00a0By now, the chatbot is fed with some initial learning.<\/li>\n
    3. Take the human factor into account:<\/strong>It is not just a software that is setup, rather a whole project that is built.\u00a0It is vital to use imagination now to come up with certain hypotheses and anticipate content that the bot may encounter in future.\u00a0For this, a discussion workshop is organized with the operators so as to get familiarized with the real problems facing the customers. Another workshop is conducted with the IT department to discern the feasibility of the connections to the information system to obtain a response with added value.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

      The future of the chatbot (or conversational robot) seems to be very bright:\u00a0It is projected that by 2020, 80% of companies would be using them for their interactions with customers.\u00a0As a result,\u00a0the chatbot market is expected to grow by 37% in the next 4 years\u00a0.\u00a0But, what are they really? Enhancing one’s customer experience with a …<\/p>\n","protected":false},"author":70,"featured_media":42501,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4069],"tags":[],"class_list":["post-8681","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-marketing"],"yoast_head":"\nImproving your customer experience with a chatbot: 4 tips to remember<\/title>\n<meta name=\"description\" content=\"The future of the chatbot (or conversational robot) seems to be very bright:\u00a0It is projected that by 2020, 80% of companies would be using them for their\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/visionarymarketing.com\/en\/2018\/06\/07\/improving-customer-experience-chatbot-4-tips-remember\/\" \/>\n<meta property=\"og:locale\" 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