The chatbots have made strides since their inception almost a decade back. There are many of them who gives customer support on Slack and yet others aim at lonely people keeping company with their surprising wit.
The potential of these chat based bots is game changing and there are many experts who even predict that these will eventually dislodge the apps with their uniquity, usage depth and importance in our daily lives.
Almost all of the technology majors are putting all their investments behind AI, which is in turn is based on machine learning and Big Data, as they are continuously trying to reach what may be termed as nearest to human intelligence. The bots in the present times are for initiating dialogues and to spur conversations with the customers.
However, there are many instances when these bots go bad. Some of these may tell the same thing repeatedly and yet some others are unable to answer the simplest questions, as the designers mistakenly overlooked that the humans often ask questions which are unpredictable and silly.
A poorly designed chatbot UX will quickly turn a customer engagement into a terrible user experience. The users generally have high expectations from these bots powered by Artificial Intelligence. It is these which are taking customer experience to the next great level. The UX experience rendered by these bots must be able to make the customer feel as if the chabot is speaking in its own human language.
The foundations on which these bots are based on are not only dependent on the programming skills but there are lots of dependencies on the UX design. The usability of the bots is determined by how much they are able to answer the queries asked by their users.
AI must have the ability to comprehend in-depth human behaviour. Not much cross questioning is required, but they must be able to answer all the queries from the humans. Your bots appear with a smarter personality with fully incorporated AI and language interpretation in place.
Humans prefer to think that the bots used by them are more like friends who are answering all their queries in the form of some useful information, rather than one human machine interface or for that matter a robot.
There are many users who quite annoyingly ask repeated silly questions to their bots, so that they must be designed in such a way, that the most polite and non-offensive answers are provided with.
Short and simple answers are what attracts your users. If the chatbot is unable to reply in lengthy sentences, then they must be programmed in such a way that the replies are made in short and compact sentences.
The conversation with these bots is made more engaging and interactive with videos and photos to explain something in further details.
These bots also need some human supervision as it is not always possible to get all the answers based on them. There are some levels of interactions which require customer interactions to be carried out with the company executives.
The best of the UX experience ensures that the bots are programmed in such a manner so that it understands when to escalate the query to a higher level supervisor. This will make it possible to resolve the customer issues, without causing any delays whatsoever.
The bots that are developed must ensure that the bots say the right things at the right time. You can involve a set of random people to test the bot, whether it has the right effect. This will be successfully bring out those areas which were overlooked earlier. Once the flaws are rectified, these chatbots can be successfully displayed to millions of users. The chatbots must not be the ones that performs some mundane activities, but must be designed as a specialized purpose-driven bots that engage your target audience.
Appinventiv is one of the best mobile app development company, that have seen an outstanding pace of growth, in a matter of two years time. They have worked in many verticals like restaurant, health, learning, entertainment and many more. They believe in delivering user-centric apps for their customers, utilizing cutting edge technologies.
Jas is a blogger, author and strategist and have worked with companies and brands to optimize their online strategies with digital content and social media marketing.