The attractive slogans are flying around your ears: “Get started with an AI chatbot today”, “Request a free demo immediately”, “Build, implement and activate your smart chatbot easily yourself” and “Reduce your costs by up to 40% with Conversational AI.” You’re crazy if you don’t bring a chatbot into your home.
However, the practice is different. The implementation was not that easy. The savings potential is not achieved. And your customers are not satisfied either. What’s wrong here? Time for a reality check.
Technology for customer and employee contact is developing constantly and at a rapid pace. Chatbots are not new, but with the rapid developments in artificial intelligence, they are improving considerably. The problem is that the success of a chatbot is only slightly Partners Email Address dependent on technology. A chatbot is not a bite-sized IT solution, but a vital part of the employee or customer contact strategy of the organization. And even if you call the software conversational AI, it remains a chatbot. And that promised intelligence still largely comes from a human being.
Chatbot is not a plug and play tool
Know what you’re getting into. Because the consequences of ill-considered action can sometimes be incalculable, practice shows. The key question is, of course, whether a chatbot is right for the organization and what bottlenecks this software can solve versus what problems it can cause. When looking for an answer to these questions, it is important to realize that a chatbot is not a plug and play tool. You’re buying something that it doesn’t work to begin with. Every question and every answer in the chatbot was conceived and entered by someone at some point.
Underestimating the amount of work
Underestimating that amount of work is one of the biggest pitfalls. You will be surprised how many questions an average chatbot has to be able to answer. For example, a Norwegian company for cooperating municipalities has developed a chatbot that can answer 8,000 questions. But even if it involves far fewer questions and answers, sufficient manpower must be and remain available. Simply transferring the FAQ into a chatbot is a guarantee for a fiasco. This is because it feels unnatural – indeed robotic – for the user, while the risk of getting stuck in a loop is high. Reputation comes on foot and goes by e-scooter.