Conversational chatbot: what it is, features + advantages
Understand what a conversational chatbot is, the characteristics of this feature, and the advantages and disadvantages of using it for service.
With the evolution of digital technologies, communication and customer behavior have also changed, requiring updates in business language and the adoption of new digital channels. Human service has never ceased to be the preferred one, but other types are added as a strategic complement. This is the case of conversational chatbot.
The bot is an automation technology that, at the beginning, provides a communication experience that is not very fluid and robotized.
The combination of this resource with conversational design improved this tool and, as a result, the customer experience with chatbot became more natural.
Within a strategy of omnichannel service focused on digital engagement, the conversational chatbot can be a useful tool to assist the face-to-face team.
Read on and learn about the characteristics of the conversational chatbot, advantages and disadvantages of using this feature, and some practical examples.
Have a good read!
What is a conversational chatbot?
The conversational chatbot is a communication resource based on a language model whose focus is to provide a conversation (almost) as natural and fluid as a conversation between humans.
The objective of this feature is to reduce the resistance that people usually have with chatbots, precisely because of the robotic and inefficient experience that the tool may have.
In the survey 'Conversational Customer Engagement: The Key to Future-Proof Digital CX' conducted by Sinch, 35% of the companies interviewed stated that they are already able to get a customer to switch from a chatbot to an attendant to have an advanced service without difficulties.
Reinforcing how trending the chatbot is, 80% of the companies also stated that they have implemented or are planning to implement the conversational chatbot to improve customer engagement over the next two years.
Technology plays a very important role in improving customer service. O New digital consumer it is 100% connected, either by cell phone or computer, and the first step is always to search for information online.
Then, using the right add-ons improves the performance of the human team and optimizes calls, helping to define the right moment for the attendant to take action.
What are the characteristics of the conversational chatbot?
There are three characteristics of the conversational chatbot that help to better understand its use in customer service:
Personality
The conversational chatbot isn't configured to be a mechanical tool. The 'conversational' aspect is really a priority so that the dialogues with the customer are fluid and, even, communicate the brand personality.
So, if the brand has a formal positioning, the interaction with the chatbot has that style, just as if the language is informal, slang and abbreviations can be included.
The available tools allow the configuration to be made in a 100% personalized way, facilitating the work of the team that will create the flows.
Conversational flow
Os conversational flows are another characteristic that marks the use of the conversational chatbot.
This is because when configuring knowledge base in the bot program, it is possible to think of the rules and questions and answers of the most recurring topics, using keywords to direct conversations.
In addition to the standard topics and chatbot's conversational interface, the team can (and should!) plan the moments when the flow will migrate from the chatbot to the attendant.
For example, when the customer types a word that interrupts the conversational flow, it is possible to try to fix it once and in the next message, enter the redirect so as not to lose the customer.
Context
One of the noises that most harms and causes dissatisfaction with regard to the chatbot are meaningless or unusual answers context.
This error is made in the configuration and can be corrected in the work of creating the conversational flow. Thus, the defined rules and keywords ensure that the customer receives the right answer.
This is essential for the customer experience to be satisfactory and to have the necessary quality to generate strategic conversations that convert and retain.
Also read: What is strategic customer experience and how to plan the sector?
Conversational chatbot advantages and disadvantages
As with every resource, there are advantages and disadvantages of the conversational chatbot in customer service, and we've listed a few here.
Conversational chatbot advantages
Proximity to the target audience
When the conversational chatbot is well implemented, the interaction with the customer can be natural and passed on to the human agent, without the user realizing it or being impacted, since this negatively affects service.
An example of using the conversational chatbot to strengthen relationships was applied during Barack Obama's last term as President of the United States.
By means of White House official Facebook page, citizens could send messages and responses were managed and given using the conversational chatbot feature.
If your company has a mascot, for example, it may be the character with which customers interact via chatbot, providing an innovative and different experience.
Streamlines the resolution of simpler calls
As we highlighted above, the conversational chatbot can be a strategic ally of the team of human agents, acting on the front line of service and filtering between the most basic and the most complex demands. In this way, the resolutions are agile, as is the direction to the attendants.
Increases company availability
The chatbot is a tool that works for 24 hours, so the customer has at least one active service channel to turn to when needed.
Disadvantages of the conversational chatbot
Will there be errors
Therefore, it is important to keep the knowledge base updated, to carry out scheduled content reviews, and to follow up on customer feedback to correct any errors that arise.
The chatbot doesn't work alone
Even a conversational chatbot that offers a higher quality experience using bots, it's risky to have only that service channel.
It is recommended that the chatbot be a complement to human service, serving as a support to optimize calls. Thus, the team can dedicate itself to the most complex requests and “outsource” the simplest demands to the conversational chatbot.
Also read >>> Omnichannel service with chatbot: what are the challenges of the process?
For the conversational chatbot to work, your service team needs to be sharp and ready for the job!
A Cloud Humans can help your company optimize service processes and those related to the customer experience. Thus, your team is able to provide a humanized, fast and assertive service.
Talk to our experts who are available to present our solution and show how much it can help you achieve your business objectives.