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On other occasions, we’ve talked about the importance of implementing a Conversational Artificial Intelligence bot in any kind of organization. No doubt: it’s one of the must-have tools when it comes to designing a customer experience that adds value to the customer and is capable of generating leads, but do you really know how to implement AI?
It’s important to know our goals, what we want to achieve, and who our customers are. One of the most common mistakes is trying to implement a bot all at once just for wanting to give off an innovative image, without considering all the implications of every situation. If that sounds familiar to you, don’t worry, it happens to lots of people!
That’s why we’ve made this list of some common mistakes when implementing a Conversational AI bot and some things to keep in mind for your strategy to be a success.
Related article: 10 questions to ask before your company adds a chatbot
As we mentioned before, a bot that doesn’t have well-defined goals from the start is a wasted resource. Before running towards Conversational AI to modernize your customer service process, have in mind what you need. You’ll save time and money.
Improving customer experience, processing more orders in less time, resolving queries on multiple channels, developing a customer care strategy, or optimizing call center costs and times can be some of the reasons to implement a bot. Take the time and define them carefully. This is key for guaranteeing success or failure of this development.
Related article: Conversational engine vs conversation flows: which is the right one for your business?
2.Not having clear and precise information about your target audience
That seems impossible, right? It sounds almost absurd to think of an organization which doesn't know who it’s talking to, but trust us, it happens more than you think.
Sometimes we think we know everything about the potential customer: what they’re looking for, which model they prefer, how much they’re willing to pay. But what makes people choose us over the competition doesn’t just have to do with the price-product ratio; it’s about the experience. Let’s put it this way: why would someone choose us if we’re only willing to sell to them, and not willing to make the best use of their time, provide them with personalized service, and help them in the process?
So, remember this: if you don’t make data-based decisions, the bot will go from being a solution to a real nightmare. Analyze your customers’ behavior, see how much time they’re willing to spend on your site, learn how they talk, learn how they interact, anticipate their needs, and design a data-based customer service strategy.
3.Expecting magical and instant solutions
As simple as it is to implement a bot in practice, it time is necessary to give it time. And remember that impatience tends to be enemy of good results.
Conversational AI provides you with countless possibilities for personalized and effective communication. That’s why it’s important to set up the bot and take the time to “teach it” all it should know: your company’s tone of voice, common answers, possible ways of asking questions, industry terms, among others.
Related article: Personalization and chatbots: tips for creating the best experience
Remember this doesn’t happen overnight, and it’s important to continue improving your service process. Thanks to AI, you can get key reports and analytics for reiterating the CX design; and take advantage of that information for optimizing each step.
4.Not thinking about our bot’s “personality”
Investing in the development of a Conversational AI bot is a very important step. Make your effort worth it by developing a bot personality that adds value, identifies with your company, and is unique.
A bot can act as a 24/7 assistant and have the same tone as your agents, or it can be a salesperson in your online store, just as important as your coworkers. Once again: having a well-defined target audience is key for this. You’ll be able to choose your bot’s name and gender, communication style, characteristic expressions, and what role it’ll play within the company based on this information.
Related article: Best bot personality: the story behind Olivia, ADT’s conversational bot
5.Thinking you need to be an expert in technology and development
Contrary to what many may think, integrating a conversational AI bot doesn’t require a specialized technical team or fighting with codes. There are code-free solutions, developed so any team can manage them, get data, and make decisions easily.
Our platform is no code, which guarantees a much easier and more flexible start-up and learning process. Companies can create questions and answers manually, import content from Excel, make changes on their own when they want, and post on all channels at the same time. And if they still have questions about any part of the process, our specialists keep in touch to help our customers with all their queries.
Make your Conversational AI bot your greatest ally
Now you know: making certain mistakes is common, but avoidable. If you’re thinking about implementing artificial intelligence, keep this in mind in order to get the most out of your investment and build a successful experience for your customers.
If you’d like to get advice and learn more about the steps for implementing a bot in your company, schedule a call with our specialists.