{"id":442951,"date":"2022-08-01T19:02:09","date_gmt":"2022-08-02T02:02:09","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/dont-let-a-bad-bot-derail-a-great-customer-experience"},"modified":"2022-08-07T19:57:39","modified_gmt":"2022-08-08T02:57:39","slug":"dont-let-a-bad-bot-derail-a-great-customer-experience","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/dont-let-a-bad-bot-derail-a-great-customer-experience","title":{"rendered":"Don\u2019t Let a Bad Bot Derail a Great Customer Experience"},"content":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text]Stop just buying bots; start being strategic about them. That was Jane Hendrick\u2019s answer to the question: \u201cWhat\u2019s the secret to chatbots customers (and CXOs) love?\u201d <\/span>\u00a0<\/span><\/p>\n

Implementing and using bots in customer experience (CX) isn\u2019t only about individual bot interactions, said Hendricks, Senior Product Marketing Manager at Genesys, during her CCW 2022 session. \u201cCompanies need to consider how bots fit into customer journeys and how they support an end-to-end orchestrated customer experience.\u201d<\/span>\u00a0<\/span><\/p>\n

Consumer<\/span> bot usage has increased<\/span><\/a> \u2014 from 14% of consumers using them for service interactions in 2017 to 34% in 2021. But satisfaction with those interactions has decreased. Only 25% of consumers polled in 2021 said they were satisfied, compared to 35% in 2017.<\/span>\u00a0<\/span><\/p>\n

It\u2019s time to rethink your bot strategy. Here are a few ways to do it.<\/span>\u00a0<\/span><\/p>\n

Consider if you even need a bot. <\/span><\/b>Take a step back to determine whether having a bot will contribute in a positive way. Evaluate how it fits into your customer experience by asking questions like: Do we have multiple entry points for service? Are customers expecting a digital experience? Can a conversation can be easier than a search?<\/span>\u00a0<\/span><\/p>\n

Do a gut check. <\/span><\/b>Bots are especially useful for answering basic questions that agents answer repeatedly. They\u2019re also excellent for handling rote tasks.<\/span>\u00a0<\/span><\/p>\n

But don\u2019t make assumptions about which of those are best for a bot. Use analytics to identify which questions and tasks a bot should handle. Then consider if you have the analytics in place to address those questions and tasks using a bot.<\/span>\u00a0<\/span><\/p>\n

Don\u2019t oversimplify your requirements. <\/span><\/b>Define your requirements thoroughly. Consider what\u2019s needed for individual bot interactions and how they connect to the rest of your CX strategy.<\/span>\u00a0<\/span><\/p>\n

Examine everything from what languages are needed to how a bot will fulfill a specific request (e.g., if it needs access to operational systems, how will that work?). Map actions to customer intent and then test, test, test. You want to ensure the bot experience has what\u2019s necessary to provide a successful interaction.<\/span>\u00a0<\/span><\/p>\n

Keep it simple.<\/span><\/b> Bots that try to do too much won\u2019t do anything well. Use a mix of bots \u2014 some should serve one specific purpose, such as handling financial transactions; others can handle multiple queries and tasks.<\/span>\u00a0<\/span><\/p>\n

Be prepared. <\/span><\/b>Even the best bots fail. Plan for how to handle that.<\/span>\u00a0<\/span><\/p>\n

A bot might lead a customer to a dead end rather than a resolution. How will you get that customer back on the path to an answer or resolution?<\/span>\u00a0<\/span><\/p>\n

Talk it out. <\/span><\/b>A<\/span> bot that uses keywords versus natural language understanding provides answers like an FAQ does. It\u2019s not conversational. FAQ-style bots have a place for simple interactions but are often siloed.<\/span>\u00a0<\/span><\/p>\n

Deliver a better, more fluid conversational bot experience<\/span> with built-in artificial intelligence (AI) to integrate chatbots and voicebots into the customer journey.<\/span>\u00a0<\/span><\/p>\n

Get it together. <\/span><\/b>The best bot interactions happen when there\u2019s:<\/span>\u00a0<\/span><\/p>\n