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The Secrets Of Customer Success & Happiness (Part-2) - Five Key Factors For A Successful Front-End Experience With Chatbot

Aug. 10, 2022

The Secrets Of Customer Success & Happiness (Part-2) - Five Key Factors For A Successful Front-End Experience With Chatbot

Special Bytes By Dr. Amruta Hiwarkar, Customer Success Manager

The Secrets Of Customer Success & Happiness (Part-2) - Five Key Factors For A Successful Front-End Experience With Chatbot


Special Bytes By Dr. Amruta Hiwarkar, Customer Success Manager

The Secrets Of Customer Success & Happiness (Part-2) - Five Key Factors For A Successful Front-End Experience With Chatbot

Featured Special Bytes with Dr. Amruta Hiwarkar

“Each time a customer started a conversation outside specs, the confused chatbot came back by saying, "Sorry, I do not understand.". Earlier chatbots were not equipped to handle a two-way conversation. The miserable front-end chatbot has been guilty of many annoying phone calls.”

In this Special Bytes episode, our guest Dr. Amruta Hiwarkar talks about the first step towards customer engagement and success. Yes, it is about the front-end experience, the chatbot. Dr. Amruta is working as a Customer Success Manager at AutomationEdge.

She discusses 5 Key Factors for A Successful Front-End Experience with Chatbot and How to Ensure Delightful Employee & Customer Experiences (DECx)?

Don't miss the part where she discusses about 4 steps to get a head start to design & implement chatbot successfully.

“We expect chatbots to execute actions. No one needs zigzag instructions on how to click yet another link to get their queries answered. The Delightful Employee and Customer Experiences (DECx) involve many touchpoints and steps. But, getting the first step right sets the tone for the next interaction.”

Reference: https://www.forbes.com/sites/forbestechcouncil/2022/04/05/why-your-chatbot-is-failing-to-deliver-on-experience/

Learn and Grow, With AITSM Show!!!

Transcript

Dr. Amruta Hiwarkar: Welcome back to the AITSM Show. I am Dr. Amruta Hiwarkar, and I work as a Customer Success Manager at AutomationEdge.

In today's special bytes episode, we will discuss the first step towards customer engagement and success. Yes, it is about the front-end experience, the chatbot.

The chatbot has become the swiss knife of every enterprise's tool set. It interacts with both customers and employees. Enterprises need both interactions to work in the best way possible. 

The variety of questions from both employees and customers has increased multifold. Thus, the chatbot must communicate with many systems, from HRMS to IT to operations. The chatbots powered by integrations with these systems are also required to procure the latest software, reset the password, access a VPN, etc. 

Don't Blame the Chatbot.

At first, people designed chatbots for e-commerce. Chatbots seemed to promise warm conversation to address customers' most frequent queries. Each time a customer started a conversation outside specs. The confused chatbot came back by saying, "Sorry, I do not understand." 

Earlier chatbots were not equipped to handle a two-way conversation. The miserable front-end chatbot has been guilty of many annoying phone calls.

On the employee side, they still made most requests in emails. Unfortunately, the unstructured format of emails was a challenge for earlier chatbots. The first chatbots could handle only the top five FAQs. 

After the endless back and forth, the employee had to pick up the phone to clarify whatever they needed.

Do You Know Why Chatbots Fail?

We expect chatbots to execute actions. No one needs zigzag instructions on how to click yet another link to get their queries answered. 

For execution, the chatbot needs to trigger a workflow that connects to any system in the company. Be it the payments system, the order management systems, the inventory systems, or the HRMS systems. This then provides inputs for the next automation that comes up with the correct answer in a jiffy.

Today, these executions do not need to be hard-coded anymore. Integrations with Slack, Teams, or WhatsApp are available at your fingertips. Customers and employees can ask any question through it and get the answers they need.

Your Customers Will Be Delighted If…

Once the chatbot starts a rule-based workflow backed by machine learning algorithms. The answers emerge thanks to sound technology and connections triggered by workflows. 

You don't need knowledge of machine learning. You don't need new software development either. Now companies can leverage tech without writing a single line of code Or by hiring a small army of developers. 

To ensure success in chatbot deployments, you must be clear about what they expect the chatbots to do. 

Here are 5 key factors to the success:

#1 - Do you need the chatbot to have structured or unstructured conversations? 

We design structured conversations as scripted. It limits answers to a few repetitive questions, such as order tracking updates.

Unstructured conversations are more natural. Because the chatbot tries to understand the nature of the problem to solve it.

Bots need training with massive amounts of data for unstructured conversations. The more data the bot sees, the more it learns, making way for contextual conversations.

#2 - Choosing the right natural language processing engine is essential. For example, if users interact with the bot using voice. A speech recognition engine would be most appropriate.

#3 - You must understand the types of requests that the future chatbot will face. 

Types of requests could be 

  • Service requests 
  • Incident requests, or 
  • Requests that need a human to fulfil them. 

Each request type will need a different treatment.

#4 - Make sure you understand the process flow as well. This way, the chatbot will never misunderstand a user's sentiment. It will result in a smooth and seamless customer experience. 

To get a head start, you can: 

  • Understanding requirements and choices
  • Creating user and BOT personas
  • Identifying use cases and 
  • Simulating sample dialogue.

#5 - A comprehensive library of knowledge articles that answers repetitive questions is crucial. For example, FAQs that the call center has compiled.

The Delightful Employee and Customer Experiences (DECx) involve many touchpoints and steps. 

But, getting the first step right sets the tone for the next interaction.

A frictionless first step will ensure productive engagement and continued success. Isn't it?

Thanks a lot for listening. Please let us know what topics we could add here. And give us feedback. And if you have loved it. Please share it generously.

Thanks again. Take Care. Bye-bye.

Reference: https://www.forbes.com/sites/forbestechcouncil/2022/04/05/why-your-chatbot-is-failing-to-deliver-on-experience/

Dr. Amruta Hiwarkar Profile Photo

Dr. Amruta Hiwarkar

Customer Success Manager, AutomationEdge

With 12+ years in IT Industry and Academics, have played various key roles in diversified areas like Academics, HR, Resource Management, Customer Engagement & PMO. My passion for People Management reflects in my Doctorate in Intrapreneurship & Employee Engagement. The core strength of Connecting the Dots and taking ownership helps me drive Customer Success.