As consumers today, we greatly appreciate when we have a great chatbot or voicebot experience. With so many poorly built chatbots – that don’t understand us, or don’t give us the information we are looking for and cause frustration – many customers are surprised when a chatbot resolves their inquiry quickly and efficiently.
What exactly makes that chatbot experience great? What are the different facets and dimensions of chatbot experiences that we tend to like or dislike? For certain, no two chatbots are the same – they serve different customer types, industries, needs and services.
VP of Technology at Cognigy, Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall. Together the group examined a spectrum of areas that differentiate a good experience from a bad one, ranging from the pros and cons of a guided or freeform bot, bot personality, languages, agent handover, findability, understandability and more.
Some of the questions that came from members focused on getting started with chatbots, how to create a voicebot, and how to calculate ROI of contact center automation.
