An Optimized Chatbot is an Efficient Chatbot: Five Ways to Optimize
Did you know that by optimizing your chatbot(s), you can improve escalation and failure rates by more than 30%? That means you’re able to cut down the amount of busy work your agents do while also giving customers the option of 24/7 support.
Here are five ways to optimize your chatbot, as outlined in Dashbot’s ebook.
1.) Automate processes: When you’re considering building a chatbot, or optimizing your current chatbox, the first step in the process is to identify channels you currently have open that can serve as a frame of reference – any place where business communications with customers take place.
- a. Evaluate which channels handle the most traffic. This will help you identify and bring automation to where your customers naturally want to go.
- b. Pull data and historical live agent transcripts from your busiest channels to determine the amount of support questions each one handles.
- c. Run analytics on the data to determine the market share of your channels. If you have a lot of data and transcripts to process, the process might get bottlenecked. Sheer volume of historical transcripts can be overwhelming, so consider grouping common messages and intents to keep the project running smoothly.
2.) Determine ROI: In order to get the other stakeholders in your company onboard, it’s vital to show that the investment necessary to build a chatbot will result in some ROI. In most cases, building and maintaining a chatbot will save the company money. But it’s also important to remember, you constantly need to be optimizing the performance of your chatbot to ensure increased customer satisfaction and ROI.
3.) Design your conversations: This is a critical tip especially for customer service chatbots, since customers will reach out for support consistently. In order to lower escalation rates and ensure most customers get the answers they’re looking for, build content around topics that customers are asking about on current channels.
4.) Leverage data: We always stress the importance of analytics when it comes to building a great conversational experience because it’s the only way to track performance and get access to data necessary to the optimization process.
5.) Benchmark and optimize: Chatbots are complex. Lots of users, lots of data, lots of time involved. But with the right tools, you can optimize performance and experience the benefits in an accelerated time frame with Dashbot.
Chatbots are a powerful tool to improve customer satisfaction and save costs. However, an inefficient chatbot can cause unintended problems — adding fuel to the fire if you’re not taking the necessary steps to continually optimize your chatbot. There are many benefits if you get it right, and Dashbot can help you.
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