Chatbots don’t work. AI Chatbots often don’t work.
The mybot.Business AI Chatbot definitely does work.
Many websites nowadays have chatbots. These chatbots ask you to fill in a form, give your contact details with a message and promise to get back to you. It’s a glorified contact form.
What’s wrong with that? It all depends on a person reading the message and getting back to you. In many cases there is no response to the query, or the person responding gets it wrong or needs more information. Some chatbots even say “We’ll get back to you in 48 hours”.
Some chatbots use Whatsapp – a huge improvement. The problems remain the same. Often it can take 24-48 hours to get a response. Whataspp should be used as a conversational tool, but too often it’s left to people who don’t react fast enough.
A chatbot should be able to chat and clients/customers should get instant answers.
That’s why an AI bot is so much better. An AI chatbot can reply instantly. A customer can chat and get proper answers. The customer can speak normal English and get a perfectly understandable answer – instantly. The chatbot never gets tired, never gets annoyed or irritated.
In many cases it does a better job than a person! That’s the theory anyway. In practice we see many
AI chatbots that have been poorly implemented. Implemented by AI/IT people who don’t understand the business. The well-known example of the DPD chatbot is a case in point. (https://time.com/6564726/ai-chatbot-dpd-curses-criticizes-company/)
The AI chatbot is not to blame. It did exactly what it was programmed to do. The person who implemented it is at fault.
The myBot.Business AI chatbot is implemented by people who understand business, who have taken the time and effort to be fully briefed on what the business is expecting out of their chatnot. We will also spend time training out clients on the uses of an AI chatbot. Our many years of experience in business, in call centres, in doing customer experience consulting and customer support have helped us in implementing a working and useful AI chatbot. An AI chatbot that has been properly trained on company knowledge.
We stress test the AI bot before providing to our client for further testing. Yes, we all know the software works, but does the AI chatbot give the right answers. We help our client make a checklist of the data that needs to be provided to the AI chatbot.
In one case out clients asked us to use some pages from their website as the knowledge base. In one case in initial testing the AI chatbot gave a contact telephone number which our client told us had been discontinued. We traced that knowledge given to the AI chatbot and discovered that one page of the client’s website still had the old number. We were able to remove the number from the AI chatbot’s knowledge base far quicker than they could take it off their own website. It would have been a disaster if the AI chatbot had gone live on their website and given the wrong telephone number, notwithstanding the same website had the wrong number.
The point is an AI chatbot is only as good as the people implementing it.
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