Since their inception, chatbots have come a long way, in terms of technology and advancement. Newly built chatbots give quick responses to customer’s questions and concerns while transitioning to human agent interactions. Many companies around the globe have embraced the idea of implementing chatbots when dealing with many recurring tasks.

However, companies often fail to achieve the desired amount of customer engagement when using chatbots.  So, what is missing? Every company is different. Chatbot data and training should also be different and customizable when implementing them into your customer interactions. Here are few things to consider and the most beneficial when implementing chatbots into your platform:

1. Have a Concrete Plan: Before purchasing chatbots, your senior management team will need a plan in place to provide the right amount of usage needed for your campaign.  Implementation is key which will require decision-makers to be well-coordinated, so that the chatbot can be trained accordingly.

1. Give Direct Information: All information conveyed by the chatbot, when relating to customers, should be direct and easy to understand. Avoid using vague, unrelated, or unimportant information that could be confusing for customers. Misunderstandings can result in for the loss a lead, sale or retaining customers.
2. Personalize the chatbot: Give your chatbot a name that is easy to remember. Along with a name, build one consistent personality trait for the chatbot, that will represent the company well. Customers can relate and engage more with the chatbot if it has a name.
3. Always Test: Before deploying the chatbot live, become the customer, and test it. ICE Chatbot has a feature called “Stimulator,” where all kinds of possible questions can be asked to the chatbot before launch to ensure the chatbot gives appropriate answers, as expected.
4. Easy Reach to Human Agents: Each customer has its own preference when it comes to an interaction. No matter how well the chatbot is handling the conversation, some customers will still prefer human agents. Provide an easy transition from chatbot to a human agent.
5. Keep Improving: One should always keep learning to move ahead in life and the same goes for updating data and information into the chatbot regularly. Chatbots can be personalized and flexible with the right programming. As the world moves at such a fast pace, it is important to make sure your chatbot can adapt to the changes and trends of your company.

Chatbots have set high expectations in regard to customer experience. Using chatbots with the right solution and in the right way makes all the difference, giving companies the opportunity to take care of their customers around the clock while also giving them a great customer experience.