Think back to the last time you interacted with a company's chatbot. Maybe something you ordered online never arrived and you needed to check the delivery status? Perhaps you wanted to request a refund for a canceled event? Or possibly you were like David who tried to get details on carry-on luggage from his airline.
"Hi there, I'm flying to Rome in two days and can't find the carry-on luggage dimensions," he asked the airline's chatbot. "Can you help me out?"
After a couple of seconds, the bot churned out a response: "All you need to check-in for your flight is your six-digit reservation number, email address used at the time of booking, and your travel document. Check out our video guide for the step by step process below."
Not very helpful, right?
Sadly, this poor experience is all too familiar for consumers. Many chatbots aren't smart enough to understand natural language requests. Others lack access to the right data to field good answers. Either way, it leaves customers feeling frustrated and does little to ease the burden on human agents.
But it doesn't have to be like this. Support leaders know that optimizing their chatbots can deflect support calls, resolve tickets, and free their human agents to handle the trickiest challenges. Such improvements drive better customer experience, which in turn positively impacts key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
Fortunately, stepping up your chatbot's self-service experience is simple. It starts by adding artificial intelligence (AI).