Building a quality chatbot prepared to meet your client’s needs is quite a challenge. But, contrary to what many people think, developing and managing a chatbot continues even after the system is launched. The truth is that this tool can — and should! — evolve according to your interaction with the public.
And for that to happen, it is necessary to rely on the information and feedback collected to achieve customer satisfaction. Thus, you guarantee effective service and a successful experience for the consumer.
Thinking about helping you in this mission, we created this content with 6 tips that can lead your company to have incredible chatbot management. Prepared? So, read on!
Collect Data From User Interactions
As we mentioned, every interaction between the user and the chatbot has the potential to generate some essential information for software development. Therefore, to make your company’s chatbot smarter, the first step is to have a means of collecting and storing data.
Tracking system performance with metrics allows you to:
- understand the most frequent navigation paths;
- find the percentage of users who have their queries successfully answered by Chabot;
- know the points of greatest evasion;
- identify what makes the system convert more.
In addition to checking the data generated from customer interaction, collecting feedback from active users is also recommended. You can do this with a quality survey or ask specific questions about your chatbot’s performance. This essential feature should always be considered to improve chatbot management.
Consider Language Changes
How a person sends a routine message can differ greatly from how he speaks or writes a formal text. For example, in messaging applications (WhatsApp, Facebook Messenger, Telegram), sentences are often full of abbreviations, such as “vc,” “all right?”, “view” — and other terms that are part of the language of these media. Not to mention automatic corrections and typos, making it difficult to understand.
To have good chatbot management — and so that the tool can better understand what the consumer means — an interesting resource is Natural Language Processing (NLP) or natural language processing technology.
The solution is unnecessary for every chatbot because some systems can solve users’ problems and doubts with simple resources. But Artificial Intelligence is an important ally, and when combined with more complex resources, it can make all the difference in communication and customer service.
Know Your Audience
One of the main advantages of such a system is that the business can better understand the user according to the language and data that the customers provide. Analyzing this information makes it possible to discover a need or interest that traditional channels cannot show.
Another improvement is the integration of the chatbot with an analytics tool. In this way, you can follow the metrics that indicate your audience’s behavior, characteristics, preferences, and level of satisfaction.