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Humanizing the ChatBot with relatable emotions goes a long way in e-Commerce.

Technology has been a wonderful way to connect company and consumer. The rise of the chatbot seemed to be the big answer to solve instant connection. But, chatbots still have a lot of growing up to do to in the emotion department. Bot makers are still learning how to make chatbots more human sounding, and humans are still trying to figure out how to interact with chatbots.

The biggest challenge with chatbots is making them sound empathetic. While we are still far away from the digital utopia with empathetic robots that are virtual assistants to humans, it’s possible to make a few changes to your chatbot to converse more effectively with your customers.

Here’s where to start:

Your Chatbot Shouldn’t Have Multiple Personalities

The whole point of a chatbot is to emulate human interaction, which makes it vitally important to stick with a single personality. A chatbot should be a consistent voice that blends well with your overall brand voice and relates to your customers.

A good conversational chatbot should also have multiple responses to the same question. Why? This makes the interaction more human, which is exactly what your customer wants.

Analytics Can Help You Improve Chatbot Responses

To enhance your chatbot’s conversational skills, monitor your chatbot usage data. By continuously analyzing chatbot responses and dialogs with customers, you can easily discover where your chatbot might be missing the mark.

There are two main issues that damage chatbot user experience.

The first is error messages. Is your chatbot responding with a robotic error code, or with a more conversational reply? This is where you need to assess what the bot doesn’t understand, and how it should respond appropriately.

The second issue is when the user or chatbot repeats itself several times. Repetition can give you a better idea of how your bot collects and remembers data the user gives it, and how your bot responds when a question is repeated.

Get to Know Your Users

One of the greatest aspects about chatbots is their ability to offer personalization for your customers.

Imagine if you were a regular at a coffee house, ordering the same drink every day. What if the people working there could never remember your name, your order, or anything about you? As a customer, this would seem strange and repeating yourself day after day would get annoying.

How do you avoid this? By making sure that your chatbot recognizes repeat users across sessions, and remembers what the customer is interested in. And, just maybe you script the bot to start a new conversation by reminding the user of where the last conversation left off last time.

Add Empathy to Chatbot Responses

Want to really improve your chatbot’s conversational skills? Then you’ll definitely need sentiment analysis. This especially comes in handy when responding to frustrated customers, so the bot can prioritize sensitive situations.

If your customer is angry or sad, your bot should respond to their feelings with more sensitive language. Failure to do so will only frustrate the customer even more, and perhaps send the message that your company does not understand or care about their customers. Help your bot respond empathetically with sentiment analysis.

IMHO, Understanding Slang & Abbreviations Is Crucial

When a customer is talking to a chatbot, they are most likely to type in fragmented sentences with abbreviations and slang – much like a text message. Or, perhaps the message your customer typed got mixed up with autocorrect. In any event, your chatbot will need natural language processing to understand and reply in the most human way possible.

Be Upfront

To ensure positive experiences, be sure to let your customers know that they are dealing with a chatbot, and in the event that your chatbot becomes insufficient to handle the task, that a human agent will be ready to take over.

Humans continue to be irreplaceable and serve an important role in customer care. While handy dandy bots can help answer simple questions, perform triage, and augment conversations between humans, they won’t be replacing good old-fashioned customer service staff any time soon. They do, however, present a tremendous opportunity for brands to improve their customer service experiences at a much lower cost when done right.

 

 

By | 2017-09-27T20:08:49+00:00 September 27th, 2017|Customer Engagement|

About the Author:

Robert brings over 15 years of experience in the health & digital marketing industries, having sold his last consumer products company to a publicly traded pharma company. An industry veteran of the digital marketing business, Robert has developed direct-to-consumer sales and marketing campaigns that have generated millions per month in sales. His ability to build an efficient organization using technology to scale rapidly has contributed greatly to his success. Robert earned his B.A. in health sciences from Queens University, Ontario. Robert also brings a unique background in professional sports having previously been a 3-time World Martial Arts Champion and still holds a world record. More info at: roberttallack.com Follow Robert Tallack @twitter