5 TIPS FOR BUILDING BOTS CUSTOMERS LOVE
Data shows that some customers see bots as a cynical attempt for brands to avoid providing service. They feel they’re a way to deflect contact permanently. So, while the brand might realize cost savings with using a bot to deflect calls, the brand might actually erode customer satisfaction and create detractors. To deliver empathy at scale, companies can’t create barriers to service. Effective bots make customers want to engage. They work with customers — not against them. And to create effective bots, bot builders must master these five key concepts.
Don’t Guess Your Customers’ Intents
Make It Personal
Avoid Dead Ends
No Bot Is an Island
Context Is King
Source: https://www.genesys.com/blog/post/5-tips-for-building-bots-customers-love
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