Your business might have become large enough that you're engaging an entire customer service department to field calls. In fact, you may be considering a conversational AI platform to handle some of the basic requests your customer service department receives throughout the day. Also called "automated customer service" or "chatbots", this AI platform needs to be able to serve your customers in a way that is efficient and helpful to them. To select the right platform, use these suggestions.
Seek Customization Capabilities
One reason users can dislike chatbots is that they don't give them the information they need. They may need to enter the same information multiple times or start from scratch every time they call in. Some platforms don't enable any customization or save individual preferences, which can make for a long, irritating process for the customer.
Therefore, when getting your own conversational platform, look for packages which save specific pieces of conversation while the conversation is occurring and after the conversation is over. For instance, the system might save a phone number so that when a customer calls in more than once, they are automatically recognized and their preferences can be loaded. That way, the chatbot can interact with the customer without making them enter the same basic information all over again.
Ask About Cloud Storage
If the platform is indeed saving information from customer to customer, what happens if the entire system goes down? You should consider systems that will store information in "the cloud" so that if your physical facility has problems, you won't lose all the files and details the platform has been saving for you.
Find Out about Data Security
Because you will have some information about your customers in your system, you also must find out how a conversational platform intends to secure that data. Learn about how they preserve customer privacy and protect against hacking attempts.
Examine Data Analytic Reporting Options
Whatever conversational AI platform you select will gather information and you should be able to access that information to better serve your customers. A platform should have multiple data reporting choices for you to read and analyze. For example, customers on the East Coast may call to ask about their account balances in the same few hours. You can use this information to prep your human customer support representatives or hire more people for that time period.
Conversational platforms can make things easier for your employees and for your customers. Select a good system so everyone can benefit.
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