March 18, 2020
Yesterday’s chatbots are by no means as powerful as today’s chatbots. From the customer experience existing solely from the user experience you get when you navigate through a website, to the real-life human interaction you experience with a brand, an AI chatbot has now transformed the user experience (UX) into a conversational interaction between humans and computers.
Chatbots have been incorporated into social platforms, mobile apps and, of course, website chat. Because the future of conversational commerce and computing is structured around personality in general, it’s becoming more important for brands to humanize their approach and offer their customers a unique experience in line with their brand’s voice and position in the market.
An AI chatbot was invented as a means to limit human-to-human interaction, allowing computers and artificial intelligence to handle customer queries where they can. Even though some customers are aware that they’re speaking to an AI chatbot, others aren’t. So, in order to cement these relationships and keep customers happy, businesses need to go the extra mile to make these artificial conversations more human-like through personality. Just this simple adjustment can make your chatbot appear more relatable, believable, and relevant to your users. That is, after all, the ultimate goal of enhanced customer experience. Here are a few ways in which you can humanize your AI chatbot:
Initially, chatbots were created to respond to the most basic of questions. But the more businesses started to reap the benefits for their bottom line, the more technical building a chatbot became. By technical, it simply means that it requires a higher level of AI: one where they can understand the depth and context of a conversation and respond accordingly. Over time, your chatbot will be able to store particular answers to questions and bring them up whenever they identify a similar question.
To become more successful in your chatbot’s humanized approach, your chatbot will need to hold longer, more meaningful conversations. Look at humans and how they interact with customers. Of course, customer experience needs to be professional to an extent, but in order to offer customers a successful, seamless experience, they will need to act, speak, and respond the way a human would in real life.
As mentioned, your bot needs to be able to store the conversations they’ve had with a customer and remember the data collected. Something as small as these personal facts can make a huge difference in the customer’s experience, making them feel special and cared for on a personal level. Take product searches, for example. Based on a search and previous online purchases, your bot should be able to recommend a variety of similar items within reason, giving customers the convenient service they need.
There’s nothing like having a laugh, even if it is because of a robot. In real life, we know that chatbots are not humans. And, although it may feel weird speaking to a chatbot, there are ways in which brands can eliminate the cold, straight-up connection and replace it with some humor. So, for instance, create a character for your bot. Give him or her a name that will stick. This ‘person’ should have unique character traits that speak the voice of your brand and offer your customers the exact same human experience that they’d experience in-store. When customers spend more time chatting to your AI chatbot, you’re giving them the opportunity to learn more about your brand, and perhaps even steer them toward buying something.
Using a chatbot cuts customer service time for employees, allowing them the opportunity to focus on more complex, skills-driven tasks. So, in essence, the ‘person’ who you’re going to put in charge of dealing with your customers, needs to act, speak and respond like a ‘real’ employee from your business. You need to provide your bot with all the information they need to do your brand justice and to keep your customers happy. In fact, your bot should be treated as the most productive member of your company.
There are new chatbots popping up every day, making it more difficult for companies to compete with brands who are fast adopting the new technologies. Enhanced customer experience is the foundation of any successful, digital business. If you take hold of your AI chatbot and help it help you, you’ll be able to change the way people view your brand and make an overall difference in the industry. By adding some additional humanity to your brand, you’ll start seeing your customer engagement and bottom line grow at a rapid rate. See how conversational commerce can help you change your customer experience in our recent article.