Designing Chatbots Your Customers Will Actually Use

Providing a seamless and effortless experience is a surefire way to ensure that customers develop loyalty towards your brand. Personalized, streamlined CX is about understanding the customer’s needs and addressing them in a way that feels natural and logical. When it comes to self-service, customers want many of the above characteristics that they’d find in agent-led interactions, but with the immediacy and efficiency of modern-day technology.

Chatbots offer this level of streamlined support — when effective. However, despite their popularity as a customer service tool, consumers often find that the majority of chatbots miss the mark when it comes to bringing that human touch to digital interactions. 

Static chatbots of the early 2000s have shaped public opinion on digital self-service for the worse: less than 20% of customers trust that chatbots can help solve their problems. However, new technology like generative AI is in a unique position to not just change, but rearrange the way that customers approach and utilize chatbots.

Today's customer wants their chatbot experience to be a CX value-add, as opposed to the customer service deflection tool of old. With generative AI, organizations have the potential to make this a reality. But, building a chatbot your customers actually want to use will require comprehensive knowledge of what customers need, how they will leverage the technology and where it fits into the contact center.

Ensuring that chatbots meet customer needs and enhance experiences is the number one priority moving forward. Additionally, with generative AI capabilities, CX leaders must consider the potential for chatbots as an internal tool for their frontline teams. Chatbots powered by AI can now function as co-pilots for customer facing teams boosting productivity, automating workflows and surfacing real-time insights for employees.

With that in mind, how can organizations ensure that their design, development and deployment of a chatbot is guided by what customers actually want out of a self service experience? This special report will cover: 

• Valuable insights on customer preferences on digital
• Data-driven guidance on how to engage new users on self-service
• Actionable strategies for designing and deploying effective CX