What to think about when building or improving a bot?
What to do to have a smarter bot?
Virtual agents are becoming more and more common and many companies use them to improve their customer experience. But are they really effective? What about yours? If you’re reading this article, it’s because you want to optimize the one you already have. Let’s look at some tips and tricks to build a bot or improve your existing virtual agent.
A great virtual agent for greater data quality
If everyone knows about bots today and wants their own virtual agent, it’s because it works. Having a bot allows you to get a lot of useful information about your prospects and customers. But it also allows you to offer a quality customer experience. Fast and efficient, a bot can give you a lot. At least, if your virtual agent has been well thought out, well built and developed. And if not, you may be wondering how to improve your bot? Let’s take a look at why this is important and how to do it.
Have an intelligent bot to provide the right information
Virtual agents or “bots” are very popular today. Indeed, they allow the customer or prospect to receive a quick answer to most of his questions. And even outside of normal business hours. It is in fact an excellent means of “real-time” communication for your customer service or support. Because today, when you have a question or a problem, you want an answer or a solution right away (or almost). Otherwise, it can have an impact on the reputation of a company and even lead to the loss of customers. So it is really important to improve your bot to take all advantage of it.
What to think about when building a virtual agent (or improving your bot)?
Ok, you’ve decided to use a bot to assist your customer service. Or to improve your already implemented bot. What a great idea! But now it’s a matter of doing it right so that it’s effective. In any case, we advise you to work with professionals who will be able to guide you, advise you throughout the development, but also ensure the creation of a professional and efficient bot. So let’s take a look at what you need to think about when building your virtual agent.
1st step: choose objectives
First of all, determine your objective(s). Keep them in mind throughout the development process. This will allow you to orient the virtual agent in the right way, but also to achieve your goals.
2nd step: select channel(s)
Now it’s time to look at which communication channel your virtual agent will use: chat (via the website), voice, instant messaging… The important thing, to ensure the satisfaction of your customers, is to choose their preferred communication channel.
3rd step: determine the types of questions
A bot can answer certain types of questions. It is therefore essential to choose them well. A good start would be to sort out the questions frequently asked by your contacts. This will allow you to target the answers to be taught to the virtual agent and ensure its accuracy and efficiency.
Don’t forget to follow up on the selected questions, but to which the bot will not be able to answer (special cases, private information needs…)
4th step: start training
Once the questions have been identified, it is now time to train your agent to answer them. This step is crucial since it will make your bot “intelligent”. This is a significant process that only professionals can accomplish.
At RingRing, we have a team dedicated to bot development. And what’s more, the members of this team are certified by the Conversation Design Institute. Because we don’t take your business lightly.
5th step: look ahead
Finally, you can also think about the potential and future development of your virtual agent. And so anything you could do to improve your bot too, in the short, medium or long term. This element could certainly give you a head start in the future of your automated communication.
What results can you expect with a virtual agent?
- Time saving
Everyone wins in terms of efficiency. And your teams, and your customers.
- Cost reduction
The use and improvement of a virtual agent will allow you to reduce your costs in the medium and long term.
- 24/7 availability
Thanks to a bot, you can be available at any time for your customers’ questions.
- Customer engagement
It’s a fact, by investing in your customers’ satisfaction, you will be their favorite brand/product. All to your advantage.
- Data tracking
The right bot configuration allows you to retrieve relevant information from your customers for your business.
- Support evolution
Virtual agents are part of our future. With them, you evolve your service in the right direction.
Having a virtual agent of any kind is good for your business. But it is essential to have an intelligent and efficient one. And if it’s not, you can always make up for it by improving your bot. At RingRing, our team of certified experts are ready to guide you in all your projects. Contact us, we’ll be happy to help you! So, let’s get started?