Chatbots can be abandoned if the user of the chatbot cannot obtain the responses they want. The purpose of a chatbot is to handle repetitive tasks and to lower the volume of issues that human agents must handle. If the chatbot cannot fulfill its purpose, then you will have unhappy customers.
You should make sure that you identify the correct reasons for using a chatbot. The best chatbots are clear about what their purpose is and try not to respond to all questions.
There are several principles for conversational AI that you should follow:
- Transparency: A customer should know they are interacting with a bot. The purpose of the bot should be clear. The limitations of the bot should be stated.
- Escalation to a human: It should be possible to seamlessly transfer to a human agent.
- Limit the bot: Reduce the scope of the bot to its purpose.
- Treat people fairly: Be aware of bias.
- Respect privacy: Chatbots collect customer data, so make sure that this...