10 Frequently Asked Questions When Deploying Bots

Los Conversational bots they are tools that many of us have already interacted with (perhaps without realizing it) on a personal level, but which are in the early stages of advanced use in companies. This is mostly due to ignorance and the perception that its implementation can be complex. However, as companies explore and better understand the potential of conversational bots, they will realize their numerous benefits and strategic opportunities. strategic benefits and opportunities.

To answer some questions regarding chatbots, below we will answer the 10 most frequently asked questions when implementing bots.

Question 1: What determines the intelligence of a conversational bot?

The intelligence of a chatbot is determined by several factors that influence its ability to understand, process and respond effectively to interactions with users. One of these key factors is if it's powered by AI.

If you are equipped with conversational artificial intelligence, the quality of your training and the The breadth of the subjects you have been exposed to will determine how intelligent you are. In other words, if the bot receives continuous training and improved content, we will ensure that it is both intelligent and useful when offering to customers rich and accurate answers to what they were looking for in the beginning.

Question 2: How to define conversation flows and customer journey for the bot?

It is essential to identify the most common scenarios of interaction with the bot. This involves mapping the possible paths that a conversation can take, anticipating typical queries and appropriate answers.

In addition, understanding the customer journey involves knowing the key touchpoints in the user experience, from the first interaction to the conclusion of the transaction or inquiry. Al align conversation flows with the customer journey, it ensures a coherent and efficient experience that meets the objectives of the user and those of the company.

Question 3: What sources of information will the chatbot use?

For a chatbot to work properly, it is essential that it has access to company data, whether from your existing knowledge base, website, internal databases, existing documents, CRM, product inventories, or other sources of information.

Technology such as Machine Learning will allow the bot to have the ability to adapt to unforeseen scenarios and unsaved information, and that handles unexpected situations with useful and relevant answers. For this, it is crucial that you can collect data on user interactions to iterate and continuously improve conversation flows.

Question 4: What is the expected timeline for implementing a bot?

Broadly speaking, the process can be divided into five stages: planning, design, development, testing and deployment. The planning phase involves defining objectives, identifying use cases and drawing up a detailed plan. The design focuses on the creation of conversation flows, the user interface and the integration with existing systems.

Development involves implementing the bot and programming its functionalities, while tests guarantee its correct operation and the detection of possible problems. Finally, the deployment ends the process, taking the chatbot to the platform where it will be available to users. The total duration may vary from weeks to months, depending on the Scale and complexity of the project.

Question 5: Are chatbots multilingual?

Yes, a bot can be trained to respond in different languages. This involves the incorporation of capabilities of natural language processing (NLP) that allow the bot to understand not only the words in different languages, but also understanding the context and associated linguistic subtleties such as regionalisms.

The multilingual capability of a bot can be especially beneficial in global environments, facilitating effective communication with diverse audiences.

Question 6: When will you transfer the bot to a human agent?

There will be different scenarios where a bot has to transfer contact to a human agent. The main stage is if the customer so requests. It could also happen if you ask the same question multiple times and the bot doesn't know how to respond. This may be due to the complexity of the problem, to the lack of information in the knowledge base, or to situations where a human touch is required, such as in emotional cases or complicated transactions.

The important thing is to ensure a frictionless transition to ensure a service and high-quality customer experience.

Question 7: What are the functions of a bot?

Chatbots can perform a variety of tasks, from answering frequently asked questions to automating everyday processes, collect customer information using conversational forms, sell, manage the lead management, and more.

Las bot functions will depend on business specificities and needs, as well as the main purpose for which the chatbot will be intended.

Question 8: Can a bot handle multiple user conversations?

Of course! That's one of the great advantages of chatbots: respond simultaneously to multiple users in real time.

The ability to handle simultaneous conversations is particularly valuable in customer service and online service environments, where the volume is large and users can request to interact at different times and on a variety of topics.

Question 9: How scalable is a bot's solution?

A well-designed conversational bot solution can handle a significant increase in the number of users and inquiries without compromising performance. Scalability is also linked to the ability to improve and expand the bot's functionality over time. Solutions such as Conversational bot by inConcert, allow for easy integration of new features and quick adaptation to changing business requirements and scenarios.

Question 10: Can a chatbot be integrated with existing systems, such as a CRM or contact system?

Yes, omnichannel chatbots have the ability to connect to other tools. There are 360° solutions that, because they belong to the same ecosystem, already connect the bot with the CRM or marketing automation platform natively.

Integrating the bot with other systems, for example the Contact Center, will allow a smooth bot-agent transfer, with a history of interactions and will give you the Human touch to this technology, improving the customer experience. If you still have questions or want to explore the specific use case of a conversational bot in your business, contact one of our consultants.

If you still have questions or want to explore the specific use case of a conversational bot in your business, contact one of our consultants.