Episode 139 – How to Create Effective Bots

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A Tech Tuesday Episode. All things Technology related to providing digital customer service.

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How to Create Effective Bots

Informed by Eleks’ blog post titled “The Rise of Conversational AI: Why Businesses Keep Falling Short” published 1.18.2018

  • Stats
    • Currently, chatbots fail in 70% of all user requests
    • Only 30% of bot interactions ran automatically without human support
  • Bot Attributes to Consider
    • Provide faster service
    • Can improve CSAT
    • Use a decision-tree model
    • Respond to keywords entered by users
    • Functionality is still limited
    • Can be frustrating to users with complex issues
  • 3 Steps to Creating Effective Bots
    1. Ask yourself some questions
      1. Why do we need a chatbot?
      2. What problem are we trying to solve?
      3. Is a chatbot the best way to solve the problem?
    2. Develop specific business requirements
      1. Decide on the desired end-user experience
      2. Determine which aspects can be automated
    3. Test everything before going live
      • Ensure the bot can handle volume demands
      • Toss out the 80/20 rule
      • Go live only when 100% ready
  • According to Frankie
    • Always be up front with customers that they are using a bot
    • Always give customers a way to exit the bot when they want to

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    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
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Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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