Chatbots perception by brands and customers

Chatbots are becoming mainstream in Customer Service. Many major brands have introduced some kind of chatbot on their websites in the last few years. These attempts have had different levels of success with many resulting in failure. But the technology has clearly evolved and the discipline as well.

The discontent from brands and their customers with the technology is real. It’s noticeable that most customers dislike interacting with chatbots, even though they like using live chat and messenger apps to interact with brands. A big part of this discontent can be explained by the chatbot quality (or the common lack of it), and the customer experience for each case. However, on the upside, nowadays there is a better perception of what is possible to do and what is not.

People messaging on phones
Consumers spend more time on messaging apps than on any other app.

 

The need for experienced developers

Building a high quality customer experience with a chatbot still takes plenty of skill and effort. This is usually underestimated by companies. Even large organizations, that theoretically have the means to invest, tend not to take the effort seriously.

It still takes an experienced team to develop a superior experience, regardless of the technology used.

  • Skills in conversational design are required to make sure that the experience is pleasant.
  • NLP and Data Science expertise is needed to develop, test and maintain high-quality NLU models.
  • Programming and integration competencies are required for developing complex features and integrating with systems like CRM, Customer Service and others.

There are too many low quality implementations because the investment has simply not been made, or the team doesn’t have the skills and experience.

 

Team power
To develop a high quality conversational AI solution you may still need a multidisciplinary team in some cases.

 

The chatbot maintenance burden

Another key aspect that is often overlooked is the maintenance of a chatbot. A large bulk of the work in providing a superior customer experience goes into maintenance and continuous improvement of a bot, as well as keeping it up to date.

Typically there is a large gap between what brands expect their customers to do, and what they actually do, when in front of a Conversational AI. The insights are very useful, but a chatbot still needs to be continuously maintained and improved exactly like a website or a social media page.

The goal should be to make the development, deployment and maintenance of high quality chatbots accessible and affordable to every organization. The way to do this is to democratize conversational AI development, by providing good tools that allow content editors to develop a high quality experience, making it as simple and common as managing the contents of a website.

 

Democratizing Conversational AI via no-code chatbots

This is where the ROBO-AI Bot Studio comes in and why it’s a great step in the right direction. With it, brands can develop valuable no-code chatbots. And that immediately presents the solution for that need for skill and effort identified previously. These no-code chatbots don’t require developers or programming skills. They’re simple, easy and intuitive to build. 

With the ROBO-AI Bot Studio anyone can bring a chatbot online very quickly. You can put these claims to test by taking the trial available on the Bot Studio page. There’s no time limitation and you can publish up to 2 bots.

The next step is to make maintenance of chatbots easier and more straightforward. The ROBO-AI team has been working on the ROBO-AI Proactive Learning technology that helps streamlining the process of reviewing thousands of conversation logs and turning them into a conversational experience.

Integrating a chatbot with a CRM or a Customer Service system can still be a challenge that requires systems integration or programming capabilities. This can however be shortened by working with tools like Zapier or Integrately.

Building a no-code chatbot on ROBO-AI Bot Studio
The ROBO-AI Bot Studio is a first step towards democratization of Conversational AI by allowing the developmen of no-code chatbots.

 

The future

The future of Conversational AI development is low-code and no-code chatbots. Empowering marketing, content and customer service managers with tools that make them less dependent on their IT departments or partners is key to providing a sustained high quality customer experience with conversational AI.

If you’re interested in knowing more about this no-code solution, you can test and build a no-code chatbot in the trial available in the ROBO-AI Bot Studio page.