Despite so many benefits of chatbots, they are challenging to turn into success stories. We had explained the 3 reasons why your chatbot will fail: Discoverability, customer expectations and technology limitations. These are all hard problems but there are strategies you can follow to manage them:
Discoverability: Your chatbot can be on your website, on Kik, on Facebook messenger or on a myriad of other platforms. Until a dominant platform emerges like it did in China, you need to promote your bot as clearly as possible so your customers know where to contact you. Even better, integrate your bot into your customer service processes so it doesn’t even need to be discovered. A chatbot listening into your customer service calls, learning from daily interactions and suggesting your employees what to tell to difficult customers is not a dream. Numerous vendors like True AI or Wise.io already provide this service. So instead of creating new channels, you can augment your customer reps with chatbots and get some of chatbot benefits.