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5 Reasons Why Chatbots Fail



However, this doesn’t mean chatbots can’t contribute to user-friendly customer service. Companies just need to be more structured in their development and pay attention to a few essential points.

There are two groups of chatbots: rule-based and AI-based bots. For bots that are rule-based, a list of rules is established in advance. The list determines how the bot responds to different requests. Usually, a user request is searched for specific keywords. If a keyword is found in the request, the answer for this particular keyword can be displayed to the user. If there is no defined answer, a rule-based bot can’t answer the question. Frustrated users are pre-programmed.

Unfortunately, rule-based chatbots are much more common at the moment. AI bots are more complex and more expensive to implement. However, they are an investment that will pay off.

Although everyone is talking about chatbots, this does not mean that they are the right tool for every business. Many companies are so enthusiastic about the new technology that they want to introduce it without thinking about benefits for the user.

When companies use chatbots they should be transparent about it. For many users, it’s quite frustrating when they think they’re talking to a human employee and then realize that it’s actually a bot.

Many chatbots try to solve all problems for everyone. Unfortunately, that causes problems. A chatbot needs a clear scope of the topics and use cases it can cover. If a bot tries to answer questions around several topics or a use case that is too broad, it will hardly be able to provide a satisfactory user experience.

Like any other software, chatbots need continuous analysis and a structured process to further improve their functionality. Many companies are not aware of this aspect.

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