Few important qualities of highly effective bots
Bots are gaining popularity because they are effective in providing a good customer experience. As bots never sleep you always have the door open for your customers i.e. 24x7, 365 days. Although businesses love bots, often customers hate them due to legitimate reasons. The most common mistake bots do is that they pretend to act like humans, and they miserably fail on it. Bots are not a replacement for humans, irrespective of how good they are on natural language understanding and speaking. Bots help to provide a communication channel that is more available and more efficient for few well-defined tasks.
As it is quite easy to create a bot these days, businesses jump to create one of their own. But most of them lack purpose and effectiveness. I would like to capture a few important qualities of a highly effective bot.
1. Clear bot identity
A bot should declare itself as a bot. This really helps the bot because expectations levels are set up front and limitations are understood. On the other hand, if customers realize during a conversation that they are talking to a machine and not to a human, it can have a negative impact. A bot…
