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With the rapid advancement of artificial intelligence, chatbot experiences have improved dramatically in recent years, quickly evolving from frustratingly limited preprogrammed responses to highly advanced, conversational generative AI.Before it onboarded a chatbot solution, Neo Financial Technologies Inc. received up to 15,000 emails a day from customers, which posed some unique challenges for the mobile-first, internet-based business.
“I’m pretty sure most Canadians have had a really awful chatbot experience,” she explains. “I worked for a lot of big corporations prior to coming to Neo, and even set up some of those terrible chatbot experiences. We’ve all learned that’s not the kind of experience we want for customers.” “The number of chats we get is one-third the number of emails we were getting,” Ms. Burch says. “Customers that come through the chat, we actually see 50 per cent contained within the bot, which means they don’t flow through to our live specialists because they’ve gotten their answer from the chatbot.”
While challenges remain, it’s become easier to provide a positive customer experience with an automated solution. “If a client is trying to build something for a customer, we would suggest first building something internally for your employees – for a controlled set of users – so you are managing the confidence of doing this.”
Facilitating trust between human clients and automated customer-service agents can be a nuanced endeavour. According to researchers, there are times when adding humanlike features to chatbots – such as names and faces or even some basic animations – improves trust, but in others it can diminish it.
Adveditorial Appwebview Trust Chatbot Customer Solution Technology Number Image Kind Accenture Canada Shannon Burch
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