Chatbots: Personalizing Human-Computer Interaction

by Gifty Narkani / 20 Aug 2019/ Comments(0)
Next Inc - Chatbots: Personalizing Human-Computer Interaction

Chabot’s are taking the world by storm! Nowadays people are obsessed with Siri and Alexa. By 2020, an average person will have more conversations with bots than with their spouse. Chatbots along with AI has created a strong bond between the people and technology. Mimicking the human intelligence, chatbots are growing in popularity and the bots were responsible for 8 million conversations between the people and technology. According to a report by Gartner, chatbots should account for more than 85% of customer service interactions by 2020. Chatbots are ruling the business world now making apps and websites redundant. With the evolution of AI technology and deep learning, the chatbots are expected to become more empowered to offer better language processing capabilities and extensive personalization in the coming days.

Becoming More 'Personalized' and Less 'Robotic'

Every business is now using chatbots on their websites, applications, blogs, and software for impeccable customer experience. The most impressive feature of chatbots is that they become smarter and intelligent with past interactions. People use a chatbot to get an instant answer to their real-time queries. The chatbots are more than a machine it is interactive, problem-solving, cheerful, realistic, relevant, inquisitive, clear and concise. The traits of the bots are personalized depending on the brand guidelines. Here the bots are build based on the anticipations of the target audience. The personality traits of the chatbots can be predefined whether you want it to be friendly, polite, sarcastic, witty, and funny.

Personality Is a Competitive Differentiator

Assuredly, your chatbot's personality is a competitive differentiator. To personalize a chatbot there are key points to be considered before you start building. Personalizing the bots improves the performance with easy interaction using a simple interface. Thus bots gain the capability to outperform humans with the speed of handling customer queries. The chatbots personality should be leveraged to anticipate the needs of tech-savvy customers. This post outlines the factors to be taken into account to personalize human-computer interaction.

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    The greeting or opening of the conversation

    Designing a chatbot conversation is imperative. Crafting a perfect chatbot greeting is significant for a brand as "the first impression always matters". Before opening the conversion it is a good practice to let the customer know that they are interacting with a machine. The initial greeting will reveal your chatbot's personality. Finish off your chatbot’s greeting with a call-to-action (CTA). This will guide the user to take potential action and enhance interaction.

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    The right response at the right time

    Creating the right response that resonates with the customer is significant. This principle must be followed before curating the script for the chatbots. Users anticipate the right response at the right time. This means they need answers to their queries instantly. Consumers feel annoyed if they do not get real-time response form the bots. Hence this factor is important to consider while personalizing the chatbot.

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    Avoid repetitive responses

    The same circuitous replies should be avoided while scripting conversations. Moreover, when the chatbot doesn’t come with AI brains, creating relevant responses to user queries will become an ordeal. Bots can clarify the questions when they don't understand. There are cases that customers get frustrated with repetitive responses. Therefore it is essential to avoid repetitive responses for better customer interaction.

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    Humor and wit

    Use humor and wit thoughtfully during interactions. It can help deliver your brand experience. Humor does have a place in conversational UX and it is important to maintain the human personality traits in a chatbot conversation.

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    Sign off

    Closing the conversation with human-touch is essential to insert personality into an interaction. The bot should never leave the user hanging without ending the conversation. If the customer says goodbye, so should the bot. Therefore the ending conversation should be kept in mind when developing the script for the chatbot.

NEXT Intelligent Automated Answering Platform (NIAA)

  • NEXT Intelligent Automated Answering platform is a Chatops/Chatbot platform. It brings the communication and software development execution along with the operational tasks using conversation. The platform provides automation, by triggering actions based on the conversation. Any repetitive mundane manual task can be automated allowing the task to be carried out efficiently and increase the productivity of the user. NIAA (NEXT Intelligent Automated Answering Platform) converses in appropriate context. Having the contextual conversation is paramount as it helps in getting the relevant answer to the query, improving the efficiency and also assists in making an informed decision.

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