As a reminder, I am currently publishing a series of articles on the different types of chatbot. To do this, I first divided all the bots into the following 3 use cases:
- Marketing
- Distribution
- Service
The last few articles have focused exclusively on marketing and sales bots. Now follow the service chatbots:
1. CONNECTING BOT
The Connecting Bot connects users with a real service employee who can best help with the relevant service request. The aim is to offer a friendlier and more helpful alternative to Interactive Voice Response (IVR). The advantage of the bot over an IVR lies in particular in the possible personalization of content.
NerdWallet: This bot helps you find the best credit card provider. The bot asks for some information and then forwards it to a real employee
2. FAQ BOT
The FAQ bot answers simple questions about the company and products. These conversations follow a simple question-and-answer pattern (the questions are usually repeated often and are easy to train the bot). However, it is often not enough to simply transfer the FAQ content of a website to a bot – this fails, among other things, due to users’ high expectations of chat interaction with a bot that should be able to answer their own questions, as opposed to the expectations of a website without interaction options. Since the FAQ bot is only superior to the self-service or customer support bot in a few cases and can lead to frustration without forwarding to a customer service employee, most companies have already switched to the two advanced variants mentioned.
3. SELF SERVICE BOT
The Self Service Bot replaces or supplements the classic customer portal, in which customer information can be managed. If necessary, the bot can access personal data, invoices, forms, orders and much more, adapt information or provide information. In some self-service bots, invoices can also be paid in the chat. It is important here that data protection laws are complied with and that users must first authenticate themselves before they have access to personal data.
UPS: “Casey” from UPS finds nearby UPS locations, can track a package and display prices.
4. EMPLOYEE SUPPORT BOT
The Employee Support Bot helps employees to answer customer service queries more quickly and easily. Some bots also supplement or replace software solutions for document management.
Royal Bank of Scotland: Here, the customer service employees are supported by the bot when answering customer queries. The Dollar Shave Club has a similar system.
5. CUSTOMER SUPPORT BOT
The customer support bot with forwarding responds to customer inquiries and forwards them to a human employee as soon as they become too complex. The Customer Support Bot without forwarding, on the other hand, replaces the Live Chat Agent with a bot. The bot can automatically respond in the appropriate context, for which it uses templates and prompts users with CTAs to take the next step.
I hope you enjoyed my series of articles and look forward to your feedback.
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