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5 Reasons Why Chatbots Fail
© Onlim GmbH 2019
Although more and more companies
are using chatbots in their customer
service, this does not imply that all of
them are im...
However, this doesn’t mean chatbots
can’t contribute to user-friendly
customer service. Companies just need
to be more str...
WHY CHATBOTS FAIL
SOMETIMES
1. Intelligence of Chatbots:
There are two groups of chatbots: rule-
based and AI-based bots. ...
WHY CHATBOTS FAIL
SOMETIMES
2. Inappropriate use cases:
Although everyone is talking about
chatbots, this does not mean th...
WHY CHATBOTS FAIL
SOMETIMES
3. No transparency:
When companies use chatbots they
should be transparent about it. For many
...
WHY CHATBOTS FAIL
SOMETIMES
4. No clear scope:
Many chatbots try to solve all problems
for everyone. Unfortunately, that c...
WHY CHATBOTS FAIL
SOMETIMES
5. Lack of analysis functions:
Like any other software, chatbots need
continuous analysis and ...
At Onlim we help you automate your
communication for outstanding and
innovative customer service.
You can learn more about...
AUTOMATING CUSTOMER
COMMUNICATION VIA
CHATBOTS AND VOICE ASSISTANTS
P.S. Have you checked out our
ULTIMATE GUIDE TO CHATBO...
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5 Reasons Why Chatbots Fail

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Chatbots don’t always provide the experience that businesses and users would hope for, and sometimes they fail.
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Download the ULTIMATE GUIDE TO CHATBOTS FOR BUSINESSES: https://onlim.com/en/chatbot-ebook/
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Onlim - Automating Customer Communication via Chatbots and Voice Assistants.
www.onlim.com

Publicado en: Tecnología
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5 Reasons Why Chatbots Fail

  1. 1. 5 Reasons Why Chatbots Fail © Onlim GmbH 2019
  2. 2. Although more and more companies are using chatbots in their customer service, this does not imply that all of them are improving customer satisfaction and user experience. On the contrary. You often read about experiences in which a user receives incorrect answers. Either they get repetitive messages or unrelated responses. So it’s no wonder that many users end the conversation and develop a negative perception towards chatbots. Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com
  3. 3. 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. Keep reading to learn more about the 5 reasons why chatbots fail and what you can do to avoid it in the first place. Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com
  4. 4. WHY CHATBOTS FAIL SOMETIMES 1. Intelligence of Chatbots: There are two groups of chatbots: rule- based and AI-based bots. For rule-based bots a list of rules is established in advance that determines how the bot responds to requests. If a predefined keyword is found in the request, the answer for this particular keyword can be displayed to the user. If there is no defined answer, rule-based bots can't help. AI-based bots are also set up with a list of rules at the beginning. However, they are able to learn from each customer interaction and thus continuously improve. Unfortunately, rule-based chatbots are more common at the moment. AI bots are more complex & more expensive to implement but they are an investment that will pay off. Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com
  5. 5. WHY CHATBOTS FAIL SOMETIMES 2. Inappropriate use cases: 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. Before you build a chatbot think about whether you have a good use case for it. Chatbots are usually well suited to answer standardized questions. However, they are often not suitable for complex customer problems or individual complaints. For this kind of support live chats or even a combination of live chat and chatbot can make sense. Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com
  6. 6. WHY CHATBOTS FAIL SOMETIMES 3. No transparency: 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. Therefore, you shouldn’t create false expectations. If you are using a bot in your communication, indicate it at the beginning. If you hand over the conversation to a human employee let the user know. That way the user knows to whom he is talking to at all times. Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com
  7. 7. WHY CHATBOTS FAIL SOMETIMES 4. No clear scope: 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. For instance, a limitation could be that the bot only assists with booking flights or is responsible for your car rentals. Such highly specialized use cases are much easier to think through and implement at the beginning. Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com
  8. 8. WHY CHATBOTS FAIL SOMETIMES 5. Lack of analysis functions: 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. Once a bot is launched, it is often assumed that the work is done. In reality, it just starts after the launch. The data basis for improvements can be conversation protocols, usage statistics as well as user surveys after the conversation. Your aim should be to continuously analyze the available data and implement appropriate measures for improvement. Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com
  9. 9. At Onlim we help you automate your communication for outstanding and innovative customer service. You can learn more about our LIVE CHAT, CHATBOT & VOICE ASSISTANT solutions at www.onlim.com Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com
  10. 10. AUTOMATING CUSTOMER COMMUNICATION VIA CHATBOTS AND VOICE ASSISTANTS P.S. Have you checked out our ULTIMATE GUIDE TO CHATBOTS yet? You can access it at https://onlim.com/en/chatbot-ebook/ Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

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