How Chatbots Bring Valuable Business Insights
If you are reading this, you are probably well aware and convinced of the fresh air that chatbots bring to interacting with clients and extending some customer relationship management (CRM) capabilities. I am as well, of course, but am also passionate about the idea that chatbots are helpful in building new links, adding more services, and last but not least, getting valuable insights for our business.
Chatbots give us the framework to reach and engage our clients trough a unique point of access to contents, with ease of use and the power of natural language. And, while doing that, they also represent an open door to know what they are really interested in. Chatbots do not limit the actions of users to a few tight directed options – on the contrary, users feel and enjoy the freedom of telling or asking anything to our chatbot once it is in their hands, and believe me… they all will make use of that freedom; no doubt about it.
I know what you might be thinking. Far away from being a strength, freedom of users to text or speak anything is a weakness, because it is a tough task making the chatbot speak the right answers in all possible scenarios. Well, it is true – AI is not yet so close in real life business as we are being told – you can be sure your chatbot will not understand all users’ intents, and will not find the appropriate answer in many cases.
Chatbots serve us an awesome bridge for better reaching our clients, while listening and understanding them like never before.
Nonetheless, just focus now on the fact that you can log your clients’ concerns, and gather all the questions that they are going to ask your chatbot – even when its fallback intent enters into action. They will probably say many things even presuming beforehand, that most certainly, the bot will not answer properly. But we all like and enjoy exploring limits and releasing our curiosity. This is possible and easy when dealing with a chatbot – something we can not reach with apps. Hence we have here a powerful tool for better listening and understanding our clients.
Once we are conscious of the power we have in our hands to listen to our clients, we have to design our chatbot to be helpful in very specific tasks, but also design it to gather as much intelligence from our client’s intents as possible.
At Navandu Technologies we have dealt with the difficulties to design expert chatbots in the broad areas of medicine and health. We have extensive experience in delivering apps for physicians, and we started with our chatbot services to better understand what doctors really expect from digital services. We can see how they, through a chatbot experience, ask exactly on their way how they want things to happen and help them in their daily responsibilities.
Chatbots are useful levers not only to better serve our clients, but also to better learn and understand market needs and clients expectations.
We also work in close collaboration with pharmaceutical companies to define specific customer approach actions, and we are building together very innovative services, not only to better serve the market, but also to better learn and understand client’s needs.
Are you involved in designing a new chatbot? Enjoy the journey, build appropriate contexts and manage your clients expectations according to the chatbot actual capabilities. Deliver a clear value for your target personas so they take the time to give it a try… and think carefully of the valuable insights you can get. Begin preparing your software infrastructure to capture as much value as possible.
