10 Reasons for a Hybrid Approach Between Human and Chatbot
Can we give tasks to a machine without losing control? Yes! Because in our fast-moving world we need machines that make our work easier. There are already different areas where chatbots are extremely useful — and there will be more. Of course, chatbots can’t handle all the requests automatically. But in the right places the division of labour with a chatbot works very well. Here you will find 10 reasons why a hybrid approach between human and chatbot is absolutely necessary.
1. Increased customer satisfaction
The customer does not want to be left alone with his questions. He wants an answer. As soon as possible. Everyone knows this phenomenon. And we also know that customer-centric companies dominate the world. A huge amount of a company’s communication internally as well as externally could be handled by a well designed chatbot immediately. This would make most of your customers happy. In addition, employees would have more time to deal with the more complex questions and respond very individually to the customer. A win-win situation.
2. No success with standalone Chatbots
If your chatbot can only answer a small part of the incoming questions, this leads to quick frustration for the user. Therefore, it is recommended not to consider the chatbot as a substitute, but as a supplement. By launching a chatbot, it makes totally sense to start with a predefined area and cover it as good as possible. Imagine you want to use a chatbot for recruiting, you could start with questions about the internship and then expand with questions about other entry opportunities, applications and open positions. All questions that the chatbot cannot answer should be immediately forwarded to your human employees.
3. Continuous improvement of the chatbot
By collecting questions that could not be answered and the corresponding human answers, the chatbot can be further trained and expanded. This makes sure that the chatbot only learns the questions and answers that are actually desired by its users. Irrelevant content is not even learned by the chatbot. As a best practice, it is recommended to cluster all your requests and then gradually update the most frequently asked questions. This ensures that the chatbot is constantly improving.
4. Intelligent distribution of requests
The chatbot can help to prioritize the incoming messages. If the tasks are too complex or too important, the person could takeover the conversation. In an online shop, for example, the chatbot can answer questions from users whose shopping cart is empty or under a certain amount. The inquiries of customers with bulging shopping carts are handled by a person.
5. Insights about your customers
By collecting chat histories, you can gather exciting insights about your target audience. With a chatbot, unlike websites and apps, all requests can be viewed in plain text. Therefore it is possible to see your customers desires directly. A sentiment analysis can be used to learn about your customers emotions and the reputation of your brand.
6. Human support
Artificial intelligence can not only answer customer requests and thus save time, it can also actively support employees in their everyday work. If a human handoff was triggered, answers are suggested to your agents and associated documents are displayed. Assisting your employees ensures a higher quality of the answers. In addition, time-consuming tasks can be transferred to the bot. Imagine you have a customer service channel and one important step to identify the problem is to read an error code. Once the reading is done via your bot, the conversation can be returned to the human immediately.
7. Capturing out-of-control conversations
Even if the user does not directly ask for a human handoff, human agents can take over a conversation when it gets out of hand. This can be done not only by monitoring the chat records, but also when the user’s emotional state shows a negative value.
8. One environment for human and machine
For a great cooperation between chatbot and human agent, it is important that both parties operate in a single unified system. This ensures a smooth process.
9. Analysis of the chatbot potential
Are you still unsure whether a chatbot is suitable for a certain usecase? Or how the chatbot should be designed? With a human handover in combination with the Wizard of Oz method, the potential of the usecase can be analyzed within a very short test phase. The chat is operated by a human pretending to be a chatbot. With that various chatbot flows can be tested against each other.
10. Setup of a chatbot
The collected chat history from Reason 9 can then be converted into a chatbot. This can be done manually but is very time consuming. It would be great if the handover system makes suggestions for the best chatbot content and transfer it to the chatbot system of your choice.
Further information can be found at https://botfriends.de/handover-tool/
