7 Ways to Make Your Chatbot More Human

Chatbots are designed to replicate human conversation. If they’re unable to interact with customers in a natural and convincing manner, users tend to look to other customer service channels - missing a great opportunity to provide an enhanced customer experience and reduce agent dependency. With this in mind, we thought we’d take a look at seven ways you can make [...]

2019-03-28T14:55:43+00:00March 28th, 2019|

How to Make Sure Your Chatbot Is GDPR Compliant

Chatbots are becoming an increasingly important feature of customer service provision. In part, this is due to their ability to collect and process valuable customer data for use by human agents or to provide automated solutions to customer service issues. However, this data collection capacity means that chatbots must comply with the General Data Protection Regulation (GDPR). Here, we examine [...]

2019-03-28T12:31:00+00:00February 12th, 2019|

First Contact Resolution – The Ultimate Guide to Achieving It in 2019

First Contact Resolution (FCR) is one of the most important metrics you’ll utilise in the customer service environment. Customers want to have their problems resolved at the first time of asking and typically consider any customer service that requires multiple interactions to constitute poor service. This means customer satisfaction often depends upon FCR. Consequently, we thought it would be a [...]

2019-01-30T15:25:26+00:00February 5th, 2019|

Chatbot Technology in 2019: What to Expect

Chatbot technology moved forward in leaps and bounds in 2018. This year is shaping up to be even bigger and better for every organisation’s favourite money-saving, problem-solving customer service tool. With this in mind, we thought it would be a good idea to take an in-depth look at what we can expect from chatbot technology in 2019. State of the [...]

2019-01-30T17:14:33+00:00January 23rd, 2019|

Customer Satisfaction Survey Questions: What You Should Be Asking

Customer satisfaction survey questions are an excellent means of improving your service provision by identifying what it is you do well and what you could do better. However, the survey process can be vastly improved via the use of new, interactive digital technologies. Chatbots and AI systems, in particular, are having a dramatic impact on how business go about doing [...]

2019-01-30T15:24:15+00:00December 13th, 2018|

Why Free Chatbot Software Isn’t An Adequate Business Solution

If you’re considering integrating a chatbot into your customer service system, you may have considered utilising free chatbot software. While it’s a popular choice for amateur enthusiasts, it’s not always appropriate when it comes to professional services. Here, we take a look at what it offers and why it’s not an adequate business solution on its own. The best thing [...]

2018-10-30T10:00:28+00:00November 27th, 2018|

11 Reasons Customers Aren’t Using Your Chatbot (and what to do about it)

Though you may have developed the greatest chatbot known to humankind, there’s no guarantee your customers will use it. Here, we examine the 11 most common reasons your customers aren’t willing to engage with your chatbot and provide you with step-by-step solutions to fix each issue. Your chatbot doesn’t accurately replicate human conversation The clue is in the name – [...]

2018-10-30T10:00:18+00:00November 20th, 2018|

Chatbots Lend a Helping Hand: 7 Ways Chatbots Are Helping Us in Our Everyday Lives

In recent years, there's been a lot of excitement surrounding the potential applications of chatbot technology. As a growing number of businesses have adopted chatbots in an attempt to drive greater efficiency in their customer service departments, there's also been an increase in the development of chatbots aimed at doing some social good. As Inform Comms have just launched their [...]

2018-10-09T10:35:58+00:00October 9th, 2018|

Chatbot or Human? When to Choose the Right Option for Customer Service

In 1896, an Italian economist, Vilfredo Pareto, published a paper that demonstrated that around 80% of the land in Italy was owned by the wealthiest 20% of the population. He went on to carry out further studies and discovered that this ratio also applied to many other countries. Long after Pareto passed away, reports revealed that global wealth distribution follows [...]

2018-10-09T10:39:25+00:00October 2nd, 2018|
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