Make a Chatbot for Customer Service
Customer service chatbots are a great solution to help resolve customer issues and questions. However, they are not designed to replace human customer service agents. They are a great way to streamline common questions, and free up agents’ time for more in-depth and unique questions.
The first step in making a chatbot for customer service is to figure out what your goals are and what you want the bot to do for you. Then, decide what your chatbot will look like and set up a conversation flow to achieve those goals. For example, if you want your chatbot to answer FAQs, create a Frequently Asked Questions (FAQ) flow and display it as an Icebreaker on the front page of your bot. This will allow your customers to easily find the answers to their questions without having to launch a full conversation with your bot.
Another way to make your Chatbot for Customer service more helpful is to add a persistent menu that is accessible from anywhere in the conversation. This allows your customers to navigate through any of the answers they received from the FAQs. It also lets them start a new conversation with your bot for a different goal or return to the main menu and choose a new topic.
One of the most important elements of a chatbot for customer service is its ability to listen and understand the customer. Use real-life customer feedback, support calls and social media interactions to train your chatbot to mimic the language of your customers. This will increase customer trust and provide a more personalized experience.
How Do I Make a Chatbot for Customer Service?
To improve the chatbot’s understanding of user input, you can use Natural Language Processing (NLP) to convert user words into machine language. Then, the NLP can identify the intent of the user’s query and match it to a relevant answer.
The NLP can even go as far as recognizing synonyms, grammatical errors and context, helping the chatbot to provide more accurate results. This can be a huge benefit to your customer service and help you create a more efficient and streamlined support system.
If you have more complex customer support needs, your chatbot can be configured to identify and classify the question and route it to an appropriate agent. This can be done by incorporating a NLP trigger that will recognize specific keywords or phrases. Then, the bot can pass on the customer’s context and conversation history to an agent.
A good chatbot for customer service will be friendly and relatable. Avoid overly flowery language and $10 words to make the conversation feel more natural for your customers. Creating a chatbot with personality is not a bad idea either, but keep in mind that your bot is not there to replace humans. The snarky SmarterChild from AOL instant messenger is a classic example of a rudimentary chatbot that succeeded with its sarcastic persona and entertained 250,000 users per day at its peak.