Chatbot or not to chat with a bot - that is the question!
December 03, 2019
Chatbot or not to chat with a bot - that is the question!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with ChatBot
We are using very basic Chatbot services on our own website, but for our clients we’re using much more sophisticated services starting with concierge services, moving to FAQs and the internal agent support and next best actions.
- Superb for interactive form filling.
- Great for standard messages and relaying information.
- Out-of-house assistance and redirecting or capturing followup details.
- Having enough conversational data to train the chatbot.
- Really understanding intent.
- Understanding emotion.
- Good customer engagement levels (positive intent recognition).
- Positive CSAT.
- Not enough volume yet to have a cost ROI.
End to end solution support, purchasing a service-ready solution speeds up the time to market whilst ensuring a secure and compliant solution. Also having contracts in place, speeded up the process of time to market. Developing with conversational experts to speed up time to market also really helped. The hardest part is creating an operational model to continually deliver increased functionality and knowledge. Implementing market leading technology also provides an easier route to internal approvals.
Do you think ChatBot delivers good value for the price?
Yes
Are you happy with ChatBot's feature set?
Yes
Did ChatBot live up to sales and marketing promises?
Yes
Did implementation of ChatBot go as expected?
No
Would you buy ChatBot again?
Yes