Chatbots are conversational UIs that mimic chatting with a human to help and guide users. Customer service bots help with problems or inquiries, while interaction bots provide a service like getting a quote or placing an order. Chatbots save time and money on agents. It’s why 80% of companies are expected to use them in 2021.
Faster Response Times Users with questions can access a chatbot 24/7. Bots can handle many inquiries at once. Simplified Tasks When completing tasks, the bot directs users through each step, and removes distractions. Brand Humanization Done right, conversational UX can humanize your brand through voice, tone and what feels like talking to a real person.
Personalization Chatbots personalize the user experience, making it feel more one-on-one. Informative Data You can use chatbots to gather useful data about your audience, including insight into how they speak. Reduce Bounce Rates If you have high bounce rates, research into the problem can help you build a chatbot solution.
Language Complexity Not all bots can take on the full complexity of language. Strict Scripts Some bots are too strictly scripted, and their flow isn’t lenient enough for unique circumstances. Design Limitations Chatbots are limited by size, complexity and interface, especially on mobile.
Questionable Benefit A bot isn’t always better. A shopping bot may not be faster or more convenient when you have already spent years optimizing your site's UX to include special features. Slow Page Load Times If the script isn’t implemented right, it can slow down your site’s loading times.
According to an NN/g study, people feel neutral to slightly positive about chatbots. Although less helpful than humans, they value the convenience. A successful chatbot will address these concerns: • Not receiving all of the information or options available • Lack of privacy and safety of personal information • Real human representatives mean that a company cares more
Think carefully about whether using a chatbot is right for your business. A bot with a beneficial purpose can do wonders for conversion; a bad bot wastes consumers’ time and loses trust. It all depends on the context of your product and how well you design the bot. Don’t implement a chatbot if you’re unwilling to invest the time, money or testing it will take to develop a great one.