Selecting the right chatbot for your business is extremely important because you want to offer the best experience to your customers. However, choosing the right AI chatbot is not easy. There are so many out there that it’s difficult to narrow down the ideal one for your business. Yet, there are some criteria and things to keep in mind when trying to find a good chatbot. With that in mind, here’s what you should focus on.
Customization
Ideally, you don’t want to have a chatbot that you are forced to use as-is. Instead, you want it to deliver great customization options. After all, you need the chatbot to fit your customer base and niche. Plus, you also want it to use your branding and style. That’s why customization is one of the key aspects to focus on when picking a good chatbot.
Is it easy to connect the chatbot to your data?
It’s also just as important for the chatbot to access and use all your current data. Making sure that the chatbot has access to the latest data and info will help it provide a better customer experience. That’s why you don’t want a chatbot without any updates or means to upgrade its current knowledge. An ever-expanding, upgradable chatbot will always make a huge difference.
Multi Language features
There’s no denying that sometimes you might have customers that don’t speak English. If you want to use an AI chatbot, it’s ideal to go for one that delivers multi language support. That way, the chatbot can have a native-like interaction with the customer. Not only can that help improve the customer experience, but it might even generate sales as well.
Reports and insights
Does the AI chatbot offer you insights and reports when it comes to its customer interactions? All that data can be extremely valuable, especially if you want to improve your products and services. A good chatbot will always provide comprehensive reports with all that info, and it can be a major upside!
What type of AI chatbot do you need?
There are different types of chatbots, each with its own pros and cons or use cases.
- Contextual chatbots will remember preferences, and they will help provide a personalized user experience.
- Menu-based chatbots are meant to help customers navigate menus and identify the right solution they need.
- Keyword recognition-based chatbots pick keywords from the conversations, and they will help deliver a more nuanced response.
- Rule-based chatbots allow you to set rules when it comes to how they interact with customers. They are also the chatbots you want to use if you want to have predefined responses.
- Voice chatbots use voice recognition technology to identify user inquiries and provide the necessary assistance and help.
Technical capabilities
You should always look at the different features and key benefits offered by every AI chatbot you are interested in. Technical capabilities can vary from one chatbot to the next one. Some use natural language processing; others are easy to scale, but some chatbots help provide multimodal support for conversations.
Data privacy
How does the chatbot handle customer data? Is this chatbot taking into account international regulations like the GDPR? Customer data security is pivotal, so ensuring that you always have a great level of data privacy from the chatbot is very helpful.
Does it work with multiple channels?
You should always go for a chatbot that can be integrated with multiple channels. You want it to cover a multitude of social channels but also your website. While some AI chatbots offer multi-channel support, that’s not always the case.
Sentiment analysis
Is your AI chatbot offering sentiment analysis or not? Some of these solutions do, but they are not very complex. While sentiment analysis is not a mandatory requirement, it can definitely provide a variety of benefits, and it’s certainly worth considering that.
Ease of use
Of course, you expect the chatbot to have a seamless yet configurable interface. If you can have an intuitive dashboard, that’s even better. From there, you should be able to track conversations, and ROI, along with the success/failure rates.
These are some of the main criteria to focus on when it comes to choosing a chatbot. Finding the right AI chatbot is a very personal experience since it always comes down to your needs and requirements. But we highly recommend following these guidelines, since it will be much easier to see what chatbot is ideal for your business!
