chatbot intelligence
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Life After Going Live: How to level up and optimize your chatbot intelligence

Have you already implemented a chatbot in your company’s customer support, but it still has trouble answering some questions? Check out these five tips we have for you to continuously increase your chatbot intelligence.

Artificial Intelligence

By definition, an intelligent chatbot is a conversational robot that uses Artificial Intelligence (AI). Artificial Intelligence is, in turn, a field that includes all the technologies needed for a machine to copy human actions – in this case, having conversations that are as natural as possible.

The most widely used technologies when it comes to chatbots are NLP (Natural Language Processing) and Machine Learning.

Simply put, with the first technology, the chatbot acquires the ability to understand human language. And with the second, it gains the skills to learn from the diverse stimuli it receives.

Why isn’t your chatbot smarter?

Just after being implemented, a chatbot is never at its maximum efficiency. That is, at the point where no human has to intervene to answer certain questions from customers.

There are two reasons why your chatbot intelligence is not at its peak: it has not received enough stimuli yet (questions) to figure out what answer to give, and more importantly, it has not been trained.

When you create a knowledge base, you feed the AI with the different questions (FAQs) that your chatbot might receive and the corresponding answer.

However, according to the history of interactions in your Contact Center, what your customers will actually ask is an unknown fact; there is only an approximate idea, and even humans have no way of knowing.

Still, you can easily improve your chatbot intelligence and increase its response efficiency.

5 tips to increase your chatbot intelligence

#1 Keep the information up-to-date

Just as you change the information on your company’s website, you must update what is in your chatbot. It’s crucial that what you say in one place is the same as what you say in the other because if it doesn’t, customers and potential customers won’t know which one to trust. And consequently, their trust in your brand will decrease.

Therefore, always keep your chatbot updated with the latest news and procedures.

#2 Train, train, train

On a conversational AI platform like Visor.ai’s, there’s a tool that allows you to train your chatbot’s Artificial Intelligence – the AI Trainer. This feature gives you access to all the questions your users ask that aren’t in your chatbot’s knowledge base yet.

Regardless of what the chatbot has answered, this is where you can confirm, change or assign a response to the received questions.

Once you carry this out, the knowledge base will increase. And consequently, your chatbot intelligence, namely its NLP, will also increase as it adds more colloquial ways of asking about a subject.

Furthermore, the chatbot will know what answers to give to new questions, increasing its efficiency rate. A chatbot may not know the answer today, but tomorrow it certainly will.

#3 Analyze the interactions between users and chatbot

Just like brand trust, it’s equally important that the customers feel special when you address them and show that you are aware of their needs and know who they are. So, the third tip we have for you is to analyze the conversations that have gone through your chatbot. Understand which topics are the most mentioned and which questions arise the most.

Also, try to find out how you can improve the conversational flows and customize them for each user according to their profiles.

#4 Analyze Metrics

In addition to analyzing interactions, keep an eye on other metrics related to your chatbot and live chat assistants.

Related to the chatbot, you can find out, for example, which paths users took most in the chatbot or which buttons were clicked the most. With this kind of information, you can identify the topics of greatest interest and base your campaigns and promotions accordingly.

Regarding live chat, you can see what kind of questions led users to resort to your agents and what are the requests’ resolution times, among other data.

You can also analyze the ratings that customers gave to the service (if you have this rating parameterized) and understand the reasons for the not-so-good scores to act accordingly.

#5 Optimize assistant workflows

Last but not least, optimizing your agents’ workflows is essential. After all, that was one of the reasons you implemented a chatbot, right? Listen to your employees and work together to facilitate and improve service.

Chat support is totally different from on-call support. For example, when writing, your assistants may have to give some long answers, which may take longer and are still repetitive.

In these cases, as well as in cases of introduction or farewell, such as “Hi, you’re talking to Mary, how can I help you?” or “We appreciate your contact; whenever you need us, we’re here to help you!”, make use of tools such as Quick Answers.

By parameterizing these responses, your assistants only need to click a button and send that same message. This way, your customer is more quickly cared for, and your assistants gain time to focus on more complex situations.

Additionally, when assistants receive a ticket they aren’t the best for, redirect it to other colleagues or departments that specialize in the topic.

This process takes seconds and allows you to always provide your customers with the best possible service.

Your Visor.ai platform

In the Visor.ai platform, you can autonomously and intuitively perform all the operations mentioned above.

Increasing your chatbot intelligence is key to maximizing the solution’s potential.

Of course, whenever you need it, you can count on our team to help you overcome any challenges or implement new features.

If you are not still feeling the power of the Visor.ai platform, request a demo today and take your Customer Service to the next level.

How far can banking chatbots go? 5 worth knowing Use Cases to scale your Contact Center
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How far can Banking Chatbots go? 5 worth knowing Use Cases to scale the Contact Center

The challenges imposed by the pandemic were a significant driver and accelerator of the financial sector’s digital transformation. The exponential growth of online contacts and the need to reinvent customer support made many institutions finally start investing in banking chatbots.

This article explains some use cases that you can automate with this solution and how they help address the large volumes of interactions your customer service receives.

What are banking chatbots?

Chatbots, as the name implies, are conversational robots – robots that can communicate with people.

Banking chatbots are chatbots specialized in the banking industry. They are usually available on the corporate websites of each bank and help customers get answers to their questions immediately.

How do they work? Banking chatbots can communicate with their users because they have received information that enabled them to do so. Just as we go to school to gain knowledge, chatbots also need to learn to be efficient in their interactions.

Technologies such as NLP (Natural Language Processing) and Machine Learning are required so chatbots can understand and learn the human language.

These two technologies are part of Artificial Intelligence, which, broadly speaking, is what gives intelligence to chatbots. Thus, they can mimic specific human interactions – in this case, having a conversation as natural as possible and providing a great user experience.

What you can do with banking chatbots: 5 Use Cases

Chatbots are the missing piece in financial institutions that want to reach the next level of customer satisfaction and process optimization.

Nowadays, most people try to solve their issues digitally first, and only then, if it’s impossible, do they resort to other channels.

Consumers are increasingly demanding alternatives to face-to-face channels so they can get answers and reach their goals autonomously and at any time.

Banking chatbots are the solution for those who do not want to waste time. With these conversational robots specialized in banking and available 24*7, your institution empowers customers to:

  • Opening an account

Gone are the days when you had to go to a branch to open a bank account. Now, through a chatbot, your customers can enter their data, authenticate themselves, and have a new account in just a few minutes.

  • Changing debit dates

In addition to the numerous changes they can make related to their data, your customers can also make changes to debit dates, for example, monthly credit card fees.

  • Asking for credit increases

Situations requiring several levels of validation, such as applying for a credit increase, can be easily automated when you have a chatbot to help you. All you need is the customer’s information and compliance with the requirements, and you can automatically and instantly give them a response.

  • Canceling cards

If card cancellation is such a simple process, why does it give your customers and your teams so much trouble?

With a few clicks and chatbot monitoring, show the available cards and make it possible to choose the desired one – all of this without the need for human intervention.

  • Resetting authentication code

With the number of passwords each person has to memorize, many customers forget or lose the access codes to their account or customer area.

Create a use case in your chatbot where it asks for various information to validate that the customer is who they say they are, and after that, immediately send them new authentication codes.

The Millennium BCP story

Banking chatbots are generally used for customer support, automating different interactions that users have with institutions.

However, you can also automate internal support, i.e., provide support to branch office employees.

Banking is one of the sectors with the most information, and its procedures are sometimes very specific, depending on the product. It is humanly impossible for employees to memorize all these processes. However, they need to access them in a matter of seconds.

These are the occasions when internal chatbots come into play, and Millennium BCP opted for them.

After having an automation solution that did not meet their objectives, they decided on the value proposition of the Visor.ai platform. In a few months, the chatbot called MAX achieved interaction automation of around 80%.

Another advantage this solution provides is the possibility of forwarding to a human assistant when the chatbot can’t answer -accessible through the Live Chat tool of the Visor.ai platform, where it can serve several users simultaneously.

Still, MAX’s team says: “It may not know the answer today, but it will tomorrow.” And they say this because, with total autonomy, they can change and add content to the chatbot and make it available immediately.

Conclusion

A solution like Visor.ai allows your institution to have an efficient Contact Center available 24*7. Whether by website, Facebook Messenger, or WhatsApp, be present in the digital channels where your customers are.

Also, optimize the work and workflows of your Customer/Employee Support teams. Automate simple, frequent and quick-solving requests, and leave the more complex ones requiring more detail to your assistants.

With a user-friendly and intuitive platform, you can parameterize the use cases you want in a few minutes and evolve them over time without needing an IT team.

You can also integrate the platform with the systems you already use in your company.

According to Juniper Research, until the end of 2022, about 90% of banking industry interactions will be automated.

How is your journey? Contact us and discover in practice how far can banking chatbots go with Visor.ai platform.

Understanding the ROI of intelligent chatbots: Turn your Customer Service into a high-performance machine
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Understanding the ROI of intelligent chatbots

The amount of investment is possibly one of the most decisive factors when you evaluate the implementation of intelligent chatbots in your contact channels. But, for an assertive analysis, it is also crucial to consider the gains you will make using Artificial Intelligence solutions to automate and optimize your Customer Care services.

In this article, we tell you what ROI is, how to recover what you invested, and much more to turn this area into a high-performance machine.

What is ROI?

ROI (Return on Investment) is a financial metric commonly used to evaluate the probability of getting back the value invested. In other words, it tells us the gain or loss concerning the investment results.

In this case, ROI is calculated based on the investment made to implement a chatbot in your company – either for employee support or customer support.

There are several types of chatbots. However, those that use Artificial Intelligence are the ones you are interested in because they can mimic natural conversations, identical to what two humans would have.

This fact alone is already one of the gains of these solutions because nobody likes to waste time and much less have conversations that don’t respond to what we want. So if we invest in an innovative solution, let it be efficient!

Intelligent chatbots are conversational robots with Artificial Intelligence. Simply put, they are robots that can spontaneously interact with users thanks to Machine Learning and Natural Language Processing technologies.

How do intelligent chatbots help you save?

Chatbots are known for optimizing companies’ services since they easily automate simple programmable processes. Namely, answering frequently asked questions or doing repetitive tasks, such as providing a second copy of certain documents.

Here are some factors that help you improve your Customer Support services:

  • Digitization Increase

With technological evolution, society is updating its likings and skills, and because of these factors, it’s becoming more demanding.

A company that doesn’t keep up with the digital age and its customers’ preferences will be easily outgrown by competitors.

Organizations that offer new and dynamic services, such as intelligent chatbots, enabling customers to quickly and effectively get what they are looking for from any place and time, are undoubtedly at an advantage.

Furthermore, according to a study by Insider Intelligence, about 40 % of users worldwide prefer to interact with chatbots rather than agents.

  • Automated Interactions

If you analyze the interactions in your Contact Center, you’ll find that most of the questions your agents solve are very simple and easy.

However, the time customers wait to be assisted and get an answer are two negative points for customer satisfaction.

By automating the most common interactions with intelligent chatbots, you instantly see an optimization in your team’s workflow, who can devote their time and effort to solve more complex situations.

According to Gartner, by 2025, companies implementing a multichannel platform with AI for Customer Support will increase their operational efficiency by 25%.

On the other hand, your customers will be much more satisfied because they get their questions answered on the spot.

  • Self-care channel

One of the current trends is to offer customers self-care solutions. That is, solutions in which they can resolve their issues autonomously, without a company representative’s intervention.

In fact, according to the Harvard Business Review, about 81% of all industries consumers first try to resolve their issues on their own before speaking with a brand representative.

What can you gain with the Visor.ai platform?

Our vision is that not a single customer’s query should stay unanswered, and our mission is to help you get there through our AI solutions.

We help you implement intelligent chatbots in the instant messaging applications you prefer (Facebook Messenger, WhatsApp) or your website.

If email is a channel that also needs a push, we can help with that too!

Our email bots analyze, categorize, request information and documents when necessary, and route requests to the specialized handling departments in the subject matter. This routing significantly reduces response times and boosts your Customer Service.

We can also further optimize your contact channels with voice bots. Just like email bots, they collect information to finalize requests, saving your contact center assistants much work.

With Visor.ai solutions and technologies, you can:

  • Optimize the workflow of your employees by setting up the bots to handle the most common interactions;
  • Increase customer satisfaction by decreasing waiting times;
  • Increase the accuracy and response efficiency of your services through an easy-to-use platform that allows you to enrich the bot with new questions and answers and make any changes you want autonomously;
  • Potentiate the generation and conversion of leads through customizing and sending certain information to specific users, be it promotions, campaigns, or others.

On top of all these factors, you have, on average, a three-month payback on your investment (ROI) after the solution goes Live. That is, three months after your customers are using it.

How is ROI possible in 3 months with intelligent chatbots?

That’s right! You can recover the entire amount that was initially invested after three months.

You will find that once your customers see that you can handle their issues so quickly and efficiently, they won’t want anything else!

Productivity increases, and agents can begin to take on more strategic roles and respond only to complex situations. They become true No-Code Data Scientists since, for instance, they can “teach” the bot what it previously didn’t know with no external assistance.

After an implementation period of 4 weeks, on average, your chat solution will be ready to start interacting with your customers.

In this initial phase, together with the Visor.ai team, the knowledge base of your intelligent chatbot is created and maximized so that it can answer all your clients’ usual questions.

Nevertheless, for cases where the chatbot doesn’t know (yet!) what the best answer is, you can refer to Live Chat, where your Contact Center agents will be available to answer.

Don’t wait around and learn how your Customer Service can be optimized and get ROI in 3 MONTHS! Ask for a demo today!