![]() However, it did leave me with the impression that the chatbot on the bank’s rewards website is useless and that I should just call their toll-free number, a terrible result if you or your team implemented that chatbot.ġ. This interaction didn’t lead to my bank losing a customer or a terrible experience when I took my flight, so one could view this interaction as…meh. That message turned this brief interaction with the chatbot into a waste of time that I will avoid in the future by just calling the toll-free number.Īfter calling an agent and going through all the annoyingly normal back and forth about account ID, address, mother’s maiden name, etc., I managed to change my flight. The bot pulled up two flights I had scheduled, but it told me I needed to call a toll-free number. I clicked “start over” and clicked my way through the menu to “update a trip”. Again, the return was, “Sorry, I’m unable to understand”, so I clicked the link in the list of commands and again, I was met with, “Sorry, I’m unable to understand”, but this time asked if I wanted to start over. I decided I needed to read through the list of commands it had presented initially, and I typed one of those “update a trip”. ![]() The bot responded with, “Sorry, I’m unable to understand”, and it gave me a link to the FAQ page. Instead of reading through the entire list, I typed, “I want to change my trip”. When I opened the chatbot interface I was presented with a long list of options. I needed to make a change to a flight I had booked using my credit card reward points with a large bank. My most recent chatbot interaction underscores how important conversational design is to an end user’s experience. When chatbots frustrate customer experienceĪ bad chatbot can be hugely frustrating. If they’re designed well, they’re also a way to improve customer satisfaction From being a competitive advantage to becoming necessary for businesses to connect with clients, chatbot technology continues to evolve.Ĭhatbots are more than a way to reduce costs associated with live customer support agents. Chatbots used to be considered state-of-the-art, but they’ve become commonplace on most commercial websites.
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