What are the Main Challenges of Building a Customer Service Chatbot?
The technology industry continually evolves with ongoing developments affecting business and everyday life. For instance, a Customer Service Chatbot has been implemented to see how technology can be used effectively. Despite the fact that chatbots have changed communication methods, they also present some challenges. Before understanding these challenges, it’s imperative to know what exactly chatbots are all about.
What Are Chatbots?
The chatbot is a computer program that emulates a conversation with a live person on-line. In a chatbot, you are not conversing with another person, but with a piece of artificial intelligence. Whether you are taking a cab or ordering a coffee from a nearby café, you have probably interacted with a chatbot at some point. Besides, on most websites and mobile apps, a Customer Service Chatbot is incorporated, so you must have benefited from them in some manner.
In the information technology field, a chatbot is a computer program that can converse with a user, just as humans do. It can be through messaging applications, websites, mobile apps, or over the telephone. Depending upon the user’s needs, chatbots are capable of answering questions, performing actions, and offering recommendations.
Types of Chatbots
Nowadays, it is very common for chatbots to be used for customer service to understand their inquiries and respond accordingly. Several companies have already begun to implement Customer Service Chatbot solutions. Known as digital assistants, these devices possess the understanding of human language and can be used in a wide variety of capacities in a wide range of industries. There are essentially two types of chatbots:
- Non-Learning Chatbots:
These bots provide limited assistance and are fixed in nature. They carry out only those tasks that programmers have assigned to them. Although they are capable of solving repetitive or simple questions, they cannot learn from human behavior, reactions, or emotions.
- Learning Chatbots:
By using artificial intelligence (AI) and machine learning (ML), they can improve their functions over time based on the interactions and communication with users. These improvements lead to better responses and enhanced customer experiences.
It is possible to find learning chatbots on platforms such as eBay or Lyft. Additionally, they are becoming more popular. Approximately 60% of consumers have used a chatbot in the past year. Although AI chatbots are more effective, they do encounter some unexpected errors and require some adaptation.
Chatbot Development Challenges You Cannot Ignore
Today, businesses can use a Customer Service Chatbot as a cost-effective and powerful method to communicate with their customers. Known for providing human-like service to large numbers of users at once, these are certainly the preferred method for engaging your users.
In certain cases, however, chatbots have failed to meet expectations and have turned into failures. While chatbots are still a relatively new development, there are a few challenges to be addressed in order to implement a stronger messaging strategy.
- Cold user experience
- Lacks engagement
- Lacks user experience
- Chatbot security
- No clear scope
- Multiple language support
- Weak memory
