GETTING THE MOST FROM YOUR CHATBOTS COMMON ISSUES , SOLUTIONS , AND DEVELOPMENTS ( LIKE CHATGPT ) TO THIS POPULAR APPLICATION .
BY BRENDAN READ , CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Chatbots , powered by artificial intelligence ( AI ), are becoming a popular and essential application in contact centers by swiftly , accurately , and cost-effectively handling , and helping agents to handle , many customer issues . But like any particularly rapidly evolving technology chatbots have their issues . To find out more , and how to solve them in order to obtain value from these investments , we recently had a conversation with Christoph Börner , Senior Director , Digital , Cyara .
Q : WHAT ARE THE TOP ISSUES WITH CHATBOTS IN CONTACT CENTERS ?
A : While businesses increasingly rely on chatbots to save costs and alleviate call center strain , some reports suggest consumers are far less enthusiastic about the shift to automated customer support .
According to new research from Forrester Consulting , chatbots are failing to live up to their potential – leaving 50 % of customers feeling frustrated and impacting their overall opinion of the brand .
One of the most common and arguably the most critical areas where chatbots fail is establishing customer intent , which is often due to a lack of sufficient AI training and testing .
Q : WHAT ARE THE CAUSES AND THE CONSEQUENCES OF THESE PROBLEMS ?
A : The world is home to 7,100 languages – not to mention countless dialects and all kinds of slang , phrasing , and other styles of writing and speech .