Only 20% of customers claim to have good chatbot experience; learn how not to lose the human touch in customer service

According to the study Artificial Intelligence in Retail, 47% of retailers use Artificial Intelligence (AI) in some of their processes. According to the report, 56% of the use of this technology is made in customer service with chatbots. At the same time, the Manager's Annual Report: CX Trends 2024, prepared by Octadesk in partnership with OpinionBox, revealed that only 20% of consumers claim to have had a good experience when interacting with chatbots. 

In this scenario, Marcos Schutz, CEO of VendaComChat, specialized network in automation services Whatsapp, states that what tends to move the consumer away from automated calls is the overly formal or robotic tone, in this way, he warns that the secret to not losing the human touch involves strategy and conversation design. According to him, it is essential to make the chatbot language seem natural and friendly. “Working the 'personality of the bot, using a language that reflects the values and the company's communication style helps the customer feel a stronger connection with the brand.In addition, investing in a more informal, inclusive and empatical tone can make the customer have a more humanized executive experience, not only.

According to Marcos, creating service scripts that are more casual and colloquial is a challenge for most companies, but can be solved in a simple way. “One of the most effective methods is to automate a warm welcome message at the beginning of the interaction, customize the messages with the name of the customer and specific data from his history, mentioning previous purchases, recommending products related to what he has already acquired or making suggestions based on the preferences recorded, as well as programming follow-up content after the interactivity is completed, making the customer feel valued”, he explains.

The CEO of VendaComChat also reveals that to generate a pleasant and effective experience in automated service, it is essential to make constant adjustments.“Reviewing dialogues and adding new service flows based on product changes or new customer needs is crucial to keep the interaction updated and accurate”, explains Marcos.

Also according to the Octadesk report in partnership with OpinionBox, 51% of consumers state that for the service of a robot to be good, it needs to make the connection with a human when necessary. In this aspect, Marcos points out that automation must deal with simple tasks such as frequently asked questions, status of orders and schedules, so that, when perceiving signs of doubt or dissatisfaction of the customer, the conversation is automatically transferred to a human attendant.“Adjust where the bot interacts and where the human intervenes should be a recurring practice, ensuring that automation is always aligned with the desired experience.

Marcos points out that automation enables speed, agility and precision in customer service, as well as providing detailed metrics such as response time and satisfaction.“When well implemented, technology can transform the user experience, offering speed, convenience and customization. The secret is to balance the efficiency of automation with the human touch, so that the consumer feels well served”, he concludes.