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How To Build The Right Chatbot Business Case
When it comes to building a chatbot business case, many companies find themselves stuck between two extremes. On one hand, they may have unrealistic expectations about the benefits of implementing a chatbot, only to be disappointed when it doesn’t deliver. On the other hand, they might be too focused on cost savings and neglect the numerous opportunities that a well-designed chatbot can bring.
To build a compelling business case for your chatbot, you need to go beyond just reducing customer service calls. Yes, you read that right – not the primary goal of a chatbot should be to cut down on customer inquiries. In fact, if your bot is truly effective, it may even increase the number of interactions with your brand.
To get started, you need to analyze your web or mobile application users via tools such as journey mapping, voice of the customer, confidence-building measures, and customer analytics. This will help you identify where and why customers get stuck, their pain points, what they can’t find on your website or in your mobile app, and what questions aren’t being answered throughout the customer journey.
With these insights, you can then determine what your potential chatbot should do – for instance, generate more sales, assist with payment, or whatever it may be. This is where many companies go wrong – they build a business case on assumptions rather than data-driven analysis.
For example, if your company’s customer support site has problems and people are calling customer service after failing there, you need to validate that assumption before building a business case around it. Instead of relying on intuition or hearsay, you should focus on analyzing the root causes of those issues and identify opportunities for improvement.
Another important consideration is the potential role of voicebots in your chatbot strategy. Many brands mistakenly assume that chatbots are the only way to go, but advanced voicebots can automate more calls and reduce agent call durations by ensuring all calls are escalated to the best available agent with all necessary information to solve the customer’s problem quickly.
In fact, if your primary goal is to reduce contact center costs, a modern voicebot may be the better option. Every call that the bot handles is a call that didn’t need an agent. And let’s not forget about omnichannel for the long run – this means finding a vendor that can provide digital as well as voice services.
By taking a data-driven approach to building your chatbot business case, you’ll be able to demonstrate its value and potential impact on your organization.
Source: www.forbes.com
