In order to maximize your Virtual Agent's ROI, it's critical to remove friction in the end-user experience to drive up the adoption and self-service.
Here are three principles that will help you create an effective conversational experience.
Set Expectations
To have a successful, well-received chatbot that prevents users from being disappointed, we have to state upfront the scope and limitations of the Virtual Agent. Your end-users need to know what your Virtual Agent can and can't do and set reasonable expectations. It's essential to list the topics of the Virtual Agent upfront. It is also helpful to provide an example query in the greeting. This will ensure that the user knows how to engage with the Virtual Agent. Also, don't hesitate to tell the user, "Sorry! I don't know", and "I'm still learning" as a fallback when the user types something the Virtual Agent doesn't understand.
Personalize the experience
A welcome message is the first thing the user sees in the chatbot and creates a first impression. Empathy is an innate desire in all of us and something we expect in our day to day lives. Greeting someone by their name, being of their location and time of day, and personable language are all key to improving the conversational experience. Your customers expect empathetic experiences regardless of whether this interaction is peer to peer or peer to chatbot. Your Virtual Agent is more likely to be adopted if the greeting message is relevant to the user aware of their open incidents and requests. More content on how to: Personalize the Virtual Agent Experience
Automate the 20%
The Pareto principle states that roughly 80% of the effects come from 20% of the causes. In our case, this means that 80% of your users' interactions with Live Agent most likely comes from 20% of your services. Try to find the 20% of inquiries that drive the most significant volume support tickets. To find more on how to mine your data to find the 20%, check out: Use your goldmine of data to jumpstart the Virtual Agent experience
