How Not to Build a Chatbot, Muzzamel Mazidee
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The document discusses the importance of understanding user needs when developing chatbots, highlighting common mistakes that lead to user disengagement. It emphasizes that well-designed chatbots can decrease costs, increase revenues, and improve customer satisfaction, evidenced by successful case studies. To achieve effective chatbot implementation, businesses should set clear KPIs, conduct thorough testing, and ensure deployment on preferred communication channels.
How Not to Build a Chatbot, Muzzamel Mazidee
- 1. How Not to Build a Chatbot info@uib.ai | www.uib.ai | Chat with UIB’s technology! Muzzamel Mazidee Director of Partnerships
- 2. The Harsh Reality “One of the reasons why you stopped using a chatbot now is probably because it was too stupid for you or you felt that you cannot exert your temper on a programmed system if something went wrong”
- 3. What is a chatbot? Computer program that simulates human conversations Also called cognitive and virtual assistants Siri and Alexa are two well-known examples Some are voice-only, while others are voice and text “Smart” chatbots have the ability to handle context
- 4. Web widget/ mobile app widgets Built-in digital assistants in devices
- 5. Facebook Messenger bot WhatsApp/messaging channels integrated chatbot
- 6. Where are chatbots used...and why? Answer Frequently Asked Questions/FAQs Control and manage connected devices (IoT) Automate complex and/or multi-step processes Lead generation (Sales processes) Internally in organizations (HR processes)
- 7. What are chatbots’ impact on businesses? Decrease costs - ability to downsize operations Increase revenues - ability to upsell Increase accuracy and efficiency (digital transformation) Decrease staff Delight customers
- 8. Case Study: du telco 80% opted in via their most preferred channel >50% enquiries resolved Conversations recorded Huge spike during the Covid-19 pandemic Ease of use with a local language involved https://www.facebook.com/business/success/du
- 9. Case Study: Singapore Art Museum Temporarily replaced a physical museum undergoing renovations Adapting education via social messaging Customizeable content based on exhibitions Positive branding Accessible platform for artistes https://www.singaporeartmuseum.sg/art-events/exhibitions/mini-mobile-m useum-ezzam-rahman
- 10. What do companies get wrong with chatbots? It was developed without understanding users’ needs It has no KPIs, no tracking, and no ROI It’s not on users’ favorite channels/preferred languages It’s “dumb” — can’t handle multiple intents/languages It’s not used
- 11. Two wrongs don’t make a right “One reason a chatbot takes more effort than either self service or a human agent is because, compared to us humans, it’s stupid. A person could make the decisions necessary to obtain targeted information from website content much faster than the chatbot can. In the end, chatbots are like swimming with clothes on. You get to where you are going, but it takes a lot more time and effort.” - Tom Petrocelli, CMS WiRE
- 12. How can my business get chatbots right? Set KPIs based on user and business objectives Test, test, test (i.e., try to “break” the bot) Deploy on favorite channels and in preferred languages Make it both foolproof and futureproof Work with a trusted provider with a proven record
- 13. Thank you! Contact us today at info@uib.ai info@uib.ai | www.uib.ai | Chat with UIB’s Technology now!