5 Factors While Selecting a Chatbot Development Company
In today’s tech-savvy world where artificial intelligence has made every aspect of our life easy, chatbot applications are on the rise. These applications are mainly used to streamline communication between users and service providers. This has paved a path for the development companies to enter the service provider arena.
How to Select a Chatbot Development Company?
Chatbots development companies are readily available for enterprises across a myriad of platforms. They mainly focus on easy customer interaction and seamless internal task/information exchange.
There are subsequent real-time chat platforms available in the market today. Some are good for individual chats and others are more suited as an enterprise communications platform.
“Enterprise chat” typically refers to internal or team-collaboration and “live chat” apps are used to interact with customers. The search to find the right chat development company for your business should start based on the following five factors.
AI Models and Use cases
Look for companies who have pre-built AI models and AI consulting solutions that are field-tested. That will help make sure that your chatbots are highly accurate and optimized. In other words, you have to identify the right technology and engage with the right platform providers with experience and domain knowledge.
Before selecting a chat solution ask these questions:
What are you chatting about?
Who are you chatting with?
A lot of bot-building platforms provide various features and demand a hefty price. But you have to access and identify what will work for you. The right chatbot platform will facilitate speed, augment scalability and will be flexible enough to complete customer/ employee demand.
Omni-Channel and Multilingual
Try to follow a “Build once and deploy anywhere anytime” policy. You need to make sure that you can connect with users wherever they are, via chatbots.
You should look for chatbot development companies that can deploy bots anywhere e.g. website, mobile apps, facebook messenger, SMS etc. But keep in mind to personalize it according to the platform. Good chatbots have the ability to interact with even corporate tools like Slack, Skype, etc.
Training the chatbot to interact in multiple languages is yet another important consideration. The scalability of your bot will depend on whether you’ve incorporated Natural Language Processing (NLP) training.
A chatbot with NPL and speech support provides accurate interactions using text and/or speech mediums. It helps the bot to better understand user intent and reply with relevant content after proper assessment.
Chatbots basically acts as a communication hub capable of to and fro communication with your end-users. Your platform should be able to integrate with other software solutions to receive updates and modify functions directly from a chat conversation.
For internal communications, a chatbot should automatically create, consume, and display updates from any major app, upload, download, or even edit documents etc. If you face any issue then you will need a team to support and hosting solutions.
The most compelling feature to look for is how you can make all the actions pre-programmed. The bot should be able to respond to what you type, and certain keywords or word patterns trigger key functions.
Bots are basically fake persons / sophisticated assistants that create tasks, extract data from other sources to assist with workflows.
Your chatbot should not just perform certain tasks like answering sales inquiries from customers. It should be able to hold the fort if the need arises. A security-light solution is generally fine if you are okay with somebody impersonating you.
In order to survive in this throat cut tech world, you need to increase your system security against hackers and other threats. Features like private messages being cordoned off from the public ones, or going off the record for privacy, might come in handy when dealing with sensitive customer info like bank account details etc.
For enterprise chatbot, the security feature with end to end encryption safeguards company data e.g. You need firewalls and secure HTTPS protocols to safeguard confidential data chats between the product strategy or dev-ops team.
The company should use machine learning algorithms to train chatbots for smarter replied within a given time frame. For example, a chat with sales staff would lead you to a very different chat solution than a chat with your system engineer.
For sales, the conversations will work on relationship management, which will help you to tie the conversation directly with conversion metrics. For the latter, it will mostly be about tech analogies with focus on system solutions like the easy file transfer etc.
You should have a clear idea about what your use case will be. Along with it segregate the target audience for which you will use the chat platform. It will help you narrow down your choices.
All this will be of no use if you can’t analyse or track conversations, chatbot efficiency, response time, any error or bug. The analytics will help measure the success of your bot. The metrics are customer satisfaction, reuse rates and speech analytics feedback.
Your chatbot should be connected to a database that can help analyse conversation. When voice data from one or more phone calls are evaluated in order to gain insights on customer behavior we call it conversation analytics.
This recorded and sometimes transcribed data can help marketers understand their target audiences and increasing customer acquisition and retention.
Hope these points helped you narrow down your search for your chatbot development service. As mentioned above there are several bot-building platforms. But In the end, it’s all about what you need and the features that will actually facilitate better bottom lines.
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- 5 Factors While Selecting a Chatbot Development Company - September 23, 2019