Digital customer service is advancing exponentially, and companies are having to face the challenges of how to offer increasingly effective and identifiable customer service that stands out from the rest. “How can we offer a unique experience to our customers?” is the question that everyone wants to know. But the answer is very simple: through fast, personalized and, more than that, humanized customer service.
Want to know the best practices for building a humanized bot? Then keep reading!
WHAT IS A HUMANIZED BOT?
A humanized bot is a type of virtual assistant — or, in other words, a robot — designed to interact with users in the most natural and humanized way possible. It can do this by using resources such as natural spain whatsapp data language and artificial intelligence to understand customers' intentions and needs and thus provide personalized responses to each demand. These bots are generally used in contact centers, technical support and other interactions in which the simulation of a human conversation is desired.
WHY IS IT SO IMPORTANT TO INVEST IN THE HUMANIZATION OF BOTS?
The answer to this question can be summed up in just two words: Customer Experience ( CX) . We can understand CX as the impression that the customer has of the company after interacting with it. The customer experience begins from the moment the consumer finds the brand, explores its social networks and websites, gets in touch, makes the purchase and receives after-sales support. In other words, as long as your customer is your customer, they will be having an experience with your brand and it is your role to ensure that it is the best possible.
“Where do humanized bots fit in?” you might be asking, and the answer is that they can — and should — be present throughout the entire journey. When bots are programmed to mimic human language and behavior, customers tend to communicate more naturally and have a more positive experience. Humanized bots are able to offer everything the modern customer wants: personalization, efficiency, and speed.
WHAT ARE THE BEST PRACTICES FOR BUILDING A HUMANIZED BOT?
1. Give your bot a personality and face.
Think about it: how should a human attendant behave when serving your audience? The bot must meet this same prerequisite. Of course, every business is different, but, speaking about most companies, it is desirable for attendants to have a friendly, positive and informal language, right? The bot must act in the same way. But, language is not the only point of attention to humanize your bot. What is the first thing we notice when meeting someone new? Appearance and name. By giving your bot a body and a name, you already remove much of the weight that the name “robot” carries, making it more natural for customers to interact with it.
2. Remember that context is key.
Even in the most random conversations, context is key to making them flow in one way or another. Have you ever imagined having to constantly repeat things that have already been said before? This stresses anyone out, so much so that this is not how a human dialogue unfolds. Your bot must be able to interpret the context of the conversations and memorize what users are saying in order to respond to them in the most natural (human) way possible. To make this possible, you need to use Natural Language Processing — only then will the bot's software be able to understand and compose more human-like texts.