Chatbots are the assistants of the future and they are taking the Internet by storm. Ever since their first appearance in 1994, the goal was to create an AI that could conduct a real dialogue with their interlocutors. The purpose is to free up customer service agents’ time so they could focus on more delicate tasks- which require a more human approach.
If you are thinking about including a chatbot on your website, here are the things you need to keep in mind to boost customer engagement and deliver high-quality services.
Define your audience
First things first- think about who will be interacting with the chatbot? Who are your customers? How do they talk? How can you address them in a way they’ll enjoy? How can you help them?
For instance, if your company sells clothes that are mostly designed for young adults, using a less formal tone will be much more appealing to them.
Lisa Wright, a customer service specialist at Trust My Paper advice: “Customer service calls are usually recorded, so listening to a few of them can be a good place to start designing your chatbot’s lines of dialogue.”
Give your bot some character
People don’t like to talk to plain, simple robots. Therefore, giving your chatbot some personality is a must. Some brands prefer naming their chatbots and even design an animated character for them. This makes the interaction more real.
For example, The SmarterChild chatbot- designed back in 2000, was able to speak to around 2,50,000 humans every day with funny, sad, and sarcastic emotions.
However, the chatbot’s character needs to match your brand identity and at the same time- appeal to customers. Think about – how would the bot speak, if they were real? Are there some phrases or words they would never use? Do they tell jokes? All these need to be well-thought through, before going into the chatbot writing and design phase.
According to a report published by Ubisend in 2017, 69% of customers use the chatbot to get an instant answer. Only 15% of them would interact for fun. Thus, don’t sacrifice the performance for personality.
Alexa- Amazon bot has 30+ skills which include scheduling an appointment, booking a cab, reading news, playing music, controlling a smartphone, and more. However, every business bot doesn’t need to be a pro in every assisting job.
Before entering the writing phase, think over once again – WHY you need a chatbot? Will it help customer service only? Or will it also help in website navigation, purchase, return, refund, etc.?
Usually, customers want one of the three things when they visit your site: an answer to something they’re looking for, make a purchase, or a solution to their problem. You can custom build your chatbot to tackle either one or all of these three situations. Many brands use chatbots to create tailored products for their clients.
Cover all possible scenarios
When you start writing the dialogue, consider the fact that a conversation can go in many directions. To ensure that all the situations are covered- start with a flowchart of all possible questions and the answers you chatbot can give.
To further simplify your chatbot writing, take care of one scenario at a time and focus on keeping the conversation short and simple. If the customer is too specific or is not satisfied with the bot’s response, do not hesitate to redirect them to your customer service representatives.
For instance, Xiaoice is one of the most successful interactive chatbots launched by Microsoft in July 2014. Within three months of its launch, Xiaoice accomplished over 0.5 billion conversations. In fact, speakers couldn’t understand that they’re talking to a bot for 10 minutes.
The healthcare industry took the brunt of the Covid-19 pandemic from the very beginning. It was, and still is, a humongous task for hospitals to deal with the rising number of COVID patients as well as handling the regular consults.
To delve deeper into the state of healthcare in the COVID times, we interviewed Parag Sharma, CEO, Mantra Labs Pvt Ltd. Parag shares his insights on how technology can help in delivering digital-first health experiences for patient care in the New Normal.
Parag is a product enthusiast and tinkerer at heart and has been at the forefront of developing innovative products especially in the field of AI. He also holds over ten years of experience working in the services line and has been instrumental in launching several startups in the Internet & Mobile space. His rich domain expertise and innovative leadership have helped Mantra climb to the top 100 innovative InsurTechs in the World – selected by FinTech Global.
COVID-19 and Its impact on Healthcare Organizations
Considering the COVID situation, according to you how has COVID-19 impacted the IT & service operations among healthcare organizations?
Parag: Since the onset of COVID-19, the healthcare sector has been deeply impacted. Institutions are facing a serious crunch in manpower. IT support systems which were usually manned and managed by a large team of IT professionals are not available in the same strength. ‘Resource allocation’ is one of the biggest concerns due to physical and mental exhaustion of the healthcare workforce.
Hospitals are facing issues such as operational disruption due to staff quarantine, supply-chain delays and sudden decline in patient footfalls, difficulty in sustaining fixed costs, etc. People are not comfortable getting out of the safety confinements of their homes due to the rising risk of getting infected with the virus. Hospitals will have to reassess their future strategy and budgets in light of the uncertain economic situation.
Preparing for the Future
What can hospitals do to ensure the continuity of their customer-facing operations in the wake of a second Pandemic wave?
Parag: There are many things that hospitals can do to manage themselves in this hour of crisis. Being more digital than what they are would be one step forward for all of them. They can bring their IT systems to the cloud so that the person can access data and manage their work remotely. They can enable their patients to book appointments and enquire about services through apps and chatbots which won’t require them to call the reception or come to the hospital. These are some of the services which hospitals can provide to their customers with minimum physical contact.
Hospitals can extend Telehealth services to their patients. Recently, telehealth has proved to be useful especially when there is asymmetry between the number of patients and healthcare providers. I think it will be very useful for healthcare institutions to deploy telehealth solutions to provide medical facilities to people who have so far been outside the benefits of healthcare.
New Expectations in Health Experiences
Is consumer behavior defined by the ‘new normal’ going to change the way we access healthcare from this point on?
Parag: Yes, people will expect a completely different way to access healthcare services from now on. Hospitals should gear-up and rise to this occasion. The pandemic has also provided a new opportunity to adopt a completely different approach in the way healthcare is delivered. They always felt that medical care cannot be provided remotely but now this is happening and people are appreciating remote healthcare services. Hospitals and healthcare institutions are convinced that telehealth and remote care will be more successful soon.
Technology in Healthcare can Bridge Operational Gaps
What are the operational challenges, as far as digital capabilities go, that hospitals are facing currently? And, what steps must they take to bridge these gaps?
Parag: Operational challenges are not just digital challenges. But a lot of these challenges can be addressed with technology. For example, Electronic Health Records which hospitals manage within the premises can be moved to the cloud so that the person can access these records on the cloud itself and need not come to the hospital.
Secondly, if you deploy telehealth and telemedicine solutions, irrespective of where your patients are or doctors are, hospitals can deliver the required care to its patients. You can even extend your diagnostics services to your patients by giving them an application through which they can seamlessly book appointments for consults, diagnostics, or pathological services and resolve their queries, etc. Simply by giving a seamless interface either through bots or applications can go a long way in providing better health experiences to the customers.
Role of Chatbots in Superior Customer Experiences
According to you, what role does chatbots powered by Artificial Intelligence have in the Healthcare CX landscape?
Parag: Chatbots are the simplest example of the implementation of AI-based technology in healthcare. There are a lot of things which bots can do simplistically. For example, if a patient wants to book an appointment with the doctors, instead of going through a complex web applications and interfaces, what if I can simply write “I want to book an appointment with the doctor Dr. XYZ at 4 pm” and the bot can figure out in case the time slot is available with that particular doctor, it will confirm the appointment followed by a payment process if the payment has to be made upfront.
Apart from this, you can extend your bots to provide e-consultations where doctors can do remote consultations via audio and video features of a chatbot. So there is a huge scope for bots beyond answering routine queries by customers or booking appointments. It does not stop just there. You can extend chatbot functionalities to support functions such as admin, HR, finance, and business process efficiency so that they can provide better services to their customers.
Could you tell us some possible bot use cases for delivering better customer experiences to digital health users?
Parag: Apart from booking appointments and resolving customer queries, these bots can conduct remote consultations, internal processes, health symptom checker, out-patient video consultation, second opinion consultation, ordering medicines, psychological counseling & mental wellness, scenario-based risk advice, Heroism Recognition for employees, etc. Also, it can be further extended to help patients enquire about health insurance related queries, and all the interactions between insurance companies and hospitals can be provided to the patient.
COVID-19 has forced hospitals to revise patient support strategy with limited operational staff that is bringing every day a new challenge. A way out is to heavily rely on digital innovation.
In India we have a disparity between the no. of healthcare providers and care seekers. Without technology, I don’t think there is any way healthcare institutions will be able to scale to a level where they can provide meaningful services to such a large number of people. Hospitals can invest in setting up an information exchange; making the process as seamless as possible; and removing all possible inefficiencies from the supply chain through technology.
Future growth for hospitals will come from digital technology because patients will opt more for digital platforms. And it is up to hospitals to catch up with the pace at which modern technology is developing. We, at Mantra Labs, have achieved several use cases including hospitals/diagnostic centers that are able to deliver superior health experiences.
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