October 25th, 2018
Chatbots are becoming a critical digital channel for businesses, and it’s not difficult to see why there has been an incredible level of interest in them. They can engage customers efficiently, respond to questions immediately, provide guidance, and importantly, free up staff to focus on what they do best.
If you’ve wanted to get started with chatbots, now is the time. It’s easier than ever to create the kind of bot you’d expect to find on a business FAQ page. With just a few clicks and in a matter of minutes, tools like Microsoft’s QnAmaker make it possible.
It’s not surprising that most people who view a demo of QnAmaker want to get started right away. But if you’re thinking about implementing a bot to manage your FAQs, it pays to do some groundwork first.
These tips will ensure your FAQ bot ticks all the right boxes.
Considering your responses to the points below will increase the likelihood that the bot you create will meet your business needs. Ask yourself:
Knowing precisely what your goals are will help you design a bot that delivers what you require. Consider questions such as:
It’s a smart idea to decide how you would like the bot to interact with users before you get started.
Bots that respond to FAQs typically offer several options. It is essential that you understand these before proceeding.
The table below makes the distinction between these options.
There are two primary options to consider when thinking about how your bot will interact with users.
Measuring the extent to which users engage with the bot environment can provide valuable insights. The data gained from monitoring chatbot analytics can be helpful to:
Feedback is often an afterthought, but it’s smart to incorporate it into your planning process. Our recommendations are:
The Cloud Collective comprises three Microsoft partners, Antares Solutions, Modality Systems and Quorum working as one organisation. Supported by Microsoft, the Cloud Collective aims to continue the dynamic paths of its individual companies as one entity, and grow and adapt to the evolving mid-market demands of organisations.