Gartner Predicts In Five Years Chatbots Will Be The Primary Customer Service Channel

This will only be the case if chatbots are designed correctly...

Customer service and support (CSS) leaders are struggling to identify actionable metrics.

~ Gartner

Measures For Success

I have written about practical measures for success in the past, the best approach is to automate current processes. These current processes can include customer calls to a contact centre or live agent chats. The same metrics used for success in those engagements can be used to measure the success of a voicebot or chatbot.

🚀 Strategies For Success

Gartner advises that organisations should focus on:

1️⃣ Chatbot Deployment Strategy

The chatbot deployment strategy should be focussed on using existing customer utterances and conversations. These conversations represent customer intent, hence conversations customers want to have. When these customer conversations are clustered in semantically similar groupings, in essence intents are defined. These clusters need to be tweaked according to granularity and cluster size.

2️⃣ Containment

Containment is obviously important, as this illustrates the effectiveness of problem resolution within the chatbot. But containment can be artificially increased by not offering agent escalation to the user. In this instance NPS and CSAT scores keep forced containment in check.

3️⃣ Identify Relevant Chatbot Metric

Chatbot metrics should include:

4️⃣ Review Cadence

There should be daily transcript reviews attended by the whole squad, joint transcript reviews build a collective and shared understanding within the squad of how the chatbot is fairing.

In Conclusion

It cannot be stressed enough, that prior to launching the conversational agent, any existing customer conversations or utterances must be analysed and intents and entities derived from it.



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Cobus Greyling

Chief Evangelist @ HumanFirst. I explore and write about all things at the intersection of AI and language; NLP/NLU/LLM, Chat/Voicebots, CCAI.