customer

CustomerZone360 NEWS

CustomerZone360 Home

Chatbot Testing Valuable Across All Industries

By Greg Tavarez July 05, 2022

In today’s digital age, chatbots are seen across all industries. Visit a bank, cable company, wireless provider or even hospital website, and a chatbot will appear on the homepage prompting a conversation to help the consumer solve their problem.

The software application conducts online conversations without the need to make contact with a human agent. The end goal is improving the customer experience to help ensure customer retention and loyalty, while allowing them to use self service tools, which the majority of customers prefer today.

But, while chatbot use is growing, they are far from perfect. A CDP.com report found that only a third of U.S. adults find AI chatbots helpful while 43% said there is room for improvement.

Chatbots need to be trained and tested to better understand customer intent if they are to be truly beneficial and deliver exceptional experiences. For example, if a customer wanted to return a product, a human agent could easily assist them and find a solution right away. A chatbot, however, can find that process difficult if they are not familiar with the input provided by the customer.

Humans will always have new ways to express what they need, so it is vital to automate the testing of your chatbot technology to learn and adapt to meet the needs of customers.

But how can one get the most out of chatbot testing?

Join Christoph Börner, senior director, digital, Cyara for a webinar titled “The Value of Automated Chatbot Testing” at 2:00 pm EDT July 27, 2022, where they will answer commonly asked questions about chatbot testing, including why bots fail, what should be tested, how to test most effectively and how to automate?

Attendees will learn how to deliver flawless chatbot experiences and maximize value by improving customer containment rates, reduce the risk of penalties by ensuring security compliance standards are always met and minimize time to deliver new and improved innovations to the chatbot.




Edited by Erik Linask

CustomerZone360 Editor

SHARE THIS ARTICLE
Related Articles

Are You Handling Customer Service Wrong? Here's How To Get It Right.

By: Contributing Writer    11/28/2022

Customer service is the support a business offers to customers before, during, and after their purchase. Based on the interaction with your support te…

Read More

TMC Announces Winners of the 2022 CUSTOMER Magazine TMC Labs Innovation Award

By: TMCnet News    11/18/2022

TMC announced today the winners of the 2022 TMC Labs Innovation Award, presented by TMC's CUSTOMER Magazine.

Read More

2022 CUSTOMER TMC Labs Winners Driving Exceptional Experiences

By: TMCnet Staff    11/18/2022

TMC's CUSTOMER magazine recognizes the winners of its annual TMC Labs CUSTOMER Innovation Awards. These companies are improving contact center experie…

Read More

CallMiner and Zoom Deepen Customer Insights

By: Greg Tavarez    11/11/2022

CallMiner's new integrations with Zoom Contact Center and Zoom Phone expand the conversation types that are ingested and analyzed by the CallMiner pla…

Read More

Klaviyo's AI Assistant Simplifies SMS Copywriting

By: Greg Tavarez    11/10/2022

Klaviyo created a new tool, SMS Assistant, that uses machine learning to simplify text message copywriting.

Read More