A bot for complaints handling must meet certain requirements for its function to be full. Likewise, all the benefits of this ally in care will be obtained, such as the minimization of friction points and 24/7 availability.
The attention to complaints with the bot has some advantages in terms of time and effectiveness
If you want to know what your bot must have for a complaint resolution, you should read this content until the end. We explain what this technological ally is and how it should be prepared.
What is the complaint service bot?
A chatbot for handling complaints is a solution that integrates technologies such as Artificial Intelligence (AI) to establish communication with users. It has the ability to deliver and collect useful information for the management and resolution of queries, disagreements and complaints from customers or users.
Thanks to the most modern developments of chatbots, people can interact with them by voice or text. With each management and information captured, the bots learn and train to further refine their skills and abilities.
To this end, the bots for handling complaints also incorporate Machine Learning and Natural Language Processing. These two technologies allow them to learn and be skilled in communication with humans, to the point of not being perceived as machines.
Your bot's complaint handling sequence
In order for the conversational bot to fulfill these benefits for which it has all the potential, it must follow a sequence in the complaint handling process. These are the 5 steps we refer to:
Detection of the real problem
The bot must be trained to identify the real problem through the words expressed by the client. This is achieved, for example, with bots that integrate Artificial Intelligence and Natural Language Programming, in a faster and more effective way.
The attention to complaints with the bot avoids frictions that usually occur with dissatisfied customers and human agents
However other types also achieve it. For example, the less advanced ones detect keywords or show multiple answer options. This helps them identify the case or problem.
Additionally, the bots must be able to find the root cause of the identified problem, so that it can be effectively fixed. To do this, they must be programmed with certain flows to which the client must be routed according to their complaint or problem.
Likewise, with Artificial Intelligence, the bots could identify patterns on previous complaints and claims, finding the cause more quickly.
Chatbots must also be programmed to offer the pertinent solutions to each complaint and claim. Among the solutions may be the sending of documents, files or information.
Generally, chatbots have the ability to solve frequent complaints. Some may be trained for more complex cases and to offer as a solution links that lead to other areas or to online application filing forms.
Likewise, advanced chatbots can evaluate the results with the solutions they provide. For example, they do this with surveys just after the interaction with the client, where they can identify how satisfied they are with the management of their complaints.
Thanks to analytics, they can centralize all the information about their management and that of human agents for the automatic preparation of reports. With this, indicators such as response times, first contact solution, frequent complaints and more can be measured.
Connection with a human
The complaint handling bot must be prepared to identify and refer the most complex cases to a human agent. Additionally, you should be able to create ticket and service cases that record conversation history and information to streamline the process.
With the filters that a bot is capable of making in the first contact, the human agent has traceability of the customer's journey. In this way, when you are referred, you will have a context about the complaint and you will be able to be more agile and proactive with the solution.
The attention to complaints with the bot facilitates a solution in real time, avoiding unfortunate complications for companies.
In the same way, there must be regular channels and manuals for dealing with complaints that promote uniformity in the treatment of complaints and problems. Thus, both chatbots and human agents optimize their language and the ability to act and reverse errors or difficulties presented by users.
So, chatbots must also be programmed to develop internal communication with members of the claims department. Thus, everyone will be able to act under the same guidelines and deliver the best experience to users.
The importance of providing a good complaint service through the bot
By having a bot, you must ensure that they are ready to provide a good service for complaints, to turn them into a great opportunity. The agility and 24/7 availability of bots are their great potential and highly valued factors in critical situations with customers.
Therefore, to take advantage of all this potential, they must be well structured. Let us remember that a bot attends in real time and can meet the other expectations of a dissatisfied customer, such as personalized treatment and a timely solution.
All these benefits should not be missed because you are not only letting the investment made slip away. Also, you would be letting complaints grow like snowballs and affect complex situations such as customer abandonment.
With the bot in the attention of complaints, users can have a better experience and regain trust in companies.
Therefore, if you want to have a High Return on Investment (ROI) made in your bot and perceive an improvement with the Customer eXperience and in your income, you have to configure it to deal with complaints.
This is the case of our Chattigo solutions, with which we make it easy for you to create the ideal bot for managing your clients.
Learn how we have helped our clients with our solutions chattigo!
Conclusions
The bot is an ally for dealing with complaints. This must comply with the following steps or sequence:
- Detection of the real problem
- Definition of the origin of the problem
- Identification of possible solutions through bot and links
- Problem Solving Evaluation
- Connection with a human
The importance of having good complaint management through the bot is so that you can take advantage of the investment made and its full potential. In addition, you will see benefits derived from it in the customer experience and income of the company.
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