How to choose the best AI Chatbot for my Contact Center
In this blog, we review the 5 key elements to consider when choosing a chatbot for your contact center service.
1. Omnichannel Chatbot
The first point to consider is that your customers (almost all of them) are digital and expect to be served through any contact channel. That’s why we recommend choosing a conversational chatbot technology with the capability to operate on an omnichannel level.
2. Generative Artificial Intelligence
The second point to consider is the flexibility to configure bots that either route or respond based on a navigation menu or have the capability to resolve inquiries by interpreting natural language with generative AI.
At Mitrol, we offer both options, giving you the flexibility to deploy the best solution for your needs.
3. Security and Data Protection
Don’t choose off-the-shelf solutions that don’t align with your company’s security policies or the regulations of the country where your service operates.
Keep this in mind, as it can lead to legal and financial issues that could significantly impact your business.
4. Adaptability and Continuous Learning
The fourth point to consider is the supervised training environment where your team will train your bots.
It’s crucial to choose a technology that provides a user-friendly system that doesn’t require programming knowledge, making it easier to develop and evolve your bots.
5. Hybrid Support from Bots and Humans
The final but equally important point is to consider that some conversations will require a human touch. For this, the technology you choose should enable seamless transfers between bots and humans, and vice versa. Ideally, these transfers should include ‘context’ (details of the prior conversation) to enhance your customers’ experience.
These are the key features to consider when choosing a technology provider and the principles that guided our development.
If you want to learn more about our Bots, visit our website.
Or, if you prefer to speak with an expert in CX and technology, request a demo with Mitrol.