Stop comparing chatbots!!

The most common complaint from chatbot customers is, “my employees initially played with our chatbot to explore some cool features. But then they quickly lost their interest, and slowly everything became inactive.” Our chatbot is not performing well in our organization.

So chatbots have the user engagement issue? Or is this a complaint about the chatbot capability issue?

Simply releasing a chatbot and expecting everyone in your organization to see the value and instantly start using the chatbot for all their needs, will not help the organization to achieve results.

Before blaming chatbots or technology in general, we need to realize that we as an organization are responsible for our chatbot engagement, which is the primary KPI for its success. We need to make our employees love our chatbot.

The basic step is to make the chatbot ask for feedback from employees, make changes, and ask for more feedback to improve, if things don’t work after this, then it is the right time to change your chatbot!

User engagement is a personal metric, stop comparing chatbots.

What does chatbot success look like to you?

The most common mistake is organizations are measuring their chatbot success by looking at the number of interactions between their chatbot and employees, like measuring website view counts through some analytical tools.

Set norms for your chatbot KPI based on things you know and are appropriate for your use cases because your existing operations remain the same even after your chatbot, don’t try to boil the ocean by deriving new success measuring chatbot metrics

Your chatbot should perform tasks better in the channel that you are currently running your operation; don’t try to force any new channel for your employees

Don't measure chatbot engagement results against other chatbots in the market; again, lack of engagement is not at all a chatbot's responsibility. Also, it's impossible to find other chatbots doing the same thing (use cases) and data as you have configured in your environment.

Make your chatbot perform tasks better across all channels, especially on your employee-preferred channel. It's ideal to compare your chatbot's performance against its other channels, not with random other chatbots.

There are many chatbots in the market with the power of fulfilling human needs, but they are struggling with low user engagement and poor success rate, so choose the chatbot vendor who has a feature rich chatbot, experience in implementing and customizing chatbot for any organizational needs.