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How to choose the right chatbot platform for your enterprise

Chatbot for Enterprise

Courtesy of advanced AI-powered chatbots, your business can, today, scale its customer service and sales interactions infinitely. However, with such a large number of players in the market, it can often seem impossible to truly identify what works and what doesn’t.

From pre-built integrations to contextual understanding to sentiment analysis for smart escalation, a cutting-edge, ready-to-use AI-powered chatbot has a comprehensive list of cutting-edge ready-to-leverage features.

These are but a few of the most important points that you should look for when selecting the right platform for you:

1. Advanced Natural Language Processing

There are two options in the chatbot space: Click or AI. Depending on the use case, you might want to select one over the other. An enterprise-ready AI-powered chatbot uses advanced Natural Language Processing to understand customer requests in their language and respond appropriately in a friendly and conversational way and should have at least an 85% accuracy in its ability to understand and respond to your customers.

2. Multilingual AI

Sometimes it’s not enough to chat in one language. As your customers get more international, you might need to keep in mind the need to have a system that can handle more than just English. An enterprise-ready AI-powered chatbot lets the customer converse in their local language with region-specific terminology and nuances to ensure a natural and meaningful interaction. Besides, the platform should keep on building its multilingual capabilities by learning new languages regularly to help your future while picking the right chatbot platform for your enterprise.

3. Easy Channel Integration

Your customers are on multiple channels and your chatbot needs to be there too. There is no point in a platform that cannot help you leverage the AI built on a cross-domain and across channels.

4. Easy Backend Integration

90% of the pain in chatbots does not come from the AI but actually from their ability to integrate and truly be useful. Use a platform that has prebuilt integrations into commonly used enterprise software like Genesys, Guidewire, Salesforce, UI Path, SAP, and see if meets your integration needs. This can be big criteria in making your entire project a success or a failure and should be taken into account while selecting the right chatbot platform for your enterprise.

5. Enterprise-Grade Security

It is imperative to have the highest level of security for your enterprise conversations. This might mean a complete on-premise set up, a hybrid set up with some data stored on your enterprise servers, or a complete cloud solution with the highest levels of encryption. With daily increases in cybercrimes, security is critical and a minimum of 256-bit encryption at both transmission and the rest is a basic need that you must look out for when selecting the right chatbot platform for your enterprise.

6. Sentiment Analysis

Look for additional features also like sentiment analysis. It is important to see how your customers are reacting and where you can improve the experience while choosing right chatbot platform for your enterprise.

7. Hybrid Chat

The best bots have the ability for seamless escalation to human agents to ensure high customer satisfaction. The right chatbot platform for your enterprise should have an easy-to-implement method for agent handover and is ideally an out-of-the-box system that will reduce your time to go live and resolve customer frustration.

8. Intuitive Dashboard

An intuitive, built-in dashboard that allows you to track the performance of the solution in real-time is probably the most understated point when people consider the right platform. To ensure success, you need to track conversations, see the success and failure, track ROI, and truly understand the usefulness of the chatbot.

9. Contextual Understanding

There are many bot providers that talk about AI but ensure that the system you choose can hold context. This means that when your customer asks a followup question, the bot knows what your customer is talking about rather than the bot needing to ask previously provided information again.

10. Accessibility

When choosing your platform, ensure that the window is accessibility compliant as well. This is extremely important if you are an enterprise.


See our latest post talking about platform selection in 2022