How to choose the right chatbot platform for your enterprise?
This is a question that a lot of users continue to ask. We were super happy to see the response on our first post that helped tens of thousands of users and ranked as the top post for the topic so we wanted to ensure we continue to give you the latest and greatest tips in platform selection.
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.
Here are the most important points that you should look for when selecting the right platform for you:
1. Advanced Natural Language Processing (DocBrain)
There were two options in the chatbot space: Click or AI. Depending on the use case, you might want to select one over the other. Today you have another extremely powerful option called Autobuild AI. What this does is automatically scans your content from your website or other resources and builds your bot without you ever having to write another of those painful training datasets that plagued AI. This was a feature that our team spent the last 3 years testing and working with to transform the industry and to help all the chabot developers out there to more easily build maintain and train your chatbot without having to create 5 person teams to do so. Chabots were supposed to help create efficiency not new large teams so we thought why not help do just that.
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 (especially Whatsapp)
Your customers are on multiple channels and your chatbot needs to be there too. In 2022 that platform is Whatsapp. If your chat and chatbot are not whatsapp enabled already you are behind the curve and its the first thing to add on the roadmap. With growing number of businesses trying to meet their customer needs on multiple channels its important that the platform you select is available on all the major channels like Whatsapp, Facebook Messenger, your website, Instagram, Microsoft teams, Slack and many more. You might not need all the channels today but its important to know that you can expand to these channels as you need.
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. This is also the reason we build a complete no-code tool providing over 200 ready to use integrations.
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. With increasing number of hacks and data breaches you need to ensure that the platform meets your enterprise security needs.
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. This might also mean you need to study integration into your existing CRM systems like Zendesk, BSI, Salesforce or the like. A powerful AI system needs these easy escalations built in.
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.
When choosing your platform, ensure that the window is accessibility compliant as well. This is extremely important if you are an enterprise.