Designing Through The Lens Of Your Customer - David Vader - Conversations That Matter - Episode #58

Conversations That Matter, a podcast from Uniphore

When designing your bots, it needs to revolve around the customer. With the mission of creating better bots, we’re featuring an expert at implementing conversational AI as this week’s guest on Conversations That Matter. With a laser focus on both CX and bot containment, he works to create solutions that best help customers. Welcome to the show, Product Owner of Virtual Assistants at AGL, David Vader! Host Randy Ksar interviews David to learn about the subtleties of conversational copywriting, explore the best ways to iterate bots, and help teams identify the why behind their design.

Takeaways:

• At the end of the day, bots both serve and are powered by people. While they may seem like they have their own agency, to best serve people, you need people on the other end who design, implement, and maintain these bots.
• When designing a chatbot, you need to understand the role it will serve. A successful bot can answer customer questions in an effective manner, while acting as a gatekeeper to human agents and lightening their workload.
• When utilizing an omnichannel strategy with both chatbots and text agents, the lines between each can become blurred. By letting a customer know which channel they are using, you present clearer expectations and reduce their frustration.
• To optimize bots, utilize the conversational data you already have. Scan transcripts of bot conversations to identify points of friction. Once identified, rewrite your flows to better accommodate the nuances of the customer requests.
• Because small nuances can affect how well a bot works, you need to view every interaction through the lens of a customer. Make small changes to how your bot greets and addresses customers, and A/B test to create a more friendly bot.
• A good metric of success for a chatbot is its customer retention ability. By focusing on retention, you create a solution that is repeatedly able to assist, you save the company money, and you free up call lines for other customers.
• When implementing a bot, it’s important to identify the areas it can provide the largest impact. Tasks like providing business hours or assisting with billing are easily handled by a bot and are high frequency tasks which would otherwise tie up agents.

Quote of the Show:

• “Communication is 100% the responsibility of the sender, it's not about how someone receives it. If someone receives it wrong, you've done it wrong.” - David Vader

Links:

• LinkedIn: https://www.linkedin.com/in/david-v-84131b98/
• Website: https://www.agl.com.au/

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M