Automated customer service and self-service forms are becoming increasingly popular, with chatbots and self-service portals becoming the norm for the largest brands.
When designing an automated customer service solution, it faces a number of challenges, including making them alive and less boring. Accordingly, AI and other technologies are utilized to create a virtual agent, which needs to have a number of traits to succeed.
Virtual agents don’t need a training course. However, they need effort from the business side to perform better and satisfy a large percentage of customers. In this blog, we are sharing the top tips for developing a virtual agent that works.
Make it more personalized
The biggest part of making a virtual agent that works is making it like a human. So that the user is not instantly turned off by being met by a nameless, dumb bot with no personality.
They can simply know that they are communicating with a bot, but even with this, they need to talk to a bot that has a personality.
Giving your bot a personality is not a difficult task. First off, you need to give it a catchy name. Think of Cortana, Alexa, or Siri, they all have names that are simple. In addition, you can give the bot an avatar. You can also give it a full human name with a job position.
Develop a voice for the virtual agent
To build upon the personality of the virtual agent or the bot you will use for your customer service, you need to develop a unique voice for it.
Of course, a person has to be behind this voice. This person should optimize the writing for what would suit the brand, whether it is a youthful energetic startup, a family-oriented small business, or a business solutions corporation.
Communicating with the writer of the replies and conversations for the bot and engaging them with various departments is key to making this work.
Focus on clarity
Before making your virtual agent meet your audiences, you need to test it more than one time. That is to ensure that dealing with it is simple and that its replies are understandable.
Make more than one person inside or outside your company try it. Gather feedback to learn if it is clear and usable or if it needs enhancements to be more simple and understandable.
Consider where you put it
The instance your website or app will allow the user to speak to a virtual agent is crucial. Consider the times when users show initiative that they need assistance and will welcome being supported.
This can be when they visit the help or contact us page. Or when they come to any page or perform a predefined action. Moreover, make the agent welcoming yet straight to the point when it first interacts with the user.
Additionally, consider having various versions for conversation starts depending on your relationship with the user, what they are doing and what you think their goals would be.
