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  • 1.  Callers do not want to use voice bots

    Posted 14 days ago

    Hello,

    We see that a majority of our callers want to use DTMF or just request an agent.  We are trying to figure out how to change that behavoir and get more usage of our utterances and intents.  Is anyone else seeing this? 


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Tony Manna
    Baxter Credit Union d/b/a BCU
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  • 2.  RE: Callers do not want to use voice bots

    Posted 14 days ago

    Hello, @Tony Manna, 

    I have seen this behaivour in other customer in any technology. Not everybody is fancy to use bots. In my personal case, I prefer DTMF over voice guided bots, the reason; usually the bots does not understand me at all (even  human by the way). My worst case was a bot implemented by a cinema franchaise, the move the moment Spiderman (the first option the bot give me), I got stuck abouth 5 minutes or more to buy a ticket for Spiderman without success: the bot offered me another movie and the expierence was worst because it did not offered me option to go to an agent, so I ended quitting I went to another cinema. The bot did not last much 3 monts later the normal IVR by dtmf was back.

    I suggest you:

    • to try to conduct a survey between your customers or bot users, try to find out why they prefer go to DMTF over BOT
    • you are smart then make your selfservice smart enough to be flexible and offer BOT, DTMF o just go direct to the agent. In the end, the customer will choose the best way that suit best to them. Deny/force/Induce them to adopt some technology could not the best.

    In our experience each service has their own circunstances, you will find out that they are people that like tech and enjoy use BOTS, but if they need to make a complain they will choose "go direct to the agent", why? an agent can empathize with them or because the person already know the BOT can not resolve their problem. Thats one reason to you consider try to find out directly with your users why prefer older technologies over BOTS.

    Regards,

    SG



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    Saugort Dario Garcia
    Interacciones Inteligentes S.A.
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    Original Message


  • 3.  RE: Callers do not want to use voice bots

    Top 25 Contributor
    Posted 12 days ago

    If this is a call steering bot/dtmf, make it easy for the customer. If they have to repeat themselves, or there are too many questions, or they don't know what they can say then it can be very frustrating for a customer and a DTMF becomes easier. They shouldn't have to spend ages talking to a bot to get to an agent. They customer should always have an out, they should be able to escalate to an agent. Provide a dtmf for those customers that just say other, you can mix and match, doesn't have to be one or the other, I am a big believer in customer choice. Do your customers understand the benefit of using the voicebot? Will it get them to the right place faster, do you tell them that? If you really want you could tell customer's if they use the voicebot their call will be prioritized, incentivize the use.

    We at least find most customer's use the voicebot, instead of having to use DTMF due to none input / none recognition / none match, but the option is always still there for when it is needed.



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    Anton Vroon
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    Original Message


  • 4.  RE: Callers do not want to use voice bots

    Posted 10 days ago

    One needs to understand Bots are not the end all be all for everyone.  Even though I develop bots for my own organization I find bots for many organizations are unusable (for me).  As a best practice we have adopted the policy if a user needs to repeat 2 times we move them to our touchtone app.  We also listen for the key word "keypad" to move them to touch tone.  This does double up the developers work to create both bot and DTMF flows but provides a more flexible experience for your customer base.  A key part to Bots is tuning after their released.  Study the callers who are not able to get what they need in the bot flow and why.  When you know this then you can tune your bots.   Also you may not want to try to put everything into a single bot.  It's ok to have multiple bots for a single customer base.



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    Mark Pierson
    Ally Financial
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    Original Message


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