Digital solutions, Research, Understanding your users
Chatbot Customer Frustrations
8 November 2019 -
Chatbots are capable of supporting key service areas. In particular, they are aimed at high-contact areas with repetitive enquiry types. Also, chatbots can improve the user experience by providing a seamless journey
The key requirements for a chatbot in local government:
- Able to answer the top 20 questions per council department.
- Authenticate the customer before providing an answer.
- Able to take payments.
- Support media – for example, the customer is able to upload photos to support their fly-tipping report.
Yet, poorly designed chatbots that are unable to understand customer queries, lack empathy and intelligence cause customer frustration and dissatisfaction.
- Clumsy conversation.
- Misunderstood requests.
- Over-reliance on chatbots.