Chatbot Customer Frustrations

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.
• Impersonal.
• Time-consuming.