According to Forbes, 50% of users who interact with chatbots find the conversations to be frustrating, while 30% say one bad experience with a bot will drive them away.
No business can afford to lose its customer base, but what is the alternative? Chatbots’ go-to responses are often generic and irrelevant, but ditching chatbots entirely isn’t the answer.
The solution? GenAI-powered Virtual Assistants (VAs) to help you turn a dire chatbot situation into something positive.
While the terms “virtual assistants” and “chatbots” are often used interchangeably, there is a significant difference between the two, unlike the common perception.
Let’s dive into common chatbot challenges and how GenAI-powered VAs can overcome them, boosting your business success.
The Rocky Road of Chatbot Conversations
Businesses face several challenges when they rely on traditional chatbots to help with support. Let me give you an example:
Now, let’s explore additional mistakes made by the chatbot:
- Lack of emotional intelligence
Traditional chatbots struggle to perceive and respond appropriately to human emotions. This results in robotic interactions that fail to empathize or comfort users in distress, hindering the establishment of genuine connections crucial for effective support. - Limited contextual understanding
These chatbots often falter in grasping the nuances of conversation context, resulting in irrelevant responses that frustrate users and undermine the effectiveness of support efforts. This can lead to dissatisfaction and disengagement. - Lack of tailored conversations
Due to their rigid programming, chatbots fail to deliver personalized experiences tailored to individual user preferences and needs. As a result, interactions lack the engagement necessary to captivate users and foster meaningful conversation conducive to support. - Inability to answer unique queries
Traditional chatbots are constrained by predefined responses lacking the flexibility to answer complex queries effectively. Consequently, users encounter frustration and dissatisfaction when confronted with unresolved issues, impeding the delivery of comprehensive and satisfactory support services.
Fret not, there is a common and potent solution to tackle all these challenges- a GenAI-powered virtual assistant.
GenAI has been a hot topic in the world of business for a while now, but the adoption rates are still not as high as expected. So where is the problem? Let’s find out.
The Next Step – Adopting a GenAI-powered Virtual Assistant Successfully
In this era of hyper-personalization, generic or irrelevant responses don’t cut it for the high customer expectations. They expect tailored and engaging interactions with support.
GenAI-powered virtual assistants offer a promising solution that delivers relevant, conversational, and contextual experiences to customers.
But here’s the key: reaching desired outcomes requires proper storyboards and flow-based designs. This is where frameworks like SearchUnify FRAG™ come into play.
[On- Demand Webinar ft. Forrester] Let’s Fix Chatbots: Generative AI, Can You Help Me?
Watch our on-demand webinar with Forrester, “Let’s Fix Chatbots: Generative AI, Can You Help Me?” In this webinar, David Truog, VP Principal Analyst at Forrester, and Vishal Sharma, CTO at SearchUnify, have covered the following:
- What do companies need to do differently to create more effective chatbots?
- What is the relevance of generative AI to organizations’ chatbot efforts?
- What is the future of conversational experiences beyond chatbots?
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