Artificial Intelligence and chatbots are reinventing customer contact. New developments are presented constantly, so keeping up to speed with the latest possibilities can be time consuming. Of course, we make sure we don’t miss out on the trends. And GIN would not be GIN, if we wouldn’t share these insights with you. For example, our insights from a Chatbot Meetup we attended recently.
During this meetup, we spoke to several organisations about the role of chatbots in their customer service. One of these companies had developed a chatbot for personalised gift suggestions during the holidays. Before the proper suggestion could be made, some questions needed answering. These questions were not just meant to determine some of the receiver’s interests, but also to determine the user's personality. How did he do this? This chatbot and many of his answers were the result of the efforts of a team of developers and designers. But for a truly personal suggestion, an essential new player was added to the team.
The special key to developing this chatbot was the addition of a psychologist who measured behavioral changes on the end of the consumer, used to expand the responses of the chatbot. Answers the consumer gives to the reply hold more information than just the information that was requested. A smart bot hears one word and understands two. For this, the psychologist formulated a few questions to determine the consumer’s personality. With these questions, the chatbot can determine, for example, whether the person he’s speaking to is an introvert of an extravert. Conclusions and actions are connected to this, with the goal to make chatbots more self-learning so the customer service department can work more efficiently.
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