The digital acceleration that has occurred during the period of lockdown has been extraordinary, and has made it possible to activate new trends around the world that will persist and even grow once the COVID-19 crisis is over. The response of brands to the pandemic has advanced to seven years the digitization of interactions with customers and the supply chain. To accelerate the recovery and make easier the transition to the new economic reality in Spain, an effort will be necessary on the part of companies, which can approach this effort from three horizons: resilience, return and reinvention.

In an accelerated digital evolution context, Chatbots are the new assistance formula to the customer which we must bet on. Chatbots are not designed to be implemented casually, they rather require prior work and study that allow seamless implementation and in line with the brand’s objectives. Some of the keys to its success are as follows:

Give it personality. A Chatbot with its own personality and that can maintain a fluid conversation with users is an essential aspect of its success. A good conversation flow that allows for clear dialogue will increase with the satisfaction rate, as well as the bot’s ability to complete the interaction from start to finish.

Design in tune with the user. Put the user at the center of your strategy: why would your customer need to use the Chatbot? What flow of interactions will follow? What are their main questions and problems with your service or products?

Destroy data deposits. It is equally important to be able to not only obtain valuable information from the interactions with the users, but also to analyze this data and to extract conclusions. We must break down the silos of information, structure the data and take advantage of it to continue enriching our Chatbot

Continuous learning. Implementing a chatbot is not a process with a beginning and an end: it is a constantly evolving process, and your bot will never stop learning. Each interaction with users will provide you with very valuable information that you must take into account when continuing to improve it. Test your solution, analyze, modify… and repeat.

At MST HOLDING we have the latest technology in Chatbots and Virtual Assistant, contact us at www.mstholding.com.