Knowledge management is an important element for building a conversational chatbots. Conversational chatbots are an effective way to attract new customers and increase your sales. Other than e-commerce platforms conversational chatbots are used for telemedicine consulting, hiring candidates, setting appointments and much more.

When both chatbots and knowledge management are utilized effectively they can easily guide users around the FAQs, reduce customer servicing wait times and create a positive impact on your brand.

Knowledge Management:

 The chatbot need not be involved in the complete sales or service process. At some point, they would need a personal engagement company representative to complete their request. However, conversational chatbots and other technology for automated communications can be used to service larger volumes of repeated queries and repetitive tasks.

Though customers could instantly or eventually discover they are interacting with a chatbot, it’s still important to make them converse in a more humanly manner. The value of engagement would still be there as the customer discover more about your brand or products or latest offers. At the same time, the company would receive a more qualified lead in terms of sales.

The engagement, however, must be ongoing to save the time of both parties. When a customer comes back and is welcomed by the chatbot, it’s not good for them to start from scratch. Users always expect for a bot to remember past engagements, so the entire sale / request process should maintain this feature throughout.

But this won’t succeed without proper knowledge management. It’s all about delivering the correct information to the right customer at the right place and at the right time.

There are some important things to remember when in utilizing knowledge management to improve the chatbot experience.

A strong knowledge base is needed to deliver the right information:

Provide the information your customers are looking for in a snap of a finger. The goal is to curate high-value content and determine customers who need that information. Chatbots will decide on what to feature and what not to, instead of just giving out the full dynamic content, with a huge percentage of it having less meaning to the receiver of the information.

A more comprehensive and well-built knowledge base leads to the chatbot asking customers more accurate queries, giving instructions and other information. As such, the chatbots need to be trained for more efficient and articulate responses.

Collect information real-time:

Systematic knowledge management does not only take as much information but also uses the input to further the conversation. For example, when a customer provides information about their preferred store location or shipping method, the chatbot will consider these in future engagements with the same individual.

Engage with the customers at the most favorable time :

The more you learn about each customer, the easier you’ll find their service match. With strong knowledge management, you’ll figure out their preferred products, services, their visiting times and the best time to engage with them.

Good knowledge management is as important as having advanced chatbot technologies:

All the visitor or customer knowledge, without proper knowledge management, will end up with as scattered data in an uncalculated and extemporary structure. This outcome defeats the purpose of spending on advanced robotics when it couldn’t be used as it should be.

Conversational chatbots need to be backed with a strong understanding of every visitor, and this can quickly happen with the strategic use of knowledge management in chatbot.

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