Chatbots don’t always provide the experience that businesses and users would hope for, and sometimes they fail. --- Download the ULTIMATE GUIDE TO CHATBOTS FOR BUSINESSES: https://onlim.com/en/chatbot-ebook/ --- Onlim - Automating Customer Communication via Chatbots and Voice Assistants. www.onlim.com

1. 5 Reasons Why Chatbots Fail
© Onlim GmbH 2019

2. Although more and more companies
are using chatbots in their customer
service, this does not imply that all of
them are improving customer
satisfaction and user experience.
On the contrary. You often read about
experiences in which a user receives
incorrect answers. Either they get
repetitive messages or unrelated
responses. So it’s no wonder that many
users end the conversation and
develop a negative perception towards
chatbots.
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

3. However, this doesn’t mean chatbots
can’t contribute to user-friendly
customer service. Companies just need
to be more structured in their
development and pay attention to a
few essential points.
Keep reading to learn more about the
5 reasons why chatbots fail and what
you can do to avoid it in the first place.
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

4. WHY CHATBOTS FAIL
SOMETIMES
1. Intelligence of Chatbots:
There are two groups of chatbots: rule-
based and AI-based bots. For rule-based
bots a list of rules is established in
advance that determines how the bot
responds to requests. If a predefined
keyword is found in the request, the
answer for this particular keyword can be
displayed to the user. If there is no defined
answer, rule-based bots can't help.
AI-based bots are also set up with a list
of rules at the beginning. However, they
are able to learn from each customer
interaction and thus continuously
improve. Unfortunately, rule-based
chatbots are more common at the
moment. AI bots are more complex &
more expensive to implement but they
are an investment that will pay off.
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

5. WHY CHATBOTS FAIL
SOMETIMES
2. Inappropriate use cases:
Although everyone is talking about
chatbots, this does not mean that they are
the right tool for every business. Many
companies are so enthusiastic about the
new technology that they want to
introduce it without thinking about
benefits for the user.
Before you build a chatbot think about
whether you have a good use case for it.
Chatbots are usually well suited to
answer standardized questions.
However, they are often not suitable for
complex customer problems or
individual complaints. For this kind of
support live chats or even a combination
of live chat and chatbot can make sense.
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

6. WHY CHATBOTS FAIL
SOMETIMES
3. No transparency:
When companies use chatbots they
should be transparent about it. For many
users, it’s quite frustrating when they think
they’re talking to a human employee and
then realize that it’s actually a bot.
Therefore, you shouldn’t create false
expectations. If you are using a bot in
your communication, indicate it at the
beginning. If you hand over the
conversation to a human employee let
the user know. That way the user knows
to whom he is talking to at all times.
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

7. WHY CHATBOTS FAIL
SOMETIMES
4. No clear scope:
Many chatbots try to solve all problems
for everyone. Unfortunately, that causes
problems. A chatbot needs a clear scope
of the topics and use cases it can cover. If
a bot tries to answer questions around
several topics or a use case that is too
broad, it will hardly be able to provide a
satisfactory user experience.
For instance, a limitation could be that
the bot only assists with booking flights
or is responsible for your car rentals.
Such highly specialized use cases are
much easier to think through and
implement at the beginning.
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

8. WHY CHATBOTS FAIL
SOMETIMES
5. Lack of analysis functions:
Like any other software, chatbots need
continuous analysis and a structured
process to further improve their
functionality. Many companies are not
aware of this aspect.
Once a bot is launched, it is often
assumed that the work is done. In reality,
it just starts after the launch.
The data basis for improvements can be
conversation protocols, usage statistics
as well as user surveys after the
conversation. Your aim should be to
continuously analyze the available data
and implement appropriate measures for
improvement.
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

9. At Onlim we help you automate your
communication for outstanding and
innovative customer service.
You can learn more about our LIVE
CHAT, CHATBOT & VOICE ASSISTANT
solutions at www.onlim.com
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com

10. AUTOMATING CUSTOMER
COMMUNICATION VIA
CHATBOTS AND VOICE ASSISTANTS
P.S. Have you checked out our
ULTIMATE GUIDE TO CHATBOTS yet?
You can access it at
https://onlim.com/en/chatbot-ebook/
Onlim GmbH | 5 Reasons Why Chatbots Fail | www.onlim.com