Introducing 5 failure cases of chatbots! What are the operational challenges?

In recent years, an increasing number of companies are introducing chatbots to realize work style reforms due to the declining working population and to promote operational efficiency. By effectively utilizing chatbots, it will be possible not only to respond to customers, but also to improve productivity within the company.

On the other hand, chatbots are not a panacea tool, so even if they are introduced, they will not necessarily produce the expected effects. It is necessary to clarify the purpose of introduction and introduce it in an appropriate way.

So this time, I will introduce the common failure cases of chatbots. The person in charge of a company that is going to introduce a chatbot from now on should check it thoroughly.

If you are seriously considering introducing a chatbot, please read the “essential knowledge for not failing with a chatbot” series. We are introducing the knowledge that we would like everyone in charge to acquire in all 5 times. The series can be found at this link or at the end of this article!

Contents of this article 

  • 5 chatbot failures
    • 1, The case of forgetting the learning period of the chatbot
    • 2, A case of introducing a chatbot that is difficult to use
    • 3, Cases where chatbots are difficult to solve problems in the first place
    • 4, Cases where chatbots are not used
    • 5, Cases where chatbot costs are too high
  • 3 keys to successful chatbot implementation
    • 1, Reconsider whether it is really the best to introduce a chatbot
    • 2, Consider the functions necessary for chatbot operation
    • 3, Choose a vendor that supports chatbot operation improvement
  • sAI Chat|AI chatbot that is smart and hassle-free from the beginning
    • 1, smart from the start
    • 2, Functions and designs that pursue ease of use
    • 3, Customer success accompanies operation and improvement
  • Summary of failure cases of chatbots

5 chatbot failures

If you have introduced a chatbot but cannot get the expected effect, it is highly likely that the following cases apply. Here are five common ways chatbot implementations fail.

1, The case of forgetting the learning period of the chatbot

A machine-learning chatbot equipped with AI needs to learn to improve the accuracy of conversation answers for a while after introduction. In other words, even if you introduce a chatbot, you have to keep in mind that it will not suddenly show a high effect.

Therefore, companies that do not have the resources to learn and maintain chatbots are unlikely to be able to take advantage of them.

However, if you can’t feel the visible effect even if you spend more than a few hours of study time a week, there may be a problem with the introduced chatbot.

2, A case of introducing a chatbot that is difficult to use

If you introduce a chatbot that is difficult for internal staff and customers to handle, it is also likely to fail. If people who have never used chatbots or people with low IT literacy cannot handle them easily, it will be difficult to solve problems.

Therefore, it is necessary to choose a chatbot with UI/UX that is easy for anyone to use.

For example, an AI chatbot that can search for natural sentences or a chatbot equipped with a function that suggests the information the user wants would be easy for anyone to use and likely to lead to problem solving.

3, Cases where chatbots are difficult to solve problems in the first place

If you’re trying to tackle a problem that’s difficult for a chatbot to solve in the first place, you’re likely to fail too.
The situation will change greatly depending on the type of FAQ you are dealing with and the characteristics of the industry, but if the following cases apply, you should consider other methods.

  • The expected number of FAQs exceeds 300
  • Inquiries that cannot be answered in the question-and-answer format are received

For example, in user support, we can answer questions about problems that already have a lot of FAQs, but we can’t properly answer questions that have no precedent.
*However, it is also possible to flexibly respond to customers who could not provide an appropriate answer by encouraging them to contact us by phone or connecting them to a manned chat.

If you have more than 300 FAQs, we recommend an AI-powered FAQ system.
Sciseed offers a FAQ system (sAI Search) that can present and manage a large number of FAQs.

If you are a person in charge who does not know which tool to introduce to your company, we also accept introduction consultations, so please feel free to contact Sciseed.

4, Cases where chatbots are not used

Even if you introduce a chatbot, it is meaningless if it is not used by internal staff or customers at all. There are multiple reasons why chatbots are not used, but the following 4 patterns are particularly common as examples.

  1. My chatbot is not giving me the expected answer
  2. Although it was used once, it was unusable and will not be used again
  3. I think it’s faster to ask a person than to ask a chatbot
  4. I don’t know where my chatbot is

Some company representatives think that “if we introduce a chatbot, it will lead to improved operational efficiency and service quality,” but that is a big mistake.

Chatbots are nothing more than a tool to solve some problems, and continuous operational improvements are required to achieve great results.

When it comes to operational improvement, the issues involved vary from company to company. Therefore, when choosing a chatbot, it is also important to consider whether the vendor will work with you to improve operations after introduction .

5, Cases where chatbot costs are too high

If the initial cost or running cost of a chatbot is too high, it may not be cost-effective, so be careful.

In particular, AI-powered chatbots tend to be expensive. Weigh the effects you expect from a chatbot, the initial cost, and running costs, and decide if there is a cost advantage before you start implementing it.

Also, since there are many chatbot services offered by various vendors, it is important to compare them in advance.

3 keys to successful chatbot implementation

1, Reconsider whether it is really the best to introduce a chatbot

In fact, there are cases where the introduction of chatbots is not suitable depending on the usage. Since chatbots are interactive systems, they are limited in the amount of information they can provide in a single inquiry.

Sciseed proposes an FAQ system instead of a chatbot for customers who plan to operate more than 300 FAQs.

The number of FAQs to be installed in the chatbot is one of the criteria for deciding which tool to introduce.

  • About 50 FAQs: Chatbot without AI
  • For 50 to 300 FAQs: AI-equipped chatbot
  • If there are more than 300 FAQs: AI-equipped FAQ system

If you are a person in charge who does not know which tool to introduce to your company, we also accept introduction consultations, so please feel free to contact Sciseed.

2, Consider the functions necessary for chatbot operation

Next, let’s consider how much functionality is required to operate the chatbot.

If you want to introduce a chatbot to capture inquiries from prospective customers, you need to choose a chatbot that can work with forms and advertisements.

On the other hand, if you are going to introduce it for the purpose of reducing inquiries, we recommend a chatbot that is equipped with a natural sentence search and question sentence suggestion function, and supports even operational improvement.

In general, the more features a chatbot has, the higher the installation cost.

After considering the chatbot functions required for your company in advance, comparing each vendor will allow you to smoothly proceed with the project until introduction.

3, Choose a vendor that supports chatbot operation improvement

The third point is to choose a vendor that supports even the improvement of chatbot operations.

Many companies that have failed to introduce chatbots have a common cause that they neglected to improve operations. It is important to continuously operate and improve chatbots, but it is also true that many companies neglect it.

If your company has problems with resource shortages, organizational structure, or know-how, we recommend that you ask a vendor that provides a package of operational support after introducing a chatbot.

sAI Chat|AI chatbot that is smart and hassle-free from the beginning

Finally, we will introduce Cyseed’s artificial intelligence-equipped chatbot “sAIChat” to companies that are considering introducing chatbots.

1, smart from the start

The biggest attraction of sAIChat, a chatbot equipped with artificial intelligence, is that it is “smarter from the beginning”. The problem with ordinary AI-equipped chatbots is that they cannot be used immediately in the field, as they require some time to learn after being introduced.

On the other hand, sAIChat is equipped with artificial intelligence with a highly accurate automatic response function, so it has the advantage of being able to be used in a relatively short period of time after introduction. Therefore, it leads to the suppression of learning costs, which can be said to be an issue for AI-equipped chatbots.

In addition, sAIChat is equipped with a function to switch to an operator response, so even if you find it difficult to respond with a chatbot, you will be able to respond smoothly to the customer.

2, Functions and designs that pursue ease of use

Since it supports natural sentence searches and has a “question sentence suggestion function” to guide the user to the correct answer, it is possible to smoothly provide the information the customer wants.

In addition, since the design can be customized, it is possible to provide a UI that matches the customer’s attributes.

3, Customer success accompanies operation and improvement

Many companies are worried about whether they can use chatbots in their company or not.

Sciseed not only provides an AI chatbot system, but also provides comprehensive support for operations that occur after introduction, such as creating and improving FAQs and AI learning.

If you are interested in what kind of service we provide, please take a look at the “sAI Chat Service Overview Material” that can be downloaded from the link below.

Summary of failure cases of chatbots

In this article, we have introduced the points for successful introduction from chatbot failure cases.

There are multiple reasons why the introduction of chatbots fails, but in many cases, the root cause is “neglect to improve operations”. In order to smartly solve the issues that your company has, you should conduct sufficient comparisons and considerations before introducing a chatbot so that you can make a decision that you will not regret.

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