Chat Bot Case Study

Initial and running costs of a chat bot are always connected to the price of server space und server maintaining. Yet, the costs for a chat bot are smaller, than for a human customer service workforce. Far less people have to be paid, and fewer errors are made.

A customer communication service always stays in contact with customers. The customer expects a top service, quick response times, friendliness and competence. Especially for “The Posie Package” as a female hygiene service provider delivering values, the privacy should be highly respected. The “2016 Aspect Consumer Experience Index” shows that 49% of the millennial surveyed in 2016 answered that texting with a company’s customer service for them was less of a pain than talking to them

There it can also be determined, whether the chat bot contributed to the number of sales.

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There is also a data base that delivers daily numbers of registrations.

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If there is a monthly subscription for packages, it can be used to determine the number of registrants that are having an active contract with the online shop.

6.3 Measuring satisfaction/dissatisfaction

Human customer service has many issues that a chat bot customer service may ease. When it comes to measuring the conversation, a human worker has to stop responding to customer service requests and he may not go as much into detail when analyzing his interactions. Especially bad for the analytics are bad interactions with customers who were dissatisfied with the company and the customer service. As not to look bad, a customer service agent may not openly talk about these calls or issues and customers may be lost due to this attitude.

A chat bot however always stays friendly and if expectations regarding the customer service exceed the offered service, the chat bot can connect the customer with an agent. The measurement of the conversation is easily achieved since analytic tools are written for the chat bot

The limitations of a human workforce in customer service are their disability to handle multiple requests simultaneously. Attention is limited and the quality of service goes down, when more people require it. A chat bot does not have this problem, since due to its nature it can answer virtually all requests in concert. The limitations of a chat bot lay in its code. If an issue is raised to it, that it was not programmed for, a human customer service agent needs to stand by in order to take over. This maximizes efficiency overall. Another critical success factor is whether people are going to use it or they start being concerned about data privacy. When using the chat bot, the whole messaging with “The Posie Package” must be encrypted. This fact has to be communicated directly before the conversation