Recently, relevant researchers predict that by 2020, people will have more conversation time with chat robots than with spouses. It has to be said that companies currently focusing on the development of chat bot applications have found the right direction and they have seen the good prospects of chat bots.
More and more companies are starting to use chat bots, and by 2020, 80% of companies expect to use chat bots in customer service. A suitable chat bot plays a very important role in the company's performance development, but there are many kinds of chat bots on the market, there are many successful, and many are just simple dialogue procedures, far from meeting the needs of consumers. How to judge the performance of chat robots is still a big problem for many companies.
This article lists seven key indicators, which can be used to measure the eligibility of a chat robot used by a company.
1. Revenue growth
The first thing any potential investor wants to know about a company is to look at the company's revenue performance. Similarly, the most important indicator that a chatbot proves its value is to see what economic benefits it brings to the company.
For example, a company can choose to have a human service team and users keep 24 hours a day, or you can choose to have chat bots serve users. Compared with the two, it is obvious that the former has to pay a great price, not only the high labor costs, but also inevitable omissions. The chat bot can stay online for 24 hours, allowing users to consult questions at any time, saving the company a lot of money.
In addition, if the chat robot is satisfactory to the user, it will bring more repeat customers and higher online sales, which will increase revenue.
2. Self-service rate
What the company most wants to see is that users can solve the problems they encounter with the help of chat machines without any human assistance.
If the user's needs are to change the password, the company can measure its performance based on the percentage of the robot's task of completing the "modify password" with the help of the human. If the chatter function is better and better, the better the user experience, the more the user will change the password autonomously. If the robot has a lot of functional flaws, even the patient who has patience will lose the enthusiasm.
Self-service rates are closely related to company costs. In other words, the higher the self-service of the chat bot, the more money the company can save.
3. User satisfaction
To know if a chat robot is good or not, it is the most effective way to ask the user directly.
Through the NPS (Net Recommended Value) method, we are able to determine the user's satisfaction with the chat robot service. For example, after the interaction between the chat bot and the user is over, the user is immediately pushed a question "How likely are you to recommend our chat bot to friends/colleagues in the range of 1-10?" feedback of.
Through the user's feedback data, valid NPS data can be obtained. As a core growth indicator, NPS has given companies a critical foundation in understanding user satisfaction.
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