Chatbots have become a popular way to enhance customer support. There’s no need to go deep into the benefits. Customers don’t have to wait until a human assistant is available to get the answers they need. Meanwhile, companies can increase satisfaction rates, simultaneously reducing costs required for a customer support unit.
But like it always happens with technologies, there’s one “but.” You need to make sure that a chatbot will be a decent alternative for a human assistant – an equivalent for one.
The truth is, a bot can communicate with lots of customers simultaneously, but the value of this communication will depend on a number of tech aspects. In other words, you will need to build a smart chatbot that covers major user requests. And for this, you’ll need a well-thought-out business logic, accurate implementation, and thorough testing.
In this article, I’ll focus on the latter – chatbot testing and quality assurance activities that will bring you closer to re...