Avoiding Awkward Chatbot Conversations – Social Cast Ep. 28

It’s generally understood that chatbots are increasingly becoming a necessary part of brands’ ability to meet customer expectations. People want answers or service quickly, at any time of day, and chatbots can make that happen.

But while consumers will generally trade some level of quality for speed, they still want to have a good experience and feel like they were understood by the company rep they were conversing with, whether it was a bot or a person. And the best chatbots make it so you can barely tell the difference.

That’s not always the case, though, and in today’s episode of the Social Cast we talk with conversational educator Mary Kathryn Johnson about avoiding awkward chatbot conversations. Mary works at Bot Academy and has lots of experience with the world of chatbots that she shares with us.

Key Takeaways

• The ways that automated messaging has affected the customer journey have changed in the past few years.
• Chatbots are only as annoying as you allow them to be; the technology is there to make great conversational agents.
• Think of automated messaging as just one great option; customers decide how much to engage with it, and can choose to leave for another communication option at any time.

About the Social Cast

Socialbakers’ podcast series tackles some of the most challenging and interesting aspects of marketing. Our experts offer tips, hacks, and advice on almost any marketing subject you can think of.

You can subscribe to our podcast on the following platforms:

• Spotify
• Stitcher
• Apple
• YouTube

In our previous episode of the Social Cast, we spoke with Digimind CMO Aurelien Blaha about data intelligence in the age of data privacy. Tune in to that episode to learn how brands are managing the increased demand for privacy at a time when the volume of personal data is growing exponentially.