Why do your customers hate bots?

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By: Gabriela Jaimes Galindo

Today, interacting with bots has become almost unavoidable. From chatbots on websites to virtual assistants on our phones, these computer programs are designed to mimic human conversation and offer assistance in a variety of tasks.

However, the experience of interacting with a bot is not always pleasant. Users often experience frustration, confusion, and even anger when trying to communicate with these automated systems for one simple reason: they are not human.

Why Do We Hate Bots and What Alternatives Are There? | Keybe

Why Do We Hate Bots?

Here are some reasons why we invite you to think twice before choosing a bot as an option.

Lack of empathy: Bots lack the ability to understand emotions, intentions, and the context of a conversation. This can lead to inappropriate, repetitive, and even insensitive responses to the user’s needs.

Limited responses: Bots are programmed to respond to a specific set of questions or commands. If the user’s question is not within its database, the response will be a frustrating “I don’t understand” or “Sorry, I can’t help you with that.”

Inefficiency: Sometimes, getting a simple response from a bot can take longer than if we were interacting with a human. Tedious menu navigation, repetition of information, and the need to rephrase questions for the bot to understand contribute to the inefficiency of bot interaction.

Lack of trust: We are not always sure if a bot is capable of solving our problem or providing accurate information. This creates mistrust and frustration, especially when it comes to important or sensitive matters.

What Alternative Do I Have to Avoid Using Them?

Among the benefits of using chatbots are:

Bots can be efficient for performing repetitive tasks such as scheduling appointments, confirming information, or answering frequently asked questions. This frees up humans to focus on more complex tasks that require creativity, problem-solving, and interpersonal skills.

They are available 24/7, which can be useful for obtaining information or assistance outside of business hours or in areas where access to human staff is limited.

They can be used to collect information from users, such as their preferences or contact details, to be used in marketing strategies, data analysis, or to improve the user experience in the future.

Why Do We Hate Bots and What Alternatives Are There? | Keybe

However, there are other alternatives that do it in a friendlier way and with more benefits. For example, KB’s Smart Chat: this tool unifies sales channels, has response suggestions, responds on first contact, analyzes people’s feelings, and automates tasks, all without neglecting a human team ready to intervene if necessary.

Another alternative is to have your Biky Montes, the sales assistant we all need. She attends to your chats regardless of the day and time, sends voice notes, and understands the context of conversations, so she gives responses very close to what a human would give. People may never know they are being assisted by an AI.

In the future, as technology advances, bots are likely to become more sophisticated and capable of offering a more natural and personalized experience. However, there will always be a need for human interaction, especially when it comes to tasks that require empathy, understanding, flexibility, and a genuine human touch.

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