What’s a chatbot, you may ask? It’s that box that pops up on a website of a business that features some sort of customer service. Popular ones include auto dealerships, retail businesses with online retail services like Staples or Sephora, and strictly online services like Fandango and Spotify.
The box will pop up and contain a line of text asking if they can help, often times including a face, and then an area for you to respond by typing text back.
Some companies actually have a human monitoring them, but most are programmed with artificial intelligence. They are programmed to answer common questions, but they can easily get lost in a conversation, causing frustration for the user.
With that said, Martine Center for Rehabilitation and Nursing has four ways to effectively interact with a chatbot.
- Keep It Simple
Be brief and direct when asking a chatbot a question. Think of it as you’re talking to an elementary school-aged child or someone who doesn’t understand English well. Use plain language and ask one question at a time.
- Only Use Them on Websites You’re Familiar With
Of course, chatbots can be programmed for nefarious reasons as well. Use them only on websites that you trust, and never give one any personal or financial information.
- Ask if You Need Human Assistance
If you feel like you’re not getting anywhere with a chatbot, you can either call customer service or just type that you would like to speak with a person. There may be an option in the software to have a human takeover the chat for the automated system—much like if an automated phone system can’t solve an issue, the call is passed to a customer service representative.
- Avoid Asking About High-Risk Tasks
You’ll want to keep questions involving sensitive topics like medical or financial issues to a human being. You don’t want to trust them with this type of information or ask one for medical advice, for instance.
To learn more about Martine Center for Rehabilitation and Nursing and all of the services they offer, visit http://martine-center.facilities.centershealthcare.org.
