How to use chatbots in your business

Hands-up who’s getting an Amazon Echo or Google Home for Christmas?

Whilst it might be early adopters who are flocking to have their own personal assistant, given that sales growth is predicted to almost quadruple in 2017.  It is easy to imagine that within the next 5 years, it will be very mainstream to have a relationship with a voice-activated assistant.

This war of the robots might be playing out amongst the big tech players; however, businesses can’t ignore the trend – because these devices are re-setting customer expectations yet again.



If you are anything like me, the gap between a conversational robot and today’s reality is a pretty frustrating one. I find that most businesses are still struggling to meet basic customer service expectations. It’s not uncommon to find websites that I can’t navigate on my mobile, a call centre where I am put on hold for a half hour, or a completely non-responsive brand on a social platform.

Forget Cortana, I just want to talk to my local Microsoft store instead of being passed around multiple call centres, only to find that the department who can resolve my issue is only open during US business hours! Not very helpful when you are in Australia.

Sometimes you just want to talk to someone – so maybe Alexa will eventually be the answer. But in the mean-time, there are a lot of baby-steps that businesses can take to bridge the painful reality of now and this yet to be realised voice-activated utopia.



Let’s start by looking at a maturity scale. Lots of businesses are scared off by the concept of artificial intelligence (AI), however, that is at the far end of the maturity scale and there are plenty of steps that can be tested in-between.

Chatbot Maturity Model Scale

Your aim should be to provide a valuable interaction where your customer spends the most time. All they really want is the most direct line between their problem and a solution.

Start by identifying key pain points for your customers. Consider the highest-volume repetitive tasks and the place that your customers are most likely to interact with you. Then consider if a chatbot could create a more efficient experience.



If you want to learn more about how a chatbot works, what it can do and some best practices, stop reading this blog and experience it for yourself.
The Liquid CX chatbot is a Facebook Messenger bot that teaches you about chatbots.

Use your mobile to scan the Messenger Code below or visit:

Go on, try it. I promise it is a little more useful than your kids trying to get the meaning of life out of Siri!

Facebook Messenger Code