Anbotux
Anbotux
Sep 5, 2018 · 1 min read

Hi, in Anbotux we go an step further. We move from behavioral to “customer mindset” understanding. It is key to improve chatbots adding empathy and personalization understand the customer beyond the language and the previous actions in the chatbot.

Mixing and proccessing not only chatbot but all other digital channels, customer segmentation and external events (economy, stock exchange, weather, political estability, etc) will help to understand better the concerns, fears, motivating factors for each individual costumer or costumer segment and will help to personalize the interaction.

For an airline it is not the same the customer that after public news about strikes or bad weather checks the flight availability that the ones not worried until day D. It is no the same for the ones contacting when the flight is delayed if they are segmented as 25% of delays in the past year as if 5% delayed in order to start the airline chatbot apologizing :-)

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