1. Omni-Channel
Customers today prefer to conduct business with brands that offer consistent experiences across channels. A good chatbot platform can seamlessly integrate with any communication channels you need, like WhatsApp chatbot, Facebook, SMS, custom mobile apps and websites.
2. Analytical
Another crucial chatbot feature is that the chatbot’s performance should be measurable. Chatbot analytics can help your business track the bot’s performance and make changes to the bot accordingly. With metrics like average conversation steps per user, total conversations, top countries, number of returning users, average session duration, etc., you can track goals and build a deeper understanding of your customers.
3. Secure
Security is another very important chatbot feature. Protecting customer privacy and keeping their data secure is a top priority for every business. A good chatbot platform ensures to maintain the highest security standards to keep customers’ data safe.
4. Human-Like Approach
One of the other noteworthy features of a chatbot is its human-like approach. Like humans, who frequently use context in their day-to-day conversations, a good chatbot has all the information and tools that make it capable of understanding context in open conversations.
5. Personalized
The best chatbot platforms are equipped to adjust their tone and language based on user context. For instance, if there is a flight cancellation, the chatbot acknowledges and regrets the inconvenience rather than treating it with nonchalance.
6. KCS-friendly
KCS or knowledge-centered service refers to a set of guidelines used for building and preserving organizational knowledge. KCS-friendly bots are made keeping in mind organizational guidelines and turn out to be ethical and helpful.
7. CX-first
Chatbots are equipped to prompt users with a variety of relevant options, sometimes based on previous interactions. Further, if the bot cannot handle a complex query, it instantly notifies about the same to a human agent for a smooth customer experience.
8. Integrations
Chatbot integration is one of the top decisive chatbot features. With the right chatbot platform, you do not have to worry about switching your existing tools and systems. A chatbot must integrate seamlessly with your existing set of tools.
Read more complete guide chatbot
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