With the advent of artificial intelligence-based tools, chatbots have been integral for user interactions. However, in most cases, chatbots provide users with a generic response to their queries. This lack of personalization does not capture any behavioral signals from the user. This not only leads to a suboptimal user experience but also a lot of missed opportunities for the organizations to convert these users from being return customers. This is a critical bottleneck for a lot of organizations to solve, as this prevents free users from becoming paid customers.
The first interaction these users have with these chatbots is more often than not the only opportunity to capture the user’s attention. For example, for a user visiting a mental health support application and interacting with its chatbot, it’s vital to capture the user’s emotional state and potential needs and provide an empathetic response to make the user feel heard. Missing this window of opportunity is not only impacting the organization’s customer acquisition but also, leading to users not being led to a care pathway that could help improve their lives significantly.
