Understand why it is recommended to always tell your customers that they are discussing with the bot.
Yes, always. There are three main reasons for this:
- Transparency and trust: You should never lie or try to mislead your customers about whether they’re speaking with a human or a chatbot. Building trust in your brand is simply good practise.
- Technology: Although advanced, the technology available is not at a level where it can successfully mimic human-like communication 100% of the time. Even if it were, refer to the reason 1.
- Human-Machine Empathy: When people know they’re talking to a machine, they tend to be more forgiving if questions are not understood and encourages them to use simpler language.