It’s not uncommon for customers to make mistakes when typing — especially when they’re in a rush. A chatbot’s ability to recognize and interpret inputs despite typos or grammatical inconsistencies can make or break the user experience.
This feature ensures smoother interactions and reduces frustration.
Sentiment Analysis
Chatbots must be able to assess the tone and overall feeling of the customer’s inquiry. Is the customer:
Angry? (“Why is my monthly payment increasing?!
”)Sad? (“Please don’t discontinue your lavender chai latte chocolate! It’s my favorite flavor. I used to drink it with my dad before he passed.”)
Happy? (“I love, love, LOVE the new sneaker designs! brazil phone number material Please tell me they come in pink!”)
Chatbots with sentiment analysis can adapt to a customer’s mood and align their responses so their input is appropriate and tailored to the customer’s experience.
For example, an overly positive response to a customer’s disappointment could come off as dismissive and too robotic.
Sentimental analysis can also prompt a chatbot to reroute angry customers to a human agent who can provide a speedy solution.
Beyond answering questions, a good AI chatbot should also support your marketing efforts.
Features like promoting deals, suggesting products, and delivering personalized recommendations help strengthen your brand’s presence and drive engagement.
How I Tested the Best AI-Powered Chatbots
Testing AI-powered chatbots can reveal a lot about their strengths and limitations.