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September 7, 2023

Rigidity vs Adaptability: The Business Cost of an Inflexible Chatbot

Traditional chatbots' rigidity can escalate issues, sour customer satisfaction, and inflate operational costs. In contrast, adaptable solutions like Fonor's ChatGPT deliver efficient, accurate customer service. Don't underestimate the business cost of an inflexible chatbot; adaptability is a must-have, not a luxury.

In an era where chatbots are seen as a cost-effective way to handle customer service, one trait often goes unnoticed: adaptability. Many businesses make the mistake of choosing a rigid chatbot system, thinking it’s "good enough." But what they don't realize is that this rigidity comes at a hefty price—escalated issues, frustrated customers, and ultimately, higher operational costs.

The Downward Spiral: The Case of "RigidBot Inc."

Imagine you're a customer for RigidBot Inc., a company that has decided to go with a traditional chatbot to handle queries. You have a rather specific question about your health insurance policy. You want to know if acupuncture treatments are covered, given that your policy covers "alternative therapies."

You engage with their chatbot, which we'll lovingly call "RigidBot," and ask, "Does my policy cover acupuncture?"

RigidBot: "To understand your policy better, please refer to section 5.2 in your policy document."

Well, that wasn't helpful. Now you have to dig up your policy document and decipher legal jargon. Frustrated, you decide to send an email or make a call, leading to increased work for human agents. Not exactly a stellar customer experience, is it?

Business Implications of Rigidity:

  1. Escalation to Human Agents: Each time a query is escalated, it takes up human bandwidth, essentially defeating the purpose of an automated system.
  2. Reduced Customer Satisfaction: An unhelpful interaction decreases customer satisfaction, which can lead to bad reviews and, in the worst-case scenario, customer churn.
  3. Increased Operational Costs: What seems like a cheaper solution becomes costlier when you consider the additional resources needed to handle escalated cases and manage customer dissatisfaction.

The Fonor Difference: Adaptability at Play

Now imagine interacting with Fonor's ChatGPT. You pose the same question about acupuncture coverage.

Fonor: "Yes, acupuncture is covered under your policy as it falls under 'alternative therapies.'"

See the difference? Fonor's ChatGPT understands the nuance of your question and provides a direct, relevant answer. No more escalating to human agents or digging through policy documents!

Business Implications of Adaptability:

  1. Reduced Escalation: A more adaptive bot can handle a broader range of questions, reducing the need for human intervention.
  2. Enhanced Customer Satisfaction: Providing quick and accurate answers boosts customer satisfaction, which in turn can lead to positive reviews and increased loyalty.
  3. Operational Efficiency: By resolving queries at the first point of contact, you reduce operational costs significantly.

Conclusion: Adaptability is Not a Luxury; It’s a Necessity

Adaptability in customer service solutions isn't a nice-to-have feature; it's essential for modern businesses. In a rapidly evolving landscape, companies need adaptable solutions that can grow with them. If you're still stuck with a rigid chatbot, it's high time to ask: what is this rigidity costing your business?