What happens when your chatbot encounters a dissatisfied user? Can it recognize dissatisfaction and take steps to turn the situation around?
It’s no secret that customer experience can make or break a business, and sometimes, even the smartest chatbot can stumble upon questions it can’t answer. What happens next? How does your chatbot respond to a dissatisfied user? Is there a way to turn a potential letdown into an opportunity? These are the questions we’ll be answering today
Stay with us as we dive deep into how you can implement this in your CustomGPT chatbot, and why this could be the missing piece in your pursuit of creating a fully customized, user-friendly, and resilient AI-driven customer service.
Why Detecting User Dissatisfaction is Crucial: Understanding the Impact on Customer Experience
Recognizing the Value of Every Interaction: Every interaction with a customer is a chance to leave a lasting impression. When a user is dissatisfied, they’re not merely pointing out a flaw; they’re presenting an opportunity to exceed expectations. By detecting dissatisfaction early, your chatbot can engage the user in a meaningful way, demonstrating that their feedback matters.
The Risk of Ignoring Dissatisfaction: Ignoring dissatisfaction can have dire consequences. An unresolved issue can quickly escalate into a lost customer, negative reviews, and a tarnished reputation. On the other hand, recognizing and addressing dissatisfaction can transform a potentially negative experience into a showcase of your business’s commitment to excellence.
Customizing the Experience: The ability to detect dissatisfaction is not merely a reactive measure; it’s a proactive approach to customer engagement. With CustomGPT’s Persona feature, you can customize your chatbot’s behavior, including its tone and voice. This means your chatbot can respond to dissatisfaction not just with canned replies but with empathy and personality. From offering similar questions that can be answered to a seamless handoff to customer support, your chatbot becomes an intuitive part of your customer service team.
Detecting user dissatisfaction is more than a technical feature; it’s an essential aspect of modern customer service. It allows businesses to turn challenges into opportunities, creating memorable experiences that resonate with customers. As we move forward, we’ll explore how to implement this crucial feature in your CustomGPT chatbot, ensuring that no user leaves your platform feeling unheard or unimportant. Stay tuned for the practical insights that will help you leverage this recipe to its fullest potential.
How to Detect User Dissatisfaction
When using a chatbot, there’s no one way that users express their disappointment with the chatbot. Sometimes you can’t even detect that the user is getting annoyed with the chatbot unless they say it.
CustomGPT Persona offers the flexibility to use the power of language to explicitly state exactly what the chatbot should do to recognize all types of dissatisfaction. Using Persona, you can train your custom ChatGPT bot to sense user dissatisfaction simply by saying:
- “If you detect any negative sentiment from the user….”
An easy way to train the bot to use its own discretion in deciding if the user is truly bummed with the system.
- “If you detect any negative sentiment from the user using words like ‘speak to a human’ or ‘real person’, ‘operator’, direct them to…”
To get even more specific and ensure that the chatbot will act the way you want it to when encountering user dissatisfaction is to give it multiple keywords that indicate user dissatisfaction.
- “If you respond to 2 consecutive queries with no response…”
With this recipe, you can proactively handle a situation that could lead to a very dissatisfied customer. Before the user gets frustrated with the bot’s lack of knowledge, offer a solution that will assuage their concerns about their bot “not working.”
Ways to Efficiently Resolve User Dissatisfaction
Maybe even more important than just recognizing when the user is unhappy is how your chatbot can bounce back to turn a possibly negative experience into a rewarding one.
Using Persona, you have the ability to craft any solution that will rectify the situation. For some ideas see these recipes we’ve tested:
- “…below the sorry message give 1 or 2 similar questions to the question that the user asked.”
Using this recipe the chatbot will offer similar questions along the lines of an unanswered query to direct the user back onto the right track of the conversation, asking questions that the bot will surely be able to handle.
Tip: This is an especially powerful move as it utilizes the chatbot’s ability to retrieve questions from the context, thus flipping the script from the bot using the content to answer questions to the bot using the context to create questions for the user.
- “…direct them to [customer service](https://yourdomain.com/contact-us) for further assistance.”
Provide in-depth help for complicated issues with the chatbot by providing a path to customer service through the chatbot.
- “…suggest that they visit the Live Demo which will answer any questions they have relating to troubleshooting their problems.
Another useful suggestion to resolve users’ disappointment while also saving time for your customer service team is to suggest an easily accessible tool that they can utilize on their own time for technical help.
Effects of These Persona Recipes – Before and After
Live Demo
The chatbot on our own website, customgpt.ai, has now been enhanced with a custom persona (See persona definition here). You can see a live demo below.
Frequently Asked Questions
- What exactly is the Persona feature in CustomGPT?
The Persona feature enables chatbot creators to define the tone, voice, and personality of their chatbot. We also offer a library of pre-written “recipes” that can be implemented to make the chatbot respond to specific situations and behaviors, including detecting user dissatisfaction.
- How does the chatbot detect user dissatisfaction?
The chatbot is trained to recognize certain keywords, phrases, or patterns that may indicate dissatisfaction. It can also identify queries it cannot answer and respond with intelligent redirection or handoff to customer support, depending on the defined rules within the Persona.
- Can I customize the response to dissatisfaction?
Absolutely! With the recipes provided, you can tailor the chatbot’s responses to better align with your brand’s voice and desired customer experience. Whether you want to offer similar questions or redirect to a live support team, the choice is yours.
- Is implementing this feature complex?
Not at all! The recipe for detecting dissatisfaction is designed to be user-friendly and can be integrated easily into your chatbot using the CustomGPT platform. We have detailed step-by-step guides to ensure a smooth implementation.
- How can this feature impact my customer support team?
By automating the initial response to dissatisfaction and intelligently redirecting users, this feature can free up your support team to handle more complex issues. It also ensures that users are directed to the right resources quickly, enhancing support efficiency.
- Will this make my chatbot sound too robotic?
The goal of the Persona feature is to add a human touch to your chatbot. By customizing its personality and responses, you can create an experience that is engaging and empathetic, rather than robotic.
7. Is this feature suitable for all businesses?
The ability to detect and respond to user dissatisfaction is a universal need across industries. Whether you run a small business or a large corporation, this feature can be adapted to meet your specific needs and customer expectations.
8. Do you have a library of personas that we can learn from?
Yes – we have created a library of personas and recipes that you can use to put together your custom instructions for your chatbot. You can access the library here: https://github.com/Poll-The-People/customgpt-cookbook/tree/main/personas
9. I’m new to the Persona feature. Where can I get support in implementing this recipe?
Our dedicated support team is always ready to assist. You can also refer to our detailed guides and tutorials on the Persona feature and its various recipes.
This is the 4th blog post in our Persona Recipes Series.
Here’s where you can find the rest of the blog posts:
1. Schedule Meetings Through Your ChatGPT Chatbot Using CustomGPT Persona
2. Turn Your ChatGPT Chatbot Into a Sales Agent Using CustomGPT Persona
3. How To Block Information In Your Custom ChatGPT Chatbot
4. Detecting User Dissatisfaction in Your Custom ChatGPT Chatbot, and Bouncing Back From It
