Chatbots and text-based communication solutions are designed to deliver more personalized experiences and reduce operational expenses. As a result, businesses have deployed chatbots for all things customer service and more. These communication tools are improving every year but new technologies also produce new challenges. An increasingly mobile customer base, natural language processing shortfalls and exponentially complex demands are just a few.
Location context can be critical to bridging service-related gaps when interfacing via these new communication channels. For this reason, businesses adopting chatbots and text-based solutions are implementing location-based services (LBS) to better understand context and to access data-rich location insights that can be vital for a variety of core processes.
How can LBS and location data help enhance chatbot experiences?
Interactions with chatbots are response-based, where customers must provide information in order to trigger a response or guide to a resolution. Artificial Intelligence (AI) and natural language processing are evolving to interpret language used in chatbot interactions more effectively and businesses can leverage LBS to improve the overall experience and quality of service. Knowledge of customer location information can help create a faster path to a resolution and it could add more relevancy to the chatbot conversation.
LBS enable businesses to automate location determination for the customer (with consent) and this instantly adds valuable insight that can provide situational context to the interaction. Location context also makes it easier for the customer to engage with the business. Additionally, customer needs can differ depending on location, and gathering location data over time can help identify trends or gaps in service.
For example, an insurance company could use chatbots on its website and leverage IP location or browser location to assist with assigning new business leads to agents. Once an interaction with a prospective customer begins, the chatbot can identify the IP or browser location of the laptop or desktop being used. Then the chatbot can use this location information to provide contact details of an agent who serves their region.
In this scenario, the customer’s location makes the assignment process more efficient and it can help shorten the sales cycle. The location data can also be added to other analytics for tracking the number of leads and type of leads from specific regions so the insurance company can optimize internal processes and recognize new opportunities.
How can LBS streamline mobile experiences?
When a customer interacts with a business’s chatbots or text-based system it generally occurs while the customer is multitasking. A customer interacting with a chatbot on a business’s website could be simultaneously shopping online while text-based communications can happen as the customer is being driven to a meeting. Intelligent responses and quick resolutions are vital in these circumstances, even if customers are not giving their full attention. LBS can help satisfy this demand for smarter, more immediate feedback and it can be used to improve service for mobile customers.
For example, a healthcare company can deploy a text-based solution that uses mobile network location for its urgent care center locator service. After a prospective patient texts the short code for the service from their mobile device, they receive an automated message asking permission to locate their device. Upon consent, the service identifies the device’s location and returns the name and address of several nearby urgent care centers along with the estimated wait times. From here, the prospective patient can determine which location to visit using distance and/or wait times as qualifiers.
In this use case, the patient’s location enables the healthcare company to deliver immediately actionable information. Connecting distance with estimated wait times provides situational context that can sway the patient’s selection of urgent care center. Because patients are able to prioritize based on these two factors, their choice can influence the flow of traffic to the different centers. If the flow of incoming patients is more balanced then the workforce can dedicate more time to treating each patient.
The healthcare company could also use this text-based locator service to build patient profiles or engage in promotional activities. Once patient consent is received for the locator service, the healthcare company can ask to add their phone number to a patient profile and/or notification service. After the patient agrees, their mobile number is on file and they can receive notifications or follow up calls related to their visit. Furthermore, the healthcare company can send information about discounted services like like flu shots or examinations at the urgent care center they visited. As always, the patient can opt out at any time. (ex. - Case Study)
Visit our Location page to learn about the different location sources that can be used to elevate your business’s chatbot and text-based communication solutions.