A customer problem is a difficulty, frustration, or unmet need a user encounters while interacting with a chatbot. Repeated questions, generic answers, or unclear instructions can make the interaction burdensome and undermine the bot’s usefulness. section 3.0 section 3.4.1
Common chatbot pain points include:
- Unclear or generic answers, such as vaccine eligibility guidance that ignores the user’s location. section 3.4.1
- Confusing appointment instructions or delays that make the bot less useful than expected. section 3.4.1
- Advice that fails to account for a customer’s existing accounts, financial history, or goals. section 9.1
Table 3.6 Survey responses leading to identified pain points (part 1)
|
User
|
Survey response
|
Identified problem
|
|---|---|---|
|
1
|
I tried asking about vaccine eligibility in different states, but the bot couldn’t provide clear information. Not knowing if I qualify for the vaccine when I plan to travel is frustrating. The responses seemed generic and didn’t address the complexity of eligibility criteria in various locations
|
PharmaBot understood the basic intent (eligibility) but failed to provide state-specific information. The chatbot did not consider the user’s location or the state they inquired about, leading to an unhelpful response.
|
|
2
|
I attempted to schedule a vaccine appointment, but the process felt confusing. The bot’s instructions were unclear, and I felt unsure if my appointment was successfully booked. It would be helpful if the bot could provide more guidance throughout the scheduling process.
|
The scheduling workflow lacked clarity, causing users to feel uncertain about whether their appointment was successfully booked.
|
|
3
|
(No survey response given; the user left the chat)
|
Overcomplicated steps discouraged users from completing the process. User 3 did not get to the survey.
|
Survey responses paired with identified problems show how users’ descriptions can reveal specific chatbot failures. section 3.4.1
