I present a chatbot analysis for the following companies:
Best chatbot name
- Paychex Bot
- ADP Chatbot
Paychex Bot is the winner, but not by a lot. The second runner up is ADP Chatbot. Paycor’s Cora came in last even though it is a much better sounding name. “Paychex” & “ADP” are not great names to me, but using “bot” in the name helps the user know that they will not be interacting with a human. Sometimes people need help with something, but don’t want to be bothered by a pushy sales person, and we shouldn’t forget that not all users are tech-savvy. Perhaps Paycor’s chatbot name would be better named: Cora the Chatbot.
Best opening line
- Cora: Hi there! This is Cora, the Paycor chat bot, here to help you today. Are you ready to learn how Paycor’s sales experts can help you?
- ADP Chabot: Hi, what brings you here today?
- Paychex Bot: Hello (unknown emoji) Want to know more about our HR, Payroll & Benefits solutions? I can help.
Paycor’s Cora has a very friendly tone which is also succinct with a sales directive that isn’t pushy sounding. ADP falls a little flat with a sterile tone. Paychex Bot strikes two issues with me:
- the confusing emoji
- the pushy sales man approach
- Cora: There are a lot of options to talk to a rep that isn’t pushy. It helps you find information if you are doing research.
- Paychex Bot: It does a good job at sales direction, but it is too pushy and obviously focused on setting up a schedule with a sales rep.
- ADP Chatbot: It feels like ADP did the least amount of development with their bot. It gets the job done, with exception to a memorable experience.
Best Conversational Tone
- Cora: Very good manners. The orange color palette gives a nice and friendly feel. Uses a lot of “!” and words like “fantastic”, “wonderful”, and “awesome”.
- Paychex: Also has good manners, but its pushy sales approach makes it seem inauthentic and lowers the trust–not a great way to start a relationship.
- ADP: Once more, with feeling…
- Opens with 3 options: Quote or demo, Support, Just browsing
- The options should align to a human-like conversation
- Will ask for: Name & Company email
- ADP Chatbot is a transparent name
- Opens with 4 options: Solutions, Just browsing, Customer support, Business assistance
- Will ask for: Email, Company size, Company name, Phone number
- Conversations could be shorter
- The info ask seems to be out of order…should ask for your name first.
- If you answer just browsing, it will ask you what you are browsing for, which will inevitably direct you to talking to a rep.
- Paychex Bot is a good name. It is transparent about the nature of the app, and a lot of people aren’t ready to be bothered by a sales rep.
- Cora is not a great name for the bot, because not everyone will understand that this is a chatbot. Even though welcome script denotes that it is a bot, the user may not want help from a pushy sales rep.
- Opening options: I’m ready to chat about solutions, I’m doing research, I’m browsing.
- I think the scripting to be improved, but the conversational flow is decent.