Before building and deploying chatbots, there are some basic practices to follow in separating your chatbot from the others in the market. Fortunately for business owners, launching a quality Chatbot isn’t hard, as long as you follow the guidelines below.
Before thinking about adopting a chatbot for your business, you should first understand why individuals might want to converse with chatbots rather than a real human being. Whether you are planning to deploy a chatbot for customer support on your website or creating a lead capturing bot, it’s time to read the guidelines of Chatbot design and development. The below-compiled guide will help you in building a Chatbot that’s engaging and effective enough to drive 4X growth for your business.
Read it and understand the whole process of designing a Chatbot that will keep your customers happy.
- Give a Personality to Your Chatbot
Chatbots are replacing humans. Unlike other conventional interfaces such as forms, emails or apps, the purpose of the chatbot is to mimic human interaction. So, it’s very important to provide a personality to your chatbot that the end-user could relate to.
Neha, in the above example, is a Chatbot. It possesses a personality — equipped with two important features-
By giving a FACE and a NAME to your chatbot, you will ensure the chatbot interaction with the visitor will give a human-to-human feeling. When a chatbot gets a FACE and a NAME, it gets a personality and is recognized as an individual. It also becomes a part of your brand/business/organization.
2. Make chatbot conversation more Personal & Human
Creating a conversation flow is pretty much important in setting a connection with the visitor. In the example above, the Chatbot speaks in the language which isn’t boring and mundane to the visitor.
The Use of Emojis keeps the visitor interested and he/she can’t tell the difference between a human agent or a Chatbot.
In the above example, the visitor is greeted by the Chatbot in a friendly humane manner. She asks the name and then uses it again while addressing and greeting the visitor.
The behavior of the Chatbot needs to mimic that of the normal human agent. Real-Time interactions in a fluid and seamless manner will enrich the user experience.
By connecting to the visitor at a personal level, the chatbot will keep the conversation engaging.
3. Leverage user’s meta-data such as location, device etc to create engaging conversations
In the digital world, a lot of data points are captured and tracked. You can always leverage these data points and use them to create engaging & hyper-personalized conversational flows.
You can use data points such as
- IP based location
- Device/Browser information
- UTM parameters
- Landing Page
- Current Page
- Time spent on the website
- Visit number
- Any other data-point you are tracking
For example, if your customer asks the chatbot about the price of your product or service. Based on the location of the user, the chatbot could provide the response in the local currency of the customer.
Similarly, you can the current page information to customize the chat according to the current context of the user.
In the above illustration, we see the Chatbot identified that the user came via a Google Ad for “Economical Andaman Tours” and proactively asks the visitor about her holiday plans in Andaman. This way the chatbot hooks the visitor on the website and pushed it further towards the booking stage.
4. Keep chatbot messages short & simple
Refrain from sending large texts via chatbots; they are difficult to read and will make the visitor leave the chatbot. It will discourage the visitor from interacting further and the visitor will drop off the website.
A sample of the short text vs long text is:
Disseminating the information to the visitor in short and crisp texts encourages the user to engage further with the chatbot and gives a satisfactory experience for the user.
Tip — Any Text above 34 words is an absolute no-no. Just split them into short texts.
5. Keep an optimum Time delay between the Chatbots messages
Message delay is the amount of time in seconds to wait before sending the next message to the user. This is an important point to consider as you don’t want the chatbot to flood the user with continuous texts. The user needs to read the messages before being pinged again by the chatbot. The delays shouldn’t be too much longer or shorter, the delays should be sufficient enough to give the user enough time to read the message and reply or wait for another message.
6. Human Transfer in the event of an AI Failure
Businesses wanting to use chatbots need to make absolutely sure that a smooth handover protocol is in place to transition customers to a human agent.
In a real scenario, your chatbot will always have a limited knowledge base and will always encounter situations when it hits a dead end and can no longer help the customer. In such cases, the conversation should be seamlessly handed over to a human in the team who can help the user. In any case, the user’s experience should not be negatively impacted.
In the above example, the user asks the Chatbot about the Cash on Delivery. The Chatbot was not trained to understand the question and the control is passed onto the Human Agent. The human agent answers the question accurately and helps the customer. This is an AI+ human approach.
7. NLP based FAQ Answering
Your users will not always follow your designed conversational flows. They would have their own queries and they will ask them in their own ways. For example, one user could ask about your contact details like this “How do I contact you guys?”, someone else could ask it like “Can I give you call a call?”
If you only stick to predefined conversational flows, you would be losing out on many HOT prospects who might deviate from your designed conversational flow. Therefore, it is important that you train your chatbot to understand the natural text query by a customer and should be able to give the precise answer by offering personalized conversational flow just like a human agent would do.
Also, your chatbot should be able to learn from previous user-to-human-agent interactions and should improve itself over time.
Always, look for chatbots with NLP based FAQ support. Advanced NLP can help the chatbots understand the intent of the visitor’s messages.
8. Collect Feedback from the visitors using the Chatbot
Feedback during and after the chatbot is a critical feature. It will help you understand how well is your chatbot implementation doing. You would be able to identify the gaps, know what your users are liking and what your users are disliking and can improve over time.
Tip → Once the user has provided feedback to your bot, let the user know that they have been heard! This builds customer loyalty as the customer feels valued by the business. After every conversation, you can provide a persistent feedback button for users to share their thoughts on their experience with the chatbot.
9. Regular AI-Retraining of the Chatbot
Once the Chatbot is up and running, analytics derived from the conversations allows you to spot the areas where the bot has difficulties in correctly analyzing sentences. By collecting questions that weren’t answered by the chatbot, the chatbot can be trained and expanded. This can ensure that chatbot only learns the questions and answers that are actually desired by its users.
As smart bots gain knowledge over time, they can expand the different features they offer to the client or customer. With time, the chatbots will become pretty useful for everyone.
10. Choose the right chatbot platform for your current and future needs
Before you decide to build and deploy the Chatbot, it’s imperative to identify the issues you want the Chatbot to tackle. Be it business process automation (customer support, financial transactions) or marketing support (customer engagement, lead retention,), the chatbot should add value to your website.
The Chatbot can include the payment option if needed for the business as shown below.
Don’t overload the Chatbot with unnecessary functions. Keep it concise and lean.
According to a study conducted by Oracle, 80 percent of the respondents are planning to use chatbots for customer interactions by 2020. At the same time, 36 percent of them have already implemented a chatbot service.
So, it’s imperative to build, configure and deploy a Chatbot for your growing business. If building a chatbot is something you have on your mind, don’t wait anymore! Read the guidelines and off you are on your journey of developing an exciting Chatbot for your Business.
Drop us a line and we will assist you in your Chatbot journey.