Making a chatbot is easy to do, but making it usable is a different story.
Here are 10 best practices that you can use to build your chatbot and make it more usable:
1). Make It Understand Us
Creating a good conversationalist is a big task, as it needs a significant amount of effort. This is readily achievable if you give the necessary information to the chatbot’s database. Make as much as you can, different questions and responses to them. With this, you will provide the chatbot a bigger chance to understand the question, For example, make it respond in the same meaning with different types of phrases, such as:
- How are you doing?
- How have you been?
- How’s everything?
- How’s it going?
- How are things going?
- What’s going on?
- What’s new?
- What’s up?
- What are you up to?
This is the same question, but phrased differently, and don’t forget to let the chatbot know peoples’ slang, too.
2.) Variables in the Response
As the questions may differ, you would want to make the consumer understand the chatbot, too. Not every person will understand your explanation that you put in the chatbot to respond with, so you have to use different perspectives and rephrase the answer if the first one is not understandable enough for the customer. This will make your chatbot act smarter because it will provide random responses which will be different for the users.
3). Options to Consider
Give the customer multiple options to choose from. In this way, you will make them feel that they are in control.
4). Human Involvement
Chatbots are smart, but they are still not a genius. Give your customers a chance to be redirected to a real human agent to help them resolve their issue when necessary.
5). Use the Feedback
Use the feedback from the customers to better the chatbot. Frequently update the knowledge base.
Connect the chatbot with the analytics software to monitor the behavior and the user experience. You can track a lot of important segments and improve the user experience with this tool.
You can track:
- Retention rates
- Return customers
- See if someone has blocked the chatbot
- Find questions that did not end well
- Plus, much more
7). Involve Others
Use more people in the process. Involving more people and approaching from a different point of view will give you the necessary insights on how to proceed. Acknowledge and choose advice given from the majority.
8). Slack – Use Your Team
Use the Slack platform and integrate the chatbot for your team. You will provide the team with a tool that they can shape and adjust to help them with the day to day tasks. And it’s an excellent way to see the behavior, first hand.
9). Test Before Deploying
Use more devices and operating systems to see if everything is working the way it needs to work. Adjust if required, as it is the last step, so don’t lose your grip and take the time that you need.
Give enough personality to the chatbot to mimic a human-like conversation, but remember people want to interact with Artificial Intelligence, so a bad joke can be funny coming from the chatbot.
You should start today and don’t postpone the decision that needs to be made. Sooner or later, you will need to make a chatbot for your brand.
It’s better to act sooner than later. Use these practices to improve and update the chatbot, and provide a better experience for your customers.
Use the platform that we are providing; don’t be shy, no coding is needed. We made it simple for everyone to build their chatbot.
Register today for free and start building your chatbot; it’s free with our starter plan. ChattyPeople is here to help; it’s what we do.
Posted by Slobodan S.