Different chatbots have different purposes. Some sell products, others provide news reports, and some are just there to entertain through engaging conversation. Different bots require different approaches and different metrics. In the light of this e- book, be a well established brand or just a curious and enthusiastic tech- savvy fellow, you will be able to build your own chatbot and proudly watch it reach many people.
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The personality of your bot should reflect your brand image, and make your bot more engaging to interact with. You should consider these 3 things before and while designing the chatbot personality:
If you do not want to use a bot personality that’s ok, too! Then, you should set your onboarding flow carefully and forecast what would a user demand from you.
Considering the purpose of your bot, choose how it will get input. Options are:
QUERIES, INFO FROM USERS
– TEXT OR VOICE
DEVICE SENSORS LIKE GEO
- LOCATION ETC
INSIGHTS FROM USER’S
HISTORIC DATA
You never get a second chance to make a first impression!
A greeting, and a get started button that leads to a welcome message breaks the
ice between your bot and the user.
Giving users hints or guides and providing them with call to actions always
create great user experiences!
Another important matter to consider is whether your bot’s conversation will be kept “on rails” or will be powered by natural language processing.You can choose to present your users with various options every step of the way that keep the conversation “on rails.” or let your users say whatever they want, which the bot makes sense of using keyword identification. Chances are, you’ll use a combination of both for your bot.
Always think from a user’s perspective, try to forecast all the possible ways they can ask for something.
Your bot may talk and joke just like a human but it’s still an artificial work of art, indeed!
Take advantage of it’s intelligence to analyze user’s context, motives and expectation to give them suggestions on point.
Keep record of user’s previous interactions, their choices, queries, messages and demographics for a smooth conversation!
Anyone who’s ever talked to a chatbot knows that they’re not perfect. Chatbot error messages are inevitable, especially when a user talks to a bot for the first time.
When they talk to a chatbot, users want it to understand them; if a bot simply repeats the same error message over and over without any hint on how to set things right, it’s easy for a user to simply walk away.
It sounds obvious, but chatbot error messages should, well, describe the error to users.
Rather than say “I didn’t get that. Please try again,” chatbot error handling should clarify
the error to the user.
In less specific instances—if the chatbot simply became confused by a user trying to push its limits—the chatbot might remind the user of what it can do.
An easy way to follow this chatbot error handling tip is to direct users to a help option: “If you need help, just say ‘help.’"
If the user did provide information the chatbot asked for, but still ran into an error; chatbot UX guidelines generally suggest providing options—contextual or persistent—to steer the conversation.
No one wants to encounter the same error repeatedly. This is disengaging and robotic
—two of a chatbot’s biggest sins.
If the bot suddenly appears robotic when struggling to understand the user, it decreases user confidence in the bot.
You should also compose several error messages. You may then randomize them when the user runs into a general error.
KEY THINGS TO DECIDE AND KEEP IN MIND BEFORE BUILDING YOUR BOT
WHY IS YOUR CHATBOT NEEDED?
The answer to this question will define the the tone, design and purpose of your bot.Possible purposes you’ll define for your bot include:
What kind of bot you’ll want depends on your community needs.
ASSESS THE COMMUNITY DATA AT YOUR DISPOSAL TO HELP YOU DESIGN A CHATBOT SUITED TO YOUR NEEDS.
SALES
ENTERTAINMENT OR
NOVELTY
CUSTOMER
SERVICE
SOMETHING
ELSE!
PICK A CHANNEL
Do you want to build a chatbot from scratch (for the coding machines out there) or use a template- based builder(for the non-coders)? Building a chatbot from scratch is challenging for sure, and the industry is quickly moving towards a drag
and drop model.
With the right chatbot development platforms, it can take just minutes to design a bot without the need for code.
If you think chatbots are too mainstream and looking for ways to build a voice bot, developing such a skill doesn’t need to be difficult.
While it might seem complicated or intimidating to build a voice-controlled AI assistant, even a layperson can get a skill up and running in a matter of minutes.
Building a solid chatbot is only half the battle. Once you’ve designed the best bot possible, it’s time to make a good first impression and get it in front of as many eyes as possible.
Both design and marketing materials factor in how to best promote your chatbot. Here’s every step you can take to promote a chatbot and catapult it to success.
Bot directories are a great way to help users discover your bot. Facebook Messenger’s Discovery tab is perhaps the best. Because it lists bots relevant to users’ tastes right within the app, just a tap away. You can place your bot in the Discovery directory from the Messenger section of your Page settings
If your bot isn’t on Facebook Messenger, you should submit it to whichever first- party directory the platform maintains (for example, the Bot section of the Slack App Directory).
People on social media love to share stuff to their friends on social media, and it’s no different in messaging apps.
So you should look for ways to encourage users to share statuses, accomplishments and more in your bot’s design.
To make it easier to share, add a persistent “Share” button to your chatbot’s menu.
A better way to get people sharing is to provide personalized results that they would want to share with others. Alternatively, encourage users to share results upon accomplishing a task, like announcing that they’ve just booked their dream vacation successfully through a bot.
This is one of the many ways to use data to ensure success for your chatbot.Landing pages entice users to try out a bot by explaining why it exists,
what it does and how or where users can begin chatting.
Once you’ve designed a landing page, make some variations and A/B test them to determine which is most effective.
If your bot has multiple target audiences or demographics, you might want to test different landing pages for each one.
In addition to landing pages, you’ll want to test your onboarding as well. Test to see where the bot underperforms or runs into error in the
opening steps of a conversation.
Where are users most likely to drop off and churn? Testing for the optimal user flow will immensely improve UX, encouraging users to recommend and share it with their friends.
What better place to promote your bot than right on your website? While the benefits of a dedicated landing page are discussed before, you can make your bot even easier to engage with from your website’s homepage, or from any page on your website.
We saved the most obvious method for last.
Advertise your bot!
Invest in a targeted Facebook or Twitter promotion to get your bot noticed by audiences it’s most relevant to.
If you’re showing off your bot at a conference or demoing it in a pitch, consider bringing paper marketing materials that include a QR code for easy access.
Facebook Messenger offers a unique code that can be scanned in both the Messenger or Facebook app, making it easy to immediately call up a bot. You can use parametric codes, too. It take users to specific steps in a conversation. This is perfect for demos where you want to show off a particular feature of the chatbot.
We’ve come a long way since step 1. However, as new features and technologies are being introduced, don’t forget to evaluate and optimize as you go along.
If you are getting started with bots for the first time, keep it simple and straightforward.
Based on the feedback you receive, you can make any necessary changes.
And as with any marketing tool, take a step back and review performance and your chatbot’s influence on customer satisfaction. Here are some questions to ask yourself:
IS YOUR CHATBOT ACHIEVING THE GOAL YOU SET OUT AT THE START?
IS IT CAUSING AN IMPROVEMENT IN CUSTOMER EXPERIENCE?
HOW BEST CAN YOU IMPROVE ITS PERFORMANCE (BASED ON DATA AND ANALYTICS)?
Your work as a botmaker isn’t complete once your bot goes live. After you’ve set it free, you need to keep tabs on how people are using it.
Your work as a botmaker isn’t complete once your bot goes live. After you’ve set it free, you need to keep tabs on how people are using it.
This is to make your bot easier to use, improve chatbot output and increase engagement.
ANALYTICS PREVENTS YOU FROM MAKING THE SAME MISTAKES.
With chatbot analytics, you can measure important metrics like:
RETENTION
RATE
AVERAGE
SESSION
LENGTH
TOTAL NUMBER OF
MESSAGES SENT/
RECEIVED
RESPONSE TIME
MOST ACTIVE HOURS
NUMBER OF
MESSAGES NOT
HANDLED BY A
BOT
DAILY NEW
USERS
Also, you can track conversations in real time as they occur. These insights will help you iterate your bot and keep engagement and retention high.
However, it is apparent that there is not a perfect combination of KPIs for every chatbot.
Botanalytics' greatest asset is our dashboard that gives you the ability to customize it freely.
You can add new metrics just as easily as removing them.
THAT’S WHERE BOTANALYTICS
COMES IN HANDY!
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