Chatbot – what is it?
Chatbot otherwise known as a virtual advisor, automatic salesperson or intelligent assistant – all these names refer to software used to simulate a conversation. Chatbot, replacing a human, is to fulfill a specific task – to support sales or customer service, it also has many other functions, which can be read further in the material. Chatbot is most often presented in the form of a widget, pop-up, or less often in the form of a tab on the website. Chatbots are used on websites, in on-line stores, messengers such as Messenger or mobile applications.
What are the types of chatbots?
Due to the way of communication:
- the chatbot in which we write
- a voicebot in which we communicate using speech
Due to the functionality it is to fulfill:
- Helpful in sales and customer service:
sales, personalization and recommendation, transactions, reservations, recruitment
- Collecting feedback from customers:
collecting information about needs, stock shortages
- Educational / information – bots informing, for example, about the location of stores, opening hours of stores, ways of purchasing products or navigating the website,
- Task-based, e.g. making transfers, searching transaction history, order history or other activities depending on the action performed on the website
- Entertainment – sex chat bot / marketing quiz, temporary offers, contests
The types of chatbots presented here often work in parallel.
How to create a chatbot?
Below we present steps in the form of asked questions to design a chatbot and tips on what to pay attention to.
“Why?” “What do I need a bot for?” – The answer to this question is crucial and can be complex. While implementing the project, we can satisfy several needs. The most common business response is lead generation and customer service, but there are a number of other uses.
- It is worth taking a second look at the types of chatbots distinguished by functionality in order to define our purpose well.
- If we think about sales and customer service, our chatbot can help with product selection. We can use the filtering function for this so that the customer finds the product they are interested in. In this case, we can link to a product in the chat window, but that’s not all. Based on the customer’s behavior, the bot collects information about preferences in order to personalize the proposed offer.
- If you run a service activity, a bot with a reservation function for a specific service might apply. The client will check the available dates and times in the schedule himself and save himself according to his preferences.
- Another example of using chatbot functionality may be recruitment assistance. Candidates will be able to submit their applications, get to know the company and its possibilities by asking the bot questions.
There are bots whose job is to reserve a place in the underground car park. When an employee arrives at work, he or she can book or check if there is any vacancy using a chatbot.
When you want to conduct a marketing campaign that will engage your audience, you can use a chatbot to create a quiz or competition.
Another question we should ask ourselves is our double “How?”
The first “How?” refers to the path of the interview procedure. It is the backbone of the chatbot, i.e. the conversation project. If we know what functionality the chatbot is to fulfill, we should focus on conversation paths, predict how the bot will behave when the question is beyond its capabilities, and how it will be implemented.
The second “How?” aims to define what our chatbot will look like – it should be consistent with the corporate identity of the company, but that’s not all – after all, our chatbot is supposed to replace a human. So maybe it’s worth thinking about the chatbot avatar and giving it human or some form of characteristics.
- According to the division of chatbots according to the way of communication: by means of writing and speech, it should be predicted whether the issue of the possibility of talking may be important for the user, e.g. due to driving a car. In the case of written communication, it is worth considering the possibility of changing the language of the conversation, the use of automatic prompts while writing and the implementation of auto-correction. It is a good practice to keep our chatbot responses short, concise and goal-oriented.
- Pay attention to the division of chatbots according to the way they work: conversational and block. Consider whether the customer should only ask questions or should be able to use hints in the form of blocks such as: contact, products, complaints, configurator, store location, make an appointment or other blocks that will be helpful for you.
- It is worth considering whether, in addition to the chatbot, the user will be able to connect with a consultant, if so, it is worth considering the possibility of providing their hourly availability. It is worth noting here that the chat should clearly indicate whether the user is talking to a bot or a human.
- It is a good practice to use links inside the conversation so that the customer, seeing the underlined word, after clicking on it, can be redirected to a place extending the topic
- After the conversation is over, it is worth asking the client for feedback. In the event that our chatbot has recently been operating and uses artificial intelligence to learn the client’s questions, it is worth informing him about it – by adding the label “I’m learning” or when the bot does not know the answer, information such as: “Sorry, I do not know the answer to this question, I am teaching out. “
- During the conversation, you can inform the user about the completion level of the conversation, eg “Great, we’re almost done”. Another good practice is to place the menu so that you can return to it when you lose a thread or use the “back” button to redirect to the initial list of topics.
- If the industry vocabulary may be incomprehensible to the customer, it is worth considering implementing a dictionary of terms.
- It is worth considering the possibility of placing photos and videos on the one hand by us for a better presentation of the offer, and on the other hand for users – e.g. in the case of complaints.
Where? – Chatbots are used on websites, on-line stores, messengers, or mobile applications. When using a chatbot on a website, it is worth asking where it will be displayed and in what form: widget, pop-up or, for example, in the form of a tab on the website.
Implementation, testing and analysis – in order to improve the tool, after the implementation of the chatbot, user behavior is tested and analyzed in order to improve it, so that the chat is helpful for both the owner and the user.
All tips, steps, inspiration and good practices are the basis for us to create the perfect chatbot. We are specialists and we know how to do it really well. We provide a full configuration for the client’s needs so that it is tailor-made.