5 tips on how to design a chatbot
Do not pretend to be a human:
Customers need to know that they are interacting with a robot, otherwise, the user experience might be frustrating.
Regardless of how good the speech recognition and generation capabilities of your Chatbot are, for sure your Chatbot will face unknown scenarios and the possibility he replies either in a too generic way, or even worse, all over the place, is unfortunately not remote. Moreover, when humans know that the interaction happens with a robot, they automatically become more tolerant and gentle (there is no point, for instance, to get angry with a machine!).
Do not overpromise:
Estate clearly and right away what the Chatbot can do. Users should naturally know what to do when interacting with the Chatbot
Some customers will start testing your Chatbot with the most original sort of questions. It is important that your Chatbot knows to say “no” (of course in a charming and polite fashion), but even more critical is to clarify the tasks that he can help with.
Use sentiment analysis to detect poor engagement or frustration and take action (often the best strategy is to hand over to a human agent)
There is a whole new area called emotional artificial intelligence, dealing with the capacity of machines to learn to understand human feelings and adapt their responses to satisfy their needs. This is for sure opening up a range of fascinating opportunities. Human beings proved to be not especially skilled when it comes to understanding emotional triggers, getting even worse during online interaction. On the other hand, emotional artificial intelligence advances rapidly and gets better every day. The ability of machines to recognize qualities such as sexual orientation, political inclination or even IQ, by examining face images, does not belong anymore to the space of science fiction.
Give your Chatbot a personality:
A Chatbot’s personality not only humanizes the overall experience but also offers a great opportunity to establish a real connection with their audience. Chatbot’s personality should be specifically designed for the target customers and it is part of your brand equity.
Chatbot personality plays an important role when it comes to customer engagement. Getting to know the Chatbot better, what the Chatbot will say next, makes customers to keep chatting, often far beyond the objective has been reached. But on top of that, if you manage to create a Chatbot “wired“ with your customers, they will not forget him!
Smalltalk yes, but wisely
A Chatbot able to understand and properly reply to Smalltalk definitively feels more human. However, make sure to bring your customer back to the original flow in order to fulfill the original objective. A best-in-class Chatbot solves the problem that customers need to address and delivers a great user experience.
Take special care of Smalltalk queries by customers. Simple casual sentences such as „Fantastic!“, „How are you doing today?“ etc. deserve well-thought responses, helping to shape your Chatbot personality.