A chatbot is a computer program which conducts a conversation via auditory or textual methods. Of Late, bots are slowly making their way into daily activities and businesses. They’ve already revolutionized the way users communicate with different brands online.
Nowadays, users expect instant replies from businesses which has led to the increased demand for chatbots.
But there is a constant question as to how to humanize a chatbot? Users feel more comfortable communicating with a chatbot that has some personal touch to it instead of a bot that gives robotic replies.
Bots need to be integrated with some emotional intelligence that evolves based on user interactions.
Here are a few tips that can help create a personal touch for your chatbot –
Build your bot to accommodate your user
Often, chatbots only offer a few answer options to the consumer which severely restricts their options. The bot has to be developed to make things easy for the user. The bots must be constantly improved and made better to understand human dialect. They must also be programmed to learn and evolve from every encounter.
Quick replies to queries
Even though it is important to have a conversation with the customer, long conversations are not appreciated every time. Users wants quick answers to their questions with the least amount of effort involved. This is when you truly know if your chatbot is effective.
Develop a personality for your bot
Although the bot has to be built to accommodate the user, it is also necessary for the bot to have a personality that falls in line with your brand and its values. Tests like Myers-Briggs can help choose the personality traits for your bot. For example, if your brand caters to the millenials, it is important for the bot to have a fun, playful personality that the target audience can relate to.
Irrespective of your purpose of creating a bot, it is important to understand there is a human entity on the other end of the conversation. A humanized chatbot can help build stronger connections with the users and increase the brand loyalty. Afterall, It’s all about creating meaningful interactions.
Meelo Evaru Koteeswarudu is a popular Indian regional television game hosted by Telugu megastar Chiranjeevi.
For the promotion of the show, the makers wanted to engage their fans and users in a unique way and simultaneously create a buzz on social media.
The team at KRDS were looking out for ways to engage with the audience on social media and also promote the show. Finally, the team proposed to build South India’s first Subscription Chatbot on Facebook Messenger. Bots are becoming popular by the minute and they have already been successful in the promotion of Bollywood and Hollywood movies. This would be the perfect way to gather the user’s attention on social media about MEK.
Users were encouraged to send a DM on Facebook or on Messenger. Once they sent a message, they were asked to subscribe to messenger. Post this, the users would receive exclusive information and news about the TV Show in their inbox. The fans were even given a poster with the megastar’s signature on it.
The chatbot campaign proved to be super successful with over 60,000 active users within a span of 2 days.
It is no surprise that Chatbots are technology’s answer for reducing the human workload. The possibilities of incorporating a chatbot into your business are endless and so are its benefits. But care must be taken to ensure that these bots are not only created to join the fad but also adds some value to your business.
We know the one common complaint against the chatbots is the lack of personal touch. Users complain that the conversation with a bot seems robotic and repetitive. Once your customers start criticizing the performance of your bots, it is hard to bounce back. This might have a negative impact on your business.
But worry not, we’ve got some tips for you to consider before you develop your very own chatbot. These tips can ensure that your bot has got all the necessary ingredients to build an engaging conversation with the user :
Goals are important because it is the guiding factor for both the brand and its users. The purpose of a chatbot could be completely different, from providing online support, book orders for the customers, or help solve any customer issues or grievances. Once the goal is established, the company can work towards customizing the communication pattern of the bot.
Make the bot user-friendly and proactive
The chatbot must be easy to use and communicate with. Brands must avoid using complicated and technical jargons and keep the language simple. The customer is not expecting complex words but is only expecting responsiveness and answers to his/her questions.
It is also necessary for the bot to keep the conversation flowing and engaging. Bots can even add some value to the conversation by sharing some offers/discounts/other information that the user might find useful. Or if an user is looking for a particular product which is unavailable at your store, the bot must be able to offer some alternatives to the original one. This kind of value addition is what sets a chatbot apart from the others.
Incorporate Call-To-Action buttons
Sometimes, a customer does not want a long and interesting conversation with a bot but is rather looking for some quick answers. This is where the CTA buttons can help your business. Incorporating these CTA buttons in the right places can also help provide quick solutions to the customers. Some examples of CTA buttons include, feedback button, contact us button and links to certain webpages. These action buttons also track and measure the effectiveness of your bot.
Developing and maintaining a bot is a journey. With the above mentioned tips, you can ensure that your bot has got what it takes to build a conversation effectively and efficiently!
In the past few months, we see plenty of companies incorporating Chatbots and AI into their business activities. So what happens after a Chatbot is developed and is in use? The next question that must be asked is, “How do I know whether my Chatbot is helping my business or not?” This is where the metrics come into play. There are some key metrics that need to be tracked and analysed to constantly evolve your Chatbot according to your business and its users.
Here a few key metrics that can help improve the performance of your bot and lead to its success
A bot must be developed to understand the user language so that it can answer their queries. The comprehension abilities of the bots must be constantly changing to make sure that the user does not spend a long time making the bot understand their query. Poor comprehension ability gives a bad user experience and would lead to lesser retention rate
Frequency of session and average session duration per user
Information about the frequency of sessions and session duration can give a lot of insights about the shortcomings of the bot or even help highlight what the bot is doing correctly. Sometimes, a low session duration might mean that the user is not engaged enough or is having difficulties communicating with the bot. A shorter session duration is not necessarily a bad thing in all the cases so care must be taken before such conclusions are made
A longer conversation with a bot does not always mean high engagement. Sometimes, the user would want to get the required service/answer within a few steps but if the bot is unable to complete a time dependent activity in a few steps, it might frustrate the user. Therefore, based on the business activity, the conversation steps must be tracked to gain meaningful insights.
Top users and top phrases
It is important to simultaneously track the top users of the bot and the most commonly used phrases with the bot. These 2 metrics will help us understand why there are a certain number of people engaging with bot repeatedly and help implement this experience to the other users as well. This will help improve the retention rates and gather more data about user behaviour.
These metrics are just the stepping stone and there a lot more metrics that can help you measure the performance of your bot. Do you have any other important metrics in mind? Let us know in the comments below!