But simply launching a chatbot does not ensure success. Of the over 30,000 bots on the Facebook Messenger platform as of this writing, only a small percentage drive regular user engagement and material boosts to their bottom line.
Just like their human counterparts, chatbots differ in their ability to understand, engage, and serve customers. A dumb chatbot, just like a dumb customer service representative, can wreak havoc on your business in terms of missed sales opportunities, negative brand association, and lost customers.
Luckily, you can look to the best human conversationalists to learn conversational lessons that you can teach your chatbot. Otherwise, your bot’s chit chat with customers will more likely inspire trash talk than a profitable transaction.
Here are the essential conversational skills to master in order to ensure your chatbot’s effectiveness with users:
Theoretically, it seems like a no brainer, a massive hit. But bots have been around for a long time but have bots developed enough to replace traditional websites and apps? Not really, according to users.
Try it out yourself and ask the Sephora bot to recommend some eyeliners. To your frustration, you will find that it does not understand the word eyeliner. So it gives you eyeshadows, liquid lipstick… then a YouTube tutorial on how to put on lipstick… Then you get frustrated and ask again, “No, I need an eyeliner.” And… Disappointingly, it goes, “Sorry, I didn’t get that/ What are you looking for?” over and over and over… Same goes for the H&M bot.
As an online shopper, if I need to type what I am looking for, it’s just simply easier to go on the website and look for exactly what I need. Browsing is part of the fun and clicking is way easier than typing out what you’re looking for.
Simplifying the process of building bots: At our recent bots, ai & messaging meetup we talked through our thoughts on simplifying the bot strategy and design process — from objectives to conversation trees and beyond. Here is a roundup of our latest thoughts on designing and building effective messaging applications, bots and more.