From the past few years, the use of chatbots for businesses has gone up, and every firm is looking to adopt it for better communication with the customers. According to Ubisend report, 45.8% of customers would rather use a messaging app to communicate than over e-mail. This also shows the importance of adopting chatbots to the businesses.
Depending on the type of conversation with your customers, there are ways in developing your chatbots, but what matters in 2018 is how smart your chatbot is. Most of the chatbots engagement can be categorized into two models. The first one is task oriented [declarative] where it shows a couple of options [FAQs] in the chat while the other is a data-driven & predictive model [conversational] which works just like the Google Assistant and Siri.
7.ai, a California based company which uses AI & ML to understand the customer intent has created an infographic on how to design a smart chatbot for your enterprise. Here’s what it says –
How to Design a Smart Chatbot for your Enterprise?
The main purpose of designing a smart chatbot for your enterprise is to reduce the high volume of customer interactions over e-mail, improve customer satisfaction, reduce the call center costs and improve the company revenue. So, this is how you can get started –
- Give your Chatbot a Job: As mentioned earlier, designing a smart chatbot depends on which industry your business lies in. If your business is in retail, travel, communication or banking, the purpose of your chatbot is to engage with your customers and help to resolve issues, answering questions etc.
- Design your Chatbot for Mobile: The recent statistics indicate that worldwide internet usage is more from mobile devices than desktops. So, it’s very important to make your chatbot mobile-friendly.
- Choose the Right Look and Location for your Chatbot: Your chatbot represents your brand, so it’s very important to design it to showcase your brand style [colors, font style, etc.] Also, the location is very important as it needs to be easy to find, so the customers could engage well.
- Define your Chatbot’s Conversational Voice & Tone: As mentioned in the above point, your chatbot represents your business. So, depending on the type of business you carry out, it’s important to give the same voice & tone to your chatbot for a seamless customer engagement
- Involve Humans when Needed: It’s hard to train a smart chatbot to answer every question, so your chatbot should be able to transfer the conversation to a real human [when needed].
These are the 5 important steps you should follow when designing a smart chatbot for your enterprise. Now, here’s a complete infographic you can read to help you understand better.