Regardless of its size, almost every organisation is adopting chatbots for solving customer issues with seamless human-computer interaction. The user experience between a bot several years ago and a bot currently deployed is totally different. With the ever-evolving technology, the bot has become more user-centric as well as user-friendly in the present scenario. It has changed the traditional way of interaction with the customers.
In this article, we list down 6 crucial points to keep in mind while building a chatbot.
1| Starting From Scratch
Building a chatbot is not a hard task to accomplish. But before building it, one must sit and think what is the purpose behind building this bot. In order to do that, identify the various problems that the bot will solve for the users. Here comes the conversational design, where one needs to be precise about the words which will be used for conversational design. It matters a lot to both the organisation and the customer what the bot is replying to when a query is posed.
2| Understanding The Target Audience
After setting the goal, one must try to identify who are the audience to be targeted for the bot. One must think from the audience's “point of view” the challenges they are going to face with the products and how the bot will help them to solve the issues related.
3| Keep It Simple & Intuitive
Now that you have set a target base for the chatbot, it is time to build it. While developing a chatbot, try to keep it as simple as possible. For instance, when a question is asked, it can have a number of solutions to that question from previous experiences which is both time-consuming and not-so-user friendly. In that case, a developer should try to give graphical interfaces which will not only shorten the way of replying but also give an intuitive look to the conversation.
4| Develop A Personality
The existence of humans cannot be replaced by chatbots. However, for a better user-friendly chatbot, it is important for you to develop a chatbot which can give a user the experience of talking to a human or at least have a human-like conversation. In that case, for personality development, one can use emojis if possible in between the conversations and greetings while initialising a chat.
5| Build With NLP
Leveraging NLP while designing a bot will fetch you many advantages. As the algorithm learns from the experiences, it will be able to reply in a more intuitive way to the customers while providing more accurate replies.
6| Smooth User Experience
Smooth user experience is the vital point to keep in mind while building a bot. The most frustrating thing for a user is when a chatbot is unable to reply to a query when it is being asked. This needs to be avoided as much as possible. It is important to ensure that the bot is always functional and the responses are quick and easy. At the end of the conversation, gather customer’s feedback in order to improve the bot to make it more user-friendly.
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