Communication has always been a big deal.
Relationship experts, Corp Comm managers, Psychiatrists, Professors are paid handsome salaries based on their communication skills.
Their skill helps in solving problems, getting new sales, strategizing unique packages, pitches and a lot more.
Communication can be learned and polished through learning and observation.
And that’s exactly how a Chatbot’s communication style is designed, through learning, observation and the famously followed trial and error.
Chatbots make it easy to manage a company’s day-to-day queries, manage customer complaints and service, generate new leads, etc.
Though when it comes to queries that are very unique and not related to the general FAQ’s, it can be frustrating for a user when the Bot is unable to understand the head or tail of a query.
That shows us their limits and makes humans sigh a breath of relief as they can never be replaced totally.
That’s why cracking the conversation code as smooth as butter is a must while designing a Bot.
Who takes care of this? Well, the one who creates it! Which will most probably be you, or your copywriter/UX writer.
In this article, we will learn about how creating a ChatBot is never the complete picture, but cracking its conversation code with daily testing and observation is.
The Conversation Bot Kit
1. Lend your ChatBot a Human Voice
The first and the most important thing to follow about Chatbots is to avoid the ‘robot tone’. As soon as a user gets a cold text instead of a warm and friendly answer, your Bot isn’t being, well, a good conversationalist. That’s why, even though, creating a bot (technically) is one thing, but employing a smart writer which humanises your Bot with a human-like dialogue script is important.
2. Role of a Conversational Copywriter
Every sentence should drive the conversation forward. There are times that your Bot wouldn’t be wired to respond to certain keywords or queries and the only reply it gives is “Hey, I didn’t quite get you”, “Hey, my Bot fireworks aren’t able to solve your query”.
Thus, having a writer in sync with your company’s ideas and ‘all’ the queries that can pop in a customer’s mind has to be thought of in advance.
Your writer has to be creative, smart and technical at the same time!
3. A Chatbot’s 3 Layered Cake
Being Useful: A Bot cannot be a good conversationalist if he doesn’t solve any purpose or leads an argument forward.
For example, if I subscribe to a Magazine’s ChatBot, and it doesn’t solve my purpose of sending customized news to me, or maybe giving me first-hand updates of a celebrity I am a fan of; then it’s not of any use to me.
Understanding the Brand as much as its owner: Understanding the brand is a must to lend your Bot a unique tone of voice. If you view all the Chatbots across industries, they don’t walk and talk the same way. This difference only comes once your Bot understands your brand properly to employ the tone needed for it.
Being in sync with your Brand’s Customers: Understanding the customer is a must as your replies will be framed on the basis of what they are looking out for.
Searching for the top mentions about your company, the inquiries they contain, your most visited website page, studying Google Analytics insights will help in understanding your customer and being ready with all the answers required to solve their queries.
4. Strategy Creation
After understanding the 3 layers needed to crack your Bot’s conversation code, it’s important to design your Bot’s marketing strategy.
Let’s divide it into 4 steps:
i. Building your Bot’s Avatar
Just like a scriptwriter creates his protagonist and places him/her in different situations by going deep into the past and major life events, in the same way a Chatbot needs a specific identity to follow a style of conversation.
ii. Define your Goal
Just like a human being without any passion or an objective is not interesting, in the same way, if your Chatbot is designed without a goal directing his behavior- his chats would create no interest.
Thus, while designing yours, you have to be sure why exactly you opted for a Chatbot and what its role is. Is it customer service, getting leads, directing people to a landing page?
Understand its main goal, making your next step of conversation designing super clear!
iii. Create ‘the’ Conversation flowchart
While giving a name and face to your Chatbot is important, the most important step is thinking out all the tangents and directions a conversation can take. While thinking of all the scenarios make sure you complete each thought out situation till the last Goodbye to finish the beginning and end of each conversation.
iv. Testing & Editing
Once designed, do not just launch the Bot globally. Use a beta version to test it on a limited audience and gauge their reaction. Understand the lagging points- is your Chatbot being too robotic, s it not intelligent enough, does the chat sound like a written note instead of a chat, is the conversation not solving any purpose and so on.
Study the results diligently and scrap or edit the same.
In the end, just make sure you follow the 3 basic principles every step of the way.
Is your Chatbot:
- Helping out
- Informing OR
Having one thing out of these three or all of them together is an essential need to crack your Bot’s conversation code bang on the Bull’s eye.