Whether through the web, Facebook Messenger or Alexa, most of us have come into contact with some form of AI technology in the past few years. But in this ever-expanding world full of chatbot opportunities, the real question is; how do we stand out from the crowd?

And as we have previously spoken about in our blog, every time you use one of these chatbots or virtual assistants, you’re communicating with advanced technology that integrates both AI and machine learning technologies,. They evolve and will increasingly offer more human-like interactions and natural language, to the point it is difficult to know whether you are communicating with a robot or a real person.

If you are thinking of implementing a Chatbot or Virtual Assistant into your company – here are five things you need to know.

1. How can you define success?

The amount of research you do before implementing a bot will correlate with your success of launching one. There are many reasons why you may want to dive head first into implementing this cutting-edge technology, but it is important you take the time to understand your goals. Treat your Chatbot like a new member of staff and make sure they have the right qualifications and training before you let them loose on your customers.

  • Is voice interaction the best option for your clients?
  • What does the bot need to do & what nature of language does it need to have?
  • Who are your users & what are they looking for?
  • How does it fit into your business strategy?
  • Overall, what problems are you looking to solve with a chatbot?

40% of consumers do not care whether a chatbot or a real human helps them, as long as they are getting the help they need. (HubSpot, 2017)

2. Who is your bot? 

Your bot is not only an extension of your brand but must define a specific personality and character to please your target audience.

Will your bot be humorous? Friendly? Professional? These are all questions your company needs to ask itself. What kind of language will it use?

Bots will be your brand representative, so it´s important they act this way and fit the exact personality you are looking for. They need to be trained accordingly and programmed in such a way that they understand users gestures, emotions and actions.

3. Where will the bot live?

Where you decide to integrate your bot depends on where your users need to find it. On your website? App? Facebook Messenger?

Where do your clients seek the most interaction? On the website? On your social platforms?
What are the user pain points you´re looking to address?
Where do your users normally go for help?

Once you answer these specific questions and are clear on your target audience you can program your chatbot to answer their needs in the best possible way. Integrate your bot on the platforms your users normally use and ensure a higher adoption rate.

4. Which knowledge base will the bot use? 

A bot is nothing without access to data, including from your website, existing database and documents, partner sites or other sources.

As part of your chatbot strategy you´ll need to think about the sources of information to make available to such bot. What exactly do you want the bot to do? This might include the clients history, information about the product/service and the clients account information if they have one.

Now you´ve thought about what sources you want to make available to the bot, you now have to think about how they will access it. Will you use an open API, will they be able to openly access the information to pull out in case a user asks them for it? Or will your clients need to put a password to access such data?

5. When will the bot have to refer to their human counterparts? 

No matter how smart a chatbot, they will always have to refer to a human at some point. If a user were to ask your bot a question outside the bot’s subject matter expertise and instead of responding with “I don’t know” or “I don’t understand” they should have a response similar to “I don’t have that information, click here to speak to a real person or customer representative.”

Therefore, it´s important you decide on these specific limits and determine the questions that will trigger a humans interfenance, including;

 

  • The request of a phone call or video chat to discuss the product more
  • The use of complicated language or slang, or words that the bot determines as angry or frustrated
  • The asking of a question the bot doesn´t understand and the several failed attempts of answering it
  • The asking of the same question many times
  • The misspelling of words or phrases multiple times

Here, natural language processing and machine learning play an important role, for example the user may describe their problems in longer sentences instead of using the exact words. The bot needs to be able recognize what’s happening and then pass the customer over to a real person.

 

Another important aspect to remember is how obvious you want it to be that your users are speaking to a bot. Perhaps you want to offer a completely seamless and human-like interaction, or you want them to know they are speaking with a bot and can speak to a real person if necessary, either way, these are all things to need to anticipate beforehand.

 

Here at Brintia we are experts in implementing Chatbots and Virtual Assistants, so whether your looking for a Chatbot to support your Customer Services department, you want to implement a marketing campaign using Facebook integrated into a Chatbot or want to showcase your product portfolio in a completely new way – talk to us today for a no obligation assessment.