If you want your business to succeed, you will constantly need to swing along with the newest trends. On that note, chatbots are among the most famous marketing tools in the industry today, helping build good communication between business and their customers.
Chatbots are very useful if you’re looking to enhance your customer’s experience by solving their queries, decreasing human workload, remote troubleshooting, etc.
Chatbots can be simply defined as marketing and automation tools that are designed to interact with people and perform human-like conversation to assist them. These bots may use Natural Language Processing (NLP) or/and audio analysis techniques to communicate, making it sound more humanoid.
Entrepreneurs and organizations highly recommend AI-Chatbots in their business. Such tools continuously learn about customers’ interactions, behaviour, thought process, etc from their previous conversations. Ultimately, makes them smart enough to handle complex future discussions and queries without needing human assistance.
However, using a chatbot that will help you in your business is not that easy. Chatbot development is a much complex process and needs to be planned smartly post implementation.
Here, I have a complete guide that includes practices that can help you with chatbot development projects for your business.
You will need to understand and figure out what exactly you want from your chatbots and what difficulties you may face while training them before you can proceed.
Set Goals & Assign Roles
The very first thing you will need to identify is why you need a chatbot? For example, you may need a chatbot to get more conversions from your online store or you may need it to send important notices to your users that lands on your website, etc.
Once you find your answer, you would have a clarity in your mind before getting started with the development. You would understand by then; what would be its role in your business.
Understand Your Customers
Knowing your customer becomes a crucial role while developing chatbots for your business. The more you know about your customers, the more reliable your bots will be. You will need to understand the traffic background that will drive into your website and the questions they might ask.
You can get an idea about your customers from previous conversations and set your bots to respond to their queries quickly.
Designing A Conversational UI
While developing your chatbot for business, you will need to create a content model for the conversational flow. For the same, using a Gantt chart creator could be of great help in effortlessly organizing your conversational design model. When you start working on the model, you can begin with writing requirements on the Gantt chart (with priorities marked), and going further, you can make a whole design and plan ready on the same. This might seem challenging, but it would be totally worth it as when you have a clear picture on your Gantt chart of how the content model needs to be and what the priorities are; it becomes easier to create it flawlessly.
Humans can ask the same question with different tones, and your bot should be smart enough to answer them wisely. Therefore, the most important thing required during chatbot development is planning and implementing the suitable content models which will resolve the majority of customers’ queries.”
A Conversational User Interface helps the user to speak to the bot and tell them what they want and lets the bots understand the customers they are referring to. It gives them the freedom to understand the tone or way the customer conveys their queries, rather than sticking to word based training.
Recording Previous Conversations
References help a lot while creating content. Similarly, the reference does play a key role in training your bot. You can record the previous conversations or interactions and work as references for training your AI-based bot.
If you don’t have any such interactions, you can pick up people from the same region or same linguistic background to help your bots get a more precise and realistic response.
Hence, collecting old chat data or interactions with your customers becomes important while developing a Chatbot for your business.
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Right Development Approach
Identifying words and understanding the question’s intent always becomes important as different bots have different approaches to tackle customers. The chatbots use two methods to cross these hurdles — Responses based on the rule and Machine Learning.
The chatbot uses machine learning while responding to complex questions about what they’ve learned from previous chats and conversations. These answers are much realistic and intelligent, as the chatbot knows the customer of earlier interactions.
If there’s no chat history, the rule-based response comes into action, where the chatbot responds with answers related to the identified keywords.
Final testing is important before the implementation of chatbots. Continuous revision of components like NLU(Natural Language Understanding) must be reviewed and checked to get more accurate results.
We recommend appointing a team that will continuously test the chatbots and make improvements to make your bots more interactive.
You can also ask for feedback from your users and insight into how your bots are doing. This feedback also helps in improving your bots time-to-time.
The world is very fast in the current generation. People need quick responses to their queries rather than sending an email or message and waiting for their replies. In such scenarios, chatbots have come out very effective, as they provide quick responses 24*7 and even help you save your time engaging with your customers.
Furthermore, if you have any doubts regarding the above topic, please let us know in the comment section below!