how to choose a chatbot

Chatbots are essentially computer programs that can interact with humans over the internet in a way that feels like a natural conversation. Using them within your business can provide excellent customer service, all while saving time and money. Chatbots are becoming more popular within a variety of industries. In fact, 67% of consumers worldwide used a chatbot for customer support in the past year.

how to choose a chatbot
Image by Gerd Altmann from Pixabay

5 Tips on How to Choose a Chatbot 

If you are wondering how to choose a chatbot, keep in mind that not all chatbots are created equal. So, here are some things to keep in mind when choosing a chatbot for your business.

  1. Figure Out What Problem You Are Trying to Solve 

Selecting a chatbot isn’t a one-size-fits-all task. Every business brings with it a variety of problems and industry-specific concerns. Take the time to understand your customers and the buyer’s journey they are on. Take some more time to meet with other business units and determine what needs a chatbot could meet. Define one use case for your bot.

  1. Determine Whether or Not Your Chatbot Will Need to Support Multiple Channels

There are a variety of platforms that your customers could use to access your chatbot. As you choose your chatbot, you may want it to incorporate different social media and online apps. Knowing your platforms at the outset of the project will ensure smooth and consistent service to all customers. 

  1. Build Your Chatbot so that It Knows When to Interact with Customers 

An intelligent chatbot knows precisely when to start interacting with customers. No one likes being badgered the second they start browsing on a website. But you also don’t want customers growing frustrated as they search for the ‘help me’ button. Take some time to work with your team on the right balance for your bot’s first appearance.

  1. Build Your Chatbot so that Success Is Automaticalled Measured

You need access to a graphical user interface (GUI) that lets you measure how well your chatbot works. As a bonus tip, make sure you know what KPIs you’re using to determine success. Otherwise, it’ll be difficult to tell if the chatbot is adding value and meeting your expectations. 

  1. Create Your Chatbot with Trained Professionals 

Designing a useful chatbot is not an easy task. Engage with chatbot consultants who have experience building a variety of chatbot solutions. Not only will they ensure efficient use of resources, but they’ll also help you navigate the different types of chatbots and which is best for your company’s use case.

80% of the respondents of chief strategy officers, senior marketers, and sales executives are already using chatbots or planned to use them by the end of 2020.

From Low to High Complexity: 3 Varieties of Chatbots

Small – DIY Chatbots

It is possible to DIY a chatbot for your business, and it does present some savings.

These simple chatbots are also called Discovery or Basic Chatbots. While DIY chatbots are typically free, they do present some disadvantages, such as limited ability and a higher risk of failure. Budget chatbots have been known to fail because with minimal programming, they can only respond to simple commands. 

These companies can help build DIY chatbots for a low price point:

Medium – Transactional Chatbots

A transactional bot interacts with customers to help them conduct transactions, like shopping, paying bills or booking flights. These types of chatbots typically cost between $10,000 and $30,000. This level of chatbot is typically rule-based. There is a predetermined set of questions/answers. If there is no defined answer, a rule-bot can’t answer the question. They are limited in the types of conversations they can have with customers. 

These companies can help build chatbots for a mid-range budget:

Large – Predictive Chatbots

Predictive chatbots, or conversational AI chatbots, are built to predict customer intent and offer specific help or advice. Building predictive analytics into the AI agent allows it to recommend products and services for customers before they ask for them. With AI chatbots, they are set up with a list of rules but are programmed to learn from each interaction. This means that they are continually improving upon the quality of their answers. The cost of these types of chatbots ranges from $40,000 to $100,000.

These companies can help build chatbots for an upper-range budget:

If You Are Feeling Overwhelmed at all the Choices – Read On!

Good news – you don’t have to do this alone. A chatbot consultant can help. From the outset, chatbot consultants are there to manage the project, liaise with the right developers for your project and provide all the training and maintenance required.  

Chatbot consultants can even help with the following: 

  • Education about chatbots
  • Determining a specific use case
  • Structuring your bot’s conversational style
  • Writing conversational copy for your chatbot
  • Measuring chatbot success with KPIs


Are you interested in transforming your customer service using a chatbot? Get in touch with a Chatbot Consultant today to have your questions answered!

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  1. […] some very simple use cases, the decision tree chatbot approach may work. Examples include capturing leads after a webinar, recording sign-ups for an […]

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