Chatbots are here to stay. And while we can all see the benefits of using chatbots in our various enterprises, there are some concerns about design issues. Ultimately your main concern should be your customer and how they feel about using your chatbot. So keep your customer experience elevated by avoiding these common pitfalls in design.
3 Common Chatbot Design Issues
You may have had one or more of these issues with your current chatbot or one that you’ve used as a consumer. But, if you are just starting out, here are some problems to avoid early on in the design process.
- Broken Script: You may have had the experience of being stuck in the endless loop of dead-ends in an interaction with a chatbot. Even the best chatbots cannot predict the thousands of potential word combinations that customers may put together. But some bots are better than others when it comes to getting conversations right.
- Transparency: Many people are leery of interacting with a chatbot for fear of exposing personal information. Some people aren’t comfortable putting things in writing, because they don’t know where that data will end up. How can they be sure that the chatbot is part of the company’s website and not some third-party?
- Impersonal Interactions: Now more than ever customers are looking for empathy and connection. Chatbots are designed to increase productivity, but the interaction it has with your customers can sometimes feel robotic (even though it is a bot, we want it to feel like a person).
7 Best Practices For Chatbot Design
To avoid as many pitfalls as possible, here are some helpful tips to keep in mind while you are creating your chatbot (or boosting your current chatbot to the next level):
- DO use a suitable chatbot platform. Determine the types of features you want your chatbot to have. Take the time to study the market and the options available for your business. Complexity and quality vary greatly; be aware.
- DO leverage deep learning on artificial intelligence. Your goal should be to develop a chatbot that is dynamic, flexible and constantly improving
- DO aim for human-like conversation. A strong chatbot should be able to understand small talk and the common slang used in our language. If you already have a chatbot developed, take a look back through your chat logs to see if there are any common phrases that your chatbot is not understanding or responding to improperly. Then re-train your bot to better understand your customers.
- DO build trust. Whether you are transparent about using a chatbot or not, you want your customers to feel safe in the conversations they are having. This could involve including a message from your bot that outlines the security measures in place to protect their information.
- DON’T make your chatbot too “chatty.” While you want to mimic human conversation, ensure that your chatbot is direct and to the point. The benefit of a chatbot is that it solves the problems your customers are having. But customers don’t want to spend time answering unnecessary questions about how their day is going.
- DON’T overwhelm your customers with too much information. While you may be proud of the chatbot you have developed, keep in mind that it doesn’t need every bell and whistle to be effective. Also, remember that most users will be using a smartphone to access your chatbot so they will have minimal screen space.
- DON’T set expectations that are too high. You are not going to solve every problem that your customers will ever have. So don’t be discouraged if there are things your chatbot can’t do. Be realistic when you set your use case and accept that even if half of the problems are dealt with, you have done a great job.
You Need This Advice if You Are Designing a Chatbot
You may feel overwhelmed at the thought of all the things you have to keep in mind while designing a chatbot. In order to avoid the potential pitfalls, consider reaching out to a highly trained Chatbot Consultant. These consultants have tried and true processes in place to ensure quality the first time.
Chatbot consultants can save you time and money.
If you want to connect with a Chatbot Consultant to avoid problems with your chatbot, reach out. One of our highly trained Chatbot Consultants can answer all of your questions in a discovery call.