Conversation flow is the easy development of ideas and responses in a conversation. It is a natural exchange of invitations and inspiration for discussion, which makes communication pleasant and enjoyable.
A developed personality can breathe life into your chatbot. Kind of like an interesting real-time interaction with a live agent. Consumer surveys show that individuals expect bots to possess human-level conversational skills – from humor to intelligence.
Your chatbot can provide the first impression of your company, and obviously, you don’t want it to be inept. If your bot speaks and performs well, it could ease the workload off of your agents and create a positive brand perception. Exceptional chatbot expertise drives higher client engagement. If you’re trying to find a chatbot-style guide to constructing an associate attention-grabbing chatbot experience for your customers, look no further.
In this blog, you get several tried and tested techniques for building conversational interfaces and personas.
Conversational interfaces firmly crawled into our lives. Remember last time you called your bank, and the automated voice assistant asked you to make phrases rather than the dial pad. We comfortably speak to Alexa like she’s a natural person standing in our home. Indeed, we’ve come a long way from “You’ve got mail” beeping on our cellphones.
Conversational AI, commonly known as chatbots, sets the intelligence bar high, so scripts require extra care.
In the age of personal assistants like Alexa and Siri, personality modifies a terrific bot’s everyday experience. Personality is what makes a conversation with a bot impactful and appealing. Increased customer traffic means increased customer retention. With the exponential growth across various platforms such as on Websites and mobile apps, messaging apps like Slack bot, Facebook messenger bots, and WhatsApp Chatbots are here for the long run.
A Conversational UI gives the privilege of interacting with the computer on human terms.
The design process and a conversational flow that doesn’t feel robotic can nurture long-term brand loyalty and drive user adoption. Thankfully, with Artificial Intelligence (AI) and Machine Learning (ML) advancement, giving chatbots a human touch is not a far-fetched dream. Organizations around the globe are leveraging the power of Natural Language Processing (NLP) and predictive analytics to intelligently understand the conversations and the intent of the customer’s needs.
Your chatbot’s persona helps you determine the writing style, tone, writing style, maturity, and politeness you’ll use in your writing. Its nature doesn’t have to be too compelling; your chatbot could be as plain as a snob but should be an effective describer.
The chatbot has to be believable and compelling; try connecting it with your brand. Using AI tools like Predictive Analysis, bots can gather the trends of the user and assist him with his level of humorous reply.
One of the essential aspects is to determine your chatbot’s purpose. That’s right, just because your chatbot isn’t human doesn’t mean it won’t serve a purpose.
One of the precursory steps of chatbot implementation is to determine your chatbot’s true intent and functionality. Analyzing what issues your customers and visitors face and how you can use this channel to bring awareness and make their lives easier is imperative.
With having an exact idea of why your company delivers, a chatbot can prove to be one of the most desirable asset to your business. While it can transform your customer service practices by automating ordinary tasks, you need to know and assess if your bot is answering time-sensitive questions, selling things or if it aims just to provide a fun experience for your visitor.
Before designing your bot, you should be asking questions like-
♦ Does your chatbot assist customers with their purchases, or will it serve as a normal greeter?
♦ What will your audience use it for? Rapid tasks like checking a train’s status or for long-term goals like fitness tracking?
♦ Will it regularly send reminders to users or pop up now and then to celebrate or congratulate when they meet a goal? Or will it just be a hit it and quit it type of deal, like checking game stats or weather updates?
For example, I’m creating a chatbot named Jumbo. It’s a personal assistance bot that lets users schedule and modifies their appointments as well as helps in viewing orders.
Jumbo’s duties includes:-
➡ Greeting users with a warm gesture.
➡ Asking users the service they need ( appointments, schedules, meetings, etc.)
➡ Sending appointment reminders via push notifications.
➡ Modifying appointment time and date at the user’s request.
➡ Cancelling appointments.
Another essential thing to consider when implementing a chatbot is understanding your audience when developing a chatbot persona. If your significant demographic is 25-50 years old men, giving it a teenage feel wouldn’t be appropriate. It is always a good idea to emulate the personality of one of your existing service employees.
For example, if you implement a chatbot for a cleaning service, you could add playfulness to your persona. On the other hand, when you create a chatbot for a law firm, the tone can be more professional and ‘high-end’. Not to forget that this chatbot persona must match the persona of your other communication channels of the same organisation.
Giving a name to your chatbot adds another touch of personality. Make your bot stand out by naming it something unique, something that says something about your brand. When your bot introduces a conversation, it creates the impression that a customer is receiving an immediate help from a service representative.
It is a proven fact that human beings love a personal touch to things.
Most people appreciate a chatbot that shows empathy in their responses. A simple acknowledgment of their issue can go a long way, reiterating to the user that their voice matters and finding them a resolution is your company’s top priority.
In messaging, replies are short and crisp. The elements that we at oodles usually use in a chatbot conversation are:
♦ Asking: To seek or engage information. It helps to keep the conversation lively.
♦ Greeting: Start a conversation with hello. Formality is dependent on the relationship.
♦ Informing: Giving information that is either pertinent or requested to the conversation.
♦ Checking: Testing the user’s understanding and restating details and information for clarity.
♦ Suggesting: Presents the user with appropriate options and choices.
♦ Error: When a chatbot fails to fulfill a request or understand the query.
♦ Apologizing: Politely acknowledging the chatbot’s shortcomings. It should be brief and serve as a bridge to alternative solutions.
♦ Conclusion: A clear and crisp end to a conversation.
Another proven method of giving personality to the bot is by adding emojis and gifs to your conversations. Compelling user research shows that roughly 22% of the messenger chatbot end-users emojis in their conversation flows. Adding a touch of emotional intelligence to Artificial intelligence enables us to detect intent and emotions from a conversation and to respond accordingly.
Even a human customer support agent can get flustered when shot a question out of the blue but best practice entails assuring that the visitor’s questions are valid and a resolution will come. Similarly, when a bot is thrown at unknown user input, it must still be able to offer a reply, or find another way to direct the user to the right person. It is never a good user experience to say “I do not understand” and abruptly end the chat.
While the goal must be to cover all possible use cases, to provide visitors with a great customer experience, AI-powered bots today allow training to ensure it can understand what people are asking, also known as the “intent” and respond with the most relevant solution.
Building a chatbot with a personality can seem like a daunting product design task at first, but while it is a complex task, it is well worth your time and effort. A chatbot that goes with your target audience is a key step in UX design and we’re here to help. If you’re interested to learn more about building strong and striking chatbots, feel free to get in touch with us.