Sirwin
Sirwin
10 Tips for your chatbot

10 tips for your chatbot


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THE 10 LESSONS LEARNED


Reply's experiences and market knowledge have led to the identification of best practices and the characteristics and activities to be taken into consideration in the design of a successful conversational interface, shown below.
It is important to first define the initial scope of the questions that the bot will be able to process and to which it will then be able to answer efficiently. During the interaction with the Chatbot, the user must be properly informed about the input that the bot expects and the options available to him.

The coherence with the context (context keeping) represents one of the winning characteristics of a Chatbot. However, the use of too technical or contextualized language makes some operations confusing or difficult. Fostering linguistic clarity over elegance is preferable, in order to reduce the possibility of misunderstanding of meaning during user-bot interactions.

Giving the bot a specific personality is one of the key factors for its appreciation and success. Personalizing and "humanizing" conversations can make the bot more credible for end users, increasing the chances of creating a human-machine empathic bond.


It is important to favor friendly, empathic and informative communication. Companies are taking advantage of technological advances by providing more and more “emotionally intelligent” artificial intelligence solutions, aimed at finding new opportunities and gaining people's trust, for example in relation to more sensitive topics. A fundamental aspect that should not be underestimated is in fact the creation of a relationship of trust by the user towards the bot. The use of "reassuring and professional" humor is often advisable to engage the user more and to make the interaction with the Chatbot trust-based.

The feeling of familiarity and pleasantness generated by anthropomorphic bots and automatons increases as their similarity with the human being increases to a point where extreme realism produces a sharp decline in positive emotional reactions, arousing unpleasant sensations such as repulsion and disquiet. . It is therefore of great importance to preliminarily and correctly define the degree of similarity of the personality and behavior of the bot in the interaction with the user, to avoid entering the "uncanny valley".


In order to improve the user's customer experience, it is necessary to think of "frictionless" interfaces, aimed at reducing the complexity and misunderstandings during the interaction with the Chatbot.

It is advisable to pay attention to the length of the messages so as not to lose the attention of the user, who often, in the case of a "wall of text", is inhibited and does not continue reading. It is therefore advisable to plan a maximum number of characters per message (for example, equal to a length of about 3 lines on a mobile device) and avoid the need to scroll to read the bot message.


The use of "conversational makers" during the conversation can direct the user during the interaction with the bot and provide an indication of the status of the conversation. In particular, "conversational makers" are keywords that allow the user to better understand the conversation and make sure that the bot has actually understood a request. Examples include: sequence and timeline indicators (such as "First things first," "We're halfway there," and "Finally"), acknowledgments (for example "Thank you," "Got it," "Okay," and “I'm sorry”) and positive feedback (like “Great job !,”, “Glad to hear it”,…).

For companies it is advisable to aim to integrate their Chatbot service into Apps that are usually used by users, without forcing them to download new ones. It is not necessary to invest money in order to attract users to the company's ecosystem, but it is often advisable to hijack users where they are already active, such as messaging apps or social networks (Facebook Messenger, Skype, etc.).


Where it is necessary to direct users outside of already used messaging platforms (such as Facebook Messenger), it is advisable to use web views and extensions. For example, Facebook offers web views and extensions that offer a customer experience similar to that of the classic Messenger thread, giving the impression that the conversation is continuing within the Messenger App. A good practice is also to transfer the information provided by the user in the interaction with the Chatbot also on the redirect page, to create a sense of continuity and avoid the loss of the Customer.

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Leonardo Barbieri
Leonardo Barbieri

Junior Web developer who want to share ideas and content


theworldofinformatic
theworldofinformatic

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