oday I was a testimonial for @Eudata at the Laboratories organized by #CMMC.
The discussion with sector stakeholders with different experiences is always interesting and constructive.
Here is an excerpt from my speech. I’m waiting for comments and additions!
Thanks in particular to @Mario Massone for the organization.
Customers or prospects often ask us for advice on creating the perfect chatbot.
Here, we are only on the first line and we have already found an obstacle.
Perfect? What does perfect mean? Perfect for whom? For the company, for the customer, for the channel used?
And besides, is a chatbot perfect and stay like that forever? What big words!
Let’s start again: let’s try to understand what are the points to think about to create a good chatbot.
- Do you really need it? Yes I know, if you are reading this article it is because you think so. Then know that you need it if …
- You have a clear goal. The chatbot is not an all-rounder, it supports some established processes and functions. Thinking of a simple way, in steps. Which function performed by another channel or person could be delegated to a chatbot? A rule is: a function in which 80% of the requests concern 20% of the possible causes and are therefore repetitive. And where human intervention is only residual. Having information, changing a password, changing an airline ticket are just a few examples. Who to involve? Pay attention to the Line of Business that takes charge of the project. Agree with them on the goal and try to keep it.
- The contents are important: what are the sources to use? Who governs them? Where are the experts? What the chatbot will say must be correct and complete (to the extent necessary to be useful). Build your knowledge base and manage it over time.
- Attention to the personality of the chatbot: what the chatbot will say must be clear and aligned with what your company communicates via other channels. Not just that: the chatbot is often “humanized” and acts as an additional employee of your company. It must have a name. It must respect company values, the way in which it is expressed, the language, the tone of voice. Keep an eye to coordination with the Corporate Identity, the brand image, the corporate Tone of voice. Here you need marketing and communication. An example: if your website is institutional, based on solidity, we cannot create a chatbot full of emoticons or playful sentences. Customers would be displaced. The chatbot will have to be more informal, but keep the authority of the website.
- And then the recipients. Who are they? What is their profile? Are they internal or external to the company? and ….
- Where are they? The channels on which to activate the chatbot must be those that normally use the recipients. Do not try to move your customers or employees. Remember that for this point it is probably to involve IT.
Keep in mind: objective, content, personality and channel determine the user experience.
This means that one of them depend on another one. Have a 360 ° view.
Last but not least, every company functions must be engaged and have a commitment. If the chatbot is someone’s toy, it won’t work!
To end up, here a consideration: a chatbot is a living creature. Don’t think about making a complex chatbot right now. It can evolve over time without interruption. Analyze the data, make changes, add dialogues. If you have a survey, monitor the results and try to follow the suggestions that users leave you.
Remember: those who leave you note have spent their time to give you a hand. Listen to them!