A quick disclaimer: This is not an out-the-box recipe for success. All chatbot projects are different, hence thorough research and a well executed design strategy is needed to create successful chatbots.
Here is a commonly seen mistake: B2B digital service companies tend to go out and talk to clients on a management level - but often neglect to talk with the end-users and the ground floor employees that are actually dealing with the end users. The middle managers often think they know a lot of the questions that the users might have, and therefore, it can feel like the easy solution to just implement a chatbot solution based on their inputs and perspectives. This might give you a chatbot that can deal with the most frequent customer request by providing the right answer, but the truth is that you have no idea if the chatbot provides answers that resonate with the users, relieves their actual pains, lives up to their aspirations and in general provides an awesome experience. You can only get to know these things if you go out and talk to the users. Our approach to do so is ethnographic research, where we use different qualitative methods such as interviews or workshops with end-users and the employees that usually meet them. Or observation of how the business process is currently working to understand what you are designing for. That could be listening to a call-team when they do customer support, or observing how visitors use the museum if you are to develop a museum chatbot-guide 😉.
Software integrations are the enabler of awesome chatbots (that not said, that they can’t be awesome without them). If you can make the chatbot utilize the existing technologies that the client is using, then you can make life much easier for them and automate much more of the business process that the chatbot is supporting. Imagine a marketing chatbot that can automatically create leads in your CRM-system or even sign the user up for the product. Or an HR chatbot that can both reply to simple HR-questions, but also help the user create, update and resolve tickets in the HR-system. The possibilities are endless, but it takes a bit of both technical savviness and understanding of how and where in the user journey that the client is using the different softwares. A good tip for acquiring this information is to use blueprinting as an active research tool in the early chatbot development process, and initiate a discussion early about how the different softwares that the client is using can be accessed.
When building a successful chatbot, you have to think of it as a product of the user-request. That is both the strength and the pain of conversation design: The user experience is defined 100% by the mere acceptance and satisfaction of the answers that the chatbot gives - or the lack of it. It is important to always analyze and measure the performance of the chatbots and adapt it accordingly. For the same reason, the first live stage shouldn’t be seen as going live with the final product. Instead it should be seen as a functional prototype that will help you improve the final product, as you learn from the users in real time and can analyze how they navigate the chatbot, what kind of questions and topics they ask for, along with their tone of voice and formulations when talking to the bot.
Like all great things in life, building a great chatbot takes time, patience, and an understanding of the problems it is meant to solve. It is an iterative process, which starts with identifying the problem, understanding the business needs, understanding the technology stack of the client and then testing. In the end, the more “human-like” a bot is the better customer experiences we can deliver.
We guess you're thinking 'does this really work??' We get it, and that's why we're offering you to kick the tires with a chatbot trial.
You select the use case, and provide your frequently asked questions. Then a designated chatbot operator from our team configures and trains your custom-built chatbot within 7 days for you to try out for a month.