3 minutes, 15 seconds read
Published on Nov 13, 2019
Updated on Aug 3, 2020
Chatbots are the assistants of the future and they are taking the Internet by storm. Ever since their first appearance in 1994, the goal was to create an AI that could conduct a real dialogue with their interlocutors. The purpose is to free up customer service agents’ time so they could focus on more delicate tasks- which require a more human approach.
If you are thinking about including a chatbot on your website, here are the things you need to keep in mind to boost customer engagement and deliver high-quality services.
Define your audience
First things first- think about who will be interacting with the chatbot? Who are your customers? How do they talk? How can you address them in a way they’ll enjoy? How can you help them?
For instance, if your company sells clothes that are mostly designed for young adults, using a less formal tone will be much more appealing to them.
Lisa Wright, a customer service specialist at Trust My Paper advice: “Customer service calls are usually recorded, so listening to a few of them can be a good place to start designing your chatbot’s lines of dialogue.”
Give your bot some character
People don’t like to talk to plain, simple robots. Therefore, giving your chatbot some personality is a must. Some brands prefer naming thei