Month: May 2021

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We only have a few seats available!

We are just hours away from the start of the Chatbot Conference and Certified Workshops.

We are almost sold out and only a few tickets remain on Hopin. If you haven’t registered this is the last chance.

We hope to see you on Tuesday!

So what’s new?

We’ve taken our certified workshops to the next level!

We partnered up with the best teachers, so our workshops are now taught by Google, CoCoHub, Conversational Design Institute and BotCopy!

If you haven’t registered, this is the perfect time to sign up and save your spot.

3 Day Agenda

• On-Demand: Available Now
• May 25th: Chatbot Conference Online. Network with the top industry speakers and leaders.
• May 26th: Certified Conversational UX Workshop with Conversational Design Institute & CoCoHub
• May 27th: Certified Dialogflow NLP Workshop with Google & Botcopy.

Looking forward to seeing you at the Conference.

See What Past Attendees are Saying

3 Reasons you need to Attend:

1. Save Time: Discover how Enterprises are using Chatbots, AI and Voice from Top Industry Experts. Attending our events puts you in touch with Top Experts in AI, Bots , Voice and saves you a lot of time and trial and error.
2. Certified Workshops taught by Google, Conversational Design Institute, CoCoHub & Botcopy: Learn how to Design and Develop Chatbots and Voice Apps in our full day workshops. Workshops like this typically cost between $2,000 — $5,000. Workshop details below.
3. Networking & Virtual Happy Hour: We have digitized the networking experience! In our upcoming event, you will be able to virtually network with speakers, attendees, vendors and exchange contact information with the click of a button.

More Reviews

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Less than 48hrs to Go! was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Banking Chatbots: How Does Omnichannel Digital Banking Enhance CX

Like every other domain, banking is increasingly looking at digital transformation as the foundation for resilient and profitable future operations. According to Gartner, the adoption of digital technologies is the most significant trend in the banking industry. Successful digital transformation stands on four pillars; customer experience (CX), technology, workforce reskilling, and process innovation. The last three pillars are the tools to enhance the ultimate customer experience. Banking chatbots are proving to be critical contributors to the elevated customer experience by enabling omnichannel banking. This article will examine how banking can benefit from enhanced CX through omnichannel digital banking. It will also discuss how banking chatbots can enable omnichannel digital experiences for growth.

What Is Omnichannel Digital Banking?

Today, most businesses have multiple platforms. While a customer might first interact with a company on their website or through social media, they might reach out on the phone or through a chat or video app. While business owners may have separate teams for each customer touchpoint, one of the most exciting business trends is the Omnichannel approach. The omnichannel strategy means that businesses can create uniform touchpoints for customer engagement and transactions regardless of digital channels. It also refers to the idea that companies should provide customers with a seamless experience as they move between channels.

What are the critical drivers of omnichannel digital banking?

Businesses must look beyond traditional communication channels and consider the customer’s preferences and digital habits to build a truly “Omnichannel” customer service experience. Today’s consumers want an engaging and immersive experience when transacting with brands, and they are willing to take their business elsewhere if a brand does not provide it.

Such changing preferences are why cross-channel engagement is the future of digital banking. Many banks are already scrambling to provide their customers with a seamless digital experience. Still, to be successful, they need to build a robust environment that can support a wide range of channels and interfaces to enable cross-channel customer journeys. Let us examine some of the critical drivers of omnichannel digital banking from customers’ and banks’ perspectives.

The Customer Point of View

Customer demands are evolving as technology evolves. Lifestyle changes also impact customer needs and expectations. These changing expectations are driving the new-age banking. Some of the critical factors of the customer experience are;

Ease of information access

Customers today expect a lot. They wish to access information quickly, compare different products, and have their questions answered instantly. And with technology taking over, they expect it to be available on their phone, on their computer, at their fingertips without any delays. It’s no longer enough to have your information available at a physical bank location; it needs to be available on-demand on all the devices your customers use. The customers also expect the information to be relevant and understandable as today’s banking products can be complicated.

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Real-time updates and support

Today’s customers want transparency, and they want to know what’s going on at all times. They expect real-time, proactive updates and support through all the banking channels. With the advent of social media, customers increasingly demand real-time, proactive updates on their financial transactions and queries.

Personalized services

Customers have come to value relevant information that is tailored to their unique needs and requirements. Trying to find what they are looking for from a maze of options and data diminishes the experience and reduces the engagement. They need filtered information that is directly related to their queries and problems.

Security

Privacy and security of information and transactions is another vital aspect of customer experience. With technology being all-pervasive and a massive amount of customer data being collected, customers value the trust banks can provide in their digital interactions.

Banking Challenges

Sustainably address customer experience demands.

Given the changing customer expectations, banks face a significant challenge in meeting the demand since many legacy systems that the banks use may not support these challenges. Banks are trying to address this by designing and deploying new technology solutions to serve customers more efficiently and effectively.

Optimize operational costs

While the banks must meet the increasing demands from customers, they can not do it at the cost of operational efficiencies. In a fast-changing business environment, banks need to remain agile and handle customer interaction consistently.

Obtain a competitive edge

Efficient customer experience and agility through automation are two critical areas that will provide banks with a competitive edge through digital transformation. It is not only essential to innovate but also essential that those innovations reach customers. The digital solutions that the banks choose play a vital role in such execution.

Ensure risk-free banking transactions

As the influx of data increases, it becomes challenging for banks to ensure that they mitigate the risks and frauds. The data comes from multiple channels across different time points, ensuring consistency and documentation accuracy creates a considerable challenge.

Why is Omnichannel important?

Customers are using multiple devices.

As digital technologies penetrate every sphere of life, the variety of devices to access banking services also increase. Having a shared computer per household was common earlier, but that’s no longer the case. At the minimum, you can assume at least a couple of devices for every customer. According to Google research , 98% of Americans use multiple devices on the same day. Many customers start the journey online using the desktop web and then use mobile devices to complete transactions.

Customer-centric approach

Omnichannel banking refers to a way of interacting with a customer where they can choose anytime, anywhere, and any device. The idea is to allow customers to determine both the physical channel and the communication channel convenient for them, whether in-person, over the phone, or on a website or a mobile app. The omnichannel idea is that the experience is consistent across all digital channels, regardless of the customer’s channel. This idea includes each channel’s benefits and the customer service and support provided through each of them.

Better Customer Experience

While there are challenges to creating a consistent omnichannel experience, it brings much value to the banks. The omnichannel experience provides an optimal strategy for banks to fulfill customer expectations while ensuring optimal operations and banking services. By being where the customer is when they want to avail of your services, banks can provide better customer acquisition and retention. The ease of access to information and transactional services ensure greater customer satisfaction.

Better Customer Insight

With an omnichannel approach, banks can better understand customer intent by leveraging multiple touchpoints to learn more about customer preferences and behavior. There are numerous ways such learning benefits banks. By having deep, data-driven insights into how each customer interacts across channels, banks can better personalize the experience. Customers appreciate information that is specifically relevant to them. Personalized experience increases engagement and loyalty, thus ensuring customer retention. However, by identifying specific products and offers for individual customers, banks can create further upsell and cross-sell opportunities, thus directly driving the growth.

How does Omnichannel Strategy Through Banking Chatbots Elevate Customer Experience?

Fortunately for banks, the evolving technology eases some of the pain of creating a practical omnichannel experience. While the web and mobile apps became pervasive long ago, the technology was still inadequate to leverage the plethora of other channels. However, with the increasing ease of integrations, as well as the advent of simplified ways to adopt Machine Learning (ML) and Artificial Intelligence (AI) into routine banking operations, banks can now effectively meet the challenges of customer experience (CX). The omnichannel strategy is the crucial demonstrator of how the evolving technology can benefit banks.

Chatbots as primary drivers of omnichannel CX

While there are many components in the implementation of the omnichannel CX, are at the forefront. They ease the customers’ pain of fighting unfriendly technologies and a vast amount of data to get the information by utilizing the natural conversational patterns through chat options. According to a , over 32% of customers use 24/7 chat options to connect to their bank. In the background, though, they leverage the ML and AI algorithms to process and analyze a vast amount of data, gather and share insights, facilitate transactions, and ensure operational efficiency for the banks. By utilizing these technologies to offer an omnichannel experience, banks have reduced their costs by 30–40% in their middle and back-office operations.

Bank chatbots are versatile tools that provide touchpoints across various channels, including web, mobile, wearables, and even Automated Teller Machines (ATM). Without replicating individual development efforts, chatbots enable banks to reach out to customers using the most convenient and preferred channels. Banking chatbots can also handle complex tasks, including answering customer queries, providing information, and even recommending new products. The best part: they can do all of this while allowing a customer to interact with them in natural conversation patterns from any channel they choose.

They also leverage many communication channels, including phones, conversational interfaces, and other communication channels like , Slack, Team, and various other collaboration applications. Additionally, the chatbots enable a consistent experience across all these channels utilizing conversational AI capabilities to facilitate natural language and communication patterns.

Chatbots enable frictionless human-handoffs

There are times, however, when the customers prefer to talk to a human executive. The Google research indicates that customers switch between 2–4 screens and use voice & video calls with a person for transactions across the purchase journey. The banking chatbots also allow smooth hand-offs between these channels and even between the bank chatbot and human agents. The right omnichannel chatbots enable seamless interactions between digital and physical channels. Such hand-offs ensure that the conversation thread is unbroken so that the customers don’t have to repeat their queries and information. As the continuing threads provide faster resolutions, the bots help banks increase customer satisfaction while also maintaining efficiencies for their internal operations.

Customers can leverage these bots to access information and perform various transactions depending upon the implementation. The transaction can vary from simple ones like transferring the money between accounts to complex ones like managing the and other financial products.

Chatbots enable personalization

Banks can further optimize the customer experience by learning more about them through interaction across mediums. The data collection from disparate channels allows bank chatbots to have a holistic customer view. Through such learning, banking chatbots provide a personalized experience for individual customers.

Another critical aspect is the global reach of banks. As banks spread their operations across countries and regions, they need to extend the core experience across this customer base. Banking chatbots enable banks to tweak their services and offerings while still allowing consistent experience across the world.

The omnichannel capabilities truly enable anytime, anywhere access to the customers. It also allows banks to proactively reach out to, educate, and inform customers in a manner that ensures effective RoI.

All these factors combined result in better customer experience and engagement. The customers value the omnichannel experience because it offers them speed, flexibility, reliability, transparency, and care for their banking interactions. By optimizing the customer journeys to consider their digital preferences and convenience, banks can make a difference where it matters. An omnichannel strategy puts the customer first.

To Sum Up

As customer experience is becoming the differentiating factor that provides a competitive edge to banks, banking chatbots with seamless omnichannel experience becomes increasingly critical. According to a , over 41% of customers prioritize the CX for their buying decisions regarding banking. Companies with omnichannel experience are estimated to retain over 89% of their customers, against the 33% retention by those still not offering it.

These bank chatbots provide the banks with a way to grow through up-selling and cross-selling services and financial products through elevated customer experience. This growth results from a highly personalized digital banking experience that the omnichannel banking chatbots make possible.

With evolving ML and AI capabilities, and the rise of chatbot platforms, including no-code platforms like the one offers, it is relatively easy to roll out these enhanced capabilities. All you need is a futuristic strategy and an execution plan that aligns with that strategy.

Want to develop an Intelligent Virtual Assistant solution for your brand?

GET IN TOUCH

Don’t forget to give us your 👏 !

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Banking Chatbots: How Does Omnichannel Digital Banking Enhance CX was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Creating the best Alexa Skill Content: The secrets for an improved voice experience! Learn from +13K bad reviews

Launching a successful Alexa skill is dependent on an infinite number of variables-from content quality to content delivery network. The no. 1 component for which a user enables a voice app from his Amazon Echo device is the Alexa Skill Content.

For a Skill to become successful, apart from technical and code-related factors, the content it delivers has a great impact. Especially in the Alexa Skill Marketplace.

You need to pay close attention to the skills that your customers are using over and over again. We have found that the most popular Skills are those created by developers who have focused on meeting a specific customer need and providing useful Alexa Skills. Therefore, they are used by customers regularly, or at least frequently.

Key Findings

While focusing on understanding what works best for an Alexa Skill, we decided to focus our take on another perspective. Towards a better understanding of what makes a Skill scoring low on reviews.

We made this our focus considering that many brands, rushing to have their Alexa Skill published, left the skills with gaps in content quality and structure. We took under study more than 13K bad Alexa Skill reviews

This without considering simplicity and connectivity issues.

From our analysis, we were able to unveil 3 key findings when talking about Skill content:

1. The 4 main problems with Alexa Skill Content we analyzed.
2. The top 5 Alexa Skill categories reported containing bad content.
3. What users consider an inconvenient, inaccurate, and repetitive skill when it comes to content?

However, let’s take a deeper look so we can understand each category in detail.

4 main problems when it comes to Alexa skill content

Inaccurate and limited Alexa skill content are the main issues we encountered.

From a total of 22.36% of reviews complaints related to content issues, the ones complaining about inaccurate and limited data occupy the most of it, at 9.79%.

In categories like Food and Drink, Weather, Travel & Transportation are the ones where these problems are found the most.

Trending Bot Articles:

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2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

The impact of inaccurate & limited Information on your Alexa Skill

Mostly related to saving user data, retrieving necessary or requested information. These, along with inaccurate information or coordinates, limited voice app scope, functionalities, and information.

While most Alexa Skill publishers cannot fix all issues immediately, it is important to work continuously in order to solve them one by one.

If issues like inaccurate & limited content keep impacting an Alexa Skill for an extended period of time, it will cause severe problems in the future.

The average user might have one bad experience with a Skill, but it is unlikely this will prevent them from engaging with your skill again. However, if you fail to deliver a seamless and natural experience for your users, they may not engage with your skill again.

% of each category with inaccurate & limited information

As we have seen above, there are several categories of skills having a lot of negative reviews related to inaccurate & limited information and content.

The category with the highest number of negative reviews related to inaccurate Alexa Skill content is Food & Drink at 31,36%. Next comes Business & Finance at 13,33% and Health & Fitness at 11,02%.

Another factor to consider is the fact that for these three categories issues related to inaccurate content are the ones causing the most damage.

The majority of inaccuracy-related negative reviews impact mainly Skills about Food, Cooking, Health, and Fitness.

These types of Skills have issues with saving certain pieces of information or retrieving them when the user requests it. It can be for cooking recipes, health advice, dietary or training exercises, and programs.

However, we cannot leave apart Business & Finance. For this category, from a total of 33,33% negative reviews related to the content, nearly half of them (13,33%) belong to inaccurate information. Considering the kind of category, providing inaccurate information can make a user not use the Skill anymore right from the start.

As for the reviews related to limited information and functionality, the two most impacted ones are Weather at 59,14% and Travel & Transportation at 50,73%.

Considering the high percentage of content issues related to this exact topic, it is not one to be ignored.

How to solve these content issues?

To create a good voice experience, your skill must be tested across the entire experience — including the opening dialog, asking for commands, and offering response options.

Because of all the technological developments and intricate functions available in voice tech, delivering a voice experience that is natural and engaging for the user is no simple task. Alexa’s capabilities are available across a wide range of devices, so it’s important to test your skill across the entire experience.

But, this is only the first step at providing a pleasant Alexa Skill performance.

The use of Alexa Skill Analytics can completely change Skill ratings over time, benefiting both the user and the brand. From the Alexa Skill examples we examined, the ones providing accurate information are bound to reach higher Skill ratings. This translates to more users and larger brand awareness.

The same goes for the ones with limited content. Expanding the information you provide with several subcategories can be the key to success. Especially for the ones mentioned above.

Surely, expanding the information you provide will be technically harder, but it will also expand the user base you can reach.

Top 5 categories with bad Alexa Skill content

This report shows the top five categories with the highest total of negative content-related reviews.

This list includes Skills that offer daily needed content and entertainment like Music & audio, Weather, and News. But, it also includes Skills that maybe we might not use daily like Travel & Transportation, and Skills that offer Local content.

Bad content % for each category

Considering that these 5 categories include Skills that we use most, it is important to understand the impact that bad contact has on them.

• Music & Audio: 69,23% where 62,86% is related with inconvenient content.
• Weather: 67,74% where 59,14% is related with limited content issues.
• News: 66,96% where 59,42% is repetitive & out of date content.
• Local: 72,58% where 66,13% has to do with various issues of their content.
• Travel & Transportation: 54,36% where 50,73% is for limited content.

However, here are two things to consider:

1. For each category, there is a dominant issue that causes their high number of negative reviews.
2. Having content issues on a single subject makes it simple to improve your Skill ratings in the Alexa Skills marketplace

Why do Local Alexa Skills have 72,58% of reviews for bad content?

As mentioned, Local Skills have more than 70% of their reviews related to bad content. More specifically, 66,13% of these negative reviews complain about problems with lack of variety, options, and connectivity. To better understand what reviews complain about you can simply check Alexa Skills examples about local Skills in the Alexa Skill Store.

Local Skills will often be about Event Finders, Food Delivery & Takeout, Movie Showtimes, Public Transportation, Restaurant Booking, Info & Reviews, Schools, etc.

It is true that Skills for Event Finders, Movie Showtimes, and Public Transportation we might not use so often, but the ones about Food Delivery & Takeout, Restaurant Booking, Info & Reviews are used way more often.

Being so, a brand or company cannot afford to have their users not use their Alexa Skill because of minor issues.

These minor issues can heavily impact the user’s experience in the long term, and cause him to not use the Skill anymore.

With this said, improving an Alexa Skill Performance based on users’ feedback can be a good starting point. It will help to solve initially the most impactful problems and improve the user experience.

Once this is set on regular support, you can start expanding the options available for the user and adding variety to the Skill experience.

How to find a solution for each case?

As we noticed before, there is an important thing to consider when trying to improve our Alexa Skill performance. Is the fact that most bad Alexa Skill content reviews are related to a single issue.

This means that the work can be primarily focused on that exact issue.

For example:

In both of these cases, a periodical check of Alexa Skill Metrics can help in preventing or improving faulty content and features.

What is considered an inconvenient, inaccurate, and repetitive Skill when it comes to Alexa Skill content?

When it comes to Alexa Skill content, having an issue, however minor it seems, if left unchecked can cause a loss in users numbers.

Issues like repetitive or inaccurate content can affect the user’s experience heavily, and even cause them not to use a Skill again.

Considering this, let’s see in detail what we can learn from the collected and analyzed data.

Analysis on data

From the collected data we say for sure that the provided content has a great impact on most Alexa Skill categories and a fairly important one on the rest.

From more than 13k Alexa Skills taken understudy, distributed on 21 different categories, only for a few of them the content quality makes a little difference. Here we can include Skills meant for Smart Home control, Connected Cars, or Games & Trivia.

For the rest of the categories, content quality importance varies from a minor impact on user experience to a crucial factor on Alexa Skill quality and usability.

However, a minor impact left uncontrolled for a long time can have the same impact as a significant one.

Inconvenient Alexa Skill Content

Before we mentioned that when referring to inconvenient Skill content, it is related to the creation and management of customizable features along with needlessly complicated, incomplete, or inconvenient processes and voice commands.

We also mentioned that simplicity is the key.
This indicates the necessity of using simplified in-skill processes, steps, and customization. This can improve the user experience and increase usability. No user wants to go through a lot of unrequested content and questions to obtain the needed one.

Inaccurate Skill Content

This is an issue mainly related to Skills having a problem with saving or retrieving relevant information, or with inaccurate coordinates & temperature information.

For example Skills about Food & Drinks at 31,36%, Business & Finance at 13,33%, Health & Fitness at 11,02%, and Productivity related ones at 7,55%.

No one would like to receive inaccurate information when it is about business & finance topics, incorrect recipe measurements, or maybe incorrect information about diets and exercises.

Making a fine-tuning on the data the Skill provides and giving the possibility to correctly save and retrieve user data can have a positive impact on solving these issues.

Repetitive & Out of Date Content

For these types of Skills, the problems are that content is often old, repetitive, outdated, too long, or frustrating.

These issues mainly impact Alexa Skill about Movies & TV at 33,77% from the total of negative reviews and News Skills at 59,42%. They also affect Skills about Novelty & Humor at 15,83% and Sports at 18,18%.

Now imagine a user having a Skill that is stuck at the same news or humor content for an extended time. This situation would definitively force him to try another Skill with the risk of never returning to the previous one.

This is why imputing fresh content is a necessity, with the intention of creating a plausible experience for the audience.

Alexa Skill building & maintenance strategy

From all these Alexa Skills examples we saw, now it gets easier to understand what many of the negatively reviewed Skills are lacking in content. It makes it clear that, for you to improve your Alexa Skill performance & Skill ratings, you need to keep continuous attention to what is going on with the Skill.

Not only checking your Skill reviews but also by checking your Alexa Skill analytics & metrics.

Alexa Skill Analytics allows you to have a wide view of the Skill performance, discover the user needs and prevent any harmful impact that might come from malfunctioning Skill features and content errors like the ones we mentioned. For a more detailed understanding you can read about +13k Bad Alexa Skills Analysis.

And it’s exactly what Ipervox makes available through our platform. Not only the possibility to successfully create and publish an Alexa Skill. it gives you the tools to maintain and analyze the growth of your Skill along with continuous support and advice. Also, offering our experience in voice design and voice marketing as a way of empowering your brand awareness.

Don’t forget to give us your 👏 !

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Creating the best Alexa Skill Content: The secrets for an improved voice experience! was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

If you’ve done any kind of copywriting, you’ve probably got a swipe file. (And if you don’t have one, get crack-a-lackin! In fact, start here.)

Swipes are collections of hook-worthy copy snippets that make you click, read, act, ponder, laugh…and most importantly move deeper into a conversation with a brand. Lean on your swipe file when you need inspiration (and a kick in the pants). The whole point of a swipe file is to give you a starting point without reinventing the wheel.

As I’ve jumped into conversational marketing, I’ve started grabbing chatbot swipes too. They help me think about copy as conversation and tap into the rhythm of speech.

How to collect chatbot swipes

(I’m not taking credit for this method. I found it on CopyHackers: check out the article!)

Sometimes one line is all you need, in which case I copy it into a Google Doc or Notion. But when you need more context, grab a screenshot and pop it in Google Drive or Dropbox:

Chatbot Swipe Categories

While I’m still evolving my process, I started by organizing chatbot swipes by conversation elements like these:

Greetings: A warm hello to start a conversation. Can be formal or informal depending on the relationship with the visitor (eg. is it a returning or new user).

Informing: For giving information that is either requested or pertinent to the conversation.

Error: When the chatbot doesn’t understand or fails to fulfill a request.

Asking: For engaging or seeking information. Bit of help keeps the conversation going.

Checking: For testing the user’s understanding. Restating details and information for clarity.

Apologizing: For politely acknowledging the chatbot’s shortcomings. Should be brief and serve as a bridge to alternative solutions.

Suggesting: For presenting the user with relevant actions or options.

Conclusion: A clear end to the conversation.

Chatbot swipes

And here they are!

Like most of us, I learn fastest when I have examples to follow. Use these phrases and prompts “as is” or for inspiration.

Greetings

Hey there, friend! I’m [NAME]. I can help you [DO ALL THE THINGS]. To get started, let me know if you [SOMETHING] by selecting one of the options below.

Welcome to [NAME]! What brings you to our site?

Thanks for reaching out! What brings you to our site today?

Hi I’m [NAME] and I help [DO ALL THE THINGS]

Hi [NAME]! I’m BOTNAME, your friendly [BRAND] virtual assistant. You can interact with me by clicking on the buttons

Hi, this is [BOTNAME], the [TYPE OF] assistant bot. How can I help, USERNAME?

Great! Let’s get started. Is this QUESTION.

Welcome. I’m [NAME], [BRAND’S] digital assistant. Choose from popular topics below or type a short, direct question.

Hey! What are you looking for? I know all about [LIST ALL THE THINGS]

Want to chat about [BRAND] software? Can you tell me what you’re looking for?

Would you like us to send you a free tip sheet to help you [DO THE AMAZING THING]?
Click one of the options below. [LIST CHOICES]
Awesome! Please tell us your email address.
We got it! Thanks for visiting our page 🙂

Hey [USERNAME], welcome to the [#BOTNAME]! Click “Get Started” below ⬇

Hey, there. Can I help point you in the right direction? [OPTION 1] [OPTION 2]

Welcome to [BRAND, OR BOT]. Are you looking for [LIST CHOICES]

Hey, there. I’m here to make sure you get the information you need today. Can I help point you in the right direction? [SALES, MARKETING, SUPPORT]

Hey, there. Can I help point you in the right direction? (list 2–4 options to click)

Thanks for reaching out! We’re not always on Messenger, but we can still help you even when we’re away. What can we do for you today? [I have a question] , [I need community], [OTHER QUESTION, what’s my size?

[CEO OR COACH] has asked me to keep an eye on her messenger while she’s out coaching and spreading joy. Scroll through the images below and click a button to let me know how we can support you.

Hiya [USERNAME]!
Thanks for joining us on Messenger. We are super excited to have you!

Our [BOTNAME] will help you when we’re not here in human form. While we’re away doing things only humans can do like finding cool snacks and answer phone calls, please send [BOTNAME] a message.

Until we can get back to you, here are some options: [OPTIONS]

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3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Informing

Sure pick a topic, and I’ll help you [DO SOMETHING]

You can also sign up to get exclusive VIP discounts and offers via text message, starting with $10 off your next order! [SAVE $10? SURE!]

Here are a few ways we can support your journey; whether you need advice, inspiration, or community, we’re here for you! [JOIN XYZ] [READ THE BLOG] [FOLLOW ON INSTAGRAM]

This may take a minute. Here’s a tip while you wait:
Tip: [link to article or tip]

Comparing [PRODUCT A] to [PRODUCT B]? Click the button below to see the differences between Product A and Product B. Check it out

Error

Sorry I didn’t get that!

If you asked me to [DO SOME WEIRD THING] I would do it. But I didn’t understand this.

That’s funny!

Sorry, I don’t understand.

Oops, didn’t quite get that. Try again?

Sorry, I was trying to charge my phone. What were you trying to say?

Sorry, I didn’t understand you. I can only help you with the following. [LIST]

Sorry I didn’t understand you. Do you want to directly content [NAME, TECH SUPPORT]?

Is there anything else I can help you with?

Asking

Great! Drop your question here, and one of our Customer Care superstars will get back to you as soon as possible!

Sure thing! This is NAME OF BOT. Reply with your question and HUMAN NAME will be back to answer ASAP

Hey [NAME], are you interested in receiving [NEWS, TIPS, ALERTS] from [BRAND]? We promise to only send you big, breaking stories. We won’t spam you. Typically, this would be 1–2 stories per week.

[Doing something] soon? I can help you dig thru some ideas. Ready?

Questions about Pricing or Sales?

Checking

Looks like you are planning a getaway to [name of location]. I’ll hit you back with some recommendations.

We have this email on file for you right now:

youremail@gmail.com

Is that right? Click below to let me know

I’ll deliver the [TRAINING, LEADMAGNET, OTHER THING] to you there as well for easy access.

Hey there, just checkin’ in so we can get on with it and help you [DO ALL THE THINGS]
Is this the right email for you?
[youremail@gmail.com]
Just click below to let me know

Apologizing

“So, I’m good at talking about [TOPIC]. Other stuff, not so good. If you need help just enter ‘help.”

Suggesting

Get notified: Want to get a [FACEBOOK, EMAIL, SMS] notification about our next new product?

By clicking “Notify Me”, you may receive one message from [BRAND] in the future about this topic.

Our Customer Service team is here for you Monday through Friday from 9am to 4pm PST. We are currently experiencing more requests than usual, and apologize in advance for any delays you may encounter with our response times. Rest assured that we are working diligently to support your needs and appreciate your patience during this time.

Let’s get started… Choose how you’d like to discover [ALL THE THINGS]

Let’s narrow it down a bit so you only see what you want to see.

Hey there! You can grab a time on [NAME’S] calendar here

We’re pumped you want to get a demo! Just a couple of questions to get you over to the right member of the [BRAND] TEAM.

Conclusion

Got it. Talk to you soon!

Will not disturb you anymore without a reason, I swear!

Want to return to main menu? Type “START OVER”

Ah, [USERNAME], I understand that you are busy now… It’s ok

Would you like me to send you a reminder regarding our offers later?

I really don’t want you to miss out. ​ [REMINDER PLEASE] [NOPE UNSUBSCRIBE]

Got any more chatbot swipes to share? Let me know and I’ll add them to the list!

Don’t forget to give us your 👏 !

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Building a chatbot swipe file was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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A chatbot is becoming a must-have add-on for customer-facing websites and SaaS products. Their role is usually either a customer engagement tool designed to help generate leads or a cost-efficient alternative to human customer sales or technical support.

It’s fair to say not everyone is a fan of the chatbot trend. But it’s equally fair to say the technology is not going anywhere. Like the offshore call centres and tech support they often replace, which in turn replaced local in-house equivalents, the right chatbots make strong commercial sense for organizations.

There has also always been plenty of grumbling about offshore call centres. But as AI/machine-learning technology rapidly develops in terms of both its capabilities and cost efficiency, chatbots will get much better and cheaper.

It will be a few years yet before chatbots replace most call and support centre functions, but I am convinced they will. The increasingly sophisticated machine learning that powers the best chatbots are improving every month. The essence of machine learning is that it gets smarter and smarter as it is fed with an ever-growing data lake.

It won’t be long before the best chatbots can better answer customer queries than human staff who simply aren’t biologically capable of assimilating the same amount of information. Or connecting it as efficiently by joining the dots between disparate data points and facts.

If you are still not convinced, let’s throw out a few stats on chatbot predictions put together by Backinko:

1. By 2022, 70% of white-collar workers will engage with chatbots daily.
2. By 2022, 75–90% of queries are expected to be handled by chatbots.
3. In 2021, close to 1 in 6 global customer service interactions will be handled by AI.
4. Gartner predicts that by 2021, over 50% of enterprise companies (like Google, IBM, and Facebook) will spend more money each year on chatbots than mobile apps.
5. By 2021, $4.5 billion will be invested in chatbot technology.
6. Juniper Research believes that by 2022, chatbots will save businesses an aggregate of over $8 billion per year.
7. In 2022, the banking industry could see the success rate of bot interactions reach over 90%.
8. Juniper Research estimates that chatbots will account for $112 billion in retail sales by 2023.
9. By 2024, the global chatbot market is projected to be over $994 million.

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Ok, I’m Convinced Chatbots Are The Future! What Are My Options?

If you have heard enough to start exploring and testing integrating chatbot technology into your organization, the first decision to make is what chatbot to use or which to test.

You have three option:

1. Hire a software development company experienced in chatbot development or a qualified freelancer to custom-code your chatbox from scratch.
2. Hire a chatbot specialist to develop a custom chatbot on a development framework like the Microsoft Bot Framework, Botpress, or IBM’s Watson.
3. Customize an out-of-the-box SaaS (software-as-a-service) chatbot solution like Crisp or ActiveChat.

Whichever of those three directions makes the most sense; your organization will depend on what you intend to use the chatbot for and several other competing priorities.

Should I Commission A Custom-coded Chatbox Built From Scratch?

It simply won’t make sense to build their own from scratch for the vast majority of organizations using chatbots.

A very simple custom-coded chatbot developed by an established company would be expected to start at around $30,000 (you might be able to bring that down a little by working with a good freelancer, but that involves more risk) and could rise to anywhere up to a few hundred thousand dollars for a sophisticated, complex chatbot.

It will probably only make sense to invest in your own proprietary, built-from-the-ground-up chatbot if your organization has very specific or advanced requirements around its functionalities and capabilities. Stringent data security requirements would be one other reason.

And the most common reason to build a chatbot from scratch is to sell it to other users as a SaaS product.

Otherwise, it probably just doesn’t make commercial sense.

Should I Build My Own Chatbot On A Development Framework?

For large organizations that can afford it and want to build chatbots closely tailored to their needs and/or have customer data-security requirements that preclude using a SaaS chatbot, it may make sense to go halfway and develop a proprietary chatbox on one of the established frameworks.

Some chatbot frameworks work in roughly the same way as other open-source software frameworks like Angular and React, which are popular JavaScript-based frameworks for building the frontend of websites. They are like a halfway house between custom-coding from scratch and using a customized SaaS product.

A good metaphor for building a chatbox on a framework is modular construction, where buildings are put together from pre-fabricated components. These components can be mixed and matched to create very different spaces customized to completely different needs. But the designer and end-client are still limited to creating their space from a combination of available, pre-defined components.

For most, the balance between significant freedom to customize and some limitations to the finer details of what can be fully customized works.

Should I Use A Customized Out-Of-The-Box SaaS Chatbot?

For most chatbot users, a customized out-of-the-box SaaS solution will perfectly meet their needs and budget.

SaaS chatbots are designed to meet the general needs of a particular industry or functionality like an e-commerce site answering typical questions on things like the returns policy and procedure. If they don’t, they aren’t commercially viable products.

If you need a chatbot to do things like invite website visitors to inquire, answer common FAQs, or even memorize a huge technical user manual and serve the right information in response to queries, there’s probably a customizable out-of-the-box solution that meets those needs.

If in doubt, make sure you thoroughly research the SaaS options on the market before investing time and money in software developers to build you a proprietary chatbot either from scratch or on a framework.

Don’t forget to give us your 👏 !

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Should You Develop Your Own Chatbot On A Platform Or Customize An Out-Of-The-Box Solution? was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Voice assistants have taken off in recent years, and the number of devices equipped with voice control is growing. Marketers and developers alike are turning their attention to these new voice-enabled devices considering the growing need for a voice app developer.

What is a Voice Application?
A voice application is every app that relies on the users expressing their requests or searches queries through spoken commands and then responds to you by completing the required action or providing information based on the users intent.

The Amazon Echo, the Google Home, and the Apple HomePod are becoming more integrated into consumers’ daily lives. We are using such devices to provide us with useful information and entertainment.

Voice-activated devices, and the apps that control them, are a promising new area for both businesses and brands.

For a guaranteed success in this new world, every brand needs to learn a few tools and the basic Voice UI design principles, which normally are covered by a voice app developer. They’ll need to learn some of the best practices for building and launching them on different platforms like Amazon Alexa or Google Assistant.

Planning a proper voice strategy

As a voice app developer, the first thing you need to do to attract customers towards a voice app is to know what they want. This can be a daunting task since you could be entering an entirely new and unknown marketplace. However, it’s just like any other marketing strategy. The first thing you have to do is understand how your customers use voice — where, why and how they use it.

To create a voice app, the critical things needed in order to start the building process are understanding what type of skill is best one for the use case of your app and what will be its purpose

Skill type will determine what components you need to complete the application. Those components are the voice user interface, customer journey, free and premium content, and so on.

Voice technology is simply too new to provide the accuracy and unique insights that businesses need. That’s why a voice app developer needs to use multiple data sources to get reliable, usable information. This way you can provide highly targeted, personalized, and frictionless experiences.

Another important factor to consider is how your competition is using the same platforms and how to overcome them. If none of them has a voice strategy, that’s even better because you will have a chance to get ahead of the competition.

VUI Design as a Voice App Developer

VUI designers are responsible for creating a smooth digital interface between the user and their voice-activated smart assistant. They ensure users have easy access to the features they want, including those needed for day-to-day tasks.

The designer has to consider how the user interacts with it, whether it’s through a smart assistant built into the user’s smartphone or a speaker situated in their house

The VUI design is where a voice app designer settles how functional and user-friendly a voice app will be.

Voice is an important new form of user interaction. You must design it with consideration for the complexities involved in working with voice. Voice designers design user interfaces that use voice to solve customer problems. Also, for providing solutions to user needs while maintaining a high level of user experience.

Therefore, the questions to answer for a VUI design, in this case, are similar to those encountered by UX designers. Questions like who the persona is, implementing a solution to the user’s pain point, and what problem is being solved.

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Voice Search Optimization

Another important skill for a voice developer to learn is being able to optimize content for voice search.

It’s all about the smart optimization of a site for voice-activated searches. Also, a voice-activated search is different from traditional search engines, such as Google, Bing, and Yahoo.

These types of searches are executed through the use of voice assistants like Amazon’s Alexa, Google Assistant, Apple’s Siri, Microsoft’s Cortana, and Samsung’s Bixby.

There are two main points to consider:

1. Voice searching is mostly made using naturally spoken phrases and not stimulated ones. That’s what normally happens with queries written on a search engine like Google.
2. The type of contents written in a conversational tone are the ones that tend to rank higher in voice searches.

However, finding the right information you need to become a professional voice app developer is a hard task. Especially if you want it all in one place.

Here at Ipervox we had it easier thanks to our Founder and CEO, who is an Alexa Champion. His long experience developing voice apps for numerous companies and brands has given him all the skills needed to plan, build and launch a successful voice application.

The best of all is the fact that such experience is that now we have accumulated into a full training. It is available for you and everyone interested in building voice applications for Amazon Alexa or Google Actions. You can use it to build a full-time career or for your company. Just follow this link and check it out yourself.

Don’t forget to give us your 👏 !

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The Competitive Skills you need to become an awesome voice app developer was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.