The dream of any chatbot developer or product owner is to have an accurate report of how their chatbot is performing. But how can you ensure the continuous improvement of your chatbot?
The “Achilles’ heel” of NLU chatbots is the accuracy to correctly identify the user’s intent and avoid:
1. responding with the wrong intent
2. transferring to a human agent due to lack of confidence, when it should have understood the intent from the beginning
3. responding when it doesn’t have to, instead of passing it on to an agent
The first thing we need to do to prevent this from happening is to know when, how and why these errors happen. Once we have this information, we will be able to retrain and correct NLU training or engine errors.
However, there is no tool on the market that can give us this information accurately — a machine can’t really tell when it’s not doing its job properly, right?
At Bitext, we have created a semi-automated methodology that allows us to tag, analyze and process the data in order to get that precise snapshot of our chatbot’s NLU performance, from which we can improve and evolve it. If you would like to learn more about it, make sure to contact us.
The idea is simple: a manually curated objective assessment, a detailed report that takes multiple dimensions into account, and a root cause analysis and retraining based on linguistics. No more “black boxes,” and no more throwing our hands up in the air because “this is all we have.”
From now on, if your chatbot doesn’t work properly and you can’t even identify the reason why with some certainty, Bitext can help you. If you haven’t already launched you bot, this is the best time to get it right! We recommend that you follow these steps to guarantee the success of the NLU model.
3. develop clear definitions for categories, intents and dialogues to avoid overlap
4. generate extensive data, adapted to the user profile for your chatbot
5. put monitoring, evaluation and retraining model in place to produce measurable improvements over time
This is the method that we have developed and have been successfully implementing over the last 2 years. Are you ready to give it a try? Request a demoor let us know if you have any questions or comments.
In 2020, conversational marketing proved to be one of the most effective marketing approaches. While WhatsApp alone may not be able to generate the larger amount of direct sales for your E-Commerce business, it certainly has to be your go-to channel for establishing a community of loyal customers and enhancing your brand’s visibility. Whether it’s answering customer queries, offering support, alerting customers about new products, getting feedback and reviews, or so on and so forth — it is the perfect channel for all communication.
If you’re looking for proven interaktive ways that you can adapt for communicating with your customers — you’re in for a treat!
We’re going to be sharing approved WhatsApp templates (leave the heavy-lifting to us) that you can use in your communications with your customers. These templates will enable you to keep interakting with your customers at each stage in their journey with you!
That’s right — we’re sharing templates you can use right from when they’ve visited your online store until their order has been completed 🥳
7 catchy WhatsApp templates you should be sending as an E-Commerce business.
Let’s buckle down!
1. Abandoned Cart Recovery
Customers dropping off at the check-out page without completing a purchase? This can be nerve-wracking. But not all is lost! This template will help you send a message to your potential customers that reached the check-out page but didn’t complete the purchase. With an open rate of 99%, it’s extremely likely that your customers will acknowledge a message on WhatsApp rather than an email — which has an open rate of 15–20%.
Here’s the template you can use to recover an abandoned cart:
<Header> Thanks for visiting our store!
<Body> Hey {name},
We noticed that you had trouble completing your recent purchase.
Don’t worry — we have temporarily reserved the items in your cart for you!
Let us know if you have any questions — we’re more than happy to help! 😊
<Button> Need Assistance
2. Order Confirmation
Cast your safety net! Sending an order confirmation fulfills a psychological need for your customers. Sending them a WhatsApp message will assure them that you’re going to deliver on your promise by letting them know that you’re processing their order as soon as you can for timely delivery!
Here’s the template you can use for order confirmation:
<Header> We’ve received your order!
<Body> Hey {name},
Thank you for shopping with us! Our team has already started preparing your order and we’ll let you know once it has been dispatched 📦🚚
Here are your order details:
Order ID: #12345
Date: April 14th, 2021
Shipment status: Preparing for Dispatch
Item Ordered: Personalised Lounging Bean Bag — Grey with Coral — Size M
Quantity: 1 Price: Rs. 4,999
Payment Method: UPI
Feel free to reach out if you have any queries — we’re more than happy to help! 😊
<Button> Need Assistance
3. Shipping Update
With a shipping update, you can keep your customers in the loop about when they can expect to receive their order. From when it’s dispatched, shipped, and out for delivery — it’s always nice to keep your customers informed about their order. You can even go the extra mile to ask your customers how they would like their order to be delivered — left at the doorstep or have the delivery agent call them.
Here’s are 2 templates you can use for shipping updates:
Template 1 for dispatching and shipping:
<Header> You’re one step closer to receiving your order!
<Body> Hey {name},
Your order (ID: #12345) has been packed with love and dispatched for shipping from our warehouse! 🙌
We’ll let you know when it’s reached your city and ready to be delivered 😊
Template 2 for Delivery:
<Header> Your order will be delivered today!
<Body> Hey {name},
The wait is over — Your Order (ID: #12345) will be delivered to you between 12 pm to 5 pm today 😀
Let us know how you’d like to receive it:
Type 1️⃣ to leave at the doorstep
Type 2️⃣ to leave with the security guard
Type 3️⃣ to have the delivery agent call you
Type 4️⃣ to reschedule delivery
We hope you like your order!
Feel free to reach out to us if you have any queries — we’re more than happy to help 😊
<Button> Need Assistance
4. Order Delivered
The next message you should be sending is a message to let your customers know that their order has been delivered. This is particularly important if they have chosen to have their order left at their doorstep or with their watchman!
Here’s a template you can use to let your customers know that their order has been delivered:
<Header> Your order has been delivered!
<Body> Hey {name},
We hope you love the order as much as we loved having you as our customer.
Thank you for shopping with us!
Until next time,
Team Sunshine ☀️
5. Feedback
It’s very important for you to gather feedback and reviews from your customers as it will help you to serve them better. Sending a follow-up WhatsApp message after the order has been delivered is a great way to receive feedback because by now, you have had plentiful interactions with your customers and hence increased the presence of your brand.
Here’s a template you can use for feedback:
<Header> We hope you liked your order!
<Body> Hey {name},
We’re always working to make Sunshine exactly what you need for all your furniture needs. Your feedback on your order (ID: #12345) will help us improve on our products, customer service, and our platform!
To help us make Sunshine the best it can be, please take a few minutes to complete the feedback form below.
Don’t worry! We won’t take much of your time, all you need to do is rate different factors on a scale of 1 to 5! 😁
Once again, thank you for shopping with Sunshine! ☀️
6. Payment Related Issues
This template can be used in case there were any payment-related issues with your customers’ orders. Since WhatsApp has a read rate of 80+%, it’s extremely likely for your customers to acknowledge your message and complete a successful payment.
Here’s a template you can use for payment related issues:
<Body> Hey {name},
We’re sorry to inform you that your payment for Order #12345 has failed 😟
Worry not! You can complete your payment by simply clicking the link below to redirect you to the payment page.
You can also choose to speak to someone from Team Sunshine for any queries, we’re more than happy to help! 🙋
Happy Shopping! ☀️
<Button 1> Complete Payment
<Button 2> Chat with Support Team
Start interakting Today
To sum it up — if you are an E-Commerce business, it is crucial that you get access to WhatsApp API because of how convenient it is to engage with your customers. Switching to WhatsApp for most of your conversations with your customers would mean no more on-hold customer support calls or support emails getting lost in inboxes, never to see the light of day!
Have you ever wondered who designs a chatbot conversation? Who decides what reply the bot will give? How does the chatbot respond?
I stumbled upon an opportunity to write conversations for chatbots without any prior technical knowledge. You don’t need any! All you need is to be creative with your words and create conversations that are human-centric. Allowing users to have a natural conversation with the chatbot but simultaneously be in control of their experiences.
78% of business to customer communication is going to be done through bot messengers within the next three to five years — – Mikael Yang, Many Chat
What does a Conversation designer do?
A conversation designer bridges the communication gap between humans and chatbots whilst giving a personality to the bot. A personality is created by using NLP that interprets natural language using machine learning algorithms. It relates thoughts, language, and patterns of behavior learned through experience to specific outcomes. Conversation Designers use these algorithms, reinforce them with a pre-analyzed set of texts that the machine uses to “learn”. This continual learning makes a chatbot more intelligent and increases the chatbot’s effectiveness over time.
Chatbot with a personality!
The success of a chatbot lies in an exceptionally well-written conversation. That happens only when the conversation designer can create a flow where the users are engaged and the answers are foreseen. The conversation designer should thus be able to create conversation flow from multiple viewpoints. In an online study, 790 participants were persuaded by a chatbot for a charity donation. The design created involved two chatbot identities and four personality strategies, where participants were randomly assigned to different conditions. Findings showed that the perceived identity of the chatbot had significant effects on the persuasion outcome (i.e., donation) and interpersonal perceptions (i.e., competence, confidence, warmth, and sincerity).
This goes to show that developing a personality for a chatbot is the number one factor for increasing user engagement. A personality gives users and customers an experience that is similar to a real person thus creating a memorable chat experience.
How to develop a conversation for a Chatbot?
Identify Use case
When developing a chatbot conversation it is essential to understand the use case for the chatbot. The bot persona can be developed by understanding the use case and the user persona. For example, if the chatbot is required for a hospital the user persona here is quite different, anxious perhaps confused. The bot persona must reflect confidence and comfort to ensure the conversation is as smooth as possible and users are engaged.
Phatic Communication Creating a set of default responses to some questions that users usually ask can bring a chatbot to life! Chatbot users do come up with whacky questions at times to test the bots, it is important to answer them creatively and strengthen the bot’s architecture with human qualities. Some questions that a chatbot must be able to answer are- -Are you a robot? -Are you human? -Good morning/evening/afternoon/night -Tell me something! -I have a question? -Who made you?
Set Keywords Keywords are the easiest way to customize your chatbot to address specific user requests Setting keywords to intents is an integral part of understanding how your bots will reply. It broadens the accuracy of your chatbot. The trained bot locates keywords and directs the conversation at each node by offering a couple of pre-set response options.
Keywords
Plan the right image Roleplay while designing a conversation during the development process. Foreseeing what users might respond to a particular question can help create engaging chatbots. As I said creating a personality is very important for a chatbot, but somehow a personality is already created whether or not you consciously decide to implement one.
Plan the conversation flow This is probably the most crucial step while creating a chatbot conversation, it is recommended to create a flow to the chatbot beforehand to avoid dead ends and abrupt flow. Knowing where the conversation is heading next avoids errors while developing. Understanding the intent of the user; to listing all the possible responses is helpful when a framework is developed.
Conversational framework
Avoid monologues. Users don’t want to read monologues or paragraphs about anything. Keep it short, make it easy for users to understand dialogues. Instead of one big conversation make it several smaller conversations and engage users to the next response.
Test with users This is crucial to test your chatbots ‘Brain’ when you input several predicted intents of the users it is important to test the accuracy with several users. This is because one user might ask questions in several different ways.
In conclusion, a good chatbot will do more than just respond, it will understand user intents and analyze conversations and hence converse with users. There is a lot that goes into consideration while designing a chatbot, but this information is just enough to know what to keep in mind while designing a flow. Now that you know how to level up your chatbots, get to practice now!
As the internet is a global phenomenon and your current and potential customers are spread virtually the entire globe, localization is an important factor to consider. If you localize your website in a better way, you have more chances for reaching out to a wide range of people in a way they prefer and appreciate.
Also, not only in geography, users differ in the problems they face, needs they have, and a lot of other ways. A Voice assistant is a convenient way for users to interact with and get all their problems solved. With advancements in technology, particularly in Speech recognition ai, multilingual voice assistants are being developed which have the power to personally engage a wide range of people in their own language through speech! They are capable of accurate Multilingual speech recognition and with the combined power of big data analytics, text to speech, and machine learning, they can give personalized and to-the-point solutions.
In this article, let us discuss all the major things about multilingual voice assistants and the multilingual voice AI platform and how they can be the future of conversational customer engagement. If you are new to the terms or just need a refreshment, let us start at the beginning and explain what having multilingual aspects, more correctly the localization really means and what voice assistants are:
What is localization and voice assistant?
Many people mistakenly think that localization is just translation to a different language. But actually, localization is the process of adapting certain content to the language and other standards of a country or a specific region. According to internet world stats, only 25.9% of the whole users of the Web are native speakers of English. People as up to 2.7 billion are from generally non-English speaking countries who would love to see content in their native language.
Speaking about Voice Assistant, you may already know Google Assistant, Apple Siri, or Amazon Alexa. They are all voice assistants and their job is to help us through different activities and the primary mode of interaction is voice. The user interacts using voice and also the system gives output using voice. In this world where technology is becoming less and less tangible, Voice assistants have that sense of tangibility that many people like.
Usually, all voice assistants would have a certain wake word that initiates their operation. Many major voice assistants, like Alexa, Google Assistant, Siri are multilingual.
Now that you know about localization and voice assistants, let us now discuss how multilingual voice assistants would help for better customer engagement and your business.
Multilingual voice assistants combine to take the core strength of Voice assistants and improve it exponentially through localization. So, in order to understand the true power and advantages of multilingual voice assistants, you need to understand the benefits of both having a Conversational Voice AI and localization.
Helps in greater accessibility and reach
This is an obvious one. Setting up your voice assistant for Automated speech recognition of multiple languages makes sure that people who might not know English or your primary working language are able to access your services. The “lack” of knowledge of English does not necessarily mean that your customer might not know English at all.
Consider groceries for example, even though many can talk English in various levels, they might not know the exact terms for their preferred groceries.
Better Customer Acquisition
Not all users become your customers at the first incidence on your site. If you deploy a multilingual voice assistant on your site, then, people at different levels of the sales funnel have a better chance of conversion as the multilingual Conversational Voice AI Platform would largely increase the UX. Also, with this, you can enter new markets with a lot of ease compared to not having a multilingual Voice AI Platform.
Increases Brand Loyalty
Customers usually stick and stay loyal to the brands that give importance to them and provide a great user experience. By localizing your content to your customers’ language and general tastes, you would intuitively communicate that you respect and highly value their language, and also as user experience would be great, there would surely increase brand loyalty.
Gives you a competitive edge over your competitors
It would be a certainly rare situation where you do not have competitors in any given field and space. By having a multilingual Voice Interface, you would certainly be a step ahead of your global competitors who might not yet have implemented it in their sites. This would give you a competitive edge over them in those particular areas.
However, not only with them, multilingual voice assistants can help you level the playing field with local competitors because people would not see you as a complete outsider.
Increases revenue
Of Course, by helping you acquire more customers, increasing brand loyalty, and providing you lots of other benefits, Multilingual voice assistants not only produce large amounts of revenue for a single turn but help you to build a sustainable revenue stream that has a lot of potentials to increase.
All of them are great but the usability or advantage of technology is not the only thing you consider when adopting it. For a technology to be adopted, it also should be easy to implement and should not cost a great deal of monetary or organizational cost.
While the exact details will depend on your specific circumstances, in most cases, it will not cost much — — both monetarily and socially to implement multilingual Voice assistants! However, even though you are in that case in which it might cost a bit much, it certainly pays for itself!
Future Scope of Multilingual voice assistants
The technology has been developed quite a bit now, however much R & D is still going on to improve the technology. The usage is also poised to increase. An interesting development that could take place is streamlined conversations with the assistant. As we have already said, most of the assistants would have a wake word to activate them. This might make interaction inconvenient at times and now research is being done to train assistants to understand the context and respond to certain contextual queries automatically.
High integration in different areas, increased focus on security, more individualized experience, voice-based push notifications are some of the key trends that are expected to unfold in this decade.
Conclusion
The Importance of Voice assistants and Localization has been well understood over the years and many businesses have already been reaping the benefits. With Multilingual voice assistants, businesses now bring the power of localization and combine it with voice assistance to obtain even greater benefits.
Multilingual voice assistants help to increase accessibility and reach, improves customer acquisition, build brand loyalty in customers, give a competitive edge over global competitors and level the playing field with local competitors, and finally, improves the revenue of your organization.
The technology relating to multilingual voice assistants has been developed significantly and implementing them is relatively easy for you. It does not cost much — — both in the monetary aspect and the organizational aspect. There might be scenarios where it might cost a bit more than average, but in the end, you can be certain that they pay for themselves!
I want to socialise a covid vaccine nudge & remind bot which I think can be useful in the present scenario. I have no axe to grind (it’s not for profit I am paying platform and server costs from my own pocket) but want to be conscious of the subreddit rule where it might look like I am ‘using this subreddit for self-promotion and advertisement’.Is there a way to do that while being respectful of the rule?
