Wie soll dein Chatbot gestalten werden?

Nachdem wir uns im ersten Teil die Nutzer deines Chatbots genauer angesehen habe, wollen wir uns deinem Bot widmen:

Zu Teil 1

Wie müssen wir nun den Chatbot für Floras Blumenparadies gestalten, damit er Thomas so gut wie möglich helfen kann?

• Welche technischen Fähigkeiten sind notwendig?
• Welche Informationen müssen kommuniziert werden?
• Und welches Verhalten erwarten wir von den Nutzern?

Welche Aufgabe soll dein Bot erfüllen?

Der Bot für Floras Blumenparadies muss Thomas bei der Auswahl des richtigen Blumenstraußes helfen können. Hierfür stellt er Thomas zunächst Fragen, um herauszufinden, welcher Blumenstrauß der Richtige ist. Der Chatbot muss also technisch in der Lage sein, anhand von bestimmten Informationen die richtigen Produkte herauszufiltern und dem Nutzer vorzuschlagen.  

Um Thomas die Auswahl zu erleichtern und ein gutes Nutzererlebnis zu bieten, ist es wichtig, dass Thomas sich zu jedem Strauß mehrere gute Fotos ansehen kann. Daher muss der Chatbot bei seinen Antworten neben Text auch Bilder verwenden. 

Damit Thomas den Blumenstrauß mit so wenig Zeitaufwand wie nötig im Blumenladen abholen kann, ist es notwendig, dass er im Voraus bezahlen kann. Hierfür ist eine in den Chatbot integrierte Payment – Lösung notwendig. So kann der Kunde dann direkt mit seiner Kreditkarte oder auch Paypal im Chatverlauf zahlen.

Nach dem Kauf soll Thomas eine Bestätigung per Mail zugeschickt werden. Hierfür muss der Chatbot an ein CRM System angeschlossen sein, mit dem automatisiert E – Mails verschickt werden können. Es wäre natürlich auch möglich die Bestätigung per SMS zu verschicken.

Was muss dein Bot können?

• Soll er den Nutzern bei der Navigation der Website helfen, in dem er Links zu den richtigen Seiten zur Verfügung stellt? Oder willst du den Nutzern die Informationen lieber direkt im Chat zur Verfügung stellen?
• Soll er eine Produktberatung durchführen?
• Soll er Änderungen in den Kundendaten durchführen können?
• Soll er eine Nachricht an den Kundenservice aufnehmen können?
• Soll er die Nutzer an einen echten Mitarbeiter weiterleiten können? Möchtest du also einen Human Handover einrichten?
• Soll er eine Zahlung abwickeln können?
• Soll er eine Bestellung annehmen können?

Wichtig ist auch, dass du dir überlegst, was dein Chatbot nicht können muss oder soll. So grenzt du deinen Use Case besser ein. Je genauer du deinen Use Case definierst, umso leichter wird dir die Umsetzung deines Chatbot Projektes später fallen.

Welche Informationen erwarten deine Nutzer von deinem Chatbot?

Ob ein Nutzer eine Konversation mit einem Chatbot als erfolgreich und angenehm empfinden, hängt maßgeblich davon ab, welche Informationen du ihnen gibst. Besonders wenn die Nutzer über den Bot Zahlungen tätigen, ist es wichtig, dass sie ihn als vertrauenswürdig einschätzen. Dies kannst du mit den richtigen Information erreichen.

Bei unserem Beispiel muss der Chatbot Thomas darüber informieren, dass er ihm bei der Auswahl eines Blumenstraußes helfen kann. Zudem erklärt er ihm, wie der Bestellprozess abläuft und wann er den Blumenstrauß abholen kann. Sehr wichtig ist auch, dass der Chatbot Thomas eine Bestellbestätigung mit der genauen Abholzeit gibt.

Welche Informationen brauchen deine Nutzer?

• Wissen deine Kunden, wofür der Chatbot da ist? Erkläre ihnen am Anfang immer was der Chatbot kann und was sie von ihm erwarten können.
• Führt dein Chatbot einen Prozess durch? Lass ihn deinen Nutzern erklären, wie der Prozess abläuft.
• Wenn dein Bot Bestellungen abwickelt, solltest du deinen Kunden all die Informationen zur Verfügung stellen, die sie sonst auch beim Online Shopping bekommen: Wann kommt die Lieferung an? Wie können Artikel wieder zurückgegeben werden? Wo ist mein Paket?…
• Wenn deine Nutzer etwas bestellen, was später im Geschäft abgeholt werden soll, musst du ihnen eine Bestellnummer geben, mit der sie sich später identifizieren können. Oder du teilst ihnen mit, dass die Bestellung unter ihrem Namen abzuholen ist.
• …

Welche Informationen braucht dein Chatbot, um seine Aufgaben zu erfüllen?

Nachdem Thomas einen Blumenstrauß ausgewählt hat, braucht der Chatbot Thomas Namen und die gewünschte Abholzeit. Um eine Bestellbestätigung zuschicken zu können braucht er zudem Thomas E – Mail Adresse oder Handynummer. 

Nach welchen Informationen muss dein Chatbot fragen?

• Welche Informationen braucht der Bot um einen Prozess wie beispielsweise das Melden des Zählerstandes durchzuführen?
• Welche Informationen braucht der Chatbot um eine Produktberatung durchführen zu können?
• Wenn der Bot auf Kundendaten im CRM zugreifen soll, braucht er eine Kundennummer oder eine E – Mail Adresse anhand der er den Nutzer identifizieren kann.
• …

Wie sollen die Nutzer mit deinem Chatbot interagieren?

Da das Unternehmen Floras Blumenparadies nur über ein kleines Team von Floristen verfügt, hat die Geschäftsleitung sich entschieden individuelle Blumenarrangements nur im Laden anzunehmen. Daher wird die Auswahl des Blumenstraußes bei dem Chatbot über Buttons gestaltet und in der Zeit das Feld für die Freitexteingabe gesperrt. So können die Nutzer keine individuelle Wünsche über den Chatbot aufgeben.

Sollte ein Nutzer außerhalb des Auswahlprozesses einen individuellen Wunsch äußern, weist der Chatbot daraufhin, dass dies leider nur im Geschäft vor Ort möglich ist.

Wie sollen die Nutzer bei deinem Chatbot Use Case mit deinem Bot interagieren?

• Wo endet dein Use Case? Wonach sollen deine Nutzer nicht fragen?
• Möchtest du einen Großteil der Konversation durch Buttons ablaufen lassen?
• Wie kannst du deinen Nutzern helfen, wenn sie eine Anfrage haben, die der Bot nicht bearbeiten kann? Willst du sie direkt an den Kundenservice weiterleiten?
• …

Nachdem du deinen Use Case entwickelt hast, geht es an die Projekt Planung. Hier kann das von uns entwickelte Chatbot Canvas dir helfen.

Zum Chatbot Canvas

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Entirely contrary to Artificial Intelligence’s image that Hollywood has brainwashed into our heads, which includes rather comical portrayals of power-hungry robots on a mission to end the human race. AI, in its many applications, has dramatically impacted the way we lead our lives today. Whether it is the fantasy of a self-driving car, data protection, or home assistants, such as Amazon’s Alexa that answer our annoying queries in a matter of seconds, the ever-growing technology of AI has eased modern life in a multitude of ways.

However, speaking of artificial intelligence’s more practical applications, perhaps no application is as useful as the chatbot’s highly convenient invention.

What is a Chatbot?

A chatbot is an AI-powered wonder that significantly strengthens communication within businesses by providing automated responses to common customer queries in a matter of seconds. While there is a certainty that the massive potential that AI has will only lead to the culmination of more tech miracles, the significant role that chatbots play within companies needs to be acknowledged, and consequently, explored further.

Not only do chatbots allow for effective communication to occur between a business and a potential consumer. But this handy technology also makes it significantly easier to handle customer service operations as a whole. Furthermore, an additional benefit of utilizing the AI-driven chatbot is that businesses don’t have to invest a mind-bogglingly large sum of money on customer service operations. It means that they get to enjoy a significant reduction in overall operational costs. According to industry reports, companies that deploy chatbots in their customer service operations get to save as much as 30% of their investments. It is a vast difference compared to taking a traditional customer service approach.

In an attempt to bring our readers up to speed about the massive potential that chatbots have in boosting customer service operations, we’ve compiled an article that highlights some of the ways through which chatbots ensure seamlessness within a business’s customer service operations. If you’re a business owner interested in the perks that chatbots have to offer, keep reading on!

Trending Bot Articles:

1. Case Study: Building Appointment Booking Chatbot

2. IBM Watson Assistant provides better intent classification than other commercial products according to published study

3. Testing Conversational AI

4. How intelligent and automated conversational systems are driving B2C revenue and growth.

Chatbots Allow Businesses to be ‘Available’ 24/7

Perhaps the most significant feature that chatbots have to offer to a business these days is the option to be available to existing and potential customers 24/7. Chatbots significantly increase a company’s availability. It does this while increasing efficiency in responding to customers’ queries, which ultimately makes for a timely response.

In today’s highly digitized age, most consumers have an attention span big enough to scroll through their social media feeds, and even then, many complain of getting bored by the content shown to them. In the age of information, time is of the essence. The sooner a consumer is responded to, the higher their chances of purchasing their product from a particular business. It is only natural for organizations to desire 24/7 customer support, which can respond to customers effectively regardless of their time.

While businesses can also deploy live customer agents to offer ‘personal’ customer support to their clients, the fact of the matter is that no customer agent can be available round the clock. As an alternative to chatbots, businesses may deploy customer support agents on a shift-basis. But that is bound to result in a significant portion of the company’s budget allocated to customer service. Moreover, this option isn’t feasible for smaller companies, who don’t have the financial resources to invest in 24/7 live support.

Fortunately, however, chatbots provide a much affordable and much efficient alternative. By deploying chatbots, businesses can ensure much greater availability. The AI-centric technology can handle customer service queries all round the clock without costing much money. According to some surveys, it would seem that a staggering 64% of customers find chatbots more appealing, primarily because they offer 24/7, hassle-free support.

Chatbots Significantly Boost Customer Satisfaction

Customer service’s primary goal is to produce happy, satisfied customers, which is where chatbots shine in all their glory. However, once a business offers an overall satisfactory customer service experience to the consumer, they have gained the customer’s trust. They have scored a long-term relationship with them, proving extremely beneficial in building the business’s reputation. A company’s growth always lies in tandem with the degree of customer satisfaction achieved.

Owing to the competitiveness of the business landscape, consumers now have high expectations of customer satisfaction and expect companies to go out of their way to make them happy. Modern customers will only rate their customer service experience as positive if brands surpass all their expectations and develop a unique approach that caters to their individual needs.

Generally speaking, customers look for the following positive components in a customer service experience:

• Quick and apt responses
• High Average Handle Time (AHT)

Similarly, if a customer service experience contains the following factors, it is most likely to get marked as a negative experience by customers:

• Silly mistakes, such as grammatical errors, communication gaps.
• The unprofessional attitude of the customer service agent

By deploying chatbots, businesses can quickly secure much higher customer satisfaction levels. They provide customers with prompt responses to their queries and stray far away from simple human errors. While some individuals might deem chatbots as “impersonal,” the fact of the matter is, they are far more efficient in offering customer support than live support agents.

Chatbots Significantly Reduce Waiting Time for Customers

If you’ve ever contacted a live customer support agent on the phone, you might be familiar with the plight of having to wait for hours to have a simple question answered. Unless you’re someone who’s taken a vow of patience, chances are you wouldn’t enjoy being put on hold during a customer service interaction, which is precisely where chatbots come in handy.

Through the deployment of chatbots, companies can ensure that no customer has to deal with the hassle of waiting for an answer. Instead, chatbots offer a seamless experience, with one-stop solutions to even the most complex of problems. However, it is worth mentioning that chatbots work best when used in tandem with a comprehensive database that allows for a more personalized experience.

Parting Words

As the world continues to rely on artificial intelligence and its many applications, we can only hope to see further developments in chatbots. However, it is worth mentioning that a perfect business model incorporates elements of both chatbots and traditional customer service methods to offer customers the best of both worlds!

Don’t forget to give us your 👏 !

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How Can AI-driven Chatbots Boost Customer Service Operations? was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Chatbots are making a huge contribution by making all the advancements, generating high ROI, customer satisfaction, and more on the basis of their capabilities.

Chatbots use their wealth of knowledge to provide comprehensive answers to your simple queries. They convert the input text into a structure to convert it to an internal query, obtain output, and then deliver the output. Their ability to provide relevant information on a continuous basis to simple queries is why chatbot seem to be really smart.

Customers always expect an incredible experience. Chatbots offer exactly what the customers want. In other words, your brand and customer bridge might be a chatbot. But does chatbot is smart enough to understand the customer regionally?

Suppose that you talk to a chatbot, you understand Spanish and the chatbot answers you in English. Certainly, the customer will get upset and leave the discussion. Chatbots are all sophisticated and all fine, but are they smart enough to understand demographics?

Let’s look at a few points that chatbots should adapt to be more precise and smarter.

Name Entity Recognition

It is important for bots to be more detailed and specific. A key element of the application to process natural languages (NLP) is called Named Entity Recognition (NER). It helps the bot to correctly recognize entities such as dates, times, places, numbers, names, and product descriptions in the input document. The ability of a bot to detect, comprehend, and obtain information from words is crucial to their service.

In essence, chatbots would recognize, extract, and detect entities in languages that are suitable for their business.

Switching Languages

Not all customers are comfortable to talk in English, your chatbot should be very versatile to switch between customer’s preferred languages. This provides a sense of satisfaction for consumers and lets them know to like the company is mindful of their needs. It should also be noted that users can always change their preferred language.

Trending Bot Articles:

1. Case Study: Building Appointment Booking Chatbot

2. IBM Watson Assistant provides better intent classification than other commercial products according to published study

3. Testing Conversational AI

4. How intelligent and automated conversational systems are driving B2C revenue and growth.

Automation in terms of personalized content

The chatbot should be intelligent enough to provide personalized content. Intelligent chatbots can take decisions in order to produce content that is more susceptible to gaining momentum based on an interpretation of consumer information, expectations, trends of customer behaviour, market data, and different factors.

A chatbot can encourage better customer involvement and drive content when engaging with customers based on previous customer communication, purchasing history, and patterns that can be unique to each of its customers.

Demographics

Regionalization is important! It is important that your customers are relaxed and customized. Imagine a Tamil customer talking to a chatbot, then chatbot should be so clever in adapting tonality to the customer’s responsibility. Then, during communication, a customer is secured and open.

Chatbots take customer relationships (CRM) up to a new stage, with the automated and enhanced communication of business-to-business, business-to-consumer, and consumer-to-business communication in the form of the right information.

Add human touch

Human touch can be more than enough to improve interactivity to compensate for a less human chat. Even minor dialogue adjustments can make the chatbot more interactive. With the growth of the chatbot, companies can offer a more or less real-time feature to drive human touch in their conversation.

Conclusion

The successful implementation of AI chatbot, nevertheless, poses its own challenges. There is a startling difference between various generations and the way they communicate with technology, and companies that do not know that is not likely to accomplish this with their chatbot application in natural languages. In order to satisfy their desires and preference, you should be able to recognize the platforms that your customer base uses.

Your awareness and methods of communicating with customer service are one of the first building blocks your organization can use to make a chatbot implementation even more seamless and efficient. Bear in mind that this information is not only true for new chatbots — organizations with existing chatbots can also decide who they are targeting and which channels their clients want.

Don’t forget to give us your 👏 !

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Flavours That Boost Chatbot & Customer Relationship was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Until now, Xatkit was “only” a low-code chatbot development platform (or better said, a chatbot orchestration platform) that you could use to create all kinds of (chat)bots with our chatbot domain-specific language. As with any low-code tool, Xatkit helps you to define chatbots minimizing the amount of code you need to write. But it doesn’t completely remove it. You still need to have some basic tech skills to create your bot.

Now, Xatkit is becoming also a no-code tool that enables you to create a chatbot with absolutely zero code. Even more, Xatkit is not only a no-code tool but also a no-learn one. Meaning that, instead of forcing you to learn a new interface to define your bots, you can just use Excel for your chatbot definitions. Creating bots doesn’t get easier than this!. As you can see in this demo, even the chatbot we have on Xatkit’s homepage has been fully generated from an Excel file.

You have all the details about this new Excel to chatbot service we’re offering on this page. We hope you find it useful. We do believe it really helps to democratize the creation of chatbots by bringing the chatbot definition process as close as possible to the end-user. And nothing more universal than a spreadsheet 🙂 . No need to code, no need to learn. If you know Excel, you can define your own bot!. Fill the template and in a couple of days we’ll get back to you with a ready-to-test bot. We’ll use this time to validate your bot definition, create and deploy the bot and do some internal testing before showing it to you. We’ll also take some notes on potential improvements in the bot definition that we can fix together before releasing your bot to the world.

Of course, you cannot create just any bot. This is an obvious trade-off if you impose the condition of writing zero-code to define the chatbot. Right now we’re focusing on Question & Answer bots but we’re working on other powerful templates that offer more flexibility while sticking to the no-code paradigm.

Trending Bot Articles:

1. Case Study: Building Appointment Booking Chatbot

2. IBM Watson Assistant provides better intent classification than other commercial products according to published study

3. Testing Conversational AI

4. How intelligent and automated conversational systems are driving B2C revenue and growth.

And we also plan to go beyond Excel files or, in fact, any kind of spreadsheets. If you have your bot defined somewhere/somehow, feel free to reach out with whatever you have and we’ll see how we can derive a chatbot from it, always looking to minimize your time investment. From our conversations with potential clients, we have realized that this initial effort to define the bot is one of the major factors that stop people from creating (and benefitting from) bots. At Xatkit, our commitment is to lower the barriers to entry to the chatbot world!

Don’t forget to give us your 👏 !

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If you know Excel, you can create your own bot! 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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