With the ability to help companies thrive and elevate customer experience, the potential of intelligent chatbot is enormous. Chatbots are driving a paradigm shift towards how information about products and services are delivered and consumed. Companies are now extensively using chatbots.

Chatbots are being deployed to bring unprecedented operational efficiencies by augmenting human capabilities. Several companies are engaging with both prospective and existing clients via messaging platforms, enabling purchases and other calls to action.

Bots are not a recent phenomenon and have been in existence since long time. However, recently bots have made it in the mainstream. Designing and developing a conversational chatbot requires implementing industry best practices in terms of user experience for creating real life conversations and tackle situation like unexpected scenarios, interruptions, tricky questions and other situations.

According to Gartner, Chatbots will power 85% of all customer service interactions by the year 2020.

There are Chatbot Development for Messenger Apps such as Facebook Messenger, WhatsApp, WeChat, Slack, Skype, Twitter, Google Home and Amazon Echo to help create bot experiences for personal, commercial, enterprise and automated use.

Here are few statistics that will

By 2020, the average person will have more conversations with bots than with their spouse.

  • 30% of web browsing will be done by voice (Gartner)
  • 74% of consumers say they used voice search in the past month, and daily use is up 27% compared to last year. (HubSpot)
  • 47% of consumers are open to buying items through a chatbot, and 37% would buy items from Facebook. (HubSpot)

By 2019, 75% of workers whose daily tasks involve the use of enterprise applications will have access to intelligent personal assistants to augment their skills and expertise.

Understand the Tech Stack

It is important to understand the technology stack before getting the stage ready for your bot development. Whether it is voice, chat, web or messenger, first figure out what works best for your users. This also includes the mode the bot uses to communicate with its customers.

The first and foremost question should be “Where are your users?” Based on the answer, you will be able to decide the platform for your users till the end interaction with the bot.

  1. Facebook Messenger, Kiko, Telegram, Line: These platforms caters to a large audience.
  2. Slack: Considered ideal while focusing on startups and developers.
  3. Google Assistant, Cortana and Amazon Echo: Ideal for audience for voice-enabled services.

Bot Best Practices

Keep it simple

Chatbot interactions require being efficient and hassle-free as possible. Completing a task through a chatbot requires effort from your customers and clicking or tapping through a menu on a website or app. Stay away from complexity and reduce the interaction to a simple chat UI.

Optimize for the end user

Bots should be used to elevate end user experience and not merely revolve around making life easy for customer support teams. It is paramount to answer that: would a humanized touch be better for the end user? If the answer is yes, you should not explore a bot. Bots should not attempt to replace humans; rather they should attempt to accentuate the strengths of human beings.

Select the right conversation flow

One of the most challenging parts about designing a chatbot is to make the conversation flow as naturally and seamless as possible. However, human interaction is comparatively concise.

A Caveat: Don’t just jump on Bot Bandwagon

Don’t just jump on the bot bandwagon because other companies are using them. Blindly emulating chatbot technology will have disastrous consequences. The loss of information and context by switching from a visual to a text-based interface might cause unnecessary chaos. Remember, chatbots can’t succeed as a standalone strategy; rather they need to seamlessly blend in to fit in your customer’s journey.

It is important to understand that going overboard with chatbot increases the chances of error and will require extensive testing. If there’s another technology that could alternatively be used for chatbot – test both and see what is more effective in helping your customers accomplish their goal.

Bots are not replacement of humans, rather bridging the gap between brands and consumers in ways that no other marketing platform has been able to do before.


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