How can a chatbot be built?

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By now you might be clear what “Chatbot” is. We come across enough chatbots every day while using any app or software.

Chatbots are generally called artificial agents used for the conversation between the users or customers and the robot. These are the programs or software which simulates the conversation. Here the target customers chat with a pre-programmed robot, hence the nickname “Chatbot”. 

In this blog, we will understand the whole process of building a chatbot considering the goal of the organization. 

Chatbots are normally used to automate certain tasks, meaning they can run without specific instructions from humans. The data is already being fed into the system with specific words, phrases, and key details. Whenever the Chatbot receives any query, it triggers the answer from the available knowledge base.

A chatbot can perform identical tasks which are similar in nature. Chatbots are also much faster at these tasks than humans. Say for example a real agent or associate spends hours catering to a few queries of customers while with the help of chatbots multiple queries can be sorted in no time.

Moreover, many repetitive questions create boredom in an individual agent, which ultimately affects productivity. This human drawback can be easily solved by Chatbots. As N numbers of queries with repetition can be solved hassle-free, fast, and in real-time.

How do Chatbots work?

Normally, chatbots operate over a network. People generally use various messaging platforms to have conversations.

According to the 2021 research report titled “Bot Attacks: Top Threats and Trends” from security firm Barracuda, more than two-thirds of internet traffic is chatbots.

Chatbots are made from sets of algorithms that aid them in their designated tasks. These tasks include conversing with a human, which attempts to caricature human behaviours, or gathering content from other websites. Chatbots have a huge variety but perform the same task of having conversations with customers. A chatbot uses one of several methods to operate.

  • The Chatbot that performs on the basis of the preprogrammed script is a rule-based chatbot.
  • The Chatbot uses Machine learning for understanding the human language is Intellectual Chatbots.
  • The mixture of the above two chatbots is Artificial intelligence Chatbots.
  • When a Chatbot identifies similarity in conversation and works accordingly it’s called NLP Chatbots.

Organizations or Businesses also use the Chatbot manager software which funnels the chat and protects the system against malicious chatbots. You may also consider it as a Web security manager. Here the Chatbot manager classifies the incoming chats of humans according to the pre-programmed details and if any suspect is identified it can divert the traffic to the website which can create a big bang effect on the business.

What are the types of Chatbots?

There are wide varieties of Chatbots available, according to the use and the goal of the business or organization. Some common types of Chatbots are given below:

How can you lift sales with chatbots – 2

Chatbots

It’s software that imitates human conversation. One of the first and most famous chatbots before the web was Eliza, Who pretended to be a psychotherapist and answered questions with other questions. 

Social Chatbots

These bots, often considered opinion bots, influence discussions with users on social media platforms.

Shop Chatbots

Many of these programs shop around the web and locate the best price for a product a user is interested in buying.

Transactional Chatbots

These bots are designed to simplify tasks that would otherwise be performed by a human with smartphones.

As Chatbot is now a huge term and further we get lost with the discussion, let’s focus on the reason this article is being prepared and that is “How can a Chatbot be built?”

Today, everyone can build chatbots with visual drag and drop bot editors. You don’t need coding skills. The purpose of conversation design is to make the experience feel invisible. Now the users expect Chatbots to do more than simple conversations like  “Hello” and “Sorry, I didn’t get that.” 

Most people feel intimidated by the process. It looks like a complex task, and it is unclear how to make a chatbot or where to start.

In this blog, we are going to learn how to build a non-code chatbot, with a detailed step-by-step explanation.

Let’s see the strategies for building Chatbots faster.

What are strategies to build your Chatbot?

Below are mentioned steps to be followed like any of the managerial decisions we take in our business.

Things to look at first before building a Chatbot

  1. Identification of the Targeted Audience.
  2. What is the purpose of having a Chatbot?
  3. Choose the Channel or location of Chatbot.
  4. Choose the Platform.
  5. Design the chatbot conversation in a chatbot editor.
  6. Set the Key intents and test the Chatbots.
  7. Build a Storyline & train the Chatbot.
  8. Collect Feedbacks
  9. Maintain the Performance metrics.

How can you lift sales with chatbots – 3

In our strategic process, before we start production on any chatbot, we run them through a system specifically designed for customer acquisition chatbots. The keys are audience, goal, performance, key intents, storytelling, platform strengths, and feedback.

Conversational Chatbots somehow fail to imitate human behaviour, however, there is continuous update in chatbots according to their use. We need Chatbots on our websites to answer multiple questions faster, and accurately, make the website more interactive, provide a luxurious customer experience, and most of all available anywhere and everywhere.

Let’s have a detailed look over the steps and understand the things in brief:

Looking for the target audience? Well, let Chatbot help you!

The ultimate goal of every business is to give a luxurious experience. Your design should be in such a way that the customer is chatting with the brand and extending in a consistent way across all channels.

The audience will be your guiding map right from your origin to your destination.

What is the purpose of having a Chatbot?

A goal is a kind of filter or funnel that is used to have a clear picture. Here the next step is deciding the goals or purpose of a Chatbot. With making an impact on the business through Chatbot, it is important to know that Chatbot is not specific to one industry, rather it supplies in every field like education sectors or any small or medium scale business. 

Value is the only thing that makes the difference between simple and smart Chatbots. It’s your call to decide how you can create Brand value.

Choose the Channel or location of Chatbot.

What should be the communication channel depends on the goal you have set. Where you want to have a conversation on social media or directly through the website. Many chatbot development platforms offer multiple integrations, so you can use chatbots across many channels.

Since the type of Chatbot is selected and the medium is also decided, it’s time to select the providers.  

  • Simple Chatbots suffice for simple conversations that are preset with limited accuracy. After all the chatbots are dealing with humans and chances of error may occur, or sometimes chatbots may be left with no matching answers to keywords.
  • AI-based Chatbots AI chatbots are programs that simulate human-like conversations using natural language processing (NLP). These types of chatbots are gaining more popularity as compared to simple chatbots.

The organization can choose the platform based on the requirement and budget which has been allotted for the same.

Custom the conversation recipe for further communicating with customers

The flow of conversation is created through a click, drag and drop system. Let’s assume you want to give a product discount to users who enter a specific landing page of your mobile accessories shop and collect their emails in return. 

To start, log in and go to the chatbot builder. Begin with the trigger a condition that makes the chatbot send a welcome message. If you want the chatbot to appear on a specific landing page, start with a Visitor who opens a specific page node.

Then decide the conversation you wanted to have with customers. For instance Set messages for those who want a discount on your product.

Here we are!! We have designed our first chatbot.

Set the Key intents and test the Chatbots.

Identifying the intention and parameters and the course of actions performed by the chatbots when they move through the conversion funnel will help create a streamlined design and manage the user journey.

Similar to the Goals, the feature and key intentions to install the chatbot should be highlighted, so that people don’t misunderstand that chatbots do everything.

When we highlight the intentions it will ultimately connect the business with the goals to be achieved.

The final performance can only be seen when the chatbot is tested on the real screen.

Build a Storyline & train the Chatbot.

The storyline defines the flow of conversation. Setting a storyline means setting a flow of how the customers are being treated. The efficiency of Chatbots defines the success of Business.

The script guides the customers engrosses them with the business, and finally gives them a friendly environment where they can have a streamlined experience.

To train the chatbot, analyze your customer conversations, and find the most popular queries and frequent issues. 

Know your customer’s experience through their feedback

The customer’s feedback through words is the scope and area of improvement. The errors of products can only be found where there is valuable feedback from the end-user. Only visitors can actually identify the value of your chatbots.

The feedback can be collected directly or through a customer feedback survey. The end results identify the area of improvement.

Uplift your performance metrics.

Once the whole process is complete the final step is to generate the performance report based on the data collection and analytical tools. The maintenance of reports will help to identify the overall success parameters.

This will help to identify what kind of Chatbots works for your business.

Conclusion

Now you know what the workflow of building chatbots looks like. Always give the Chatbot a human touch, give an option to contact human agents, and try to mimic a real human conversation.

The Best Way to Support Your Customer

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Used by 100+ eCommerce Brands & SMEs to improve Customer Support and Revenue

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Gaurav Nagani

Gaurav Nagani

Gaurav Nagani is Founder and CEO of Desku.io, Helping SMEs to Provide Better Customer Support Experience.
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