hou shalt not commit the 7 deadly sins when building a chatbot.
What we mean are the mistakes that businesses tend to make when creating their AI chatbots.
Chatbots are the current software stars across industries. They are easy to create and use, and they can effectively help you out with your work.
Be it enhancing customer experience, generating and qualifying leads, boosting sales, or boosting ROI, chatbots are ever-ready to contribute to business growth.
But, while you consider the virtues of a chatbot, you must also consider the vice. Avoid the mistakes that brands often make when creating an AI chatbot for their brand.
To ensure efficient and awesome chatbots serving your customers, keep in mind these 7 common mistakes while developing your chatbot.
Stay with us!
Top 7 Mistakes to Avoid in Chatbot Development
1. Generic chatbot design
A generic chatbot design is a big no-no. When you have a generic design for your chatbot, personalizing with users may become difficult.
Such chatbots fail to personalize their conversations according to the user’s priorities. Hence, it will result in a poor customer experience.
Instead of designing a generic chatbot, try to create a bot that addresses specific needs. You can design your bot according to specific requirements.
For example, a chatbot exclusively for customer support, query resolution bot, lead generation, quiz bot, or survey bot for collecting feedback through surveys. Creating such chatbots with a purpose will help you improve your overall user experience.
2. Chatbot launch without a goal
Suppose you run a business without knowing your target audience! Sounds like a disaster, right?
When starting a business, you must know to whom you are selling your products and services. Knowledge of customers will help you address their pain points. Similarly, your chatbots need a pre-decided goal to work on.
Without a properly defined goal, your bot will not yield the optimum results for your business. So, what is the goal that you want your bot to achieve?
High customer engagement? Lead generation and qualification? Social media marketing? Or something else?
Decide on a goal and then launch your chatbot. This will ensure that your bot understands the users’ needs and provides relevant responses.
So, decide the goal for your bot before the development process.
For instance, if you are looking for a bot to manage social media marketing, then, read here about Facebook bots that can be an asset for your social media marketing strategies.
3. Picking the Wrong Use Case
Choosing the right chatbot use case is important. Picking the wrong use case may be troublesome for your business in the long run.
This is because, with the wrong use case, you will fail to achieve the set goals in a structured manner. Thus, picking the wrong use case is the chatbot practice to stay away from.
Right now, there are several chatbot use cases to choose from – customer experience, marketing, automation, etc. For instance, if you want to automate the response of your Facebook page comments chooses automation as your use case for bot building.
Picking the right use case will help you improve sales and boost your satisfaction level.
4. Ignoring the Conversation Rules
One of the most significant mistakes to avoid in chatbot development is not following the conversation rules. Your chatbots must align with certain rules when interacting with customers. Following these rules will help you build conversations that are interesting, engaging, and solution-oriented.
Following the conversation rules also help you define the personality of your chatbot. Your bot will sound more appealing and interesting which may result in higher user conversations and conversions too.
Here are a few rules that may help you while designing your chatbot conversation.
- Keep the tone of the conversation in check. Make it less complicated and more welcoming
- Do not forget the visual elements. Use media elements like images, videos, pictures, and GIFs to make the conversation fun and interesting.
- Train your bot to address the pain point directly without beating around the bushes. Let your bot identify the user problem sooner and offer support instantly.
Check out the best practices to follow when building a chatbot.
5. Skipping the ‘test bot’ step
One of the most common mistakes that businesses make is planning the launch of the bot without testing it.
Well, testing the bot is an important step in the bot-building process. No matter how confident you are about the bot functions, do not skip this step.
Launching a chatbot without testing may directly fail. Perhaps, your bot may not be ready to resolve the complex user requirements. Also, without testing, your bots may fail to offer solutions to customers in real-time causing a negative shopping experience.
So, consider testing the bot before launching it. Once you are sure about the bot’s proper functioning, you can make improvements wherever needed.
6. Avoiding bot performance monitoring
The bot building process does not end with testing and deploying the bot. There is an additional step that is crucial – performance monitoring.
Even after you have deployed the bot, you must monitor its performance through bot analytics.
Konverse AI offers a detailed bot analytics feature wherein you can track the important metrics of bot performance like the number of conversations, session time, customer locations, devices, etc. Check out the bot analytics feature here in detail.
You can track the essential chatbot KPIs like chatbot response volume, retention rate, milestone achievement, goal completion, etc.
By tracking the KPIs you can scale the chatbot’s effectiveness. Also, you can understand what needs to be improved to make the chatbot performance better.
7. Creating Mechanical Flow-Based Chatbots
Focusing too much on flow-based chatbots can make your AI bot more rigid and less flexible. These bots won’t be able to adapt to the various conversation tones as they will follow a pre-defined communication approach.
Since, customers prefer more human-like conversations with bots, defining the communication approach may result in not-so-interesting customer interactions. With such bots, you may face challenges like:
- Negative customer experience – Your bots may fail to understand user emotions and experiences. Also, they may not be able to personalize conversations.
- Less analytical – Your bot would be less likely to contribute to business growth if it has a low analytical capability and data security.
- Low-quality conversations – If your bots follow a pre-defined communication approach only, it may result in irrelevant responses to customers. Thus, the overall quality of the conversations may drop significantly.
Hence, you must build bots that follow conversation rules but are also flexible enough to adapt to the frequently changing emotions of users. With such intelligent bots, your customers would get their issues resolved fast and have a positive experience with your brand.
Check out how you can design your NLP bot conversations here.
Build your Chatbots with Konverse AI
While you must be careful about the 7 deadly mistakes during bot-building, the overall process of creating a bot is pretty easy.
Konverse AI makes it easier with its drag-and-drop bot builder, easy-to-use dashboard, and the varied features on the platform.
Take a glance at the quick steps of bot-building with Konverse AI.
- Sign up with Konverse.
- Log in and start building your bot from the Konverse dashboard> Story Builder option.
- Create the conversation flow (Be careful about the 7 common mistakes)
- Test the bot after designing the entire conversation
- Make changes if required and deploy the bot across various platforms – website, messenger (Instagram, Facebook, Google Business), WhatsApp, etc.
To know more and understand the platform better, reach out. The Konverse team is ever-ready to help you with the bot-building process.