Tips to Improve Chatbot UX

By Marianne Chrisos - Last Updated on January 7, 2020
Tips to Improve Chatbot UX

How can you make your chatbot UX better?

Here’s what to know if your business wants to provide the best possible chatbot user experience possible.

Chatbots might sound like a futuristic technology from a sci-fi movie, but advances in AI have made it possible for businesses to use them today. Having an online chatbot for your business can benefit your business in many ways, including offering customers a more personalized, easy, or seamless transaction, as well as helping to gather data that your business can use to improve processes. Here are some of the ways to improve the chatbot experience.

Benefits of a Chatbot

To first know how to better the experience for users, you should know what kind of experience you’re trying to provide your customers with and how an AI chatbot with a conversational UI is helping your business meet its goals.

  • Availability: One of the benefits (and one of the top ways to make sure your business is providing the best chatbot experience) is availability. Having a digital customer service presence lets your business field questions or comments 24/7 and ensures your customers are able to reach your brand whenever they need to.
  • Staffing: Linked to availability, AI chatbots let you potentially reduce staffing certain positions and help your business save money while still providing a service.
  • Organization and automation: Chatbots make it easy to organize data and information automatically, as well as automate repetitive tasks, like handling frequently asked questions and other inquiries.

Once you have an understanding of how chatbots are helping your business and how your customers are experiencing your business through using chatbots, you can focus your attention to making the best AI chatbot experience for your brand.

Ways to Improve the Chatbot Experience

When it comes to designing the best chatbot, here are a few things to focus on to create a good user experience.

Personalization: A chatbot needs to have access to basic information to function, and one of these bits of data needs to be information about your user to customize their experience. That’s why the best chatbot programs will gather basic information before opening the chat program. Things like a name, location, and other details can help create a personalized experience. You also want to make sure that your chatbot is designed to learn and retain information as it goes along.

Personality: When writing the scripts for chatbot interactions, you want to make sure that your bot is a representation of your brand. Programming it to say things like “Hey” instead of “Hello” can be a small thing that makes a big difference in the way your customer experiences the chatbot AI interface.

Analysis: Not every interaction will be perfect – you want to keep detailed logs of errors or other issues and make sure they’re reviewed and addressed. Sometimes a chatbot’s basic programming won’t be able to fully address a customer issue, and the question or complaint will need to be escalated to a person. Having a process for understanding errors as well as shortcomings is important, whether you’re improving your current chatbot system or developing the design essentials for launching a new chatbot.

Has your business launched chatbot software? Do you find it to be benefitting your business? Are there ways you think the technology could generally be improved, or ways that you are working to improve the experience at your business?

Marianne Chrisos | Born in Salem, Massachusetts, growing up outside of Chicago, Illinois, and currently living near Dallas, Texas, Marianne is a content writer at a company near Dallas and contributing writer around the internet. She earned her master's degree in Writing and Publishing from DePaul University in Chicago and has worked in publishing, advertising, digital marketing, and content strategy.

Marianne Chrisos | Born in Salem, Massachusetts, growing up outside of Chicago, Illinois, and currently living near Dallas, Texas, Marianne is a content writer at a c...

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