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9 Tips on How to Write a Perfect Chatbot Script

Diana Adjadj
min read
9 Tips on How to Write a Perfect Chatbot Script

When it comes to the chatbot design process, most people focus on the technical aspect of the chatbot’s work. However, it’s not the only thing that matters. Scriptwriting is another important aspect of building a chatbot.  

Today, we’re giving you tips on how to craft a perfect script that flows smoothly. Are you ready to take a few steps to improve your chatbot’s performance and boost interactions? Let’s get started!  

9 Tips on How to Write a Perfect Chatbot Script

1. Introduce your chatbot

At the very beginning of the conversation, the chatbot must introduce itself to the user and list the services it can provide. The first message of your chatbot script may look like this one:

“Hi, Alex! My name is Unicorn chatbot. I can help you place an order, check the order status, and restore your password at the XYZ.com website.”

This way, your customers are aware that they’re interacting with a robot, and not a customer service representative. It will help you to avoid misunderstandings and improve overall customer satisfaction.

2. Provide guidelines

Once the chatbot has introduced itself, it needs to direct your customers to the next step. The bot should provide basic guidance to direct the conversation in the desired direction.

For example, here’s a snippet from a conversation with a travel chatbot assistant. It perfectly explains to the customer what to say to check for flight prices in December.

Travel Bot: Find the best flights. Hi! I’m Travel bot, your personal travel assistant. Want to check out some flights from Dubai to California? Just say something like “Flights from Dubai to California in December”  

The instructions are clear. If your customers want to book a flight from Paris to London, they will type a short message:

“Flights from Paris to Dubai in December”

Such a reply will allow the chatbot to keep the conversation going. The chatbot will process an incoming message fast and accurately.

Now imagine that the chatbot hasn’t provided any directions to the user. The chances are the user will write a message similar to this one:

“I would like to book a flight from Paris to Dubai. What are the cheapest options available for the end of the year?”

This message is wordy. Which means it’ll take chatbot more time to process the request and provide the answer. Besides, such wordiness may negatively affect the accuracy of the chatbot.

Yep. Clear guidelines are really important.

3. Suggest options

Another way to smooth the communication flow is to suggest the user with a couple of answers in your chatbot script.  

Here is how it works. You need to write a question along with a few relevant answers. The user will need to click a suitable answer instead of typing a message.

If you build your chatbot conversation flow this way, it will require less effort from your customer to interact with the chatbot. The conversation will become more ‘meaningful,’ and your customer will get a better experience.

4. Use conversational language

Do you want to make the most of your chatbot? Use conversational language – choose an active voice over passive voice. Make your customers feel like they’re talking not to a robot, but to their friends.

Here is an example of the use of passive voice:

“Your coupon code has been successfully activated”

You can rewrite the sentence in the active voice:

“I’ve successfully activated your coupon code. You’re all set! Enjoy the discount!”

By using conversational language, you engage your customers in conversations and make them feel more comfortable talking to the chatbot.  

For some people, chatbots are still a new thing. So it’s better to use an appropriate amount of chit-chat and an active voice to encourage interactions.

5. Add emotional appeal

Your chatbot should behave in the same way as your customer service representatives do. Your bot should be polite, friendly, and should express gratitude, empathy, compassion, and other feelings and emotions.

Imagine you are designing a script for an airline chatbot. And you crafting a reply to travelers who are complaining about the lost baggage. You have two choices:

You can write a standard, robot-like reply:

“Please, provide the reference number to file the complaint.”

Or, you could write a more human-like response:

“Oh, no! I’m so sorry to hear that your bag hasn’t arrived on time. Let me help you fix this issue, so you can enjoy your trip to the fullest.”

Can you guess what will work better? The second choice. Travelers will be glad to get some empathy even though they know that they are talking to a robot, not a human.

6. Include the right level of personalization

Modern marketing is all about personalization. So, when you are writing a chatbot script, you should find a way to personalize your message.

The first thing you can do is to use a personalized greeting. If your customer has already provided you with their name (for instance, while filing a signup form), you can use it to your advantage.

Besides, you can personalize dialogue nodes using users’ date of birth, location, age, gender, and other personal information.  

Just make sure that you don’t cross that ‘creepy line.’  Try to be relevant and useful. Don’t overuse the personalization.  

7. Set the right tone of voice

Who your target audience is? What tone of voice do you use communicating with your customers on social media and via emails? You should keep your tone of voice consistent across all communication channels, and your chatbot is not an exception.

Let’s say your target audience is law students. Your tone of voice can be friendly and informal. Can you use internet slang, informal expressions, and emojis in your chatbot’s script? Definitely.

Now imagine that your target audience is qualified lawyers. Can you use the same tone of voice? No, you can’t. You need to make your chatbot’s messages sound more formal. You should get rid of emojis and informal words and add some legal words.

8. Proofread the text

Whether you write a chatbot script in a formal or informal language, you can’t ignore grammar rules. You should proofread the messages and make sure that they are free from errors and typos.

Seriously. Don’t ignore the proofreading process. In a chat, every minor mistake will be visible. Make the text perfect in terms of grammar before display it to users.

9. Strive for simplicity

While trying to make your chatbot perfect, you might create too much content. So, once you build the main dialogue nodes, you need to simplify them. You should drop all the words and phrases that don’t add meaning and rewrite long sentences.

Keep your dialogue nodes short and sweet, and your chatbot will attract more users.

Wrapping up

If you want people to interact with your chatbot, you should write a script that makes sense and flows smoothly.

There is no magic wand that would help you to create a perfect chatbot script overnight. So, get ready to work hard. Analyze your target audience, define common questions and answers, and outline the basic conversation scenarios. Make your chatbot more human, and you will achieve success.

Try it out with an Engati chatbot today.

It is often said that the dialogue elements used, with the dialogue flow, can make or brake your chatbot.
- Medium article on chatbot script.

About the author

Diana Adjadj on writing a perfect chatbot script on Engati

Diana Adjadj is a freelance writer and content creator. Currently, she works as a digital marketer and editor and TrustMyPaper and GrabMyEssay. You can also find her works at BestEssaysEducation, TopEssayWriting, and Supreme Dissertations. She is addicted to modern technologies, marketing, and writing.  

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