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Chatbot Training

1. What are Conversational Chatbots & how are they beneficial for your business? 

Conversational chatbots interact with your customers in a humanlike way to provide them with a good customer experience. They are built to bridge the gap between humans and computers, making communication easy and natural.

But they are not programmed to just chat with your customers, their primary goal is to help your business scale faster and efficiently.

They help in scaling your business by:

  • Collecting all the necessary information over casual chat.
  • Provide a 24*7 customer experience. Hence reducing wait time.
  • Multilingual chatbots help you cater to a global audience.
  • Saving the time of your agents by solving all the basic questions by themselves and transferring them only when required.
  • Saving your training cost, etc.

Adopting a chatbot is no less than adopting a pet, if you are not training them in the right manner they are bound to create chaos. Therefore, it's important to train them adequately.

2. Does your business need a conversational chatbot?

If your team is getting the same basic queries from your customers, and are looking to save some time by answering mundane questions through an automated solution, then a conversational chatbot is the perfect solution for your business.

Your chatbots can either resolve your customer’s queries all by themselves or can direct them to your agent or articles, whatever they feel is the best course of action after conversing with your customer. Chatbots can perform this task by matching the keywords from the questions asked by your customers. Both these solutions help customers in reaching their desired objective.

3. What key phrases do you need to train your chatbot with?

3 key phrases are very important when it comes to training your bot. These 3 terms are:

  • Utterance
  • Intent
  • Entity

 

A) Utterance:

Utterance, in simple words, would be predicting what your user might ask/say to your chatbot. It might include greetings, common queries, etc. 

B) Intent:

An intent usually represents what the customer is looking for from your chatbot. A good example would be, a person looking for the latest news from a news website. If they say "show me today's news", the chatbot collects the user's intent which is to read today's trending headlines. Intents are usually a combination of a verb and a noun, such as "ShowNews''.

C) Entities:

Entities are keywords or values that you can extract from a conversation that help make their intent more clear. A common user query could be "How to enrol for a chatbot building course?" Here the user might find the exact course, or they might also go on to try out a course similar to that what they were initially looking for.

So instead of creating individual FAQ's for each course offering, you can create an entity set with your custom values and add all the courses you offer in a single entity. This will help your chatbot give relevant answers each time your customer has a query based on the entity you have already created.

4. How to train a chatbot?

a. Define your chatbot’s specific use case & focus on a target persona:

The first and most important process of training your chatbot starts with understanding what problems you want them to solve. It's important to make a list of such problems early on. You can also start with the exact problem your business is currently facing and train your chatbot to solve that problem for you. This would ensure that the chatbot you have built is beneficial for your business.

You also need to focus on your target persona by considering things like:

  • Gender
  • Age
  • Location
  • Language
  • Income
  • Their Industry & Job Title
  • Hobbies & Interests
  • Buying Behaviour
  • Challenges they face, etc.

If you are planning to start from scratch, you can collect their info by sending in surveys and conducting customer interviews to understand them better.

Once you have successfully collected the information, the next step is to understand your customer's pattern. Go through their conversations and find a sweet spot which helps you to connect with them. 

You don't need to have a single buyer persona, you can have multiple person's and then train your chatbot accordingly. You can also take help from your agents in building an effective buyer persona by asking them the main reasons behind why customers contact your business. This will help you in understanding the popular issues your consumers are facing and what does your chatbot need to provide them with assistance.

b. Create Multiple Intents:

Your customers won't have a pleasant experience if your chatbot cannot understand their intents/problems. This can also result in them ending up frustrated, creating a negative user experience for your brand. To avoid this, you need to create specific intents that serve one purpose.

 

c. Build a diverse team to train your bot:

You need to prioritize building a diverse training team to train your chatbot for all the potential possibilities it can go through in future.

A single team won't be able to do justice when it comes to training and testing your chatbot, a diverse team is more likely to add and ask multiple questions in different ways. This will help your chatbot face any kind of customers with ease.

d. Allow your real users to test your chatbot:

Allowing your real users to test your chatbot can be a really good plan to check its functioning and to get a consumer perspective on it. Your consumers can pay attention to things like:

  • User Experience (UX)
  • Bots Flow
  • Response Time
  • Chatbots Accuracy
  • It' Fallbacks and Drawbacks
  • How Engaging it is, etc.

Your co-workers can be biased on giving their actual opinions on the chatbot at times. Therefore, getting inputs from your consumers on the following issues can help you in making the necessary changes to your bot to create a good user experience. 

You can try out a beta testing programme allowing your loyal customers to participate in testing your chatbots to get their honest opinions on it. You can also reward them for the same by giving them discount vouchers or coupons etc.

 

e. Add a personality to your chatbot:

Your chatbot is the bridge that connects you with your customers, adding a unique personality to it will help you connect better with your customers. Even if your brand has a professional tone otherwise, you can still indulge yourself in building a fun and engaging chatbot.

You can also add an Avatar to your chatbot to make conversations engaging and fun.

f. Don’t just rely on the text:

Just texts can be boring for your customers. To create that bond with your customers, you need to engage with them. Adding things like:

  • Cards
  • Webviews
  • Buttons
  • Other interactive components, etc.

You can also include product suggestions and CTA's to make it easy for your customer to find what they were looking for.

g. Never stop training, always try improving your chatbot:

Just building and launching a chatbot isn't going to help your business. A chatbot needs continuous support in terms of training, guidance and improvements to provide an excellent customer experience.

Always keep identifying the areas of improvement and constantly keep working on them to create new opportunities for your business.

About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

Check us out!