Mobile assistants or chatbots are slowly making their way into the everyday world. Thanks to the growth of business and industry, chatbot development in Singapore is gaining significant ground. However, there are still a number of improvements to be added to make chatbots equal to their human counterparts, starting with the tone of the conversation. Chatbots haven’t reached the point where they are able to understand users and provide what they want. But, that can change.
Here are five ways to make your chatbot appear more human.
- Add some feelings into them
The reason why customers prefer human assistance to resolve their issues is because humans can sense emotions. Based on how the customer is feeling, human agents can adjust their demeanor and empathize with them. Empathy is an inherent characteristic of human beings. Bots, unfortunately, have lines of code inside them. But they can be programmed to acknowledge and validate emotions of customers. This prevents the issue from escalating and the customer is able to resolve their issue without having to lose their temper. For example, instead of a chatbot replying with “I do not understand what you are saying” for customer grievances, it can offer a different resolution or provide the contact for a human customer service representative.
2. Retain information
Many chatbots make users, looking for information, repeat their information over and over again. Imagine speaking to someone who keeps forgetting your name. How do you feel having to keep repeating your name only for the person to forget it the next second? It means the person isn’t paying attention or doesn’t value your time. The same goes with bots. If they do not retain customer information, then they are of no use to your business. Take the example of a restaurant app which keeps asking your current location every other line. Won’t you get impatient typing the same information multiple times? A good way to improve conversation is by integrating the chatbot with your CRM. If this isn’t possible, then you can ensure it remembers basic customer information.
3. Do not repeat
Most chatbots are guilty of repetition. When they encounter a reply with which they are unfamiliar, they repeat a programmed command like a broken record. Even when users type something else in frustration, the chatbot remains unhinged and goes on and on. One way chatbots can resolve repetition issues is by determining if they are going to reply with an answer that was already given. Another way is to keep track of the number of times an answer was repeated. If the number exceeds a certain limit, then the chatbot should provide an alternative solution
4. Use simple language
The main purpose of using a chatbot is to make communication easier with customers. If you bombard them with jargon and complex sentences, they will not understand what to do. Chatbots should reply in simple, short, and readable sentences. You can keep the dictionary for press releases and legal write-ups. Use everyday language and slang for chatbots. You can also add emojis and stickers to make the conversation friendly.
5. Add some spunk
The reason why Siri is so popular is that she has a quirky personality. She not only provides answers to your questions, but also injects some sarcasm, wit, and humor into them. Isn’t that how humans talk as well; a bit of everything to make a conversations light and pleasant? Chatbots should be able to connect with users at a human level. This means adding personality traits that will make them seem less robotic and formal. The reception to a more outgoing chatbot can be different based on each user’s preference, but it will definitely make for an interesting conversation.
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Also published on Medium.