5 stages to build an
@Trang Thanh

5 stages to build an "almost" perfect chatbot

It is difficult to establish fully automated steps in the conversation between businesses and customers through chatbot, each step of building the process requires different considerations and it is generally difficult to achieve high efficiency because of the real-time nature of the conversation.

However, when building an automated chatbot, it helps businesses have more time for more important and complicated things: expanding the vision, business process and continuing to make big changes to grow stronger.

Although automating messages in conversations with customers can assist you with care - customer service, but it may also reduce customer satisfaction if you have no experience in building chatbot.

If deployed correctly, it will help customers assist counselors with more time to solve more complex problems.

Sadly, the automation process is not as simple as many people think. This is an experimental process, you are allowed to make mistakes and correct, optimize. Although to achieve high efficiency, you may spend a lot of time and cost. Some companies have greatly reduced customer support costs when building an effective chatbot

Chatbot is just a tool to support people, there is no perfect concept, it is important for us to accept the "imperfections" and continuously improve. If you still do not understand why we should use chatbot, try reading this article: 6 reasons why you should be concerned about Facebook Messenger Chatbot

Here are the 5 steps to help you build an "almost" perfect chatbot:

Step 1: Re- read and evaluate all the conversations that happened between your business and customers

The first step to automating messages is to understand the conversations your customer service has with customers. There are 3 questions you need to answer at this stage:

  • What are the most common problems customers often ask?
  • Repeat frequency of questions that are the same or similar?
  • How much time does it take for your staff to answer each question?

Departments you will have to ask are Business Development team, Sales team or the customer representative. You might be surprised because its repetitive will annoyed the employee (or it’s you if you are the one who is building the chatbot for the business), you may not get it all the answers.

It is best to ask the staff who participated directly in the conversation, especially the staff of Fan page chat. And at this stage, if the employee tells you that they haven't seen any similar or repeated conversation, you probably won't want to start building chatbot.

Step 2: Identify and classify customer conversation situations

Although based on principle, when it comes to automated chatbot, we all think chatbot is smart enough to answer to all your customers, at this time I have not seen such a successful chatbot!

The first steps to automating business-to-customer conversations are similar to business processes. Simple rules for answering incoming and repetitive messages. Therefore, we need time for more complex conversations, where human appearances are really valuable.

So how to determine which conversations should be set up first? After you have received feedback from the department staff, chat staff, you will have clues to continue this period. This is a method that most businesses have successful chatbot applications are using:

  1. Arrange the answers you get after surveying into topics (for example: the topic of asking for product information; warranty policy; return policy; faulty goods; promotion; delivery; ... )
  2. Find 50 to 100 conversations in each topic.
  3. Group these conversations with the same or similar answers.

Step 3: Experiment

Maybe before you run this chatbot officially, you should set up to run in advance for a small internal group or build chatbot on another fan page and navigate internally to test.

With the common questions or topics you built in chatbot, the best advice is that you should apply immediately to the stream for new subscribers to conduct surveys and optimize right from the first touch point between customers with bot.

The second thing you need to care about is the content that the bot will proactively introduce when contacting new customers while providing closed answers. Which means, the answers are automatically given if the customer asks frequently asked questions.

When you choose this way, there will be 2 problems you need to solve:

  • The first is how people are responding to closed questions? Does it have enough options for them to click on? Or will they ask another question? What is that question? And do you want to take the time to modify and optimize the old automated answers to improve chatbot?
  • Second is that you must clearly distinguish: which problem that customers still can interact with the closed answer, and which needs human appearance.

Even with frequently asked questions, you will probably never have enough data to build appropriate closed answers, chat staff is still a must.

Step 4: Put chatbot into operation

This is the step you need to spend a lot of time to evaluate and check to see how effective chatbot is, and what needs to be optimized.

You may need to check the matrix diagram below:

If the probability of a bot responding to customer questions is more accurate and the cost you spend on chat personnel is decreasing then you are on the right track. You can refer to this article to learn how to collect customer reviews when contacting bots:The chatbot script helps to direct customers to rate Fanpage

Although chatbot helps automate the support of serving many customer queries at the same time, it certainly cannot replace 100% of emotions and human experience in solving problems.

Therefore, it is still necessary to combine people to interact with customers after the chatbot phase has helped us filter input and analyze behavior through customer interaction with chatbot.

Step 5: Analysis and optimization

As mentioned earlier, automating conversations with chatbot is a process of trial, error and correction. Check out and analyze user feedback to improve bot's autoresponder structure.

The key to a successful chatbot is the organization of recording, evaluating and improving based on their findings from the person who set up the bot or the staff, the relevant departments.

I hope you can build an automated chatbot to spend more time on bigger things! You are worried about having to spend a big amount of money to build chatbot, DO NOT WORRY: Harafunnel will help you build chatbot completely free!

You don't know other great chatbot apps, checkout Messenger marketing and Harafunnel Chatbot courses today!


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