设计实时聊天机器人时应考虑的10件事

2411
如何开发聊天机器人

The current business world is extremely contentious. Now, meeting your clients’ expectations is not enough. You need to exceed them to stand out in the crowd.

If your customers are surfing the web at 4 A.M. in the morning with a fiery issue regarding your company, they await you to respond to it.

Usual working hours don’t matter a lot in the online world. What matters a lot is the way you handle the queries of your clients regarding your business.

如果您无法为客户提供他们正在寻找的解决方案,那么其他人将会!

However, before hiring staff to work in the graveyard shift, there is a simple and effective solution– Chatbots.

Designing a chatbot is like whipping coffee; it always requires the exact ingredients to prepare it, but slight variations to the method can change the entire outcome.

However, a recent study has revealed that 60% of participants state that bots are disappointing when it comes to solving their concerns, and that they 希望得到人类的支持 机器人来解决他们的查询。顾虑是真实的,但可能可以纠正此判断。

We will show you a few things you need to consider while designing a chatbot for your organization, which can satisfy the needs of your business and clients.

1确定机器人的目标

在开始设计聊天程序之前,确定聊天程序的最终目标非常关键。而且,如果您不确定机器人的用途,则需要重新考虑是否真的需要机器人。

以下是为您的企业选择聊天机器人的一些理由:

  1. 他们节省了您的时间和精力,并节省了从事定性工作的人力资源
  2. 自动化您的客户支持流程以进行相关查询
  3. 以最小的努力提高您的品牌价值
  4. 负担得起的开发成本
  5. 更好的用户互动
  6. 使用方便

首先,设置聊天机器人的目标。是否可以为您的徽标设计公司生成潜在客户?可能用于安排约会?回答常见问题?没有限制!

目标越具体,设计您的机器人并分析其进度就越清晰。用户仅出于一种目的而偏爱您的机器人–为他们的问题找到解决方案。根据用户的查询来设定目标,这样您就可以轻松地满足他们的需求。

2在基于规则的平台和NLP平台之间选择

确定聊天机器人的目标之后,就该决定如何设计机器人了。大多数聊天机器人平台都使用AI标签标记它们的机器人,无论它们实际上是应用巧妙的自学习算法还是只是坚持常规的IF-THEN指标。

因此,在为聊天机器人选择设计平台时,您将有两个选择–“ NLP”和“基于规则”。这些定义了您的聊天机器人在讨论中如何适应性和智能性。

基于规则的漫游器会根据指定的决策树做出响应。与流程图类似,计划进行讨论以预测客户端可能要求的内容以及机器人应如何回答。

For example, if a customer input includes words like ‘shop’ or ‘buy’, then send them a message with a list of products.

NLP机器人或自然语言处理机器人即使在问题更加复杂的情况下也能够假定上下文。而且,他们从错误中学习的能力有助于他们提高效率。

Presently, rule-based bots are a cheaper, quicker, and more efficient option. Furthermore, transparency regarding their function range encourages users to engage efficiently.

3了解您的客户及其输入

设计机器人时,牢记您的客户非常重要。他们拥有什么类型的技术技能?他们有时间使用自助服务吗?他们喜欢哪种对话?

他们想保持清醒还是随意?用户的选择只是一枚硬币。另一面是真实的用户输入和事实。您需要在聊天机器人对话中提供哪些类型的信息?

Will users need to type the query or just select from the available options? If they need to type the query, then which language do they use?

您希望用户与机器人进行交互的方式完全取决于您。根据进行的一项调查,人们希望将公司徽标视为漫游器图标。现在回到基础,您的徽标应该很有吸引力,以便可以与用户联系。诸如Designhill之类的AI驱动工具可以在几分钟之内生成用户友好的徽标。

4确定平台的局限性和缺点

After deciding the preferred platform for your bot, you need to figure out the drawbacks and limitations of your platform.

Most of the rule-based platforms are based on multiple choice, without the opportunity to write unique answers.

You can guide the conversation in a particular direction through this platform, but you can’t compose proper answers to problems that may be asked during the conversation.

Moreover, a few platforms require input questions and their responses in a coded form, which needs knowledge and interest in coding to enjoy using them.

So, it’s better to select a thoroughly-tested platform as it has come along with comprehensive documentation on facilities and tools.

Furthermore, you can join various online communities and forums to know more about your platform. These platforms will help you in troubleshooting your issues effectively and quickly.

5设定基调和个性

您的机器人代表了您的组织,通常是与您的客户进行互动的第一个机器人。因此,必须设置与您的品牌价值相符的沟通氛围。

You can treat your bot as your digital employee and even enhance your brand image by providing it a friendly persona.

A recent study has revealed that users favor bots with human traits. A personalized and friendly answer by the bot can make your users’ chatting experience more positive.

Siri by Apple is one of the best examples of a humorous chatbot. It’s a sweet and friendly character initiated by the organization.

However, don’t impose humor unnecessarily to audiences that don’t want those features. A simplistic, helpful, and friendly bot is the best option for several brands.

6保持简单的对话流程

Bots可用于执行简单且指定的流程已建立的重复性任务。如果您试图设计一个自学或自知的聊天机器人,那么注定要失败,因为这种先进技术尚未出现。

因此,重要的是要包含与您为聊天机器人建立的目标相关的非常具体的主题。讨论越复杂,越分支越多,讨论变得不满意的风险就越大。

7应用提示

If a bot usually asks indefinite questions like“what do you want to search?”, such type of conversation can turn into a guessing game.

The customer will get confused in deciding what a bot can do, and the bot will also get confused in presuming what the user expected.

但是,使用网站上的提示可以帮助展示机器人的功能。您可以设置可单击的菜单或提出推荐的解决方案,因此不会造成任何混乱或疑问。

此外,可点击的菜单或元素将节省时间以及用户的努力。

8允许从聊天机器人轻松转换为人工协助

A bot can’t handle every possible question, particularly when it comes to criticisms or unusual cases. That’s when a human assistant comes into the picture.

A frustrated user prefers human assistance to resolve the issue. So, while designing your bot, make it simple so it can switch from chatbot to human assistant.

The most sensible alternative is to combine the chatbot platform with your live chat platform to make conversation handovers quick, easy, and simple.

9尽早进行质量检查

No matter how hard you try, there are a lot of things that are impossible to predict during the planning or designing phase.

If you start testing in the early phase, you will notice the places where the chatbot is lacking, even before the launch of the bot.

Furthermore, you will need a Live testing feature to perform this test. You can test every conversation or story created in the chatbot internally before its launch.

您需要确保它能够按预期工作,然后用户才能将其用于查询。

10在被动和主动之间保持平衡

聊天机器人可以 成为您品牌的明智推动者。他们可以鼓励用户开始有关促销和交易的对话。

For example, after a user stayed on a webpage for more than 30 seconds, a bot can proactively prompt a message for a user stating– “Hey, just want you to know that today we are offering free shipping to the users on every order. Want a promo code?”

或者,您可以与他们分享特别优惠。例如,机器人可以提示 “嘿,我们有名牌服装在售吗?单击此处查看。”

但是,如果您打算采取主动的方法,则最好将弹出窗口放置在不显眼的位置。根据研究,右下角是最佳选择。

此外,人脑从左上方到右下方浏览页面。因此,在用户批准聊天机器人的助手之后,这是展示您的产品和服务的好机会。

看起来像是Salesy和Clingy,对吗?

That’s why it’s important to maintain a balance between replying to a user’s requirements and providing a complete service experience.

例如,如果某个机器人在帮助用户查找新的学习桌,但随后该机器人开始推广高档家具,则显然会使用户感到沮丧。这些产品是相关的,但对用户没有帮助。如前所述,需要保持平衡以避免这种情况。

喜欢这篇文章?订阅我们的提要!

作者: 爱丽丝·杰克逊

爱丽丝·杰克逊(Alice Jackson)是一家众包公司的博客作者和数字营销顾问, 设计山。她是社交媒体爱好者,在线市场分析师,业余设计师和狂热作家。她撰写了多个主题的文章,包括社交媒体营销,内容营销,设计趋势,启动策略和电子商务。当不写作时,她喜欢花时间阅读浪漫小说。

分享