We train our chatbot to converse in a natural way — a conversation that is not awkward, but also enjoyable at the same time. We learn how customers in a particular industry speak, and model our bot’s conversation patterns accordingly.
The role of a chatbot is not merely to answer questions, but it should be leading its conversation with the customers toward a certain goal. If the goal is to drive a product purchase, the chatbot should be able to encourage the customers to make a purchase.
For every project we work on, we conduct a UX Workshop to understand the goal of the chatbot implementation, as well as how to accomplish the goal. At the same time, we immerse ourselves in deep information about the end customers before we move on to the design stage.
Getting a clearer idea about the goal of the chatbot, as well as the customers that the chatbot will be conversing with, we start designing the conversation flow and how we direct the customers toward the goal.
After we deploy the chatbot, we continuously monitor the performance of the bot using data analytics. Aided by machine learning, our chatbot will identify a better conversation flow to accomplish the goal and iterate the pre-determined flow.