Why is my chatbot not working? This question sometimes appears in the forums dedicated to creating virtual assistants. The matter is of course complex, because there are many different factors that can lead to a problem. However, a very common reason is that created solutions are not suited to the final users and that they are created in a rushed manner. Let’s remember that the process begins before combining elements in the platform and consists of several moves. Like in a game – going through all of them will allow you to create well-thought-out, and thus effective solutions. And win the award for the users’ favorite chatbot. I invite you to read the article devoted to creating a chatbot step by step.
Good research combined with the analysis of the company and the target group is the basis for creating useful chatbots and is at the same time one of the most interesting and inspiring moments. As a result, you can get to know your recipients – their needs and problems, and thus create attractive messages.
If you have a specific audience for your Facebook profile, check their comments under the posts. Write down what questions they ask most often and what language they use. Maybe there is a closed group regarding the industry you are dealing with, where conversations are conducted in an even more natural way than those on the fan page?
Thanks to such an analysis, it will be easier for you to feel the specific style of expression which you can then transfer to the chatbot’s conversation scenarios. It will also allow you to find insights and understand your users better. They will ultimately be using your solution.
Research bucket list
It’s time to fix the main blocks that will appear in the chatbot. They must be based on the main purpose of your chatbot. I also point out here that the more complex the chatbot is (e.g. in the form of a tree), the bigger the challenge ahead.
How can you design conversation scenarios in the chatbot? The simplest way is to transfer ideas to paper, in the form of connected tiles. From which element by element, page after page, the chatbot sketch comes out. Ready-made templates that can inspire you to create a map of options for your chatbot are very useful at this stage.
Remember that many users of chatbot have never used such a tool before. The process of developing habits and understanding the operation of the application is a matter of time and practice. For example, using websites we often intuitively know what to click and where to look for a sliding menu. Chatbots are still a new solution, so people need to form similar associations and habits to move around their structure efficiently.
I’ll use examples. If you add a carousel in the chatbot structure, in the previous message inform users that they can scroll to the right and to the left. Whenever possible, set the keywords that will direct the user to the corresponding block in the chatbot. To get the most out of it, you should get to know intelligent responses (intents) in the Chatbot Creator platform, which will make your chatbot respond better to the questions users ask.
The next stage is transferring the project to the platform. At this point, you sometimes have to change the designed solutions because blocks or paths do not connect with each other as smoothly as you thought. Therefore, test new possibilities, make corrections, move the modules until you achieve a satisfying result.
If you use a ready chatbot template, this is the moment of matching its structure to your expectations and business – changing connections and adding new blocks.
When all the elements connect with each other as you would like you can finally refine the content (copywriting let’s go) and choose interactive elements such as emoticons or videos.
Don’t forget about the aesthetic aspect. The better the pictures and graphics look in your chatbot, the greater the chance that the solution will appeal to users.
Always remember to include the possibility of contacting the moderator. Thanks to this, you have a better chance that interacting with a chatbot will not change into a feverish search for contact options with people but make users interact with the chatbot with pleasure.
Usually while building your tool, you cannot see the flow of the conversation and judge whether it’s logical and well connected. That’s why it’s so important to test the chatbot continuously by yourself while creating its structure.
In the Chatbot Creator platform, there’s a show on Messenger button in the upper right corner of the create a bot module that opens your solution in Messenger’s window. You will see it after connecting your chatbot with Facebook.
At this stage, it is crucial that as many people as possible test the solution: ask questions in their own words, click on the buttons, try out functions. All this to check if your chatbot responds appropriately to the challenges.
The lack of such tests may lead to a worse indicator of correct answers in the chatbot.
What’s more, this stage is the extent of knowledge on the various ways of asking questions and insights about users. You can use this to optimize your chatbot and increase its performance.
When you finish a closed test, it’s a high time to connect your chatbot to your company fan page and introduce a it to the wider audience. At the beginning, always check the situation. Observe how the chatbot answers the questions and if necessary, take over the conversation to smoothly guide the user further. Write down your conclusions so your help will not be needed in the future. Be prepared for users to test the chatbot in the strangest ways and that some things simply cannot be predicted.
Use written conclusions and optimize the chatbot. You can enter additional keywords in the Train Chatbot module, add optional explanations or correct the texts.
Very often after creating a solution, people think that all the work is done. Thus, even the best-designed chatbot can be omitted by potential users.
That’s why the chatbot promotion is another important element. There are a lot of ways to do this – both those traditional, well-known to marketers – such as graphics or posts on social media, as well as new special plugins for websites, QR codes or m.me shortlinks, available on the chatbot creating platforms.
You will find more about chatbot promotion and options available at Chatbot Creator, in the post which will soon be available on our blog.
Good luck and stay tuned Chatbot Creator!