Chatbots have gained popularity in the online world recently and are indeed a creation worth trying. More and more businesses face the challenge of creating healthy relationships and bonds with customers online.
It is no longer enough to make your business visible on the web and rely on a few ads to do the work for you.
Nowadays, visitors and customers are more and more active, demand more answers and require more research before making a purchase. Regardless of the business sphere, owners of online businesses are most likely to have come across the challenge of ensuring their company can communicate with customers or potential clients 27/7.
And this is where chatbots come in to save the day!
What Are They?
With the digital world taking a more significant part of our lives every day, expectations are that by 2020 85% of interactions will be managed The popularity of chatbots has already been witnessed, with some businesses in different sectors implementing the technology.
To simplify the nature of chatbots, in basic terms they are computer programs created to simulate a conversation with human users on the web. The primary purpose of implementing a chatbot is to automate customer support and provide responses to queries all day, every day, without the need to hire employees to carry out the task.
The role of chatbots does not end there as they are also capable of gathering information, assisting with tasks such as organizing meetings and bringing cost reductions to businesses.
Chatbots Taking Over
Examples of how this artificial intelligence tool can help are endless. Retail stores can use a chatbot for promotions, restaurants to make online orders, marketers to get responses from campaigns or even collect data on satisfaction levels from clients.
They can even be used by a business like writings to collect data on requirements for content editing or creation. A chatbot can be programmed to use any information you desire and therefore can serve as a substitute for a human, to some extent.
Of course, its capabilities have limitations, and a chatbot is not yet able to completely replace the human contact that is an inevitable part of the customer relationship building process.
Making a Chatbot More Human
As great as a chatbot can be, both for consumers and for businesses, the fact remains that they are artificially backed and cannot be compared to human intelligence and communication, which involves emotion and other capabilities, unknown to machines or technology.
Aspects of the human communication such as humor or sympathy are not only crucial in regular contact but can be deal makers or breakers when turning a lead into a customer or helping a loyal client with his next purchase.
There are a few tips that will help you make a chatbot seem more human and therefore increase the chance of relating better with your customers or users, establishing a higher degree of trust and ultimately, building a robust and healthy relationship.
Building Emotional Responses
Technology today is still resistant in figuring out how to display emotion via artificial intelligence. However, excitement is one of the critical foundations of human contact and providing it to customers will undoubtedly increase chances of relating better and helping users understand your business and get the most of your products or services.
The good news is that chatbots can be programmed to detect different emotions encrypted in a user’s message and react with the necessary emoji icon, showing it relates to the user’s feelings and impulses.
Imagine how cool it would be if a user sends a message sharing how sad they are that their favorite product from your business is out of stock and your chatbot responses with a sad emoji and a word like “I’m sorry, I would have loved to make you smile today!”.
Such a response triggers feelings of human connection and is likely to keep your business’ visitors coming back.
Making Your Bot Cooler
To make a chatbot seem less programmed and more human, it is key that their pool of information is varied and they have access to more options to use as responses.
Even details such as “okay” responses can be tailored to look more human by including a few options that a chatbot can use in such scenarios.
For example, making things a bit for fun with options such as “okay,” “you got it,” “roger that,” or “aye aye captain” will create more of a human touch to the conversation.
Of course, it is essential to think about the tone of your business and synchronize the chatbot language with it.
Use of Voice
Okay, this is probably one of the first things that either wins or loses the user. This detail is more important in cases where chatbots use audio for messages but can apply to the written word as well as the tone of voice can be felt. Imagine the difference in user experience between communicating with a chatbot with a robotic voice over a human voice.
If you want to make your chatbot sound more like a friend rather than a machine coded to provide results, it is a good idea to use real, human voice for a response.
Another essential part of human contact is the diverse set of personalities we are each carrying. Based on your business’ nature, it would be beneficial to establish a particular character that is coded within your chatbot in the way it responds, jokes, answers or provides other information.
Attach certain moods to the chatbot responses based on the detected user information to ensure that your chatbot is more adequate and fun to talk to.
Although human nature cannot yet be fully imitated by artificial intelligence, these few pointers will undoubtedly make your chatbot sound and feel more human, increasing the trust and reliability from users and potentially maximizing sales and profit for your business.