UX Chatbot: Best Ways to Keep Your Customers Engaged
When it comes to automating customer interactions and making user journey comfortable, user experience plays an important role, in fact, it is everything. We all know that chatbots wield the power to radically bridge businesses and consumers through scalable and engaging conversations.
so, Instead of the one-way efforts of traditional marketing, the limited bandwidth and knowledge of a salesperson, and the time-consuming process of standing in the queue for your purchase to be processed by a cashier, chatbots mold all of these steps onto one platform, in one engaging conversation.
The difference is just as stark when compared to the norms of digital shopping. A user browses for items that meet his requirements, checks reviews from around the internet, sends the inquiry to customer support via email — the experience, though limited to the web, still takes a user on a journey that is largely unconfined.
Being a Developer, you must remember that the AI chatbot experience is, ultimately, a redefinition of the shopping experience. Apart from designing buttons and color palettes, UX encompasses the parameters of user flow and conversion.
Let’s check out few key elements to chatbot UX:
Context & Understanding: Apart from basic the welcome chit-chat, what does your chatbot can actually do? Can it process complicated queries? Does it know how to operate on keywords? Does it store in its memory different variables/insights obtained from the different conversations? Or is it like that your bot forgets what a user says after each input? Context awareness is very critical in the ability to maintain an efficient, conversational exchange with users.
Conversation: It is the most essential part of any chatbot that intends to be useful. A bot that can’t hold a conversation or can’t engage the customer is nothing but just lines of code taking up space in a web server. Here, it’s helpful to remember who your end users are, and what kind of response they require from a chatbot in order to initiate a dialog or respond promptly.
Dialogue: The conversation must be driven by user needs. Why people are visiting your site? What is the intended conversion? What kind of content and responses/answers should you have prepared? What sort of questions should your bot be asking? What important information should it be storing? Try leveraging user personas to direct the flow of conversation around their needs.
Escalation: Today, even the best AI has its drawbacks. Unfortunately, We’re not yet at a point where chatbots can understand customers to the fullest extent in every situation. To prepare for those circumstances, it’s often helpful to hand over the command to a live agent who can take over a conversation exactly where the bot left off. Upon escalation, the chatbot delivers the history of the conversation and the exact context to the live agent taking over the chat, establishing a seamless and unnoticeable replacement without the need for repetitive information from the user.
Function: Conversation is what embeds a chatbot into a user flow, but functions — such as the ability to purchase things — are what makes it a buyer friendly. Your chatbot should be capable to accomplish the same tasks as in-store employees: answer the questions, process answers, locate the items, complete transactions, etc. Utility, provided by webhooks, transactional capabilities, and third-party integrations is what makes a chatbot a useful, a usable piece of technology to consumers. When stripped of its purpose and practicality, a chatbot is nothing more than a gimmick or a written line of code.