When you’re building your bot, never assume the customer knows anything about you or your business, or even perhaps, what they want themselves! You need to program your bot as though you’re new to this entire experience, and have a ton of questions. Your bot should be intuitive and guess at the most common things anyone would ask upon discovering your site.
You’ll want to start by giving your bot a unique name. For example’s sake, we named ours “Magibot” considering our business’ name is Magiweb. This creates a link between the bot and our company, as well as gives visitors a memorable name to recall when looking for our bot. You’ll want to give your visitors some hints on how to get started using the bot – like telling them some phrases or words they can type in to go specific places within the bot’s capabilities. Example, “You can say products, services, sales, promotions, or help“.
Keep it Natural
You want your bot to seem like someone is dealing with a human being, rather than an emotionless web presence. The best way to do this is to reproduce actual conversation between people. If you’re uncertain what it would sound like, practice what you want your bot to say with a business partner or team member first and if it sounds forced, cold or ridiculous, try again until it feels like proper give and take, back and forth, as though someone is dealing with a human being, and not a bot.
You’ll also want your bot to be or seem, as smart as you are – but you’ll want to avoid complicated grammar or overly large words which can confuse the reader, or put a full stop on the comfortable flow of conversation and leave the reader feeling inept. Shorter and more concise sentences work best for the bot, and for your visitors.