5 Tips for Designing Your Own Chatbot

Due to the implementation of various machine learning algorithms, chatbots and conversational interfaces are now much better at understanding the true intention of the user. Add to this the fact that more and more devices have an internet connection, and it becomes easy to explain why chatbots and other conversational interfaces are becoming increasingly popular.

Machine learning algorithms have enabled chatbots to interpret text more effectively, making conversations with these robots feel increasingly ’natural.’ With the right design, it can sometimes be indistinguishable, and you might have even thought you were talking to a human representative when it was actually a chatbot!

Over time, at Machine Learning Company, we have observed many ‘do’s and don’ts’ firsthand. A chatbot can lead to significant annoyance if used incorrectly. To prevent this, we have compiled five practical tips in this blog. Good luck!

Tip 1: Make it clear from the Start that the User is Talking to a Chatbot  

Even if your goal is to make it indistinguishable between a conversation with a human representative and a chatbot, it is still advisable to clearly communicate that the user is conversing with a chatbot. The reason for this is that it creates empathy and makes any ‘strange responses’ from the chatbot less annoying. It is simply impossible to prevent this from happening at some point. Because chatbot conversations are preprogrammed, there can (especially in the early stages) be responses that do not perfectly match the user’s expectations.

Therefore, indicate at the beginning of the conversation that the user is talking to a chatbot. This can be further clarified by giving it a name and possibly even a face, such as using a simple avatar.

Tip 2: Take Control of the Conversation  

By applying machine learning algorithms, chatbots are now increasingly capable of interpreting text and making conversations flow more ’naturally.’ However, they remain robots and can get stuck at the slightest issue. To prevent this, it is important to take control of the conversation, thus reducing the likelihood of getting stuck.

Taking control of the conversation can be done in various ways; we always advise at least considering the following three points. Firstly, state at the beginning of the conversation which topics the bot can address. This makes it immediately clear to users what the bot can and cannot do. Secondly, ask as many closed questions as possible. When an open question is asked, the answer can go in any direction, increasing the chance of an unprogrammed response. Thirdly, present the preferred answer options as buttons. When a user receives a closed question with ‘yes’ and ’no’ answers, these can be easily displayed as buttons. This prevents people from typing responses like ‘okay, cool,’ ‘sure,’ or ’never mind.’ It’s not that a bot can’t understand these responses, but it is a potential point where a bot can get stuck, and you want to avoid that.

Tip 3: Be Flexible  

A classic: not everyone is the same. Consider your target audience and adapt your chatbot accordingly. These adjustments can be reflected in various ways. For example, not everyone likes to type a lot, such as older adults who may not see well or people with dyslexia. Perhaps for these two groups, it would be beneficial to offer the option to record a message.

The channel through which you deploy your chatbot is another example of where you can show flexibility. Dialogflow (a platform by Google for designing chatbots), for instance, offers the choice to implement a chatbot on Google Assistant, Facebook Messenger, Slack, Twitter, Skype, and many other channels. It’s up to you to find out through which channel your target audience prefers to communicate!

Tip 4: Train, Test, Train, and Test Again  

Do not take designing a chatbot lightly; it is not an overnight process. By testing extensively, you will inevitably find areas for improvement. Does it finally feel ready to you? Then have it tested by others; undoubtedly, they will come up with more points that need changing.

Of course, it is important to link the correct answers to the correct questions, but the biggest challenge generally lies in correctly recognizing the question by the machine learning algorithm. Due to the differences in language use among people, the algorithm must be trained to recognize all possible forms and match them to the correct question. In practice, it often turns out that the initial number of examples was insufficient and that more examples need to be added for optimal performance. This process of training, testing, and then training again simply takes time.

Tip 5: Start Small and Allow Time  

It is wise to start small when you first encounter machine learning techniques. Words can have multiple meanings, and when you aim to include dozens of topics in your chatbot, there is a high likelihood of some overlap. While humans are adept at understanding that words can have different meanings depending on the context, this is more challenging for chatbots. Therefore, it is easier to begin with a limited scope and gradually expand it.

Additionally, it is prudent to consider that not everyone is eager to communicate with robots. Avoid being too pushy and allow people time to adjust to this form of communication.

This blog has provided only five practical tips for designing an effective chatbot, but this is just the beginning. If you would like to learn more or use our services, please feel free to send us a message!