Chatbot FAQs

Are you building a chatbot for the first time?

Are you new to chatbot technology?

If the answer is yes, we have compiled the most common chatbot FAQs for you in this article. 

1. What is a node?

A node can be defined as a specific scenario or a part of the bot flow that you want to execute of the overall bot flow. It could be anything – a welcome greeting, product overview, or image relevant to your business  These messages are set according to the target customers.

You have to add new nodes with the help of 11 different actions to build the bot flow. You can learn more about all the actions offered by REVE Chat.

2. What are triggers while building a chatbot?

Triggers are predefined events to be selected while setting the profile of the bot. You need to choose from the options for all visitors, new or returning visitors.

Based on the selected trigger the chatbot will initiate conversation.

• Trigger the bot only for all visitors – The bot will fire triggers to all your website visitors and customers without any specific conditions like new visitors, repeat visitors, browsing duration of the visitor, etc.    
• Trigger the bot only for the new visitors – The bot will fire triggers only to the new visitors to your website by sending customized greeting messages like: “How may I help you?”
• Trigger the bot only for returning visitors – The bot will fire triggers to the same or repeat customer by saying “Good to see you! How may I help you today?”
• Trigger the bot for clicking on the chat banner – The Bot will fire a trigger only when the visitor clicks on the chat widget. 
• Trigger the bot based on the URL –When the visitor moves on to a specific page on your website then the trigger will be fired if you choose this one. For e.g. Features or the Product page.
• Trigger the bot based on browsing duration – When the visitor stays on your website for a specific time then the trigger will be fired on choosing this trigger event. Suppose your visitor stays more than 3 seconds on the pricing page, the bot will trigger “ Get 10% discount off on today’s sign up”.

Choosing the right trigger helps to engage customers in the right way and reduce the churn rate.

3. How to transfer between a chatbot and live agent?

At times customers ask queries that are complex and the bot fails to understand their request and provide a relevant answer. For such scenarios, you have to customize a fallback message.

Fallback scenarios identify the break-up points in the conversation and define an alternate solution, the bot can offer to the users. Ensure that you have well-defined fallback scenarios while designing chatbots. 

Once you configure a fallback message, you have to set the number of queries for triggering the fallback for e.g. after 2 or 3 questions that the bot finds complex to understand. After that, you need to choose the options of going back and connecting with the support agent.

4. How can I measure my bot performance?

Measuring bot performance is a part of chatbot best practices and extremely crucial to understand if the user experience with the chatbot was good or not. It helps to keep an eye on the way your customers interact with the bot.

Here are the key metrics to measure bot performance:

• Total conversions – Monitor how many conversions you gain through your chatbots and whether you can attribute any spikes to specific campaigns.
• Successful bot conversations – It refers to the conversations handled successfully by the bot without human intervention.
• Total human handover – It refers to the total conversations that are transferred by the bot to the human agents. It shows how capable the bot was to engage the customers by answering their queries.
• Customer satisfaction – With CSAT or NPS surveys, you can calculate the score and know how satisfied your customers are with your bot responses. 

5. What happens if the bot is not able to answer the query?

Every user expects an instant relevant response and if the bot is unable to provide answers fitting to the scenarios, a fallback scenario can be properly outlined so that the users don’t leave frustrated.

Here are some fallback scenarios when the bot is failed to deliver the relevant response:

• Transfer to the human support– If the bot is unable to identify the intent of the user request, it can be handed over to the human agent. 
• Fill up a form –  The bot can either offer a form to the user to fill up the fields mentioned to be contacted again.
• Leave a message – The bot can request the users to leave a message for the agent to acknowledge when available and revert them back with the right solution.

6. How can I customize my chatbots?

Customizing the bot’s personality is an important part while building a chatbot. 

As the bot will directly converse with your users, its personality and tone should resonate with your brand messaging and the expectations of your target audience. 

Customizing the bot creates a deeper understanding of the end objective, and how the bot will communicate through a choice of language, tone, and style. It makes your bot more authentic for the users to believe in. The main areas are:

• Branding – You can set the core messaging of your brand into the bot persona to engage customers in a personalized manner. Give a unique name to deliver a humanized experience to the customers.
• Messaging – Set up warm welcome greetings to start a great flow of conversations. You can guide your visitors about the product and services by a well-framed message. 

7. I want to add FAQs to my chatbot. How can I do that?

It is simple to add FAQs while building a chatbot. You have to click on the ‘Add FAQ’ once you are done on the bot builder section.

On clicking the ‘Add FAQ’, you can create your own FAQs by entering the query.

You can add variants for the query without changing its meaning that includes the intention of the customer during the bot conversion.

8. Do you provide any ready templates to build a chatbot?

REVE Chat offers ready templates to build a chatbot. It is very simple – by following simple steps you can build a chatbot and deploy it across your business use case.

Here are some ready-to-use templates available for building a chatbot.

In case your business has unique demands it is recommended to create your own chatbot. You can go through a detailed article on how to build your first chatbot.

9. What are the most common use cases of the chatbot?

Chatbots are being used across different aspects of business for streamlining the business processes in order to enhance customer engagement and increase productivity. AI chatbots have so many use cases across business domains and industries.

Here are the key chatbot use cases to boost business productivity.

• Customer support – Deploying chatbots can help your business to save customer support costs (resources, infrastructure) and answer FAQs 24×7 when your agents are busy or not available. Bots improve the first response time KPI for business and enhance their customer service experience.
• Sales & lead generation – Implementing sales bots helps to qualify the website visitors into good quality leads and direct them to the sales department to close sales immediately. In case the team is not available or busy, the bot can schedule an appointment for the sales team to nurture them.
• Customer engagement – AI enabled chatbots are 24×7 available to engage with customers and handle information-based questions, which reduce the number of support tickets. Bots are easily scalable during peak hours to engage customers and deliver quality support and increase customer experience.

10. What does ‘Intent Sample’ refer to?

Intent refers to the user’s intention. It is the chatbot jargon for the motive of a given chatbot user. It is the intention behind each message that the chatbot receives. The intent is all about what the user wants to get out of the interaction.

An intent-based chatbot, then, is a bot that works by detecting this user intent. So, instead of relying on specific input, the chatbot can identify the meaning the message is trying to convey and then offer a relevant, tailored response.

11. What is the main purpose of the ‘Synonyms’ feature?

The synonym feature allows you to configure synonyms from Bot Builder. If the customer uses jargon in his query, the system will understand all the synonyms of it and can use it to match with the corresponding knowledge base.