Comm100 enables you to design and create chatbots of NLP and Third-Party bots. This article acquaints you with the best practices to design a bot to help achieve your business goals.
Chatbot Naming and Other Details
Chatbot represents the face of your business. It gives your bot a personality and let your customer know what to expect. When your customers open the chat, the Chatbot's name first appears on their screen.
While creating a chatbot, always ensure and provide a bot name having the following abilities. Such as:
- Short and simple
- Easy to pronounce and spell
- Creative and memorable
- Without negative connotations
- In line with your brand
- Culturally and politically acceptable
Also, ensure that you select the correct chatbot's preliminary information, such as bot engine, language, and channel, per your business needs. Once saved, you cannot change it later.
Once your bot is created, you can also configure the Advanced settings, such as Auto Translation, Chatbot Sensitivity, and Chatbot Sentiment Analysis.
To learn more about chatbot Sentiment Analysis, see this article.
The default Chat sensitivity is set into the platform. However, you can adjust the settings from time to time.
To learn more about Chatbot Sensitivity, see this article.
General Bot Communications
While creating a chatbot, Comm100 suggests keeping your messages concise. You are encouraged to use images, videos, and hyperlinks to help with your chatbot communication.
Intents
Comm100 provides 10 to 15 intents. Most of these intents are greeting and basic daily interaction. To start with the first chatbot, we advise you to add a few intents based on your use case as a starting point. These intents should be in addition to the default ones provided by Comm100.
For each intent, we recommend you add at least 10 similar questions, which you can later grow to make your chatbot perfect. If intents are not adequate, the bot may not recognize the visitor's questions; if intents are overlapped by each other, the bot may return a wrong intent answer for a visitor's question.
To learn more about Intents, see Intent Category, Intent Questions, Intent Answers.
Entities
Entities are an NLP chatbot feature. If you cannot see it on the navigation menu, this could be because you have selected a non-NLP chatbot. Comm100 suggests having adequate simple entities to start with your chatbot. With the Entities feature, you can create a more sophisticated, powerful, and accurate chatbot.
For example, a client working for a university on a science course can add Chemistry, Marine Sciences, Bio Chem, and so on as entities.
To learn more about Entities, see this article.
Learning
Comm100 recommends you review the chatbot's Learning section regularly as possible to improve the accuracy of the chatbot. To start with, you should review the chatbot Learning every week and extend it after every two weeks.
To learn more about Learning, see this article.
Smart Triggers
Use Smart Triggers in your chatbot if you expect a high-value interaction with your client.
For example, consider a condition where a visitor has an extremely negative sentiment about a university program. The smart trigger can initiate an action by transferring a chat from a bot to an agent. Thus, enabling to make the communication process quicker.
To learn more about smart triggers, see this article.
Event Messages
You can use the Event Messages feature to help your chatbot handle visitors when they get lost, want to cancel an action, or switch to a different task in the middle of a chat. You can set messages available in the Chatbot menu to handle the following scenarios: when a visitor starts a chat, when a visitor's question is not recognized, or when a visitor rates an answer as not helpful.
To learn more about event messages, see this article.
Canned Quick Replies
Use Canned Quick Replies to save time during your chatbot conversation with a visitor. Ensure you do not leave visitors hanging up in the middle of the conversation. Loop it to your agent or the main menu, so the visitor is not stuck.
To learn more about canned quick replies, see this article.
Collected Leads
You can use the Collected Leads feature in the chatbot to collect your visitor's vital information. You can do it by using the set of actions in the Collect Info action menu from your chatbot's Intent-Answer flow builder. You can also share a copy of the collected leads with by using the Send an email action from the flow builder.
Booked Meetings
You can enrich your chatbot with advanced-level features, such as managing your bookings using Book a meeting via Calendly action from the Intent-Answers flow builder. You need to have a valid account before you can use these actions.
