Following up on the first post of this topic – where the journey of developing a chatbot for community management was discussed – this post is going to tell you the lessons learnt during the process.
There’s a major learning scope
Bots aren’t a recent invention (ask Siri!), but in the Pakistani market, they might as well be. There might be a number of major brands using virtual personalities in their products, but there aren’t many instances where bots are employed for main business operations like – in our example – community management. So the learning scope in this field is immense, and we’ve only scraped less than half of the top most layer.
Adding character is the key
It is very important to understand that if you’re bringing a substitute to a human communicator, you need to add character and personality into that medium. The question here wasn’t how. Our existing communication flow gave us enough idea about what type of tone to use in the messages and how to take the communication forward. Despite needing the least possible input from the audience, communication, it was evident, couldn’t and shouldn’t be rigid.
Human backup cannot be ignored
Managing communication for such a long time has taught us one very important thing: empathy is necessary. You get to talk to a number of people, some jaded in the field your business is from, some so clueless that you need to act like a figurative user guide for them. So when a bot enters the equation, it was clear that our constant backup support was necessary so that users could easily achieve the objective they had started the communication for.
If you’re a part of Karachi’s food scene, you know why this pointer was something we couldn’t just ignore. In an industry where competition is as thick as whale omelette (Google does have a wonderful range of unconventional similes), your constant presence in your audience’s mind is key to creating a strong fan base. This really doesn’t mean spamming the user into a frustrated block binge. But the idea was to be a subtle reminder of the good time they had when dealing with your brand.