This article describes the best practices for creating a chatbot in Botmaker.
Here you will learn what Botmaker recommends as best practices for developing a bot.
Estimated reading: 02 minutes
Regardless of the purpose and scope of the bot, a chat is a communication channel, and users will always use it to ask anything.
It is recommended that the bot can understand as many questions as possible and can answer them even if it does not have a specific answer.
Correctly communicating the bot's purpose and field of knowledge is critical. This places an expectation on users about the topics that can be discussed, to avoid frustration.
Defining the tone of voice is the form the bot's narrative will take. There must be consistency in the tone used in the responses. Likewise, it must comply with the tone of voice already presented by the company in other communication channels. Some questions that are important to establish the tone of voice:
The bot must always present itself as a virtual assistant designed to help with matching information. We do not recommend that users suppose they are talking to a human.
After each response, it is recommended that the bot always provide users with additional information related to their last call-to-action query.
This information can be presented as buttons that continue the flow of the conversation, as a menu, or as buttons that redirect to web pages.
The bot should always respond with content written in a conversational format; the responses should preferably be short so that they can be read on a mobile screen, without the need for scrolling.
To multiply the universe of questions that could be answered with the same answer, it is recommended that they be written broadly.
It is good practice to avoid answers that begin with “Yes” or “No,” as these would be too restrictive and may not apply to the variety of ways the user makes the same request.
When composing an answer, we should make it clear to the user that the bot has understood the question and is answering correctly.
For example, in the question “What is the price of parking?”, the answer should be: “Parking is $25 per hour,” instead of “$50 per hour.”
Whenever it is necessary to request personal information from the user, it is important to explain the reasons for this request.
Remember to visit our Help Center for more information.