Check our Ultimate Chatbot Guide

Ultimate Chatbot GuideAll Knowledge About Chatbots In One Place

Ultimate Chatbot Guide
  • 00 Chatbots Are Not Fashion. They’re a Necessity
  • 01 Changes In the Client-Business Communication Model
  • 02 What Is a Chatbot?
  • 03 Chatbot Myths
  • 04 What Can Chatbots Be Used For?
  • 05 Chatbots In Different Industries
  • 06 How to Create a Chatbot Step by Step
  • 07 Chatbot Analytics
  • 08 Chatbot Promotion
  • 09 5 (Unusual) Messenger Chatbot Features
  • 10 Chatbots and Data Security
  • 11 Chatbot dictionary
  • 12 Chatbots Are the Future of Communication

00Chatbots Are Not Fashion. They’re a Necessity

During the last three years, we have cooperated with many clients, testing new solutions, and building dozens of enterprise-class chatbots for different industries based on our technology. More abundant in experience with deployments and new chatbot users, we have developed our platform and expanded it with new features. We managed to create a fully functional and safe platform, which allows to build different types of chatbots and meets the needs of both companies and their clients.

The Ultimate Chatbot Guide sums up our experience and knowledge of chatbots in a nutshell. We want to show you what virtual assistants are, how they work, and how they can be used to improve client communication. We’ll tell you what benefits your business can draw from chatbots, and we’ll provide you with examples. We’ll also explain the design process step by step. You’ll learn how to create a chatbot that will satisfy the needs of your company and become an essential part of your brand strategy – a chatbot that will be something more than just a simple tech gadget.

We created this guide for business representatives – marketing specialists, CEOs, sales and customer service specialists, chatbot designers, and all of you who are interested in learning more about these amazing tools.

 What you’ll learn:

  • what are chatbots and in what industries they’re used,
  • what are the advantages of virtual assistants,
  • how to effectively design, manage, and promote chatbots,
  • what is NLP, a push notification, chatbot block, and what roles do they play inside a chatbot.

We’ll also provide you with examples of successful chatbot deployments and functionalities with the hope that they’ll inspire you and help you work out an optimal solution.

Enjoy your reading.

quote-author2
Mariusz Pełechaty CEO KODA Bots

01Changes In the Client-Business Communication Model

According to the McKinsey report, Poles spend 11 h a day online, using different electronic devices. That’s why more and more companies focus on online communication. But, unfortunately, web presence isn’t enough to effectively reach customers.

 

 

Key Statistics:

  • 4,388 billion Internet users, which is already 57% of the general population,
  • 5.11 billion unique users of mobile devices; it’s 2/3 of humanity ,
  • 3.484 billion social media users (increase of 288 million new users in the last 12 months), (Source: Digital in 2019 Global Overview, We Are Social, Hootsuite)
  • 75% of the time users spend only a few applications, mainly in the category of messengers and social media, (Source: Statista, 2018)
45%

45% of users in the world prefer chatbots as the primary means of communication in customer service activities

(Źródło: Statista, 2018)

The changes in the way we use the Internet, the rising number of smartphone users, and the growing popularity of messengers shape the expectations of clients, leaving traditional communication methods far behind.

That’s why more and more businesses get interested in chatbots, especially in those that are deployed in messaging apps. The number of messenger users is growing each year and people are increasingly willing to use them to contact brands. So when it comes to communication with clients, companies have to be right where their customers are to be able to contact them at any time.

  • People and companies exchange 20 billion messages each month in Messenger. (Source: Facebook, 2019)
20 000 000 000

People and companies exchange 20 billion messages each month in Messenger

(Źródło: Facebook, 2019)

02What Is a Chatbot?

A chatbot is an interactive software hidden inside messengers, which supports brands in widely understood client communication. Chatbots can replace humans in the most tedious and repetitive tasks. They also improve sales, answer FAQs, and play an important role in brand strategy. Because chatbots are able to automate processes, they reduce costs and facilitate work.

Although the tools have long been known (the first chatbot was created in the 1960s), they sparked a real interest only in 2016. Then, during the F8 conference, Mark Zuckerberg announced the possibility to place bots in one of the most popular messaging apps in the world – Messenger.

Chatbots are so versatile we can find them in nearly any industry. According to Facebook’s statistics from 2019, there are 300 000 chatbots in Messenger itself. How can these tools improve businesses? They can support customer service 24 h a day, engage fans, or become a part of an advertising campaign. To take full advantage of their benefits, you don’t need time-consuming and costly applications or websites. Chatbots can “inhabit” already existing communication environments.

Virtual assistants collect information directly from users. Thanks to this, they’re able to provide people with personalized content and enable 1-1 conversations, bringing brands closer to their customers. The language bots use can be also adapted to the identity of the brand they represent, which, of course, helps in building long-lasting relations with customers. Whatever you need, chatbots can engage, entertain, or even address users in a professional tone. That’s precisely why companies are more and more willing to use these tools. Chatbots offer a wide range of possibilities and bring tangible benefits.

How Are Chatbots Doing?

They support companies in customer service and sales and are used to engage potential customers. They work for the biggest worlds brands, and country leaders like polish: Żywiec, Onet, TVN, Wroclaw Airport, 4FUN.TV, Komputronik, Unity Line, or UNIQA.

For example, Julia, the chatbot of a Polish news portal TVN24 GO, automates customer service within the platform. It provides users with the most important information, explains how the portal works, and what users can benefit from it. Julia also helps in solving problems users encounter while using the platform.

polskie-chatboty-img

Chatbots Can Solve Such Problems, As:

  • FAQs, complaints
  • time-consuming, costly, and faulty contest landing pages
  • the decrease in the popularity of mobile apps that results from, among others, high design, management, and update costs
  • customers’ problems in the choice of products or services
  • difficulties in reaching the customer service department

The Most Popular Types of Chatbots

Chatbots have different features and are used by companies to solve various problems. However, we can divide chatbots into two main types with regard to their structure. Both have their limitations and advantages, so it’s good to know what they have to offer. Here are the most common types of chatbots we can find online:

Line Chatbots

Guide users with one path. They sometimes allow to get off the track but always direct users back to the main blocks. Although line chatbots are simple in construction, they’re still very efficient.

Decision Tree Chatbots

Equipped with a trunk and a vast network of branches, which display specific blocks with texts or media files. They’re also called “nano-services” because they sometimes resemble websites in structure.

The Most Common Places to Deploy Chatbots – Internal and External Platforms

 

Chatbots can be placed in messaging apps, on a website, in an application, or an internal intranet. The location you choose mostly depends on the needs of your business. Chatbots can live in places like:

Facebook Messenger

Messenger is a bridge that connects brands and their customers – it allows for direct conversations where users can ask any questions they like. What’s more, customers can talk to brands without having to download any additional apps. Messenger chatbots allow you to contact over a billion people from all over the world in a personalized way. They can also be “glued” to a company website, so website conversations can be moved straight to Messenger without losing any data.

Worth to know:

  • Messenger has over 1,3 billion users worldwide (Digital in 2019 Global Overview, We Are Social, Hootsuite, 2019)
  • Companies and clients exchange 20 billion messages on Messenger per month (Konferencja F8, Facebook, 2019)

WhatsApp

WhatsApp is becoming more and more popular among companies from around the world. And the features of chatbots implemented on WhatsApp are very similar to those from Messenger. WhatsApp allows to display whole product catalogs (which users can browse directly in the app window) or send notifications to customers about, for instance, their flight number or airline ticket.

WhatsApp chatbots aren’t yet popular among companies in Poland. Most likely, it’s because Messenger is still the most frequently used messaging app in our country.

A great example of a WhatsApp chatbot is the bot used by the KLM Royal Dutch Airlines.

whatsup-phone

Worth to know:

  • WhatsApp has 1,6 billion users worldwide
    (Source: Statista, 2019)
  • WhatsApp is the most popular messaging app in 128 countries around the world (Source: Konferencja F8, Facebook, 2019)

Skype

Chatbots on Skype enable real-time text, audio, and video interactions. They can also be used for group conversations, which offers a convenient way to communicate inside a company. Skype brings all the employees in one place and serves as an environment for their daily discussions.

skype-laptop

Worth to know:

  • 70% of employees use messengers such as Skype to communicate inside a company (Source: sonda HR Global Group, 2019)
  • Skype has 300 million active users every month (Source: TechCrunch, 2019)

Slack

Virtual assistants can also “live” in cloud-based apps for team communication, like Slack (which is one of the most favorite messengers used by web developers :)). What do Slack chatbots do? They help to manage project tasks, introduce new team members, and improve workflow. In other words, they optimize information sharing inside companies and improve their functioning.

slack-laptop

Worth to know:

  • There are 10 000 users daily on Slack
  • 600 000 organizations use Slack in their companies

Web Chatbot

You can also attach a messenger chatbot to your company website or create a dedicated web chatbot, which will be independent of any messengers. In the first case, you can continue conversations that start on your website in a messaging app (or the other way round). The second option is great when it comes to privacy and data confidentiality – for example, a chatbot attached to an intranet offers a safe and secure way of communication.

Dedicated web tools can play the same role as a chatbot on Messenger. They also make it possible to manage inbox messages or moderate live chats. At the same time, they’re a great option whenever security protocols don’t allow to use external messengers.

A web chatbot in a company can:

1.

Automate answering FAQs – questions concerning social benefits, OHS training, salaries, or the rules and regulations obligatory within an organization; everything’s in one place, so you don’t have to waste time on finding specific information.

The questions can also be related to specific company departments. Thus, chatbots also serve as a database that directs users to specific content within the intranet

Adam Szewczyk Senior Project Manager KODA Bots
2.

Answer questions related to specific employees – for example: “how many vacation days do I have left?” or “ what kind of insurance or private healthcare benefits do I receive?”.

Web chatbots also allow you to submit vacation day requests or resolve any other staff-related matters, like booking a conference room or sending invitations to meetings. Web chatbots can be a part of a company’s CRM or any system that facilitates work organization if only they have an API that enables data exchange.

Adam Szewczyk Senior Project Manager KODA Bots
3.

Analyze satisfaction and gather employee opinions – with the help of questionnaires, quizzes, and surveys, you can easily collect valuable feedback.

 

4.

Make it easier to report problems and improve teamwork – there are endless possibilities here. We can ask open questions or ask for feedback on specific events and initiatives.

 

 

In an intranet, chatbots allow to report problems to the IT, support, and maintenance departments. They also automatically answer FAQs. The reported problems can immediately land in a ticketing system (like Jira) and later be sent to appropriate specialists to be solved.

Adam Szewczyk Senior Project Manager KODA Bots
5.

Make the company newsletter more attractive – you can make user notifications more interesting and engaging.

Chatbots can be used in events, interactive kiosks, at selling points, or video displays. To be honest, you can use chatbots anywhere where there are screens.

Mariusz Pełechaty CEO KODA Bots

Chatbot Integrations

Chatbots can provide people with any kind of content – they can notify users about their order status or display current product offers.  But there are more possibilities. For example, media companies can use messengers to inform users about the latest news. Chatbots can be even integrated with mailing systems in order to automate sending messages. 

This would all be impossible if it wasn’t for integrations – connections with outside systems, which send their data to chatbots. And the best part? We can integrate chatbots with practically any system that shares its API*.

Integration examples:

NLP (Natural Language Processing) systems, – chatbots with the ability to understand the natural language of users.

Example: Dialogflow (Google),  Wit.ai (Facebook)

  • An NLP engine* is supplied by Google 
  • The engine understands the intentions of users (on the basis of audio and text content)
  • It enables to hold natural conversations with a chatbot

Voice recognition systems, voicebots and bots on voice-controlled devices,

Example: Alexa (Amazon), Google Assistant (Google)

  • You can design voicebots in mobile apps and directly in Google Assistant
  • You can place bots in intelligent voice-controlled devices, like Google Home

Analytics tools, analysis of chatbot user paths and user satisfaction,

Example: Google Analytics, Botanalyics

  • Data concerning user behavior in a chatbot
  • Analysis of retention rate (the percentage of users who are still active after a specific number of days)
  • Analysis of the number of users: new, returning, active
  • The percentage of blocked messages or of messages the bot isn’t able to answer
  • Average response time
  • Collection of data concerning user demography

Mailing automation – increased marketing effectiveness – increased marketing effectiveness

Example: Mailchimp

  • Chatbot integration with a list of Mailchimp emails
  • Better campaign targeting
  • Easier management of subscriber lists and simpler lead generation
    .

Other integration examples: Google Sheets, Google Calendar, HubSpot, Salesforce, and many more.

03Chatbot Myths

We often have very high expectations towards chatbots. The boom in social media technology, where tools dedicated to widely understood communication have reached peak popularity, has generated widely differing opinions on chatbots. 

What’s more, our expectations towards AI and our willingness to equip machines with human intelligence have generated many myths. But the more doubts we erase in the beginning, the easier it’ll be to understand chatbots. So let’s dispel the following myths:

1. AI Is an Integral Part of Every Chatbot

It’s a mistaken belief that all chatbots are powered by AI and that they’re able to think and understand the intentions of users. Most bots are based on already constructed scenarios and on their variants (branched scenarios), which depend on what options users choose. Chatbots don’t resemble (and they don’t have to resemble) artificial intelligence. They’re designed to solve specific problems.

3. Chatbots Should Resemble People

Should chatbots have a human personality? Well, it depends – especially on their main features. Nevertheless, talking to a chatbot with a “character” and personality provides a much more pleasant and memorable experience. Not to mention the fact that users love personas – chatbot characters with avatars, which have defined personalities. 

But remember that in the end, even the nicest chatbot should be able to solve user problems and achieve the desired results. After all, that’s what it was designed for 🙂

 

4. AI Solves All Kinds of Problems

AI that can solve all kinds of problems without human intervention is a fantasy. Contrary to popular belief, AI is not a universal solution to everything. Because behind each technology, there’s always a human.

Technology is supposed to make our lives easier, not to control us. There’s a still long way to go before we reach fully AI-based systems. Right now, we should focus on the reality and design functional solutions that fulfill our objectives.

2. Chatbot Design Is Easy

Of course, the more complicated a given chatbot is, the more skills and time it takes to create one. We want to emphasize that building a chatbot is not as easy as some may think. It requires creative and design thinking skills as well as technical knowledge, which doesn’t have to be necessarily related to AI. Chatbot designers should feel comfortable in writing short, articulate texts to create natural-sounding conversations. They also need to understand the needs of target users, which can often turn out to be quite a challenge. So little and yet so much is required to design fully functional tools.

5. Chatbots Will Replace Humans In the Future

Contrary to many texts published in the media, chatbots will never be able to replace human intelligence. Instead, they can help us to perform repetitive, tedious tasks. Technology serves humans – it allows to automate work, which people can’t or don’t like to do.

Chatbots are of invaluable help when it comes to initial interactions with customers. But their work can end the moment clients want to make a purchase, ask consultants additional questions, or raise more complicated issues. That is, during the moments when you need real, non-artificial intelligence.

To sum up, chatbots give clients the possibility to quickly solve simple problems. In the meantime, employees get the chance to deal with more complicated issues, which allows them to better realize their potential.

1. AI Is an Integral Part of Every Chatbot

It’s a mistaken belief that all chatbots are powered by AI and that they’re able to think and understand the intentions of users. Most bots are based on already constructed scenarios and on their variants (branched scenarios), which depend on what options users choose. Chatbots don’t resemble (and they don’t have to resemble) artificial intelligence. They’re designed to solve specific problems.

2. Chatbot Design Is Easy

Of course, the more complicated a given chatbot is, the more skills and time it takes to create one. We want to emphasize that building a chatbot is not as easy as some may think. It requires creative and design thinking skills as well as technical knowledge, which doesn’t have to be necessarily related to AI. Chatbot designers should feel comfortable in writing short, articulate texts to create natural-sounding conversations. They also need to understand the needs of target users, which can often turn out to be quite a challenge. So little and yet so much is required to design fully functional tools.

3. Chatbots Should Resemble People

Should chatbots have a human personality? Well, it depends – especially on their main features. Nevertheless, talking to a chatbot with a “character” and personality provides a much more pleasant and memorable experience. Not to mention the fact that users love personas – chatbot characters with avatars, which have defined personalities. 

But remember that in the end, even the nicest chatbot should be able to solve user problems and achieve the desired results. After all, that’s what it was designed for 🙂

 

4. AI Solves All Kinds of Problems

AI that can solve all kinds of problems without human intervention is a fantasy. Contrary to popular belief, AI is not a universal solution to everything. Because behind each technology, there’s always a human.

Technology is supposed to make our lives easier, not to control us. There’s a still long way to go before we reach fully AI-based systems. Right now, we should focus on the reality and design functional solutions that fulfill our objectives.

5. Chatbots Will Replace Humans In the Future

Contrary to many texts published in the media, chatbots will never be able to replace human intelligence. Instead, they can help us to perform repetitive, tedious tasks. Technology serves humans – it allows to automate work, which people can’t or don’t like to do.

Chatbots are of invaluable help when it comes to initial interactions with customers. But their work can end the moment clients want to make a purchase, ask consultants additional questions, or raise more complicated issues. That is, during the moments when you need real, non-artificial intelligence.

To sum up, chatbots give clients the possibility to quickly solve simple problems. In the meantime, employees get the chance to deal with more complicated issues, which allows them to better realize their potential.

04What Can Chatbots Be Used For?

Customer Service – Faster and More Effective

 

Effective client communication poses a true challenge for many companies. Especially if we consider the enormous number of channels consumers use to contact brands. There’s no surprise that customer service is one of the most popular and widely described chatbot functionalities.

Let’s start with some basic statistics concerning customer service in chatbots:

  • every month, people exchange 20 billion messages with brands
  • 58% of people feel more comfortable messaging companies than calling them
  • customer service constitutes (depending on different studies) about 50% of all kinds of conversations

From a business perspective, chatbots aren’t just simple “tech gadgets”. More and more companies see them as tools that increase customer satisfaction and generate savings (thanks to, among others, 24-hour availability and quick response time).

You should think about using a chatbot in customer service if:

  1. Your customer base is growing or if it’s so big your customer service department needs help in the form of an automatic virtual assistant.
  2. You need support on many communication channels (website, app, social media).
  3. You’re not able to offer 24/7 customer support.
FAQ browsing the offer status of the order complaints

Test it out:the chatbot for MOICO, a local Internet provider | KODA Bots

The chatbot serves as a 24/7 customer service point. In its database, it contains answers to over 100 questions related to the brand’s services. Users can manage their account, check the availability of specific services, and find the perfect offer. They can do this by using only Messenger.

chapter-4-image-1

Marketing – Engage Customers and Achieve Results

Chatbots are a great way to build a valuable customer base. To do so, we have to place emphasis on relations and the key here is Messenger Marketing – marketing activities that focus on messenger users. People are looking for conversations that feel 1-1, and personalized chatbot communication definitely gets you closer to your clients. Besides, messenger apps have much more to offer than just GIFs and product carousels – with chatbots, you have an entire interactive arsenal at your disposal. But to have effects, remember that you should know what kind of content your chatbot should provide to satisfy users.

With proper planning, your CTR (click-through rate) and OR (open rate) will increase, and you’ll obtain higher quality leads.

How to measure goal achievement?

  1. Brand imageyou can measure the outreach, duration time, and number of interactions.
  2. Performance – the number of generated leads, subscribers, and active chatbot users.
  3. Marketing automation – measured with OR – the number of messages opened by users and CTR – the number of clicks on a push notification.

marketing automation loyalty campaigns contests event support image campaign performance

Example: the contest chatbot for Żywiec, a popular Polish beer brand | KODA Bots

The chatbot we designed for the Żywiec lottery allows people to submit contest codes via Messenger. The chatbot is very convenient to use and popular among users, as they have access to the contest at their fingertips. The chatbot also answers the most important questions related to the contest rules and prizes.

chapter-4-image-2

Sales – Online Shopping Customization

Chatbots support the sales funnel: from building brand and product awareness, attracting the interest of potential clients, to helping customers make a purchase decision. Apart from this, chatbots gather information, which later can be used to customize your product offer for specific clients. After all, we love brands that understand and meet our needs and expectations.

Chatbots can also lead clients through the whole post-purchase process, which, by the way, is also one of the most important aspects of customer experience (who is looking forward to a delivery knows what I’m talking about ;)). So, with a chatbot, you can inform users about the steps in your shipping process. Besides this, you can also offer related or complementary items to customers to increase your sales volume.

 

product presentation lead generation status of the order discounts

PRO TIP

If the main goal of the chatbot is to support your online store, it’s a good idea to display purchase possibilities (e.g. a product carousel) along the user’s journey on your website.

Ola Bilińska Customer Success Manager KODA Bots

HR – Simpler and More Effective Recruitment Process

Companies also use chatbots to facilitate recruitment processes. In HR, virtual assistants can replace recruiters in answering questions that concern the company or job position. Besides this, they also help to collect data (they replace traditional CVs and they screen resumes).

We can design chatbots as onboarding tools to help integrate new employees into the company. They can successfully replace any manuals or tutorials. Chatbots provide the necessary information in a more pleasant way – in the form of interactive conversations.

What about chatbot for internal communication? Here they can be designed in such a way as to engage employees and provide them access to the company news. For example, the news can be sent in the form of Messenger push notifications*. It’s a win-win situation: you’ll engage employees to take part in the company’s events or actions and they’ll always receive up-to-date information.

recruitment onboarding internal communication

Try it out: Jobot24 chatbot | KODA Bots

What if a chatbot could help people who are looking for jobs? JoBot24 allows users to find job offers on Messenger, without them having to send CVs. The bot interviews them, asking traditional CV-related questions, and then, it shows them matching job offers.

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Non-Standard Chatbot Areas

Chatbots are also used in non-standard areas. Do you need support for your social campaigns or CSR activities? No problem! Virtual assistants can also work in public service, for example, the chatbot of the NY Police Department is used to fight sex trafficking. It imitates women who offer sexual services and serves as a decoy to send messages in the name of the police.

Ben is another nonstandard chatbot – he’s a cryptocurrency specialist. He helps users to buy, sell, and learn about Bitcoins.

To anyone who suffers from insomnia, we advise you to use the Insomnobot. The Insomnobot never sleeps – it’s available at any time at night – always ready to talk and support people with a sleeping disorder.

Did you know that...

Chatbot designers believe virtual assistants can be used to fight hate speech, swearing, and sexism. British companies create chatbots, which react to obscene messages with funny comments. In the case of Plum, a money-management chatbot, this kind of approach reduced the number of negative messages from 5% to 0,1%.

Try it out: SzerlokBot will guess any character you’re thinking of | KODA Bots

The SzerlokBot created by KODA Bots will keep anyone entertained – the bot will guess any person, hero, or villain you’re thinking of. Play the game and find out whether he can read your mind 🙂

 

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Try it out: The UN chatbot – the fight against climate change

The UN chatbot helps to spread the awareness of climate change. Users will find information about the key actions they can take in their daily lives to fight global warming. They can also join the action and take up such challenges, as buying local products or recycling.

05Chatbots In Different Industries

We’re not far from the truth if we say that chatbots are increasing in almost all possible industry. We’ll show you examples of well-designed chatbots and tell you where they can be used – from sectors such as banking to beauty and healthcare.

Chatbots In Banking

One of the most common problems for customers are delays in banking services and the lack of their personalization. There are many areas in banking that can be improved with automatic virtual assistants. For banks, chatbots entail a reduced number of FAQs as well as a faster and more efficient workflow. For clients, in turn, chatbots mean fewer hours of waiting at helplines and easier access to important information. 

Chatbots, which are implemented in messaging apps and other software, successfully take over aspects connected to client communication, including account balance checking, credit card blocking, determining creditworthiness, or even financial advice. Polish chatbots are already used by companies, like Aviva, Millenium, ING, BGŻ BNP Paribas, and Credit Agricole.

A chatbot in banking allows you to:

  • answer FAQs – for example, if users need help in resetting their password, finding the closest ATM, etc.;
  • answer simple questions related to bank account management – transfer order, account balance, blocking of credit cards;
  • give financial advice – help to establish financial objectives, track expenses, and offer widely understood advice in the management of clients’ finances.

Example: Ceba – chatbot Commbank

The virtual assistant from the Commbank app allows clients to:

  • update their contact information, 
  • activate a credit card, 
  • set an account PIN, 
  • check the account balance, 
  • make a payment.

Chatbots In E-Commerce

The changes in the way we use the Internet, the growing importance of mobile devices, and the growing popularity of messengers pose new challenges for the e-commerce industry. It has to adjust to the current trends and, most of all, to the needs and expectations of customers. 

During the user journey, people often come across obstacles, such as complicated landing pages and buying processes, or difficulties in finding the product they’re looking for. Unsolved problems entail a larger number of abandoned shopping carts and unsatisfied clients.

Chatbots help e-commerce businesses in marketing, sales and customer service

Depending on the chosen business strategy, they intuitively guide users through the purchase process, help them choose appropriate products, or offer loyalty programs. They’re a great way to create a close and natural communication, where the information provided by users can be later used to shape and improve the offered products and services.

A chatbot in e-commerce allows you to:

  • advise clients and personalize products;
  • simplify the purchase process – guide users to the check-out, inform them about the following order and shipping stages, etc.;
  • create attractive product offers, e.g. in the form of product carousels.

Chatbots In Transport and Tourism

Traveling entails many challenges: choosing the destination, booking tickets, and organizing transport. Travel agencies and companies that specialize in transport work really hard to fulfill the expectations of clients and provide a satisfying customer journey. 

Why? Because during each step, customers may need the company’s help and support. Many travel agencies invest in chatbots since they automate these processes and provide users with the most important travel information via messengers.  Users receive information in a simple and comfortable way, which is of even greater importance when they’re on a trip.

A chatbot in transport and tourism allows you to:

  • advise clients in their destination choice;
  • integrate with outside booking sites – hotel reservations, flight tickets, etc.;
  • help travelers in transport and navigation – integration with Uber, Google Maps, urban transport;
  • provide easier access to the offered services (of restaurants, bars, stores).

Try it out: The Wroclaw Airport chatbot | KODA Bots

The Wroclaw Airport chatbot is a perfect example of how virtual assistants can help travelers. We advise you to try it out during your next trip. Because the chatbot is integrated with SkyScanner, it allows customers to search for the best air routes, find and book the cheapest flight tickets.

What’s more, when users subscribe, the chatbot notifies passengers about the status of the flights they’re currently observing. And after they buy a ticket, it informs them on Messenger about the check-in, boarding, and plane arrival time. The chatbot also helps in moving around the airport (thanks to its integration with Google Maps and even Vozilla). Users will find information about the location of stores, restaurants, cafes, and even kids zones.

What’s interesting, passengers can also use the chatbot to check the weather in any place they wish – either by sharing their location or by entering the name of the destination city. Thanks to the above mentioned functionalities, users receive the necessary information before, during, and after their air travel.

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Try it out: Pan Walizka (Mr. Suitcase) – Travel Planet | KODA Bots

Pan Walizka (Mr. Suitcase) is a true travel assistant. He has a large database with questions for users. On the basis of the received answers, it displays personalized TravelPlanet offers via Messenger. With an additional subscription, users can also receive customized notifications about vacations in places they choose.

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Chatbots In the Media Industry

Media brands don’t really have to speak about themselves to gain recognition. We assess their value on the basis of the content they provide as well as the form in which they publish it. In practice, it’s usually the form that decides whether users will click on a link.

The digital revolution has changed the way we consume news. For media brands, chatbots are a perfect solution to these changes. They allow brands to customize news and enable users to browse for information in a very convenient way.

A media chatbot allows you to:

  • send information in a new and personalized way;
  • publish content in an interactive and interesting form;
  • send messages  automatically;
  • build a base of new customers;
  • analyze the level of users’ interest in the content they receive.

Try it out: chatbot Onet WiadomościOnet Sport | KODA Bots

The chatbot for Onet Wiadomości, an online news portal, informs users on Messenger about the news of the day and about upcoming events. If they subscribe, users can also receive news from a specific category. Both Onet Wiadomości and Onet Sport allow you to set the notification time and the subjects you’re interested in.

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Chatbots In Education

New technologies change not only the way in which we search for information but also how we learn. Chatbots can make it much easier for teachers to assess and evaluate the progress of their students. They offer a new way to access knowledge, and they make studying much more exciting and effective.

A chatbot in education allows you to:

  • personalize the education process;
  • automatically verify knowledge;
  • automatically assess and evaluate learners’ progress;
  • help users in language learning (verification of writing skills – chatbot, and of pronunciation – voice-controlled devices).

Example: Stanford University’s Quizbot

Stanford University launched Quizbot to help students learn and remember information. In contrast to traditional flash cards, it reacts like a human. The chatbot is able to understand the entered questions and provide answers. It also offers additional tips and motivates students to study.

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Chatbots In Administration, Self-Governments

The difficulties in communication between government officials and citizens and unnecessary bureaucracy often complicate solving problems. Besides this, there are many more obstacles:

  • limited office opening hours, 
  • problems in understanding specialist language and office procedures, 
  • problems in finding basic information (walking from one office door to another, unreadable and complicated websites).

Chatbots bridge the distance between public institutions and society. They also improve office work and increase efficiency.

Chatbots can serve as an information system, e.g. during elections (“where should I go to vote?”, “what are the manifestos of specific political parties?”). Or as a comfortable communication channel, which allows citizens to actively participate in local activities (questionnaires, public opinion polls, and other initiatives).

A chatbot in administration allows you to:

  • automate bureaucratic procedures, solve different issues without having to leave home;
  • bridge the gap between the language of government officials and citizens;
  • provide a source of information on e.g. office procedures, submission of applications, office opening hours.

Try it out: chatbot of the Senate of Nigeria

The chatbot of the Senate of Nigeria allows to explore the institution’s activities and achievements. It also tells users who are the Leaders of the Senate and shows which states are under the control of specific senators – the bot provides political information in a nutshell.

Chatbots In the Entertainment Industry

Contacting customers in their favorite environment isn’t a fashion, it’s a must. At least that’s what most entertainment brands assume. With the help of chatbots, they organize contests, lotteries, or questionnaires – everything is consistent with the brand identity and adapted to the language of target clients.

A chatbot in the entertainment industry allows you to:

  • send personalized content to a large number of recipients;
  • contact and engage users in their “natural environment”;
  • “impersonate” the brand identity;
  • integrate your system with the brand’s social media channels.

Try it out: FUNBOT – 4FunTV | KODA Bots

The most popular entertainment chatbot in Poland. In one place, it integrates the 4FunTV website, broadcasting system, and mobile app. It allows the brand to organize contests inside Messenger and enables users to make song dedications.

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Chatbots In the Real Estate Industry

Buying or renting an apartment is one of the most important decisions in everyone’s life. Very often, clients repeat certain questions connected to the purchase and the legal issues that surround it. A major part of these questions can be automated with the help of chatbots. Besides this, they can also provide information on the technical parameters of a chosen apartment, showcase and visualize space design, or arrange meetings with potential customers. They can successfully optimize and improve client communication.

A chatbot in the real estate industry allows you to:

  • answer FAQs concerning investments and other issues; 
  • collect information about client expectations through questionnaires;
  • manage meetings and time, e.g. meetings with clients who are interested in buying a house;
  • showcase apartments and the property investment neighborhood.

Chatbots In the Healthcare Industry

Healthcare is often mentioned as one of those industries that benefit the most from virtual assistants. Chatbots generate savings because they improve patient experience and support administration. Whenever the support of medical specialists isn’t required, chatbots can help. Virtual assistants are used by hospitals, private clinics, and other healthcare facilities.

A chatbot allows patients to:

  • receive notifications about appointments;
  • get results from medical examinations and consult their physician;
  • obtain information about substitutes of prescription medicines;
  • find the closest doctor’s office or pharmacy on the basis of their location.

Did you know that...

WHO is working on a chatbot, which will support psychological intervention for young people (15-18-year-olds) who suffer from disabling stress and anxiety. The organization wants to spread awareness about mental health and improve access to treatment.

Chatbots In Insurance

Insurance agents often have piles of paperwork to get through, and this consumes time and worsens customer service. Chatbots help insurance agents to manage all the documentation. They’re also a valuable source of information and advice for clients, making it easier for them to buy an insurance or obtain compensation. 

A chatbot in the insurance industry allows you and your customers to:

  • collect information about insurance offers; 
  • accept applications more quickly; 
  • automate the examination of simple damage claims;
  • increase the efficiency of insurance activities.

Chatbots In Beauty and Fashion

In the beauty and fashion industry, personalization is critical to build relations with customers. Especially when it comes to online shopping because users can’t physically test products or try on clothes. Virtual assistants, equipped with special functionalities, improve customer experience, and advise users whenever they have problems with making a decision.

With a photo, they allow matching products with the customer’s face shape or body type. They can also ask questions about hair, skin, and nail types to choose the appropriate beauty products

Worth to know

In the beauty and fashion industry, an important part of chatbots is content that provides inspirations and advice – it increases customer satisfaction and loyalty.

A chatbot in the beauty and fashion industry allows you to:

  • present products in an attractive form, e.g. product carousels;
  • adapt products and services to the individual needs of clients;
  • integrate your online store with Messenger;
  • arrange appointments at beauty salons offline.

Try it out: Semilac’s chatbot | KODA Bots

In Semilac’s chatbot, you’re not only able to sell products but also provide content that:

  • inspires,
  • gives advice,
  • directs users to the brand’s YouTube channel.

It was created for the fans of Semilac to quickly answer their questions and provide them with interesting content. The chatbot is rich with video tutorials and nail design inspirations and helps clients to choose the appropriate beauty products. Besides this, the Semilac chatbot engages users in different activities, increasing their loyalty to the brand.

If you want to know how you can use chatbotin your industry, drop us a line
Let`s talk

06How to Create a Chatbot Step by Step

We show the backstage of creating chatbots – we guide you through the process, step by step, but we also advise you on what to do to create thoughtful and functional solutions.

Chatbot Brief

Everything you need to know before you start working on your chatbot. 

1. Establish the chatbot’s goal

Chatbots are effective tools used to improve client communication. They’re also a solution to many problems related to user interactions.

The tool will bring tangible benefits only when it helps you solve specific business problems. Before you invest in a chatbot, ask yourself: where would this tool be useful? Maybe you want to generate more leads, reduce the costs of customer service, or better understand consumer preferences? There are many options, so choose the one that is the best for your business.

Mariusz Pełechaty CEO KODA Bots

Remember that one chatbot can’t have too many tasks on its “shoulders”. Because if it’s used for everything, then it’s no use. Set a specific goal so that your chatbot could achieve it. The saying that “practice makes perfect” can be also applied to virtual assistants – if you consistently work on the development of your chatbot, you’ll increase its performance and customer satisfaction.

2. Get to know your target group

It’s not only about demographics, like age, gender, or place of residence. Users like talking to chatbots that speak their everyday language and fit into their lifestyle.

So the more information about users you have, the more complete your chatbot will be. Bots designed for foreign affairs specialists will communicate differently than bots for make-up fans. They’ll use different words, and they’ll have a different number of interactive elements, such as GIFs and emojis. You have to speak the language of your recipients to be able to reach them – just like parents need to understand teen slang to talk with their children. It’s essential to identify and get to know your target group. In this way, you’ll know what works and what doesn’t.

3. Ask for access to the chatbot admin panel

If you’re designing a chatbot in cooperation with an IT company, ask whether you’ll receive access to a CMS, that is, the chatbot admin panel.  It will allow you to publish and manage chatbot content. It’s not necessary, but it’s always nice to have this option. A CMS panel will also help you run tests and optimize your bot.

Adam Szewczyk Senior Project Manager KODA Bots
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4. Plan the budget

What does the budget include when you cooperate with a chatbot development company?

  • chatbot design and deployment
  • monthly maintenance costs
  • development and additional functionalities

The budget for marketing is a separate issue. 

The chatbot company defines the number of hours needed to develop specific functionalities. It depends on the business goal, the number of graphic elements and potential chatbot users. In the end, this also affects the chatbot design and deployment costs.

If you want your chatbot to bring results, work on its development.  After all, if you stand still, there’s no progress. So when you plan your budget, think about the costs of adding new functionalities and integrations.

When the chatbot budget is settled in advance, we have a different situation. In this case, you can ask the company what functionalities are available within a specific financial framework.

Chatbot Design Steps

Chatbot design poses an interesting and ambitious challenge. Especially considering the fact that companies have been using chatbots in client communication for only 3 years. Platforms devoted to building chatbots are of invaluable help – in KODA Bots, we have developed our own technology.

With CMS platforms, you don’t have to finish a programming course or spend hours on learning the secrets of coding. Instead, it’s good to have planning, copywriting, and design thinking skills, and a basic knowledge of UX design principles. If you have ever wondered how chatbot design looks like behind the scenes, we’ll show you how to do it step by step. And if you want your tool to be useful and efficient, read our tips.

CONVERSATION, CONVERSATION, CONVERSATION – it’s all about conversation!

Although it may sound obvious, remember about conversation. It should resemble a dialogue, not one-way communication. And the more personalized and exciting a conversation is, the more pleasant experience users have. Especially when the chatbot is able to predict your thoughts and suggest specific answers or solutions.

Mariusz Pełechaty CEO KODA Bots

STEP 1

Research and analysis

Researching brands and analyzing target groups is one of the most important and interesting stages in the chatbot design process.

  • we ask our client what the chatbot will be used for,
  • we analyze the world of the brand – language, values, potential challenges,
  • we examine the users’ language – what questions they ask and in what way, what emojis they use, what they like and don’t like.

Before I begin my work, I always check what users write in the brand fan page comments and ask for a list of FAQs.  Perhaps there’s a closed group of people who use specific phrases and words in their conversations? After analyzing the way they speak, I recreate it in the chatbot conversation scenarios. This step is very important because it allows me to find valuable insights into the behavior and needs of users. After all, we have to design communication for its recipients, not only for the company.

Ola Bilińska Customer Success Manager KODA Bots

STEP 2

Design and drawing

After researching the brand and target group, we have to choose the main blocks that will appear in the chatbot. Our decision depends on what goals we have set in the chatbot brief.

Of course, the more complex the chatbot will be, the higher is the challenge.

For most users who start a conversation with a virtual assistant, it will be their first-ever interaction with a chatbot. Whether it’s an app or a website, people are used to certain design conventions, and the same applies to chatbots. But how do we make our tool intuitive to use?

Whenever I use a carousel in the bot structure, I inform users beforehand that they can swipe it right or left. If a given command works in just one block, whenever possible, I define keywords that will direct users to this module.

Ola Bilińska Customer Success Manager KODA Bots

Important

At this point, it’s worth making plans for the upcoming months. Think of new ideas or integrations, which will make your chatbot grow so that it could become an indispensable element of your company’s communication strategy.

Adding new elements to a finished project may be problematic. That’s why you should plan in advance. Otherwise, you’ll have to mess with the chatbot structure to add new functionalities.

STEP 3

Building the chatbot on a platform

The next step is moving your project to a platform. Frequently, this is the moment when you have to make design changes, because some elements will turn out to be impractical or won’t function the way we wanted them to.

I try, test, make improvements, move modules, change user paths. When I finally get the structure right, I write texts and select emojis, and witness how the chatbot turns into an integral part of the brand we’re working with. At this stage, cooperation with graphic designers is very important because thanks to them, the chatbot becomes visually attractive. And when it comes to more complicated chatbots, you can’t move without developers, whose support is necessary when you want to add new chatbot functionalities.

Ola Bilińska Customer Success Manager KODA Bots

The day when chatbots replace human conversations is still far in the future – they’re now able to solve simple problems but not more complicated issues. That’s why you should always give users the possibility to contact a moderator. This will improve their experience and make them more interested in testing the chatbot’s features.

STEP 4

Chatbot testing

If you have the chatbot structure ready on your platform, it’s time to run tests. At this stage, it’s best when the largest possible number of people ask the chatbot questions – to see how it reacts to different combinations of words and whether it responds to the challenges you pose.

The tests should be carried out inside a closed group before the chatbot lands in the hands of users. It’s best if you also talked to moderators who have contact with users on a daily basis. They’re able to provide the most valuable insights about clients and the ways they ask questions.

STEP 5

Implementation and optimization

Implementation is the moment when your chatbot is finally attached to your fan page or website and when you inform users about the new tool. This is also the moment when your mailbox gets overloaded with messages from users.

In the beginning, moderators should take control over the situation – they should observe how the chatbot works and, whenever necessary, take over the conversation to help users. For chatbot designers, this is the moment when they should draw conclusions and make improvements so that users wouldn’t need this type of help in the future. The first days of implementation are the hardest because users usually want to test all chatbot features, especially when the chatbot is launched on a fan page with hundreds of thousands of followers. 

You can also launch your chatbot in a closed brand fan page. We decided to do this in the case of Semilac. Thanks to this, we could optimize the chatbot more efficiently and had fewer messages to analyze during the first days of implementation. What’s more, the most engaged brand followers gained the possibility to test the chatbot before the rest of the users.

Ola Bilińska Customer Success Manager KODA Bots

Common Mistakes In Chatbot Design

The number of chatbots is growing – as we have already mentioned, there are 300 000 chatbots in Messenger itself. With such an enormous number of virtual assistants, we can come across chatbots that perfectly do their job, but also chatbots that aren’t able to cope with their tasks. So if you’re planning to use a chatbot in your company, you should know what to focus on and what design mistakes to avoid. Here’s our list:

Chatbot masked as a human

In the very beginning, tell your users that they’re interacting with a bot. Otherwise, you risk losing their trust. Always focus on honesty and clarity. People won’t see your brand as credible if they find out that they have talked with a bot disguised as a human. It’s better to inform users beforehand.

Don’t be afraid to be straightforward and write:

“I’m a machine. I’m not as intelligent as humans. I’m still learning and trying my best to provide help. So please, be understanding and feel free to share your opinion. If necessary, you can always contact a moderator.”

Chatbot with no specific purposea

Companies, which are not fully acquainted with virtual assistants, often have difficulties to define their chatbot’s goal. This may lead to chatbots that do too many things at once and aren’t able to meet the needs of clients and businesses. So if you’re planning to deploy a chatbot, keep it simple at first. Help your users but don’t make the conversations too complicated. In other words, start small but aim high.

Chatbot that annoys users

Another common mistake is sending too many notifications or too much content to users. Most people won’t mind if a chatbot starts an interaction. But if they receive the same notifications several times in a row or information they’re not interested in, they can find the chatbot annoying. Unfortunately, such situations still happen because sometimes brands don’t look at customers in the context of relations. If you own a chatbot and don’t want it to irritate users:

  • send max. one or two messages after the first conversation, 
  • make sure that the messages bring value for users – that they’re personalized, 
  • send messages at an appropriate time, on-demand,
  • don’t send too many notifications within a short period of time,
  • give users the option to sign out.

In the messages we send to users, we often add the option “Sign out / Don’t send messages” to give users the chance to unsubscribe, just like in the case of mailing. Allowing users to unsubscribe is a good practice and, what’s interesting, it doesn’t decrease the number of subscribers.

Adam Szewczyk Senior Project Manager KODA Bots

Remember that sending too many messages to users may lead to Facebook blocking your account. So it’s better not to take the risk.

Chatbot that suddenly ends conversations

People don’t like it when someone ends a conversation without giving an answer to their question. After all, chats were designed to improve customer service, to make it easier for brands to respond to customers. If they’re neglected, you can irritate your users, especially when the chatbot conversations include:

  • questions without answers – when users aren’t contacted with a moderator,
  • repetitive answers,
  • incomplete information.

If a user wants to contact a person, we can inform the moderator about it with an email, which is automatically sent from the KODA Bots platform. Thanks to this, we shorten the brand’s response time and minimize the risk that users’ questions get unnoticed in the mailbox. 

Adam Szewczyk Senior Project Manager KODA Bots

Lack of chatbot testing

Whenever the chatbot is launched for the first time, this provides a great occasion to find out what users think about the tool (after the chatbot has been tested by the design team, of course :)). As we have mentioned before, you can show the chatbot first to a smaller number of users, e.g. a closed Facebook group. Thanks to this, the followers of your brand will feel appreciated because they’ll get the opportunity to test the new chatbot before it’s shown to a wider audience.

Pro tip

Do not quit testing several days after releasing the chatbot. Read each chatbot conversation for minimum two next weeks. Focus on the words users write, pay attention to how the bot identifies these words and how it handles them in context.  Find out how people feel about the new tool. Do they get irritated, are they satisfied, or whether they prefer to receive answers from a human? Only this way, you’ll be able to gather valuable information, which will help you perfect the chatbot.

07Chatbot Analytics

The implemented chatbot takes over a certain part of your communication with clients. So at this stage, the assessment of the tool’s performance is often forgotten or neglected. Do people use the paths we have defined, do they receive answers to their questions, how do they react to the introduced improvements? We’ll have answers only when we monitor the chatbot conversations and data. Apart from analyzing specific messages, it’s also worth taking a closer look at the statistics panel, which can be found in most chatbot design platforms.

 

 

The data, which you can analyze in the chatbot platform panel, usually include:

  • the number of users – the number of all chatbot users in a specific timeframe,
  • daily user activity – with the division into unique and new users,
  • user sessions – their number and average duration time, the average number of interactions inside a session,
  • user-chatbot interactions,
  • the sources from which you gain new users – how did users come across your chatbot,
  • chatbot links – where did users go after they ended their conversation with the chatbot,
  • user messages – a valuable source of information about the clients’ language and needs.

If you haven’t developed your own technology, you can find these programs helpful:

  • Yandex Metrica,
  • Dashbot.io,
  • Botanalytics.co itd.

Tips on chatbot analytics:

1. Analyze Relations

Relations are connections between pieces of data. Most of them are generated automatically in the company’s database. Users are assigned to a specific ID after their initial contact with the chatbot. The ID is then “glued” to the user inside your chatbot (you’ll know when he, for example, sends a message or clicks on a link). 

Thanks to this, you can monitor the user’s behavior not only throughout time but also amongst many types of messages (or chatbots). You can also assess the effectiveness of specific content formats (e.g. graphics or videos) and you’ll know what time is the best to send messages (perhaps it’ll be on Tuesdays in the morning or on Thursdays in the evening?).

 

2. Pay Attention to the Customer Flow

Find out how users move inside your chatbot. What are the most common paths they take? What types of messages make users: a) ask for contact with a moderator, b) end their interaction with the chatbot, c) become loyal to the chatbot? 

Use this data to optimize and develop your chatbot. Thanks to this, you’ll improve customer experience and achieve your desired results.

 

08Chatbot Promotion

Chatbot promotion is an important step that will take you closer to your goals. Even if you have the best chatbot on the market, it won’t get recognized without you speaking about it. With advertising, you give your bot a chance to realize its full potential. We’ll show you paid and free methods, with which you can attract more chatbot users.

1. Show Your Chatbot On the Company Website

On your website, you can create special links that will hide in banners or other graphics. They’ll allow you to count the number of people who visit the website via your chatbot. You can also assign variables to users. Thanks to this,  the chatbot will be able to send them personalized messages. 

On the KODA Bots platform, you create links in the “Promotion” tab, by clicking on “m.me links”.

 

The KODA Bots platform

After publishing m.me links, you can use the Promotion tab to see how many people clicked and went deeper into the chatbot conversation flow. You can also create links that direct to different parts of your website to determine which ones bring you more visitors.

Ola Bilińska Customer Success Manager KODA Bots

What else can help you promote the chatbot on your website? You can use ready-made plugins, like:

The Customer Chat Plugin – which allows to start a chatbot conversation on the website and to continue it on Messenger.

The Send-to-Messenger Plugin – in the case of the Wroclaw Airport, it’s displayed as a small Messenger icon. Thanks to the plugin, users can sign up for Messenger notifications on specific flights, without having to visit the airport website.

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2. Use the Power of Social Media

Use the Facebook fan page to publish graphics or short videos, which show how the chatbot works.

Inform users about new chatbot features on different communication channels.

Use Facebook Stories or Instagram Stories to direct users straight to the chatbot.

 

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Use auto replies to Facebook posts. Thanks to them, anyone who comments your post will be automatically contacted on Messenger and informed about your chatbot.

Add your chatbot to the Discover tab in the mobile Messenger version.

3. Offline Chatbot Promotion

You can also effectively advertise your chatbot outdoor – in places where your target users like to go: beaches, trade fairs, or specific stores. For example, you can place QR Codes in your promotional materials so that people could scan them.

You’ll definitely attract more customers if you offer them prizes to win (“enter the chatbot, take part in the contest and win an exclusive boat trip”). Or if you provide good entertainment (“use the chatbot to vote for the next song to be aired on TV – the current results are displayed on the screen!”).

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4. Use External Media Channels

When your chatbot stands out from other bots with unique features, it’s worth telling the media about it.

Brands we cooperate with often turn this idea down, explaining that chatbots are only a small part of their everyday marketing communication. Remember that chatbots are still new tools on the market – an average Messenger user has to know how to use them, what they’re for, and so on. So it’s essential to inform people about this. No matter in what industry your chatbot is used (whether it’s tourism, banking, or media), show its unique features to users. They can be surprised by the range of its possibilities.

Ola Bilińska Customer Success Manager KODA Bots

5. Paid Online Chatbot Promotion

Here are the two most popularly chosen options when it comes to paid online chatbot promotion:

  • Click-to-messenger Facebook ads – paid Facebook ads that direct users from your ad straight to Messenger.

The best way to add click-to-messenger ads is to do it with JSON, which is generated for our clients on the KODA Bots platform. Thanks to this, we can direct users to the chosen chatbot blocks and continue the conversation in Messenger. JSON also reduces the risk that Facebook sends default messages (downloaded from the pages settings) whenever your chatbot starts a conversation.

Ola Bilińska Customer Success Manager KODA Bots

If you want to know more about click-to-messenger ads, read Facebook’s guide

  • Setting up ads inside Messenger – Facebook also allows you to set up ads directly inside Messenger – a valuable advertising tool available at your fingertips. When you create your ad, it’s worth designing a graphic that matches the brand identity and the content you publish on your chatbot.

Because there is a small competition when it comes to Messenger ads, it’s very easy to reach users. However, I wouldn’t advise “aggressive” advertising in this case. Ads bombard users from almost everywhere, so be careful not to scare them off.

Want to know more about Messenger ads? Facebook provides valuable tips

095 (Unusual) Messenger Chatbot Features

If you plan to use a chatbot in your company, you don’t have to limit yourself to the fundamental possibilities of the tools. Messenger bots can do a lot more. Supported features that attract the attention of customers and have a positive impact on fan engagement on Facebook and Messenger.

1. Chatbots and Account Linking

Let’s assume that on your website, users can, for example, edit their data, preferences, or check their order status. With a chatbot, you can simplify this process. After you merge their website and Facebook accounts, they can make the necessary settings from Messenger.

After clicking on a link in your chatbot, users can automatically log into your database. With a single tap on a screen, they’ll log into their website account.

Michał Pawełczyk Chief Technology Officer KODA Bots

Important information, which is usually sent via an SMS or email, can also be sent through your chatbot – in a cheaper, faster, and more comfortable way. For example, you can send:

  • the user’s credit application status,
  • delivery status,
  • invoice amount,
  • a reminder about, e.g. the bus departure time..

EXAMPLE

In its mobile app, 4FUN.TV enables people to observe their favorite songs.  It also notifies users whenever their favorite music videos are going to be aired on TV. The chatbot works in the exact same way. The only thing you have to do is to log into 4FUN.TV’s database through Facebook Connect. You’ll receive song notifications on Messenger.

2. QR Codes In Chatbots

Previously known as Messenger Codes. QR Codes are a great way to encourage user interactions at little expense. You can use them to direct people from shops or trade fairs to the online world of your brand. This allows you to gain new subscribers and turn them into engaged brand followers.

QR Codes were successfully used in the Semilac chatbot. During the Look&Beautyvision fair in Poznań, the brand used them to increase customer interaction and engagement.

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3. Webviews In Messenger

Messenger bots have to meet certain standards – the image size, number of characters and buttons, and so on. However, with webview in Messenger, you can use the interactive potential of chatbots even better.

Thanks to webview, users don’t have to leave the conversation in order to, e.g. read a long article. What’s more, you can also synchronize your website content with the chatbot.

 

EXAMPLE

You can use a chatbot to buy a cinema ticket. Imagine that you’re searching for a specific movie in the bot →  you click on Select a seat → the map of the theater is displayed → you pick seats →  click Continue → the webview closes and you receive the following information: “You have selected seats G15 and F15…”.

 

You can use webview to, among others:

  • configure and visualize products,
  • display a calendar for users to select dates for appointments,
  • integrate your online shop with the chatbot (shopping cart, check-out, etc.).

Webview combines the advantages of a graphical interface and a chatbot. It works both in a mobile app and a desktop version.

Michał Pawełczyk Chief Technology Officer KODA Bots

4. Chatbots and Messenger Extensions

Messenger Extensions are micro-applications, which you can use, for example, to share content directly inside a Messenger conversation.

EXAMPLE

Imagine that you’re chatting with a friend and you want to show him the new song of your favorite band. There’s a special Messenger Extension from Spotify for this – the song will be displayed directly within the Messenger thread, not from the music app. With Messenger Extensions, you can also make a reservation at a restaurant, create a to-do or shopping list – the possibilities are endless.

 

After your first interaction with the chatbot, the extension will automatically appear in your Messenger app (it won’t work in a browser). Messenger extensions can be used like stickers – you simply pick a specific image and send it. What’s great is that when you click on the sent message, you can open, e.g. a website, which is synchronized with other people within the Messenger thread.

Michał Pawełczyk Chief Technology Officer KODA Bots
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5. Contests In Chatbots

Brands organize online contests on a daily basis because they attract the interest of users and encourage them to buy products. Very often, brands create separate contest landing pages, where users can log in and send their entries. If you have ever organized an online contest, you know that landing pages:

  1. a) are time-consuming, b) costly,  c) create problems connected to usability, e.g. the collection of user data and further communication with contest participants. 

Chatbot contests solve these problems. They bring the entire process to Messenger – an app many people use on an everyday basis. 

On the platform developed by KODA Bots, the contest organizer can:

  • collect contest entries, 
  • manage posts (add tags, export contacts to Excel),
  • analyze statistics,
  • automate communication with users.

Last year, we collaborated with other agencies and companies, implementing chatbots for such brands, as Żywiec, Heineken, Komputronik, Semilac, and PEPCO.

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If you want to know how you can organise the contest in chatbotfor your business, drop us a line
Let`s talk

10Chatbots and Data Security

Did you know that…

…the biggest concern of people who use chatbots is data security (38%).

Source: The Chatbot Consumer Report, 2017

This chapter will tell you:

  • about chatbot hosting,
  • how to safely collect data inside a chatbot,
  • what is chatbot data anonymization and what is the role of an administrator,
  • how GDPR affects chatbots. 

Cloud vs. On-Premise – Where Is Chatbot Data Stored

Chatbot hosting affects the way your data is stored. There are two main ways you can host your chatbot: cloud and on-premise.

In the cloud model, you install the chatbot system on a third-party cloud. Well-known cloud computing services, like Google Cloud, Amazon Web Services, or Microsoft Azure have data centers located all over the globe. World-class specialists ensure the safety of confidential data, preventing unauthorized access and theft.

On-premise is a much more traditional way of hosting. The chatbot software is installed in the client’s IT infrastructure. The implementation process is much longer but on-premise frameworks guarantee top security. That’s why they’re usually required in such industries, as banking or insurance. 

There’s also a hybrid model – the combination of cloud and on-premise. Sensitive data is stored in the client’s IT system (or in any other chosen place) and the chatbot software is stored on a cloud.

If your chatbot uses the services of other companies, for example, if it uses an NLP engine or analytics system, you also have to consider how they affect hosting and data security. The more third parties process your data, the higher is the risk of theft.

Michał Pawełczyk Chief Technology Officer KODA Bots

Data Forms In Chatbots

With additional functionalities, you can create a dedicated form that will safely collect data in your chatbot. In this case, the data is transferred with the help of URL parameters.

EXAMPLE

We have created a secure data form for the Żywiec contest chatbot. Users could enter the following information:

  • name,
  • surname,
  • the contest code from a beer can or bottle cap.

The consents to the processing of personal data and email addresses were sent through a secured form.

However, remember not to include sensitive data, like your personal identity number, in your URL address. This is a very bad idea, as you increase the risk of data breach.

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Data Anonymization

Even though you have provided them with a special data form, users sometimes send their personal information inside chatbot messages. If you don’t want to store such data and be responsible for it, the best solution is data anonymization.

 

In the case of chatbots, the best way to anonymize data is to hide it with signs, like stars or dots. We have implemented this solution for our clients, whose chatbots weren’t supposed to store user data. Even if a user accidentally shared personal information, it wasn’t visible ?

Michał Pawełczyk Chief Technology Officer KODA Bots

With data anonymization, sensitive information won’t be stored in a database, won’t appear in your statistics or inbox. But it’ll still be available in the mailbox of a portal you’re using, e.g. Facebook. 

Platform Administrator Roles and Chatbot Security

Assigning roles is an important part of chatbot security because it limits access to the chatbot platform, especially considering the fact that the chatbot admin dashboard allows to, for example:

  • update the chatbot structure,
  • add intents to the NLP system,
  • analyze statistics,
  • manage advertising campaigns,
  • look through contest entries.

Because the chatbot platform stores so much important data, the access to the admin dashboard should be strictly controlled by a system based on role assignment and permissions. Users should have access to only those parts to which they were assigned.

For example, we can assign such roles, as Administrator, Editor, Marketer, Viewer, Mailbox or Contest Moderator.

Kokpit autorskiej platformy KODA Bots

Every action users make has to be registered in log files – the files that record events that occur inside a software. Thanks to this, you’ll know which users had access to specific data. This knowledge is crucial not only from the perspective of security but also because of the GDPR requirements that are imposed on computer systems.

Michał Pawełczyk Chief Technology Officer KODA Bots

Password Policy in Chatbots

A single password used for many accounts is one of the most common online security problems. Hackers can use it to easily access other accounts of the user if they have intercepted the password.

Michał Pawełczyk Chief Technology Officer KODA Bots

That’s why you should make sure that your password is strong:

  • it has an appropriate length,
  • it has both small and capital letters,
  • it contains numbers and symbols,
  • it’s regularly updated,
  • it’s not used to access other accounts.

Chatbots and GDPR

You need a consent to the processing of personal data if:

  • You’re planning to use data for other purposes than chatbot conversations

Besides lawfulness, fairness and transparency, purpose limitation (collection of personal data for an explicit and legitimate purpose) is one of the most important principles of GDPR. That’s why you should always inform users about all the purposes their personal data will be used for. The best way is to send users a link that’ll direct them to the privacy policy on your website. The link can be sent with a short comment or be attached to, for example, a subscription form.

Remember:

The information about the processing of personal data should be clear and understandable. It’s best if it was short, precise, and written in a simple language without complicated legal jargon.

You don’t need a consent to the processing of personal data if:

  • A user initiates a conversation with the chatbot himself and if the conversation subject falls within the scope of customer service

Let’s say that a user chooses a specific path and at the end of it, you provide, e.g. detailed information about a specific product or service. In the eyes of the law, this is a form of making a contract. So if you process personal data in order to conclude the contract or to provide information on entering the contract at the user’s initiative, you act in accordance with the applicable law.

Data minimization

This means that some pieces of data (including conversation history) have no right to be stored if there is no legitimate need to do so.  GDPR acts against unnecessary and pointless data processing due to the potential risk of data breach. So if you, for example, hold a contest in a chatbot, remember to later delete users’ personal data from the system in which it’s stored.

Integrity and confidentiality

As we have mentioned above, this is the stage when you have to define the purposes of data processing. At the same time, you have to appoint a data processor who will be responsible for the security and confidentiality of the collected data.

If you’re responsible for the data, your duty is to register any data processing activities.

What should you indicate in your privacy policy?

The goal of the GDPR principles is to increase the awareness of data privacy and consent. The regulations also solve several problematic issues. Thanks to GDPR, in Poland, we don’t have to report our database to GIODO (Personal Data Protection Office). Nevertheless, don’t ever forget about the most important issue – to inform your users.

In your privacy policy, you should clearly state:

  • what users give consent to,
  • who is the data processor,
  • what are the purposes of data processing,
  • what are the users rights, especially with regard to withholding their consent.

Custom technology that speaks for itself

70
enterprise chatbot deployments
1.2M
sent push notifications
750k
unique users
14M
sent messages
3
year of platform existence

11Chatbot dictionary

Enterprise Chatbots – the dedicated solution, available to customer needs; the implementation of enterprise-class chatbots and voicebots includes concept development, technology delivery, testing and support from the technology provider.

Push / Broadcast Notifications – notifications sent to users on a messaging app without any interaction required from them. In order to receive such notifications, users only have to subscribe.

Subscriber – chatbot user who has subscribed to push notifications; many chatbot design platforms estimate their price on the basis of the number of subscribers.

Messenger Marketing – a type of conversational marketing where companies use messaging apps to contact customers; it’s as if email marketing was moved to a chat. Messenger marketing enables to better personalize client communication and this, of course, brings higher efficiency (higher open rate and click-through rate).

Conversational Commerce – online selling using various means of conversation. In the case of chatbots, the term relates to a technology that allows buyers to talk with brands using a chat or voice interface.

AI In Chatbots – consists of two elements: machine learning and natural language processing (NLP) mechanisms. Advanced AI technologies are used by the biggest players on the market and they’re the most difficult to develop. Because in order to train AI, you need an enormous amount of data, including hundreds of thousands of example conversations. That’s why the whole process is very time-consuming and costly.

NLP – technology, thanks to which chatbots are able to understand the natural language of users. It allows to respond to such linguistic challenges, as:

  • differences in the meaning of words that depend on different contexts,
  • spelling mistakes users make, e.g. “ordr sandswich”,
  • different ways of writing data, for instance, in the case of numbers and dates

One of the most popular NLP engines are Google’s Dialogflow, Facebook’s Wit.ai, and IBM’s Watson;

It’s not true that all bots need an NLP engine. A simple line chatbot will do just as well without one, for example, if you use it to send product catalogs. 

Chatbot Blocks – blocks with answers, which are displayed after users perform a specific action. With chatbot blocks, which are available on your chatbot design platform, you can create a string of answers – answers that depend on one another and react to specific actions of users.

API – application programming interface, a software that allows different apps to communicate with one another.

12Chatbots Are the Future of Communication

Chatbots are an ever-changing technology both in the context of platforms and new functionalities. So when it comes to using virtual assistants, the possibilities are endless and, often, quite surprising. With every chatbot implementation, our KODA Bots team is richer with experience, new ideas, and knowledge. The technology we use also changes, as we constantly adapt our Enterprises-Class chatbots to the needs of clients and chatbot users.

Mariusz Pełechaty, CEO
Ola Bilińska Customer Success Manager
Michał Pawełczyk Chief Technology Officer
Adam Szewczyk Senior Project Manager