In the first part of this blog series, we have already clarified what a chatbot actually is, on which platforms chatbots are used and which possible areas of application for chatbots are. In this part, you will learn in a step-by-step guide how you can create a chatbot in 6 simple steps and what you have to consider.
The first part of this series is here:
The chatbot step-by-step guide:
Step 1: Define content – what should the chatbot be able to do?
In order to create a chatbot, as an advertiser, the first step should be to think about which functions your own chatbot will have later and which service it should cover. As already described in the first part of this blog series, there are a variety of uses for chatbots. These can be very diverse, from a simple support bot to complex gift bots with shop integration.
When planning a chatbot, therefore, pay attention to the following:
- What are the expected number of users of the bot?
- What is the relationship between the costs and benefits of the bot?
- The larger the range of functions, the more complex the creation and maintenance of the bot becomes!
Step 2: choose the right platform & software?
Once the functionality and content of the bot have been defined in the first step, the second step is to determine the right platform and the right software for the chatbot. In the first part of this blog series, the most popular platforms and software solutions have already been presented. You can find a market overview of 18 chatbot software solutions at https://www.cedextech.com. This article compares 18 chatbot solutions. It should be noted here that by far not all providers are listed and it is therefore always worthwhile to compare different providers yourself and obtain individual offers.
When choosing the right provider, you should ask yourself the following questions:
- Does the software solution cover all the content specified in the first step and is the range of functions sufficient?
- Is the software solution compatible with all relevant platforms?
- How is the pricing model structured, does it fit my requirements?
- Is the software solution designed to be user-friendly?
- Can I create and maintain the chatbot myself, or is additional specialist staff required, such as a programmer?
Step 3: Define the target group – Who does the chatbot talk to most often?
Once the perfect software solution has been found, it is time to deal with the target group. It should be clearly defined who the main users are, what they are and how they can best be addressed. This step is very important because the target group lays the foundation for the further alignment of the chatbot in terms of functionality, design, addressing and wording. Basically, it has to be decided whether the chatbot should be aimed at B2B or B2C users. When defining the target group, it is often helpful to create appropriate personas. These should take the following aspects into account:
- Living environment (urban, rural, expat etc.)
- Level of education
Step 4: Choosing an address – How can I best reach my target group?
Once the personas have been created and the target group has been determined, step 4 is about choosing the right approach. Not only must the decision be made as to whether the chatbot should address the user with “Sir” or “you”, but also which wording is the most appropriate.
Step 5: my chatbot – give your chatbot a personality!
In order to achieve a high level of user acceptance of the chatbot and thus increase the rate of interaction, it is often helpful to give the chatbot a kind of personality. This personality can be defined as a persona in a similar way to the target groups. Here, the chatbot not only has to be assigned a name and an external appearance, but also some character traits, which can most easily be defined using descriptive adjectives. The personality of a chatbot should be defined using the following questions:
- What does my chatbot look like?
- What is my chatbot called?
- What kind of person would the chatbot be? (Gender, age, family)
- Which adjectives best describe the chatbot?
Step 6: Create dialogues – How do users communicate with my bot?
In step 6, it is now time to create the final dialogues of the chatbot. You should start by formulating the 3 questions that the chatbot has to answer most often. Corresponding to this, answers in key points should also be available in this step. From these questions and the other functions that the chatbot should have later, you can now create templates that are used to design the chatbot. These should reflect how a conversation between the chatbot and the user can take place.
You should consider the following questions:
- How does the chatbot greet the user?
- How does he initiate a question?
- How does he formulate his statements?
- What tone does the chatbot use?
Conclusion and outlook:
This step-by-step guide is intended to help you create chatbots and show you important points that you have to consider when planning and creating a chatbot. In the next part of this blog series you will learn which data protection rules you have to observe when creating and using a chatbot and which marketing options are available to you with Facebook chatbots.
Continue reading the third part of this series: