Humanizing a chatbot experience and the case of human chatting to prospects via an AI chatbot

Chatbots are an accelerating component of our everyday life and redefine how we interact with the web and companies. It is explained by Canadian messaging business Kik: “Websites first appeared, and there were apps. There are bots now. “Like the early Internet, bots are designed to convert business as we understand it, making access, engaging and transacting by immediate instructions simpler for customers than ever before.

Chatbots can improve the user experience by reducing and sometimes eliminating the need for human assistance by allowing artificial intelligence (AI) to take over and solve problems. If your business is going to succeed, you need to ensure your customers are happy and your brand image is positive. So, to ensure visitors still see your business in a positive light when interacting with a chatbot, you need to build that chatbot with the ability to connect with them on a level where they feel understood, listened to and accommodated.

If you want to know how to offer more human characteristics to your chatbot, here are five methods.

A common way for businesses to humanize their products is through personalities. This enables clients to acknowledge the brand and make them feel comfortable with their names. By providing a name and character for your chatbot, you usually eliminate cold link customers where each answer feels computer and robotic. Regardless of your company goal(s), the company on the other side is human. it’s important to remember While a sterile, robotic chat can be confusing, an excellent chatbot can build strong links and brand loyalty with your clients.

But remember, until you map out your brand identity, you can not generate a personality. Ensure your brand image suits so that consumers can differentiate you from the contest.

An AI chatbot was invented as a means to limit human-to-human interaction, allowing computers and artificial intelligence to handle customer queries where they can. Even though some customers are aware that they’re speaking to an AI chatbot, others aren’t. So, in order to cement these relationships and keep customers happy, businesses need to go the extra mile to make these artificial conversations more human-like through personality. Just this simple adjustment can make your chatbot appear more relatable, believable, and relevant to your users. That is, after all, the ultimate goal of enhanced customer experience.

One picture is worth a thousand words. Emoticons and smileys have done a great job showcasing emotions while texting. Hence, playing a major role in setting up the tone of the conversation. Slack and Facebook does a great job with their feature of reacting to conversations with smileys and it is one of their first-class features right now. Your users will also expect your chatbot to converse with smileys and also understand them.

Using distinct kinds of media to express yourself is prevalent when you communicate with someone online or via text message. In the form of GIFs, images, videos or emojis, chatbots can do this as well. The use of visual material enables to express emotion and significance when words are simply not enough. It also maintains a friendly link and demonstrates the user that they can relate to the bot and thus trust.

Consider how realistic you want them to talk to visitors when programming your chatbot to be more lifelike. It will come off as impersonal and empty of feeling if they are too formal. If your bot replaces a real human being’s place, it should talk like one. If they are going to feel comfortable enough to transform, users need to relate to whoever is on the other hand of their screen. Create your chatbot’s conversational user interface and have it address customers by name and give casual greetings to make visitors feel like chatting to an old friend.

If you spoke to an individual who forgets all you’re saying from phrase to phrase, imagine how frustrating it would be to maintain up the conversation. As humans, in our day-to-day conversations we use context so often that we don’t even notice. If you can provide data and instruments for your bot in discussions to comprehend this context, it will go a long way in making your customers happy.

Contextual understanding is by far one of the most important ways to humanize your chatbots.

Advanced NLP technologies clubbed with the natural, human-mimicking designs are the solutions. In the longer run, we are going to see much smarter, much more humanized chatbots.

One thing is to build a bot that can process conversational speech, but how about emotional comprehension? Emotional AI utilizes the motion of the voice, tone, and eye to determine how the user feels so that they know how to react next. In addition to colloquial language and being spoken to as a friend, it could go a long way if bots were able to show user empathy. Research undertaken by Stanford University discovered that users generate favorable reactions by incorporating emotional embedding into chatbots.

This is what you have to keep in mind while designing a chatbot but now let’s talk about the main problem few companies face. Some companies have chatbots like insent.ai integrated to their website which popups after a certain time and an actual human being will start a chat with the prospects and try to generate leads. The issue these companies/clients face is that they are not able to convince the users that an actual person( not an AI bot ) is chatting with users.

Live chat technology has been around for a while. And while customers increasingly demand immediate attention, businesses have been relatively slow to adopt a live chat strategy — particularly in the SMB space, where deals are still built on relationships.

Live chat is often solely thought of as a customer support tool and tends to be overlooked from a sales and conversion perspective.

Integrating Live Chat with your AI chatbot system is one of the best ways to assure you collect and track all your leads, sales, support or any other issues related with your customers after their chat with you.

This is an overview of how Live Chat in the AI chatbot works from a visitor’s perspective. It’s meant to give administrators and agents a general idea about how it works.

So when a prospect lands on a website, he/she will receive a message from the bot and, at the same time the available salespersons will be notified. Whenever a salesperson accepts the request, the bot will hand over this conversation. Then the whole popover will be expanded and the details of the salesperson chatting with the customer, and a link to choose other available agents will be shown in the chatbot interface.

These Digital prototypes were tested with a few users. They were asked to do tasks and describe their thoughts along the process. Other times A/B testing was done for some screens, although the research was very rapid, unstructured and organic.

XD Prototype link (tap on the screen to move forward)

Humanizing your website chatbot will bring tremendous company advantages. By using language, it generates an emotional link between user and bot. There are so many ways in which people express themselves. Study how individuals interact with each other and mimic those qualities and features in your chatbot when designing and programming your bot. The more you add human-like characteristics, the better it connects with clients.

And the above-given method can be used to show that an agent/human is chatting with the users in a web site.

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