Customer Service Glossary
What Are Chatbot Scripts?
Chatbot scripts are brand-specific questions, answers, and keywords that companies develop for automated chatbot programs. The bots use customized flows to interact with clients through a retailer’s website or an instant messaging app. The scripts outline potential conversational exchanges between the bots and users, based on context, user intent, keywords, and menu options.
Chatbots leverage machine learning, artificial intelligence (AI), and natural language processing (NLP) to understand user questions and resolve minor issues. That said, chatbots can lack a conversational tone without proper training. Chatbot scripts capture the personalization and flexibility of “Choose Your Own Adventure” games, allowing companies to create flowcharts – also known as decision trees – that guide their automated instant messaging services through human-like conversations.
The chatbot script-writing process can be complicated. Many businesses pre-program a specific set of answers to frequently asked questions. The tool then analyzes user requests for keywords and provides a relevant answer based on available content. However, companies should allow for some variance in phrasing to ensure that shoppers receive prompt, helpful answers.
Why Are Chatbot Scripts Important for Customer Service?
Chatbot scripts are important for client support for several reasons, including:
1. Improved User Experience
Well-written chatbot scripts prioritize two key factors: tone and understanding. The flow should first ensure that the instant messaging bot speaks in a conversational, human-like tone. Then, the process should enable the bot to analyze messages for keywords and generate relevant responses.
Customers can then interact with a friendly representative of the company while receiving timely solutions for minor issues, which improves their support experience and boosts satisfaction ratings.
2. Enhanced Relationships
Approximately 80% of shoppers prefer businesses that provide customized user experiences. Companies can leverage their chatbot scripts to engage with clients, gather direct feedback on support practices, and provide a satisfactory solution to a straightforward issue in minutes.
Further, chatbot software can draw from stored data, including past interactions, purchasing history, and audience analytics, to ensure a seamless interaction with new and existing shoppers.
3. Increased Satisfaction Rates
Chatbot software integrates seamlessly with company websites, Facebook pages, and other live chat platforms. After businesses incorporate the software into their customer support strategies, clients can instantly connect with a pre-programmed chatbot and receive real-time assistance without the hassle of a long wait.
How to Write a Chatbot Script
1. Greet Clients
Before beginning a conversation, chatbots should always introduce themselves and identify themselves as an automated program. Still, the introduction doesn’t have to feel robotic. Instead, companies can tailor the bot’s greeting to suit their target audience and incorporate emojis, GIFS, or other memorable additions.
2. Introduce Guidelines
Some users may only need a quick answer to a common question. Others may require further assistance to determine their next steps. When building chatbot scripts, companies can help guide the user experience by providing guidelines or suggestions, such as, “Say ‘hello’ to get started” or “Type ‘Menu’ to view more options.”
3. Make Suggestions
After the chatbot determines user intent, it can make product or service suggestions based on the context of the conversation. These suggestions vary based on the industry. For example, financial institutions may offer access to billing reminders or balances, while travel sites may recommend a tour package or destination based on user history.
A well-written script helps users move through the website and improves their purchasing experience. In addition, businesses can use written chatbot content for upselling or cross-selling complementary products and services to suit each shopper’s needs.
4. Be Conversational
Optimized chatbot scripts typically combine active phrasing and a brand-specific, unique voice that resonates with users. Most importantly, the content prioritizes informative conversation tailored to the brand’s audience.
5. Personalize Responses
Companies with a solid understanding of their target audiences can use a chatbot’s interface to predict questions and provide relevant solutions to common problems. They can even manipulate the content of a chatbot script to include the names of existing clients, capture new shopper information without the formality of a registration form, and ask questions about past purchases.
Chatbot Scripts for Customer Service Departments
Chatbot scripts can transform a robotic automated answering service into a human-like instant messaging support tool. To enhance their chatbots, businesses often hire scriptwriters to create content that aligns with their brand and audience.
However, companies can also use the data they have on their target audiences to proactively develop fully customized chatbots that improve shopper satisfaction, enhance the buying experience, and build stronger relationships with consumers.