Giving bots a “personality” and the ability to have more human-like conversations might come at the expense of good customer service. But, if the bot talks like a human, it might cause the customer to expect responses the bot isn’t designed to offer. For customer service chatbots, the goal is to help the user get answers to questions or resolve an issue. Let me explain the nuance and share how we approach designing bot conversations.īots are designed to address a specific scope of use cases. In fact, when bots look and behave too much like a human, it can result in an unintended eerie or creepy quality – the so-called “uncanny valley.” Instead, we need to make bots less robotic. Make AI Chatbot Design Less RoboticĪs a conversation designer in Salesforce’s user experience group, I’d argue that it’s not about making AI more human. How many times have you talked to your device’s voice assistant as if it were a friend or cursed it when it made an error? So if your company wants to build a chatbot, you might ask: Should the chatbot talk like a human? The answer isn’t what you might expect. What do I mean? People tend to respond to chatbots as if they were human agents. And, if you want to deliver a great customer experience, you’ll still be able to with a traditional chatbot – though you’ll need to reckon with new expectations from customers. The short answer is that, yes, chatbots do have a purpose in this new world of large language models (LLM) and generative AI. It even begs the question whether “old school” chatbots have a future. Robot names also have their own advantages.Generative AI is the shiny object that’s making many of us wonder how fundamentally it will change our work.
Appropriate names will vary depending on your region, language and target customers. They are purely an example of what types of names people in that target demographic find simple. These names are English-specific and may not be suitable for your audience. When choosing a human name, we recommend picking something Have your chatbot offer to forward chats and contact info to agents to make a clear distinction between the two Into the chat to emphasize that the conversation is automated Use an illustration as its profile image instead of a real photo Have the chatbot introduce itself as a bot in its greeting You can still pretend your chatbot is a hot real estate agent and name it Armando, but consider these tips We recommend a combination of chatbot and agent support instead of pretending your bot is human. Finding the right name is easier said than done, but I’ve compiled some useful steps you can take to make the process a little easier.Ĭhoose if you want a human name or a robot nameĬreative bot names aren’t worth losing sleep over So you don’t want to put your customer experience at a disadvantage by naming your bot something cold and generic like “Helper Bot.” It’s like calling your human support team member “Service Agent 1.”Ī clever, memorable bot name will help make your customer service team more approachable. Sometimes they’re even the first team member to greet your customers and offer help. They may not be on the payroll, but chatbots fulfill job duties on a daily basis. One that says “I’m helpful but not annoying.” The birth of your chatbot opens new opportunities, but it needs the right alias.
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