How to Build a Whatsapp Chatbot for Effective Customer Support

Original article was published on Artificial Intelligence on Medium

Writing a Humanized Script

To improve the engagement of your users during their interactions with your bot assistant, planning an engaging and effective script is one of the key aspects in designing your WhatsApp Chatbot.

In this stage, we are focused on providing an engaging user experience by replicating the usual conversation a human user support agent would have with the users. As the chatbot agent will likely be the first touchpoint for your customers, designing a chatbot with a warm personality and welcoming tone could lead to the first step in improving the experience your customers would have in interacting with the chatbots.

For a start, we would usually start off an interaction with a person by greeting them with a warm and friendly ‘Welcome’ or ‘Hello’ message. Then, what usually follows next is introducing ourselves to the customers. To keep your customers engaged throughout the interactions, we would only need to apply the same conversational principles when we design the flows of our chatbots.

Allowing your chatbot agents to greet and welcome the users helps your users to start off the customer support interaction on a positive note. Moreover, naming your chatbot agent and writing an introduction script for the chatbot’s first interaction with the users result in a more humanized customer experience.

As WhatsApp is one of the most popular messaging platforms in Asia, the conversations would need to resemble the casual and general conversation the users would usually have while chatting with a friend and family member. In order to achieve that, the language and jargon used in the script should be casual and relatable based on your user demographics.

While keeping the conversation engaging for the users, the messages from the bot should be clear and concise to guide the users effectively and help them to resolve their problems as quickly as possible. Therefore, the messages should also be scripted in such that the easiest or most efficient solutions we could provide to help the users.

Furthermore, the use of abbreviations and emojis could also maximize the engagement of the interaction and hence improving the user experience. As texting has become a quintessential part of our lives, emojis and abbreviations have in turn become a main feature in our texting language. In casual conversations, we use emojis to react to our friends’ message without having to type a full message. As a result, emojis have affected how we communicate on messaging platforms.

Therefore, emojis and abbreviations should also be the main feature in the communication of chatbot to design a human-to-chatbot conversation that is as close as an engaging human-to-human conversation.

Our very own chatbot, Amy, always introduces herself to our customers with a casual “Hi there!” and followed by an emoji.