We all put a lot of effort into building a great chatbot! We craft the script and then edit it over and again so that it becomes perfect. We ask our colleagues and friends to share their feedback thinking we can then finally launch it. After so much effort when we finally publish the bot, we see all sorts of unexpected questions pouring in. And just like that, we find ourselves puzzled as to what our reply should be. More often than not, the bot doesn’t know what to say and the customer simply moves on. Has this ever happened to you?
I have pulled the most common chatbot questions we get on our chatbot for your reference. These questions will help you craft your answer in a better way the next time. Let’s take a look!
1. Are you a Robot?
This is one of the most common chatbot questions that customers shoot. It is also among the basic bot questions that you need to be aware of. Variants of it can be “Are you a bot?”, “Am I talking to a chatbot?”, “Are you a real person?”, “Am I talking to a chatbot?” and the like.
Like we shared in our previous posts also, we don’t like to lie to our users. Although one can leave a response like “No, I’m Tom” or “Yes, you are talking to a human” things can get messy if the user asks complex questions. If they find out later that they were talking to a bot, you can get in big trouble.
We like to keep it hassle-free by giving customers the option to continue chatting with the bot or to directly connect with a human. This way customers know that they are talking to a chatbot and that they can always reach out to a human if required. Although it might seem counterintuitive, 69% of users actually like talking to a bot before speaking to a human so that they can get instant answers to their questions.
2. What is your name?
This seems like a very simple question and yet, when asked, it makes you introspect your brand strategy. You start wondering what to name the bot at all. And this relates to the branding facet of your chatbot! So does your chatbot have a name then? And how do you describe your chatbot?
It is a great idea to give your bot a personality and a name so that you can introduce yourself to the customers. Will your bot have a friendly persona or do you want it to be more formal. It also depends on your industry and the nature of your service. In general, customers like it when they can talk to a bot with the ease of talking to a friend. The conversation with a bot should seem seamless and natural.
So before working on the chatbot script, you can design the personality of the bot. Think about the tone, the name, and representation. Would you use graphics like emojis and images? PS: users love to interact with emojis and images and they are way more engaging than plain text.Give your bot a name and a personality that your users will relate to and remember! Click To Tweet
3. How does it work?
Chatbots are relatively new for customers and many of the users might have interacted with your bot for the first time. They naturally have a lot of questions about how a chatbot works and would pose the same question to you as well! Moreover, customers are not only impatient to know but also excited and so you have to be as transparent as possible to them.
To handle their impatience, you have to build a good onboarding sequence that explains all the functionalities and commands to be used. However, despite the structured sequence, some people might still have questions about how it works.
A conversational approach often comes in handy in such a case. You can begin by greeting them and initiating a conversation. Then present the options to them in the form of buttons and let them choose. Hybrid.Chat has several such templates for various industries of which the scripts you can check. The bot makes itself clear and answers all possible customer questions so that you don’t have to keep explaining it to the customers.
If at any given stage you get the question “How does it work” then you can also design custom answers for it. For instance, you can add the response in the script like “You have to answer simple questions that will help us guide you to the solution.” And then start a conversation from your end.
4. How are you?
For a question like this, you can let your creativity flow. This too is one of the common chatbot questions! But you don’t need a specific answer to this question. Moreover, this is your chance of adding some humor to the conversation. So let your brand persona come out and feel free to tackle the question your way!
For instance, if the customer says “How are you?” you can respond with something like “Oh, I’m doing wonderfully well!”; “Glad you asked! I’m feeling amazing!” or “Doing great, thanks for asking” and the like. Humor is often a great way to handle common chatbot questions. Click To TweetMoreover, it also makes you sound more natural as opposed to an automated script. It is best when the chatbot phrases sound human.
5. What do you think about [Celebrity]?
Why would someone ask a question like that? If that is what you are thinking then we totally get you! But surprisingly, people often ask this question a lot. For instance, during the elections, people asked “What do you think about Trump?” and this shows an interesting aspect of chatbot users, which is the current events. So people often ask about the events happening across the globe. And it might include celebrities.
That being said, you cannot always predict the questions that customers might throw at you. So keep your answers ready only when the celebrities relates to your bot. For instance, if you are building a pop music chatbot then you should probably know the answer to “Do you like Michael Jackson?”.
However, if a question seems out of your scope then you don’t have to answer it. That’s right! Your bot doesn’t need to have an answer to every question. Besides the chatbot questions, your bot will also face various random questions to which you don’t always have to respond (Sigh of relief, am I right?).
In the process of the customers getting acquainted with a chatbot, there are bound to be some common chatbot questions. It is a great idea to be prepared for such questions so that you can capture the visitors. Given above are the top 5 questions your bot is expected to answer. Designing a comprehensive script will cover most of the common questions asked by customers so that you are well prepared.
Do you want to access 50+ ready to use (FREE) templates designed keeping in mind the industry and commonly asked questions? Click the link to know more!