Chatbot software is becoming a very important tool for companies and institutions, but do we know how to interact with them?
Chatbots are everywhere. A communication tool that was unknown 4 years ago and what Now it seems essential in the communication strategy of many companies and institutions, both externally with customers and internally with employees at all levels.
Either your availability (24/7/365), message homogeneity, cost reduction What does it mean for companies, or the personalized information of customers and employees... Be that as it may, these bots are replacing traditional call centers, helping companies to get to know their users and to be able to carry out more personalized marketing campaigns than ever.
But although this seems to be going from strength to strength, after many conversations with real users, we have realized that users behave cruelly, intransigently and with great haughtiness. I explain.
As a general rule, a user enters any chatbot and after two formal interactions, (greeting and asking his name), they begin to test, troll and insult him after failing to correctly answer his third degree in telecommunications engineering.
«It is that I asked him 20 questions and on 21 he answered me something nonsense. This chatbot is stupid" they told me the other day. It must be said that the chatbot they tested was "Santa Claus" and that question 21 referred to the Spanish economy...
Let's relax and learn something new today. A chatbot does not have to know absolutely everything of any subject that exists in the world.
You as a person, you don't know everything. You have a general knowledge base of life and you have also specialized, according to your tastes and concerns, in a specific topic. Well, the same thing happens with chatbots, or at least with ours.
We have educated them to have a general knowledge base, who is able to reply to any interaction in a general conversation: "Hello, what are you doing?" "who created you?", who defends himself against insults "BASTARD!" "PUT*", or who can sense a joke or irony. But each one is specialized in a topic: horoscopes, cryptocurrencies, lactation, pets, menopause...
If you tell chatbot service expert Bill that you are an Aquarius, there is a high chance that he will say something nonsense to you. Just like if you ask Lola, an expert in horoscopes, what she thinks about the current situation in Venezuela, something similar will happen. At best she will tell you that she is not understanding you, at worst she can tell you that “green is the color we instinctively look for when we are depressed”, that is, something meaningless for the context of the conversation.
In order to be a little better and understand each other with machines, I have decided to create some tips to get a conversation on track with a chatbot...
- The first interaction should be something like… That you can help me? o What were you created for?
- You should always read what the chatbot answers you. I have noticed that the vast majority of users ask the chatbot questions without reading the answer. If you want him to read and respond well, you must also read and respond well.
- If you have asked him something and He hasn't answered you, rephrase the question in other words. It doesn't make sense to ask him the same thing 80 times with the same words if he answered something strange the first time. Pure logic!
- If he answers something unconnected DO NOT INSULT HIM. It is a very upward trend to call the chatbot everything, because it did not answer what it should or what you wanted. I already have 150 bad words and more than 1000 ways to develop those words into terribly offensive sentences.
- Be patient if he doesn't know something, and besides, you should even be glad he doesn't know everything.. Unlike you, a robot can learn anything new in less than 24 hours. Nor are we humans interested in creating critters that are vastly more intelligent than we are.
- Try to contextualize any interaction. You should save yourself imprecise questions like "because?" "as?»Or "that doesn't work"… We are working so that the robots can follow the thread of the conversation, but little by little.
- Do not tell secrets, or say things that you may regret later. Know that there will be someone reading your conversation, so you should relax a bit.
You can start putting these tips into practice with any of our chatbots, here, at 1millionbot