How to launch a chatbot 101
If you’re launching your first chatbot this year or reinventing an old one, you couldn’t have chosen a better time. The humble chatbot has evolved into an advanced AI assistant, already primed to accurately take on 85% of your most essential customer queries ― from day one. Here are our top tips to take a ‘great’ launch and turn it into an “amazing” one in 2023.
1. Define your goals
Before you start, decide on your criteria for success. You can use an AI assistant in so many different ways to benefit your business, it’s important to select goals that will make the biggest difference commercially. Your list will likely include one or more of the following:
- Reduce contact volumes
- Increase conversion rates
- Increase customer lifetime value (LTV)
- Improve customer engagement
- Increase customer loyalty
- Reduce contact team resource costs
- Reduce customer wait times
- More efficient automation between sales and marketing
- Better data to help make decisions
- Provide a 24-hour service
- Improve customer satisfaction
- Learn more about customers
Record your performance today then keep logging the changes each week using your AI assistant dashboard so you can accurately track your progress.
2. Get everyone on board
An AI assistant is there to serve every member of your organisation as well as your customers, so make sure everyone’s aware of the launch and knows what you’re working towards. You won’t need any engineering or technical knowledge to get started.
We’ve taken care of everything behind the scenes so anyone on your team can create your AI assistant knowing the technology part is all taken care of. If you work in a highly regulated industry, read our extra guidance to help you prepare for conversations and approval with compliance officers where onboarding is especially strict.
3. Create a strong brand connection
It’s important to think about language and the style your AI assistant talks in:
- Is your AI assistant formal or informal?
- Is it soft and caring or clinical and serious in tone?
- Are touches of humour appropriate, or do you need simplicity and plain communication?
- What kind of mood might people be in when they make contact? This is a crucial one as it influences how people interact with your AI assistant and the emotions it’ll need to be able to handle.
If you have a marketing team or access to a copywriter, it’s good to get their input. Other great sources of reference are any existing tone of voice guidelines, support call scripts, FAQs, and of course existing content from your website, emails, and social channels.
4. Keep measuring the impact
Remember, your AI assistant will help your teams as much as your customers and become one of your most valuable, hardworking teammates. In its first six months, Barking and Dagenham Council’s AI assistant saved over 10,000 calls for their overwhelmed customer contact team, taking off the pressure. They then had more time to work on the most rewarding or profitable tasks for increased job satisfaction.
Let people know what they’ll no longer need to do and what other work they’ll take on, emphasising how this shift will improve the quality of their time at work and improve ambition overall.
+ Bonus tip on 2023 best practice
It seems to make sense the more information you give your AI assistant, the more it can help your customers. Today’s best practice actually recommends doing the opposite. The sooner you can get your AI assistant live, the sooner it can start learning from real customers. You think you know what your customers will ask for, but most of our clients find it surprising and insightful to see what actually happens when their new AI assistant sets to work.
On our platform there are just a handful of steps to launch:
- Sign up for an account
- Choose an industry template (or start from scratch)
- Prepare responses for the 10-15 key questions customers ask the most ― max 20!
- Give your AI assistant a name and add brand colours
- Set it live on your website, app or social channels
What used to be the hardest part is now super simple.