How to make a voice bot your customers will fall in love with

Step 1. Choose what can be delegated to the bot

A bot is not just an answering machine, but rather a secretary who helps you run your business. With its help, you automate entire blocks of communications with customers. An important task is to think over which ones. For example, if you have a complex niche product, the benefits of which are not obvious, you are unlikely to be able to delegate cold sales to a bot. Customers will only be annoyed that a lifeless voice tells them something incomprehensible. No one will listen, but negative emotions will appear towards your brand.

But, for example, a script for solving common problems is a great idea. The bot will quickly and clearly orient the confused client where to click to make everything work. Many companies rely on bots to remind them about the appointment, so that employees do not have to spend the entire working day on calls and letters. Robots do a great job with customer loyalty surveys and ask your customers to rate the service they provide. They can also tell their existing customer base about the new promotion.

Step 2. Find a platform with the right set of features

The capabilities of the phone bot depend on the program you are using. Some only know how to follow standard scripts, while others can enter into dialogue and even recognize swear words. If you want a conversational bot that will fully communicate, look for programs with NLU technology - natural language understanding. This is an AI feature that allows the robot to understand living language.

The more a bot can do, the more expensive the program will be. If an assistant is enough for you who will take care of basic calls, there is no point in overpaying for artificial intelligence. Remember that the bot market has enough offers for businesses of all sizes and specialties.

Step 3. Write literate and concise scripts

The bot should immediately tell where it is from and why it is calling. Don't waste your clients' time with long phrases and lengthy arguments. And do not try to say in one conversation about the opening of a new outlet, and about existing promotions, and about price changes. Be guided by the “one call, one communication” principle. Deliver the rest of the news only if you are sure that the client is interested. For example, let's be able to click on a button to find out more, or end the conversation now.

However, this does not mean that phrases should consist of clericalism and pathos. Avoid excessive officialdom from the “Good afternoon! You are welcomed by the autoinformer of the Arabica LLC coffee shop. Such calls immediately seem like spam. If you have a conversational bot, formulate closed-type questions to which you can answer yes, no, or give the exact meaning. Otherwise, it may take time for clients to consider the answer.

Step 4. Make the bot friendly

Despite the fact that the telephone assistant is a robot, its tone should be human and welcoming. Be sure to greet your customers. And so that the bot immediately attracts buyers to itself, give it a name. For example: “Hello, this is Kostik, a robot from your favorite Arabica coffee shop. Recently you drank coffee and cake with us. I want to know, did you like everything? "

Don't hide from clients that they are communicating with the robot. As a rule, people are condescending to automatic helpers. And on the contrary, they express their thoughts more clearly and concisely when they know that they are talking to a car.

Step 5. Give an opportunity to reschedule the conversation

We won't even talk about tactful timing. You already know that people should not be disturbed early in the morning or late at night. However, it can be inconvenient to talk at any other time of the day, so you need to give the person the opportunity to contact later. Then the bot should apologize for the trouble and leave, and the platform should save the data about the new time for the call.

Remember that now many people, in principle, prefer to communicate in instant messengers, and not by phone. Therefore, it is important that the call is really useful and timely. For example, you can call and remind you that it's time to change your car, and offer a discount on winter tires at the end of autumn. If your communication contains a lot of dates, prices or other numbers, it is better to really choose written information, not a call.

Step 6. Test your bot

First, read the script for the bot out loud. It can look very foldable in writing, but make it slip through the word verbally. Rewrite all the places you stumble on, simplify complex structures. Hire a professional writer if needed. It's better to spend it once than to later lose customers who block your number due to annoying calls.

Secondly, check the bot on yourself, colleagues and friends. Test all the answers the client can give and make sure everything works. People generally do not like to waste time talking to strangers, and even more so with a hanging program that gives out cues in the wrong order.