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  • Writer's pictureYogesh Jain

5 Steps: How to Design Engaging Chatbot Conversation Flow?

Updated: Mar 28

Did you ever order a pizza? Or search for a recipe online? You might have also attempted online shopping. But have you tried doing the same stuff with chatbots? From shopping to weather forecasts to customer support, chatbots have made everything easy. With simple conversations, you can practically do everything (seek information, make purchases, etc.). These chatbots can take the user from intent to final checkout in a matter of seconds. Chatbots aren’t as smart as users perceive them to be. What seems like a simple conversation between a machine and a human is a very complicated process. To make these bots superb in human communication, they need a pre-defined flow of communication. This flow is designed to handle every possible communication with the user. Without this pre-defined flow, bots will irritate the users, leading to a negative buying experience. In this blog, we will study the exact steps to create a conversation flow for a chatbot that engages users and delivers value.

Who should read this blog?

  1. Marketers and executives who want to create a chatbot for their business.

  2. Curious people who want to know the art behind automated chatbot conversations.


5 Steps to Create Engaging Chatbot Conversation Flow:

1. Define Your Deliverables:

A chatbot conversation flow aims to perform a specific task for the user. Whether it is to direct him to purchase, solve a query or give some information. To make an efficient conversation flow for a chatbot, you need to know the beginning and end of the conversation. The middle part of the conversation flow is for you to define. A good chatbot should always function on some key deliverables and those should be communicated to the user. To make this flow efficient, you should know exactly where you want to take the user. Once you have identified that, you can move to the next step to create chatbot conversation flows.

2. Give it a Personality:

Ideally, you shouldn’t disguise your bot as a human. But that doesn’t mean that it cannot have a personality. A good chatbot should be likable, just like your brand. We are not accustomed to filling out a questionnaire for every purchase we make. By giving your bot a character, you can make the communication more engaging and interactive. The bot’s personality should resound with your brand image. The dialect and tone need to be consistent to give your bot a character. For example, with an apparel company, the bot can communicate like a personal stylist. This will give your bot a competitive edge.

3. Introduce the Bot:

Just like any other conversation, a chatbot should also begin the talk with an introduction. This introduction should describe the purpose of the bot. The user should also be guided to the next step and how they should interact with it. You can also allow the user to restart the conversation flow or get specialized support with an exit option. For instance, here is the introduction of the Tommy Hilfiger bot that takes all these points under consideration:

tommy hilfiger chatbot communication flow

4. Identify Possible Scenarios: A simple conversation can take many turns. There are many possible answers that the user might give to a specific question. For example, if you ask the user about the apparel they want to buy, then their possible answers can be casual, formal, semi-casual, party, beach, sports, etc. You will need to tailor the communication to suit individual answers. As soon as you start defining the conversation flow, you will notice that the communication is becoming complicated. This is where flowcharts can come in handy. You can use Google Docs drawing tools for basic flows or opt for tools like Botmock to create advanced flowcharts for different chatbot platforms.

5. Narrow Down the Choices:

As we discussed earlier, there can be many possible answers to a single question. To guide the user through the buyer’s journey, you should narrow down answers. For instance, in our earlier example, instead of asking about the kind of apparel the question could be, “What are you looking for?” Options - Casual, Formal, Semi-casual. Depending upon the choice, you can later ask for more detailed questions like size, occasion, etc. Chatbots are not as smart as humans in making conversations. Giving limited options is an effective way to avoid glitches and smoothen the conversation flow. By narrowing down the choices, you can easily avoid confusion and inappropriate responses. Do remember that giving limited options doesn’t mean that you force the user to a specific path. You should allow the users to communicate their needs precisely. By following these steps, you can easily create a chatbot for your business. If you are looking for a marketer to create a conversation flow for your chatbot, then you can get in touch. I have worked closely with this technology and could give your bot a shape that can help you engage and convert users.

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