In addition to helping automate customer support, one of the goals of virtual assistants is to mimic a human conversation.
Increasingly more users value immediate service and the possibility of solving their issues anytime and anywhere. Therefore it is crucial that they have good interaction with virtual assistants.
That said, having an engaging script and the least robotic possible is essential.
Scripts are often associated with theater plays or movies; they are texts containing all the dialogues and actions that the actors will perform.
In general, as it is a document with guidelines to be followed, it can be used in other situations, in this case, by virtual assistants. Namely, a script for virtual assistants contains (or should contain) all possible interactions between the chatbot and the user, from the beginning to the end of the conversation.
For a virtual assistant to provide the best possible user experience, it’s essential to have Artificial Intelligence and a good script.
The first point allows the chatbot to communicate efficiently with users. With the help of NLP (Natural Language Processing) and Machine Learning technologies, these conversational systems can understand requests and react accordingly.
The second point ensures that you provide effective value to your customers and the success of your chatbot.
To have a good script, follow the tips we have for you.
- Set up the dialogue tree
To ensure that your chatbot offers value to your customers, you must include all questions they may have about your product/service in its knowledge base.
The possible questions and their corresponding answers should be entered in your conversational flow (dialogue tree). That is, into how the information is presented to the user.
Imagine you’re part of a banking institution, and the most frequent questions from your customers are related to service payments, transfers, and credit acquisitions.
In this case, the best option would be to show the information about these three cases right at the very beginning of the conversational flow. However, you should assure the remaining customers that they can ask about any other subject. In this way, you ensure that all your customers can get an answer, those who look for the most demanded information and those who want to discuss other topics.
- Keep it short
The main reason users talk to brands’ virtual assistants is the immediacy of the answers. So take that into consideration.
Don’t overdo the answers. Give preference to short texts but with the necessary content for the customer to be oriented.
Too long messages make customers read the information diagonally. This is not beneficial for them, nor you, because if they don’t solve their questions through the chatbot, they will use another contact channel. And that is not ideal.
Still, if you have to write about more complex topics, divide them by sub-topics. On the one hand, it’s easier to process the information. On the other hand, if they’re only interested in one sub-topic, they can choose to read only about it.
- Add personality to your virtual assistant
Just as the friendliness of a person who answers the phone can influence our conversation, the same happens when we talk via Chat.
In this case, we interact with a robot, not a person. However, the logic is the same.
One challenge of talking via instant messaging is that the person on the other end may read the message we send with a tone that isn’t what we want to express.
For this reason, it’s vital to give personality to your virtual assistant and always keep a friendly tone in the conversation.
Use emojis, punctuation marks, or even GIFs and images that help convey the feeling of your virtual assistant.
Another good option to give personality to your chatbot is to include small talk interactions and have your chatbot mention some more mundane topics.
Always pay attention to the characteristics and interests of your target audience to set the tone and maximize success.
- Present your chatbot
Just as when you meet a new person and both parties introduce themselves, do the same with your virtual assistant.
In the beginning, tell your users to whom they are talking. If your chatbot has a name, state it. Don’t hide that they’re talking to a bot.
Also, ask to whom the chatbot is addressing. This way, you can use the name of the person in question throughout the conversation and humanize the interaction even more.
- Customize according to the user’s profile and make suggestions
Using the customer’s name during the interaction is a great way to personalize a conversation. You can also draw on other user data and direct them to questions that might interest them specifically.
Imagine you have an insurance company with a running promotion that benefits anyone between 25 and 30 years old that takes a car insurance simulation.
With the information you collect with your virtual assistant, you can easily recognize who these users are and refer them directly to that campaign.
- Offer a hybrid service with human support
Virtual assistants are an excellent tool for Customer Support automation. However, sometimes they may need help understanding what the user wants, or simply the topic they want to address is too advanced or complex for a chatbot.
In such cases, have human assistants available via Live Chat. Then, you can help your customers and prospects solve questions and issues in real-time without making them use another contact channel.
At Visor.ai, you can build the perfect script and virtual assistant for your company in a single platform.
Through simple and intuitive tools that don’t require technical expertise, you can set up all the components of your chatbot: from its looks and personality to the knowledge base (user questions and answers). And you can also include small talk interactions, which will make your conversations much more dynamic.
Additionally, this platform can integrate with the systems you already use in your company, allowing the automation of repetitive tasks, such as producing certain documents with no human intervention, among other possibilities.
To make your next virtual assistant a reality in record time and with an ROI that will surprise you, contact us and experience the future of intelligent interactions!