Leale Solutions Chatbot Vision
A bot is a program or application that performs an automated task. The automated task that we want our bots to perform depends on context and intent. For business, which will be our focus, we want to automate conversions. Each business defines conversions differently. A business may have multiple conversion types. We define a conversion as “making or helping a customer or client perform a beneficial task correctly”. A simple business example would be a bot that directs a user to fill out a contact us form to discuss their business project (hopefully bot development ). For other businesses, a bot conversion might be a one tap click to purchase something from their online store. For others, a bot conversion might be to help a user find a new feature in their mobile app. It all depends on context and intent.
As a leader in Enterprise software application development
We at Leale Solutions have created many solutions that walk end users through complicated workflows via intuitive user-friendly interfaces. We call these wizards. Just like in the “old” windows desktop application installation days. Use the wizard to install or uninstall an app. Remember those? Our “wizards” take a step by step approach to guide the user through all of the necessary steps and to provide all of the necessary items (data) required to perform the intended task. We call this a conversion. The goal of a chatbot is to create conversions on a smaller scale. The interaction between chatbot and user is a micro-interaction. These are very important because these are the future of computing. Many conversions from many small workflows equal task success, if designed correctly. To ensure that we have designed our bots correctly, we use our own protocol for chatbot success leveraging the HEART Framework / GSM model that is used in mobile and by extension web user experience and interfaces.
Conversions using a chatbot are often much easier than in web or mobile computing. This is easier for bots because the customer or client has already opted-in; meaning, they have found the bot and have asked for interaction. We explain some “Opted-In” examples below.
Examples of implementation – ONBOARDING
We recently created a web and mobile bot for an online dating platform. We implemented the onboarding chatbot to be used the first time a user opens the app. We use this chatbot to collect important user data. In this example, we guide the user through 4 questions needed to help them find their lifelong love AKA their search criteria. We prompt them with questions and have them single tap or click the response button required to answer the question. Answers are static and you must select an entry to continue. There is no freeform text.
We prompt them with:
⦁ Are you male or female? Give them selections of male or female
⦁ Are you looking for a male or female? Give them selections of male, female or both
⦁ Age range? Give them multiple buttons to choose from (18-30),(31-44),(45 to 60), (60+)
⦁ Ethnicity? Give them choices (Black,White,Asian,Latin, don’t care, all of the above…)
We then record this information in their profile to be used as default search criteria whenever any search is performed. Our implementation was for web and mobile.
RAF AKA Refer-A-Friend
What if you want to show your users the way, but not make it mandatory? In another example, we used a bot to alert users to a new “in app” feature we created named Refer-A-Friend or RAF. There are times when the bot should not make you follow the steps but rather ask “Hey, there is a cool feature called RAF that you can use to tell your friends about the cool app! Would you like to see an example? Want us to walk you through it the first time?” We then prompted them with yes or no selection buttons. No takes them back to an “in app” landing page. Yes, shows them a video on navigating to the RAF page, selecting a contact and finishing the workflow. With a “Congrats message at the end”. This example was implemented for a mobile app but this could be implemented for a web app, mobile app, or even another bot!
Some bots are perfect for a reminder that they are here to help us. We call these daily poke chatbots. Many of these are masterful in their simplicity and they drive home the R in HEART Framework. R standing for retention. How do you get users to consistently interact? Alert them daily to let them know the chatbot is still here and still cares. My favorite is Poncho.
Poncho is a weather delivery bot. Every day at 800am I receive a messenger notification of the weather forecast with an image and some humor. It also contains buttons on a carousel of the most used commands it supports.
From Image #1, you can see that it lives in the messenger app. You can see in image 2 and 3 that there is a daily notification and a carousel of command button across the bottom and in image 4 you can see an image returned when “5-day forecast” button is clicked. There is also humor and witty comments.
One tap conversions – Meditate Bot
Again, chatbots and usage is all predicated on context and intent. We boil this down to defining a conversion. Another bot that we love for its tenacity is Meditate bot. Meditate bot sends messages daily reminding users to meditate and stay calm. In image #1 you can see that the “meditate” microinteraction button was tapped the bot is about to begin a meditation session. However, this is where it gets “sneaky”. The microinteraction conversion is designed for a financial transaction. In image 2 you can see that the bot wants to introduce me to a bracelet that will remind me to meditate every time I look at it on my wrist. Pretty clever huh? This is a great idea for people that meditate and a GREAT sales technique. Remember, I am already interested in meditation because I opted to have their bot send me reminders every day. As seen in image 3 and 4, click here to buy and click here to shop for other items from our store. Again, context and intent.
Remember, a bot is a program or application that performs an automated task. We define the task. If you are unsure of the task needed or how to define chatbot friendly conversions for business, contact us now and we can help. We are here every step of the way.