7 major mistakes when creating a chatbot
UXdesign bloggers presented seven major mistakes that developers make when designing chatbots.
UX design experts note that despite bots popularity they are not so smart and functional yet. In particular, the majority of chatbots are working based on templates, which cover only a small number of scenarios. Some do not understand users, forget the information they receive or just get plainly annoying.
So here are 7 mistakes in the development of bots:
1. Limited intellectual abilities
Unfortunately, today only few bots are being developed using artificial intelligence systems. The rest are working based on a pre-programmed scenario – a certain answer is selected depending on the keywords. If users do not use keyword, the bot cannot understand them. Thus, bot’s intellectual abilities are limited by the developer's experience and capabilities.
2. Designing useless bots
Chatbots should be useful for users. If not, they just waste time and get annoying. Unfortunately, many companies just follow the trend and create low-quality bots to entertain customers. As an example, the digital conversation partner Dadbot, which cracks “dad-style” jokes.
3. Lack of transparency
Not all bots present themselves, that’s why users may think that they communicate with an operator. So, when bot makes mistakes or does not understand what users want, it brings annoyance. If clients understand that they are talking to the machine, they become more loyal to the bot.
4. Ignoring context
Chatbots without a certain artificial intelligence technology are not able to analyze the context. Therefore, they cannot remember the information they just received and ask many unnecessary and inappropriate questions.
5. Isolation from the ecosystem
If a bot is created from scratch, it works outside the ecosystem with which it is expected to interact. For example, a bot for making appointments in spa has to be integrated into already existing system.
Developers often try to make multifunctional programs forgetting about a simple thing – it is better to create a bot that performs one task well than a bot that performs several tasks bad.
7. Inability to switch to operator
Usually, when a chatbot does not understand users or cannot solve their problems, the program links them to the operator. However, this option is not always available. As a result, the client does not receive an answer and has to seek direct contacts with the company.
UXdesign experts advise developers to consider carefully all aspects during chatbots development and create them only in case they are relevant and helpful to users.