The Path to a Chatbot Superstar: How to increase the Intention of Use

\n","tag_ids":[48256384391],"topic_ids":[48256384391],"enable_google_amp_output_override":false,"generate_json_ld_enabled":true,"post_body":"\n\n\n\n

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

\n

How to improve the affective benefit

\n

In order for a chatbot to be convincing on an affective level, there are a few points that need to be considered during development. First and foremost, the chatbot should virtually represent the best employee of the company, so to speak. The following aspects must be taken into account:

\n
    \n
  • The language of the chatbot matches the target group.
  • \n
  • The use of images, emojis and action options loosens up the conversation and makes it more inactive. This leads to a positive experience through the personal address, friendliness and closeness in the dialogue.
  • \n
  • The connection to third-party systems such as databases additionally supports the personal approach and problem solving. With an extension through Conversational AI or a connection to third-party systems, the chatbot can better understand requests and processes can be automated end-to-end.
  • \n
\n

A sympathetic chatbot is only likely to be used again if it can resolve customer concerns.

\n

How to improve the functional benefit

\n

The functional benefit can be optimized by a few simple measures:

\n
    \n
  • Regular testing and checking of the use cases with the help of the KPIs. (E.g., abandonment rate: At which point is the dialogue with the chatbot most frequently abandoned?)\"aiaibot_grafiken_30\"
  • \n
  • Obtaining and evaluating feedback, this feedback is groundbreaking for finding out what bothers customers about the dialogue and where errors exist.
  • \n
  • Connection to third-party systems not only makes it possible to address customers personally in a way that pleases them, but also supports access to important information in the customer history in order to process inquiries independently. The connection to third-party systems ensures more automation and efficient work, which is in the interest of the user but also of the organization.
  • \n
  • A well-functioning chatbot can represent the company's image in a whole new way, so it's worth exploring new areas of application.
  • \n
\n

Optimizing a chatbot is always an iterative process. There is a lot of testing, trying and seeing what works and what doesn't. With the mentioned tips in chatbot development, nothing stands in the way of your chatbot becoming a superstar among digital helpers.

\n

New call-to-action

\n
\n","post_summary":"

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

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Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

\n

How to improve the affective benefit

\n

In order for a chatbot to be convincing on an affective level, there are a few points that need to be considered during development. First and foremost, the chatbot should virtually represent the best employee of the company, so to speak. The following aspects must be taken into account:

\n
    \n
  • The language of the chatbot matches the target group.
  • \n
  • The use of images, emojis and action options loosens up the conversation and makes it more inactive. This leads to a positive experience through the personal address, friendliness and closeness in the dialogue.
  • \n
  • The connection to third-party systems such as databases additionally supports the personal approach and problem solving. With an extension through Conversational AI or a connection to third-party systems, the chatbot can better understand requests and processes can be automated end-to-end.
  • \n
\n

A sympathetic chatbot is only likely to be used again if it can resolve customer concerns.

\n

How to improve the functional benefit

\n

The functional benefit can be optimized by a few simple measures:

\n
    \n
  • Regular testing and checking of the use cases with the help of the KPIs. (E.g., abandonment rate: At which point is the dialogue with the chatbot most frequently abandoned?)\"aiaibot_grafiken_30\"
  • \n
  • Obtaining and evaluating feedback, this feedback is groundbreaking for finding out what bothers customers about the dialogue and where errors exist.
  • \n
  • Connection to third-party systems not only makes it possible to address customers personally in a way that pleases them, but also supports access to important information in the customer history in order to process inquiries independently. The connection to third-party systems ensures more automation and efficient work, which is in the interest of the user but also of the organization.
  • \n
  • A well-functioning chatbot can represent the company's image in a whole new way, so it's worth exploring new areas of application.
  • \n
\n

Optimizing a chatbot is always an iterative process. There is a lot of testing, trying and seeing what works and what doesn't. With the mentioned tips in chatbot development, nothing stands in the way of your chatbot becoming a superstar among digital helpers.

\n

New call-to-action

\n
\n","postBodyRss":"

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

\n

How to improve the affective benefit

\n

In order for a chatbot to be convincing on an affective level, there are a few points that need to be considered during development. First and foremost, the chatbot should virtually represent the best employee of the company, so to speak. The following aspects must be taken into account:

\n
    \n
  • The language of the chatbot matches the target group.
  • \n
  • The use of images, emojis and action options loosens up the conversation and makes it more inactive. This leads to a positive experience through the personal address, friendliness and closeness in the dialogue.
  • \n
  • The connection to third-party systems such as databases additionally supports the personal approach and problem solving. With an extension through Conversational AI or a connection to third-party systems, the chatbot can better understand requests and processes can be automated end-to-end.
  • \n
\n

A sympathetic chatbot is only likely to be used again if it can resolve customer concerns.

\n

How to improve the functional benefit

\n

The functional benefit can be optimized by a few simple measures:

\n
    \n
  • Regular testing and checking of the use cases with the help of the KPIs. (E.g., abandonment rate: At which point is the dialogue with the chatbot most frequently abandoned?)\"aiaibot_grafiken_30\"
  • \n
  • Obtaining and evaluating feedback, this feedback is groundbreaking for finding out what bothers customers about the dialogue and where errors exist.
  • \n
  • Connection to third-party systems not only makes it possible to address customers personally in a way that pleases them, but also supports access to important information in the customer history in order to process inquiries independently. The connection to third-party systems ensures more automation and efficient work, which is in the interest of the user but also of the organization.
  • \n
  • A well-functioning chatbot can represent the company's image in a whole new way, so it's worth exploring new areas of application.
  • \n
\n

Optimizing a chatbot is always an iterative process. There is a lot of testing, trying and seeing what works and what doesn't. With the mentioned tips in chatbot development, nothing stands in the way of your chatbot becoming a superstar among digital helpers.

\n

New call-to-action

\n","postEmailContent":"\n\n\n\n

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

\n

How to improve the affective benefit

\n

In order for a chatbot to be convincing on an affective level, there are a few points that need to be considered during development. First and foremost, the chatbot should virtually represent the best employee of the company, so to speak. The following aspects must be taken into account:

\n
    \n
  • The language of the chatbot matches the target group.
  • \n
  • The use of images, emojis and action options loosens up the conversation and makes it more inactive. This leads to a positive experience through the personal address, friendliness and closeness in the dialogue.
  • \n
  • The connection to third-party systems such as databases additionally supports the personal approach and problem solving. With an extension through Conversational AI or a connection to third-party systems, the chatbot can better understand requests and processes can be automated end-to-end.
  • \n
\n

A sympathetic chatbot is only likely to be used again if it can resolve customer concerns.

\n

How to improve the functional benefit

\n

The functional benefit can be optimized by a few simple measures:

\n
    \n
  • Regular testing and checking of the use cases with the help of the KPIs. (E.g., abandonment rate: At which point is the dialogue with the chatbot most frequently abandoned?)\"aiaibot_grafiken_30\"
  • \n
  • Obtaining and evaluating feedback, this feedback is groundbreaking for finding out what bothers customers about the dialogue and where errors exist.
  • \n
  • Connection to third-party systems not only makes it possible to address customers personally in a way that pleases them, but also supports access to important information in the customer history in order to process inquiries independently. The connection to third-party systems ensures more automation and efficient work, which is in the interest of the user but also of the organization.
  • \n
  • A well-functioning chatbot can represent the company's image in a whole new way, so it's worth exploring new areas of application.
  • \n
\n

Optimizing a chatbot is always an iterative process. There is a lot of testing, trying and seeing what works and what doesn't. With the mentioned tips in chatbot development, nothing stands in the way of your chatbot becoming a superstar among digital helpers.

\n

New call-to-action

\n
\n","postFeaturedImageIfEnabled":"","postListContent":"\n\n\n\n

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

\n

How to improve the affective benefit

\n

In order for a chatbot to be convincing on an affective level, there are a few points that need to be considered during development. First and foremost, the chatbot should virtually represent the best employee of the company, so to speak. The following aspects must be taken into account:

\n
    \n
  • The language of the chatbot matches the target group.
  • \n
  • The use of images, emojis and action options loosens up the conversation and makes it more inactive. This leads to a positive experience through the personal address, friendliness and closeness in the dialogue.
  • \n
  • The connection to third-party systems such as databases additionally supports the personal approach and problem solving. With an extension through Conversational AI or a connection to third-party systems, the chatbot can better understand requests and processes can be automated end-to-end.
  • \n
\n

A sympathetic chatbot is only likely to be used again if it can resolve customer concerns.

\n

How to improve the functional benefit

\n

The functional benefit can be optimized by a few simple measures:

\n
    \n
  • Regular testing and checking of the use cases with the help of the KPIs. (E.g., abandonment rate: At which point is the dialogue with the chatbot most frequently abandoned?)\"aiaibot_grafiken_30\"
  • \n
  • Obtaining and evaluating feedback, this feedback is groundbreaking for finding out what bothers customers about the dialogue and where errors exist.
  • \n
  • Connection to third-party systems not only makes it possible to address customers personally in a way that pleases them, but also supports access to important information in the customer history in order to process inquiries independently. The connection to third-party systems ensures more automation and efficient work, which is in the interest of the user but also of the organization.
  • \n
  • A well-functioning chatbot can represent the company's image in a whole new way, so it's worth exploring new areas of application.
  • \n
\n

Optimizing a chatbot is always an iterative process. There is a lot of testing, trying and seeing what works and what doesn't. With the mentioned tips in chatbot development, nothing stands in the way of your chatbot becoming a superstar among digital helpers.

\n

New call-to-action

\n
\n","postListSummaryFeaturedImage":"","postRssContent":"

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

\n

How to improve the affective benefit

\n

In order for a chatbot to be convincing on an affective level, there are a few points that need to be considered during development. First and foremost, the chatbot should virtually represent the best employee of the company, so to speak. The following aspects must be taken into account:

\n
    \n
  • The language of the chatbot matches the target group.
  • \n
  • The use of images, emojis and action options loosens up the conversation and makes it more inactive. This leads to a positive experience through the personal address, friendliness and closeness in the dialogue.
  • \n
  • The connection to third-party systems such as databases additionally supports the personal approach and problem solving. With an extension through Conversational AI or a connection to third-party systems, the chatbot can better understand requests and processes can be automated end-to-end.
  • \n
\n

A sympathetic chatbot is only likely to be used again if it can resolve customer concerns.

\n

How to improve the functional benefit

\n

The functional benefit can be optimized by a few simple measures:

\n
    \n
  • Regular testing and checking of the use cases with the help of the KPIs. (E.g., abandonment rate: At which point is the dialogue with the chatbot most frequently abandoned?)\"aiaibot_grafiken_30\"
  • \n
  • Obtaining and evaluating feedback, this feedback is groundbreaking for finding out what bothers customers about the dialogue and where errors exist.
  • \n
  • Connection to third-party systems not only makes it possible to address customers personally in a way that pleases them, but also supports access to important information in the customer history in order to process inquiries independently. The connection to third-party systems ensures more automation and efficient work, which is in the interest of the user but also of the organization.
  • \n
  • A well-functioning chatbot can represent the company's image in a whole new way, so it's worth exploring new areas of application.
  • \n
\n

Optimizing a chatbot is always an iterative process. There is a lot of testing, trying and seeing what works and what doesn't. With the mentioned tips in chatbot development, nothing stands in the way of your chatbot becoming a superstar among digital helpers.

\n

New call-to-action

\n","postRssSummaryFeaturedImage":"","postSummary":"

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

","postSummaryRss":"

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

","postTemplate":"generated_layouts/33334277900.html","previewImageSrc":null,"previewKey":"CrQPzQXS","previousPostFeaturedImage":"https://f.hubspotusercontent30.net/hubfs/5893787/Blog/Blog_Bank_Studien_klein.png","previousPostFeaturedImageAltText":"","previousPostName":"Digital Customer Dialogue for Banks - a Comparison of two current Studies","previousPostSlug":"en/blog/digitaler-customer-dialogue-for-banks-a-comparison-of-two-studies","processingStatus":"PUBLISHED","propertyForDynamicPageCanonicalUrl":null,"propertyForDynamicPageFeaturedImage":null,"propertyForDynamicPageMetaDescription":null,"propertyForDynamicPageSlug":null,"propertyForDynamicPageTitle":null,"publicAccessRules":[],"publicAccessRulesEnabled":false,"publishDate":1645614741000,"publishDateLocalTime":1645614741000,"publishDateLocalized":{"date":1645614741000,"format":"d.M.yyyy","language":"en"},"publishImmediately":true,"publishTimezoneOffset":null,"publishedAt":1652333812303,"publishedByEmail":null,"publishedById":25882002,"publishedByName":null,"publishedUrl":"https://www.aiaibot.com/en/blog/chatbot-superstar-how-to-increase-the-intention-of-use","resolvedDomain":"www.aiaibot.com","resolvedLanguage":null,"rssBody":"

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

\n

How to improve the affective benefit

\n

In order for a chatbot to be convincing on an affective level, there are a few points that need to be considered during development. First and foremost, the chatbot should virtually represent the best employee of the company, so to speak. The following aspects must be taken into account:

\n
    \n
  • The language of the chatbot matches the target group.
  • \n
  • The use of images, emojis and action options loosens up the conversation and makes it more inactive. This leads to a positive experience through the personal address, friendliness and closeness in the dialogue.
  • \n
  • The connection to third-party systems such as databases additionally supports the personal approach and problem solving. With an extension through Conversational AI or a connection to third-party systems, the chatbot can better understand requests and processes can be automated end-to-end.
  • \n
\n

A sympathetic chatbot is only likely to be used again if it can resolve customer concerns.

\n

How to improve the functional benefit

\n

The functional benefit can be optimized by a few simple measures:

\n
    \n
  • Regular testing and checking of the use cases with the help of the KPIs. (E.g., abandonment rate: At which point is the dialogue with the chatbot most frequently abandoned?)\"aiaibot_grafiken_30\"
  • \n
  • Obtaining and evaluating feedback, this feedback is groundbreaking for finding out what bothers customers about the dialogue and where errors exist.
  • \n
  • Connection to third-party systems not only makes it possible to address customers personally in a way that pleases them, but also supports access to important information in the customer history in order to process inquiries independently. The connection to third-party systems ensures more automation and efficient work, which is in the interest of the user but also of the organization.
  • \n
  • A well-functioning chatbot can represent the company's image in a whole new way, so it's worth exploring new areas of application.
  • \n
\n

Optimizing a chatbot is always an iterative process. There is a lot of testing, trying and seeing what works and what doesn't. With the mentioned tips in chatbot development, nothing stands in the way of your chatbot becoming a superstar among digital helpers.

\n

New call-to-action

\n","rssSummary":"

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

\n

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

\n

\"Chatbot-Performance-Matrix\"

\n

Measure chatbot performance based on usage components

\n

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

\n

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Das Team von aiaibot ist unterwegs an verschiedenen Chatbot Events anzutreffen und veranstaltet Chatbot Breakfasts für Agenturen. Triff uns und erfahre mehr über das Thema Chatbots und die aiaibot Chatbot-Software.

","tag":"module","title":"Meet us!","type":"module","widget_name":"ab19 - event list banner","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"deleted_at":1570801366190,"id":"module_156516034530496","label":"ab19 - event list banner","module_id":8882523,"name":"module_156516034530496","order":9,"smart_type":null,"type":"module"},"module_1570793873249181":{"body":{"definition_id":null,"field_types":{"blog_subtitle":"richtext","blog_title":"text"},"module_id":9631955,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog-title-and-subtitle","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab19 - blog title and subtitle","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"deleted_at":1570801366190,"id":"module_1570793873249181","label":"ab19 - blog title and subtitle","module_id":9631955,"name":"module_1570793873249181","order":11,"smart_type":null,"type":"module"},"module_157079852238250":{"body":{"definition_id":null,"field_types":{"background_image":"image","header":"text","post_author":"group","subheader":"richtext"},"module_id":9632248,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog-main-post-tile","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab19 - blog-main-post-tile","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"deleted_at":1570801366190,"id":"module_157079852238250","label":"ab19 - blog-main-post-tile","module_id":9632248,"name":"module_157079852238250","order":13,"smart_type":null,"type":"module"},"module_1570801060588183":{"body":{"background_image_desktop":{"alt":"wave-bg-feature","height":570,"src":"https://f.hubspotusercontent30.net/hubfs/5893787/clickray/aiaibot19/backgrounds/wave-bg-feature.png","width":3840},"background_image_mobile2":{"alt":"team-page-bg-mobile","height":189,"src":"https://f.hubspotusercontent30.net/hubfs/5893787/team-page-bg-mobile.png","width":320},"by":"von","created":"Veröffentlicht am","definition_id":null,"field_types":{"back_button_text":"text","background_image_desktop":"image","background_image_mobile2":"image"},"module_id":"9632366","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","socials":[{"icon":{"alt":"facebook","height":28,"max_height":28,"max_width":13,"size_type":"auto","src":"https://cdn2.hubspot.net/hubfs/5893787/facebook.svg","width":13},"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":null,"href":"","type":"EXTERNAL"}}},{"icon":{"alt":"linkedin","height":22,"max_height":22,"max_width":24,"size_type":"auto","src":"https://cdn2.hubspot.net/hubfs/5893787/Aiaibot_July2019%20Theme/Images/linkedin.svg","width":24},"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":null,"href":"","type":"EXTERNAL"}}},{"icon":{"alt":"mail","height":21,"max_height":21,"max_width":28,"size_type":"auto","src":"https://cdn2.hubspot.net/hubfs/5893787/mail.svg","width":28},"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":null,"href":"","type":"EXTERNAL"}}}],"tag":"module","type":"module","widget_name":"ab19 - blog single banner","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"id":"module_1570801060588183","name":"module_1570801060588183","order":13,"smart_type":null,"styles":{},"type":"module"},"module_1570801221814203":{"body":{"definition_id":null,"field_types":{"first_title":"richtext","row":"group"},"module_id":9632495,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog single details","per_widget_wrapper_html":"","row":[{"content":"

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

\n

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

\n

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

","title_left":"

Deine Aufgaben

"}],"smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab19 - blog single details","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"deleted_at":1574171062341,"id":"module_1570801221814203","label":"ab19 - blog single details","module_id":9632495,"name":"module_1570801221814203","order":15,"smart_type":null,"type":"module"},"module_1571049879525321":{"body":{"author_position":"","custom_author":"Dennis Pflie","definition_id":null,"field_types":{"author_position":"text","author_url":"link","custom_author":"text"},"module_id":9652466,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog single author","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab19 - blog single author","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"id":"module_1571049879525321","label":"ab19 - blog single author","module_id":9652466,"name":"module_1571049879525321","order":21,"smart_type":null,"styles":{},"type":"module"},"module_1571053087072417":{"body":{"definition_id":null,"field_types":{"form_background_image":"image","maling_form":"form","text_before_form":"richtext"},"maling_form":{"form_id":"9d24d046-6b86-49b1-8ba3-9063af1a3a26","form_type":"HUBSPOT","gotowebinar_webinar_key":null,"message":"Thanks for submitting the form.","response_type":"inline"},"module_id":9653771,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog single mailing form","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","text_before_form":"

You want to know more about Chatbots?

\n

Super easy! Just throw your email below and we will contact you as soon as possible with great insights.

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Der Chatbot ist die perfekte Ergänzung für deine Weihnachtskampagnen! In diesem Artikel zeigen wir dir, wie du den Chatbot für deine Weihnachtskommunikation nutzen kannst.

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Ob als interaktiver Adventskalender oder zur Bekanntmachung einer Weihnachtspromotion – mit dem Chatbot setzt du deine Ideen schnell und einfach in die Tat um.

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Weihnachten steht vor der Tür und somit die für viele Unternehmen umsatzstärkste Zeit des Jahres. Gerade im E-Commerce oder generell im Handel geht es mit den letzten Wochen des Jahres in die entscheidende Phase.

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Das Ziel von Unternehmen ist es dann, mit den Usern zu interagieren und mithilfe dieser Interaktion zusätzliche Leads zu generieren. Der Chatbot ist die perfekte Ergänzung für deine Weihnachtskampagnen! In diesem Artikel stellen wir dir 6 Ideen vor, wie du den Chatbot ganz einfach und erst noch gewinnbringend in deine Weihnachtskommunikation einbinden kannst.

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1. Der Weihnachtspromo-Bot

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Bietest du Produkte oder Services an, die besonders zu Weihnachten spannend sind für potenzielle Kunden oder exklusiv nur während dieser Zeit erhältlich? Oder willst du deine Angebote mit attraktiven Weihnachtsrabatten bewerben und somit deinen Verkauf ankurbeln?

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Ein Chatbot kann auf deiner Website die User direkt ansprechen und sie so auf deine Weihnachtspromotion aufmerksam machen! Während der Website-Besucher also auf deiner Website nach dem passenden Angebot sucht, bietest du via Chatbot proaktiv deinen Rabattcode oder deine Weihnachtsspecials an.

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Wenn du z.B. auf anderen Plattformen Werbeanzeigen wie Online-Banner schaltest, kannst du diese direkt auf die Landingpage mit deinem Chatbot verweisen. Er begrüsst dann deine potenziellen Kunden und bietet ihnen deine Weihnachtspromotion sympathisch und interaktiv an.

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2. Der virtuelle Geschenke-Berater

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Was schenke ich meiner Freundin und mit welchem Geschenk mache ich meinem Vater eine Freude? Jahr für Jahr zerbricht man sich den Kopf bei der Suche nach dem perfekten Präsent. Gerade wenn du einen eCommerce betreibst und darunter potenzielle Weihnachtsgeschenke anbietest, ist ein Chatbot der perfekte Geschenke-Berater für deine Website-Besucher!

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Mit einem interaktiven Frage-Antwort-Dialog kannst du den User zum passenden Geschenk und direkt bis hin zum Warenkorb lenken. Der Kunde ist glücklich über die Beratung und die Hilfe bei der Geschenkesuche und du erzielst auf diese Weise zusätzliche Verkäufe.

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3. Der interaktive Adventskalender-Bot

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Adventskalender – auch an ihnen kommt man während der Vorweihnachtszeit nicht vorbei. Eine super einfache Art und Weise, deinen Website-Besuchern täglich etwas zu bieten, ist der Adventskalender-Chatbot. Jeden Tag begrüsst er deine User mit einer anderen Geschichte, einer Promotion oder einem Wettbewerb. Deiner Kreativität sind keine Grenzen gesetzt!

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Egal, ob du jeden Tag ein anderes Angebot präsentieren oder einfach eine unterhaltsame Geschichte erzählen willst, dein User freut sich über die Überraschungen, die dein Chatbot ihm bietet und du unterscheidest dich klar von allen anderen herkömmlichen Online-Wettbewerben.

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Wenn du beispielsweise jeden Tag ein Produkt verlost, kannst du zahlreiche Kontaktadressen sammeln und diese im Nachgang als Leads bearbeiten. Die User sind eher gewillt, ihre Kontaktdaten dem sympathischen Advents-Bot anzugeben als dazu, ein klassisches Wettbewerb-Formular auszufüllen.

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4. Was-koche-ich-an-den-Festtagen-Bot

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Die Familie hat sich angemeldet und erwartet ein wahres Festessen! Doch was zauberst du auf den Tisch? Gerade für Online-Supermärkte, Foodblogs oder Lieferdienste ist der Chatbot die perfekte Ergänzung während der Festtage.

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Als Berater führt er die User mit gezielten Fragen zum passenden Rezept oder Menü. Dieser Chatbot lässt sich im Laufe des Jahres auch auf andere saisonale Spezialitäten und Gerichte anpassen.

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5. Weihnachts-Brand Chatbot

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Auch wenn für dich keine der genannten Weihnachtsideen infrage kommt, kannst du deinen Chatbot während der Feiertage in ein zur Saison passendes Kleid stecken. Setze deinem Bot z.B. eine Nikolausmütze auf oder dekoriere ihn mit einem Bart. So wird er direkt zum Hingucker und weckt bei deinen Website-Besuchern das Interesse für den festlichen Chatbot.

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Auch kannst du deine Anrede oder deine Grussformel saisonal anpassen und deinem Besucher frohe Festtage und einen guten Rutsch wünschen. So oder so ist der gebrandete Weihnachts-Chatbot einfach sympathisch und zahlt somit auf dein Unternehmensimage ein.

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CTA-Christmas_Registration

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6. Betriebsferien-Chatbot

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Auch wenn du in den Betriebsferien bist und nicht die Möglichkeit hast, innert kurzer Frist zu antworten, kann ein Chatbot deine Ferienvertretung übernehmen und Tag und Nacht für dich die Stellung halten.

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Der Chatbot kann während deiner Abwesenheit potenzielle Kunden beraten, Termine vereinbaren und Kontaktdaten sammeln. Kommst du dann aus den Weihnachtsferien zurück, erwartet dich eine zweite Bescherung an potenziellen Neukunden!

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Viele KMUs oder Agenturen nutzen die Zeit über Weihnachten und Neujahr, um eine kleine Pause einzulegen. Viele Kunden oder Lieferanten sind während dieser Zeit ebenfalls in den Weihnachtsferien oder haben zumindest die Produktion reduziert. Dennoch nutzen potenzielle Kunden die ruhigen Tage zur Online-Recherche und gelangen auf deine Website.

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Das sind 6 Ideen, wie du den Chatbot als saisonalen digitalen Kontaktkanal einsetzen kannst. Starte noch heute mit deinem Chatbot – die Erstellung und Integration in deine Website sind super einfach.

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Innert weniger Stunden ist dein Weihnachts-Bot live!

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insights · Veröffentlicht am 23.2.2022

Unfortunately, despite progressive technological development, there are still many negative examples of chatbots. In these cases, the bot often fails to completely answer questions presented to it, or it gives incorrect answers or no answers at all.

We call these less mature chatbots «beginner» bots. To find out what distinguishes a beginner bot from a good or even a superstar bot, we first need to find out what exactly makes a mature chatbot that offers positive customer experiences. This is one of the questions we took a closer look at in the Chatbot Study 2021 (Chatbot-Studie 2021), which we conducted together with the Zurich University of Applied Sciences (ZHAW).

Chatbot-Performance-Matrix

Measure chatbot performance based on usage components

A beginner bot is characterized by a low level of affective and functional utility. Such bots are neither used with pleasure nor do they manage to solve customer concerns in a target-oriented and conclusive manner. To create a chatbot with high usage intent, both emotionality and functionality are needed. Both are necessary, because an intelligent combination of these two components is the key to a much-used bot with added value that contributes to business success.

The functional benefit is the practical component that states the extent to which the intention that the users pursue when chatting with the bot is implemented satisfactorily by the chatbot. Are questions answered, queries completed, and orders satisfactorily processed?

The degree of the emotional or affective component shows how strong the positive emotions are that the chatbot triggers in the user. Is the interaction with the chatbot perceived as interesting, amusing, and friendly? If the affective component is present, the conversation with a chatbot is fun and users like to use the chatbot repeatedly.

Considering these two components separately makes little sense. If both components, i.e., both the functional and the affective benefits, are rated as high, there is a significant positive interaction effect. But how exactly does one achieve this?

How to improve the affective benefit

In order for a chatbot to be convincing on an affective level, there are a few points that need to be considered during development. First and foremost, the chatbot should virtually represent the best employee of the company, so to speak. The following aspects must be taken into account:

  • The language of the chatbot matches the target group.
  • The use of images, emojis and action options loosens up the conversation and makes it more inactive. This leads to a positive experience through the personal address, friendliness and closeness in the dialogue.
  • The connection to third-party systems such as databases additionally supports the personal approach and problem solving. With an extension through Conversational AI or a connection to third-party systems, the chatbot can better understand requests and processes can be automated end-to-end.

A sympathetic chatbot is only likely to be used again if it can resolve customer concerns.

How to improve the functional benefit

The functional benefit can be optimized by a few simple measures:

  • Regular testing and checking of the use cases with the help of the KPIs. (E.g., abandonment rate: At which point is the dialogue with the chatbot most frequently abandoned?)aiaibot_grafiken_30
  • Obtaining and evaluating feedback, this feedback is groundbreaking for finding out what bothers customers about the dialogue and where errors exist.
  • Connection to third-party systems not only makes it possible to address customers personally in a way that pleases them, but also supports access to important information in the customer history in order to process inquiries independently. The connection to third-party systems ensures more automation and efficient work, which is in the interest of the user but also of the organization.
  • A well-functioning chatbot can represent the company's image in a whole new way, so it's worth exploring new areas of application.

Optimizing a chatbot is always an iterative process. There is a lot of testing, trying and seeing what works and what doesn't. With the mentioned tips in chatbot development, nothing stands in the way of your chatbot becoming a superstar among digital helpers.

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