How to Write a Chatbot Script in 2021[Beginner’s Guide]
The chatbot industry experiences a consistent growth of 26% every year. Businesses are adopting chatbots for various business processes every day. Creating a chatbot is easy with advanced no-code development tools like Appy Pie Chatbot.
Appy Pie Chatbot and other no-code development tools help you make chatbots with zero coding and a drag n drop interface. While it is easy to design and create a chatbot, writing a script for its botflow can often pose a challenge for businesses.
Chatbots are conversational tools for a business. They work by ‘talking’ to your customers/clients/visitors and either provide them support or turn them into leads.
To be able to do that, they must be good at conversation and must be able to present their points convincingly. Your chatbot should be able to help your visitors by conversing with them. A chatbot script helps achieve this. Chatbot scripts are the content that help chatbots ‘talk’ to the users.
Since each business is different, there is no bog-standard conversational UI or script for a chatbot. Depending on the type of business and brand the chatbot is supposed to represent, the chatbot script can differ.
In our guide, we will teach you to create your own unique chatbot script. However, before we go into that, here’s an infographic!
How to Create a Chatbot Script?
Here’s everything this guide will cover:
- Creating a personality
- Jargon and terminology
- Dialogue form content
- Streamlining dialogue
- Testing the chatbot script
Creating a Personality
A chatbot is supposed to be an alternative to live chat. Your chatbot is supposed to achieve its goals with the help of human-like simulated communication. It must literally ‘talk’ to the user as if it is a human being itself. This is why you must create a personality for your chatbot.
The personality of the chatbot depends on the audience it is supposed to target. Some prefer creating a sophisticated and professional bot that converses in a passive voice whereas others prefer a chatbot that talks in an active voice. The goal is to create a personality for your bot that endears it to the user.
Active voice is always the preferred form for a chatbot. The tone of your chatbot must be decided by your brand. How your brand markets itself can go a long way in determining the personality of your chatbot and thereby, the conversational flow of your chatbot. The personality of your chatbot will be responsible for its popularity with users.
Jargon and Terminology
Jargons and terminologies for your chatbot will differ based on the industry you are involved in. Your chatbot must use industry jargon in its conversation where necessary. The use of appropriate jargon helps build credibility for your bot. For example, a health chatbot that diagnoses their symptoms like a doctor does will be more popular. The executives and developers within the business know the best about all necessary terminologies related to the business. Let them contribute to the creation of the chatbot.
Think of writing your chatbot script like a dialogue exchange. You must create a dialogue flow for your chatbot script. For example, we’ve given a chatbot script template below that shows how a chatbot conversation should go. BOB is our chatbot in this scenario:
BOB(chatbot): Hey there, Brenda! How are you?
Brenda(human user): I’m doing great!
BOB(chatbot): That is good to hear! So there’s something new that I think you’d be excited for! Would you like to know?
Brenda(human user): Yes, Bob.
BOB(chatbot): That is great! So we have an upcoming Webinar on chatbot scripts going live next week! Should I sign you up for this? I’ll send you the details by email.
The bot-flow given above is an example of how your chatbot conversation should be. If you look closely, you will notice that BOB (the chatbot)talks like a normal person. Essentially, BOB is simply relaying a preset conversation flow.
However, the conversational flow is written like natural dialogue. Similarly, your chatbot’s entire script should be portrayed like a dialogue exchange. Your dialogue flow should roughly resemble the dialog flow of a story.
If you create your chatbot with Appy Pie’s Chatbot, the software will create a preset chatbot script template for you. Check it out!
In the example given above, you will notice how the chatbot BOB refers to the visitor by name. This kind of personalization is a great way to retain visitors on your website. However, don’t overdo it. Use people’s names occasionally, and personalize with a little style.
After you’ve created a personality for your chatbot and written a chatbot script, the next step involves the simplification of dialogues you used . You have to reanalyze all the dialogues in your script to ensure that they make coherent sense together. There are few things that can help you simplify and streamline your chatbot’s dialogue.
Here’s a quick guide to streamlining your chatbot script:
- Draw your chatbot script onto a flowchart: Take all the dialogues you have written and map it out on a flowchart. This helps you find and remove discrepancies and inappropriate lines from your chatbot script. It also helps visualize your bot’s flow.
- Ensure that your goal is met: Your chatbot has probably been created with a goal in mind. Your script should ensure that that goal has been met. If it hasn’t it’s time to go back and rewrite it. Only move forward if your initial goal is met.
- Polish your dialogue: Recheck your dialogue and polish your language, sentence formation, and punctuation.
- Simplify: Redo dialogues that are too long. Make the communication clear and simple. Don’t ask too many questions. Ensure that it is the simplest chatbot you can create.
Testing the chatbot script
Once you have created a chatbot script, it is time to test it. The best way to test your chatbot is to deploy it within your organization. Do an internal testing first. Once you and your organization believe in the chatbot you have created, launch your chatbot as a beta version. You can also launch this new scripted chatbot on Facebook to test its effectiveness.
Be sure to request for user feedback on the chatbot script you have created. This might help you improve your chatbot and iron out its problems and shortcomings. Also try out Appy Pie chatbot. It can help you create some amazing chatbot without much effort.