1) Customized greetings that address users by name can create a positive first impression. 2) Using smileys appropriately keeps conversations engaging but overusing them can backfire. 3) Anticipating common user requests like account statements and addressing them proactively improves the customer experience.

1. Yellow Messenger
Simple ways to improve Customer
Experience in Enterprise Chatbots

2. Importance of Technology in Customer Service
“Customer is the King” quote is the buzzword in business
world. Now biggest question is “How to provide exceptional
customer service in ever changing customer expectations?”
Can Technology Help?
Giving the customer a best experience through your
enterprise chatbot is not very difficult. Here are simple things
that matter.

4. Customized Greetings
A personalised greeting message will have a very good first
impact. Just a first name would do. While it is very simple to
get the first name of the user, based on the profile information
available(Facebook Bots, Bots deployed on the portal of the
enterprise), the impact can be HUGE. You can also use the
cookie information of the website wherever available. In the
worst case, you can always welcome back the returning user
with his name.

5. Look at the difference! Okay, now you have
become his Pal.

6. Usage of Smileys
Use smileys wherever possible. The modern age products
are designed for millennials, and their language should be the
chatbot’s language. Smileys will bring a personal touch to the
conversation, and keeps the conversation engaging. But
overdoing it can create an adverse impact as well.

7. Kent’s Neha has just nailed the subtle usage of
smileys throughout the conversation.

8. Most of the users come to the chatbot for almost the same
thing again and again. Those patterns can be easily obtained
by studying the insights of last 2–3 months. For example,
every customer care agent would know that most of the calls
he gets during may-june is going to be request of his IT
certificate. This can be educated to the chatbot as well. Next,
is tailor-fitting that experience to specific customer.
Anticipating the User Behaviour

9. If the user keeps coming to the bot every month end to collect
his account statement, why not ask him straight away
whether he has come for that, before asking him to choose
from various options? This is like you walk in to your favourite
tea shop, and you get a strong ginger tea on your table,
without you ordering it.

10. Greetings are a way to establish a good first impression. We
can also use it as a chance to make the user feel that the bot
is intelligent. Things as simple as following will do.
1. Greeting according to timezone
2. Wishing upcoming festival/event
3. Wishing on his birthday
Personal Greetings

11. The introduction of the chatbot should indicate to the user the
following things:
1. Scope of the chatbot(What to expect from the chatbot)
2. Brand’s persona
3. Chatbot’s hotness
Introducing the Chatbots

12. The introduction of Tresemme India’s facebook chatbot is well establishing the chatbot’s
functionality: Hair Expert. It also provides the categories to choose from.

13. A good introduction should automatically take the user into
the chatbot flow. It can be done using buttons, just like how
the above example did, or it can be purely using the Natural
language itself. Below is another good example of the same.

14. Bajaj Allianz BOING Travel Assistant, lets the user start conversing in natural language, and
encourages free text, which is very essential in knowing users’ intentions.

15. There should be lot of new things, even for repeated users. If
the chatbot is successful, there is going to be repeated users,
using the chatbot. To impress the new users, and give them
better experience, there should be lot of randomisation of
messages. Just like Siri giving different responses for the
same question. While it is not very much rewarding for that
much of randomisation for an enterprise chatbot, some
noticeable things would do.
Randomisation of Responses

16. The bot did not understand what the user typed. But it responded with variety of responses. This is
just a simple way of adding a human touch.

17. User, at times may drop without knowing what to respond for
specific question, or may break the flow with some
unexpected input. Since the input-box is mostly used by the
users, like a search bar. They can type whatever they want,
and is very much capable of breaking the chatbot. It is safe to
give options for the user to choose from, in order to keep
him/her in the flow. This can also be used as a quick fill.
Give Intelligent Suggestions

18. Bajaj Finserv’s BLU suggests the user to select the phone number, based on his previous
entries.User may choose this, or enter another number using the text box.

19. Content is the key element in designing the Conversational
UX. There are few more elements, that can enhance the User
Experience of your Chatbot. Lets discuss that in the next part.
Boost NPS, Revenew Growth and Customer Experience with
world’s largest conversational artificial intelligence channel
for customer engagement, Yellow Messenger.