Having processed greater than 20 billion chat messages over the previous 12 months at Dashbot, my staff determined to try the highest messages customers ship to Facebook chatbots. Here’s an summary of our findings.
Common openers and closers
“Hi” continues to be the highest message despatched to bots. It is smart. Much like with conventional dialog, “hello,” “howdy,” and “hey” are frequent dialog starters.
“Thanks” and “cease” proceed to be within the high 10 inputs as effectively.
The great thing about conversational interfaces is that customers will inform you what they need out of your bot, and what they consider it afterward. Messages like “thanks” are indications of a optimistic expertise with the bot. “Stop” is a reminder that as bot builders, we must be conscious of our customers’ preferences and watch out of the frequency of broadcast messaging.
As we talked about in earlier posts, it’s vital so as to add assist for “cease.” Honoring the person’s request will be the distinction between retaining a person and incomes a spot on their record of blocked accounts. For instance, we have now a buyer who initially didn’t assist any cease performance. They paid to accumulate customers who finally blocked them, they usually must pay to reacquire them. Adding a mute performance enabled them to retain the person and keep away from this vicious cycle.
Bots are worldwide
As we examined earlier than, customers aren’t simply speaking in English — bot customers are worldwide. They’re not simply saying hello and howdy, however ciao, bonjour, 你好, and привет. And along with thanks, they are saying merci, gracias, and 謝謝.
The high ten commonest languages despatched to Facebook chatbots throughout December have been English, French, Spanish, Portuguese, German, Arabic, Italian, Russian, Chinese, and Polish.
It’s vital to take a look at your analytics and see the place your customers are coming from to get an concept of what languages they communicate to offer a greater person expertise.
Say it with photographs
Users aren’t simply speaking with phrases — they use stickers, emoticons, photographs, audio, video, and extra. We took a have a look at the commonest stickers Facebook bots obtained over the previous 12 months.
Thumbs up continues to be the commonest sticker. Smiling faces, laughing, and love-struck eyes are fairly frequent as effectively.
The stickers aren’t simply photographs. They’re one other method to talk emotions and responses.
It’s vital to watch the sorts of stickers customers are sending to bots and ideally add assist to deal with them. We had one buyer whose bot broke each time it obtained the thumbs up sticker. This was clearly a difficulty, because the thumbs up sticker is the commonest sticker bots obtain. Apparently, they weren’t anticipating customers to speak on this approach. They acknowledged this concern and added assist for stickers to enhance the general person expertise.
We additionally checked out the commonest stickers primarily based on customers’ languages over the month of December.
The thumbs up remains to be the commonest throughout languages. While the varied smiling, laughing, and unhappy faces are additionally fairly frequent, it’s attention-grabbing to see the opposite stickers like Pusheen cats, canines, and different characters on this combine as effectively.
2018 guarantees to be one other large 12 months for chatbot innovation. It might be attention-grabbing to see how customers work together with bots this 12 months compared to final as customers will inevitably change into extra accustomed to interacting with bots over time.
Arte Merritt is the CEO and cofounder of Dashbot, a bot analytics platform for Facebook, Alexa, Google Home, Slack, Twitter, Kik, and different conversational interfaces.
This article sources info from VentureBeat