How to Build a Chatbot - All You Need to Know

How to Build a Chatbot - All You Need to Know

How to Build a Chatbot - All You Need to Know. Michael Larsen, Head of Customer Success & Academy at BotXO.ai, takes us through the essential steps of building a chatbot.

Michael Larsen, Head of Customer Success & Academy at BotXO.ai, takes us through the essential steps of building a chatbot. A chatbot project should be easy to carry out, easy to maintain and edit, and bring results pretty quickly. It should meet the needs of the business and potential problems to solve, proper flow and content, and integrations.

To build a chatbot, you shouldn’t need any coding skills. There are many chatbot-building platforms that you can use to develop your bot.

However, there are a few aspects that we usually discuss with customers before starting the process of building their bots. The three main elements that we focus on are the needs of the business and potential problems to solve, proper flow and content, and finally, the integrations.

Choose a Chatbot Suitable for Your Organization

The first questions I ask new customers are:

  • “Why do you need a chatbot and how can this chatbot solve your problems or bring value to your organization?”,
  • “What answers your customers are looking for?”,
  • “Are there any repetitive questions that your customer service receives regularly?”

From experience, I can say that many questions are repetitive, and most of them can have straightforward answers. If a chatbot is built for the wrong purpose, it won’t benefit your users. Having a clear plan for a chatbot will make it functional and useful for our audience. Accordingly, knowing what you need will define the whole design.

I always advise identifying the top 5 categories and 5 sub-categories of questions. These will cover most of the questions asked.

Using historical data to get information can be very useful. However, I bet that every customer service manager or customer agent could wake up in the middle of the night and recite the most asked questions and could give a standard answer to those questions too.

Chatbots for customer service or e-commerce or internal services like HR or IT-support is a very common solution, but they can be built for any kind of organization or project. As in mentioned cases, a chatbot needs a specific purpose to be useful.

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