White Label Chatbots - The Terminology
by Alex Morgan
Feel comfortable selling chatbots.
The world of chatbots is much like when Columbus landed in the Americas – quite new, unusual and yet to be fully understood.
As with any tech industry, there’s loads of baffling terms and phrases that can confound the average person. If you’re hoping to resell chatbots you need to feel confident about what you’re offering.
The aim of this podcast is to look at the key phrases that are mentioned within our reseller’s handbook and explain what those words mean in more detail – so you can feel and sound like a chatbot pro!
As you have probably guessed, the welcome message is often the first thing people see when they open a chatbot. Much like a home page or landing page on a website, a welcome message works as a key initial attention grabber for the user.
When we build a welcome message we aim for it to work as a signpost. After the obligatory hello we use buttons to signpost people to the key things they can do with this chatbot. If you look at our Salonius demo chatbot it starts by saying you can either book an appointment, find out more about the treatments or get in touch. Those are the key things you can do with this chatbot, so let’s make it clear what the parameters are from the outset.
If you look at Salonius you will also meet Maria, our fictional salon’s fictional customer relations manager. As artificial as a bot may be, it is still run by a human, so let’s help them put a face to the person who’s helping them or will be helping them if they physically attend the business.
A welcome message is a massive advert for the bot and the business. It sets the tone for the business and sets out the parameters of the bot.
Quite a lot of what you get in a chatbot can be compared to a website experience. Realistically chatbots will replace websites in the next decade.
The main menu in a chatbot works the same as a menu on a website. It allows the user to see the choices they have and the things the business does. It makes it even easier for the user to find what they’re looking for and, much like the welcome message, it sets out the parameters for what the bot can do.
To access the menu on the Messenger app you swipe up from the bottom and on desktop, you press the hamburger menu (three lines) in the bottom corner of the chatbot.
The menu is quite self-explanatory – it’s a menu!
How do people know you have a chatbot? If they come to a business via it’s Facebook page they can press ‘Send message’ and access the menu. If they come via the website they need to know you have a powerful alternative to helping them.
With a Messenger chatbot, you can easily integrate the bot onto the business’ website. If you’re reading this blog on our website you should spot the Messenger bubble in the bottom right corner.
When the user opens the chatbot on the website they start with the welcome message – another reason why it’s so important!
By placing the bot on the website it can help frustrated customers find exactly what they are looking for. It also helps reduce the number of phone calls or emails you’ll get from people who want to ask when you’re open or other simple (whispers *mundane*) questions.
Not all businesses use a booking system, but many more could if they felt they could afford to. Online booking systems can be incredibly expensive and hard to operate.
With a Pro or Premium chatbot package, a business can get access to a lightweight, but very powerful bot booking system.
From restaurants to hair salons, from accountants to plumbers, many industries can now use a bot to take bookings and easily allow their clients to book their services.
Our chatbot booking works with Calendly. We set up a Calendly account for each client and build an online booking system for them. This Calendly account can be integrated into their website but works best with the bot.
All the bot needs to do is gather the name, phone number and email address of the user and take them over to the booking page, all within the bot. Once the user books they can make payments for appointments and be sent email and bot reminders of their appointment.
Booking within a bot is the easiest booking experience. Once the user has done it once their personal details are stored and it makes booking again even easier.
Calendly is so straightforward to use. It’s low cost (paid for as part of the Pro and Premium package fee) and really easy for any business to use.
Booking just got easier!
Do you remember when people started selling their products on websites? It seemed mad that you could sit at your computer and buy a pair of jeans.
eCommerce has got even more amazing because you can buy and sell both physical and digital items directly from within a chatbot.
A business can list any item they sell. They provide a description and set a price and the customers pay for it – just like on a website.
I mentioned in the section about main menus that chatbots will replace websites in time. eCommerce shows you exactly why. You can easily scroll through items and even filter products by clicking on the menu or buttons and see exactly what you want.
If a Premium bot is used as well, the user can just say I want blue jeans size XL and the bot will help them find exactly what they are looking for. Using AI to buy jeans – amazing!
I briefly touched on AI at the end of the last section. With a Premium package, the business gets access to conversational AI.
With the Starter and Pro package, the user has to make use of the main menu and the buttons on screen to navigate through the chatbot.
Conversational AI uses Google’s machine learning to understand what you type and help answer questions and direct you to what you’re looking for.
With conversational AI, we connect the bots to Dialogflow – Google’s machine learning system for chatbots. Suddenly, we can train our bot by offering it common questions a user might have and what the perfect response it. The great part is that it learns from your training. So if you tell it you’re open every day, including Monday, when a user asks if you’re open Tuesday it will understand and relate that question to its training and know the correct answer.
Much like employing a new receptionist, the AI bot does need training and ongoing support so it can do its job effectively. As part of the advanced support a Premium bot receives is the ongoing bot training.
Once a bot is live to the public all sorts of weird and wonderful questions will be asked – ones that could never be anticipated. As part of the ongoing training, we will retrain the bot every time it’s tripped up by an unusual request. The older the bot, the smarter it gets!
Conversational AI really offers the most advanced and wonderful chatbot for any business. It truly opens a business 24/7 and makes business-customer communication as fluid as possible.
If you want to become a reseller you need to feel confident about what you’re reselling when talking at clients.
Hopefully, our handbook and this blog and our others will help you feel more confident about the key phrases and terminology that comes with the weird and wonderful world of chatbots!
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