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Have you ever wondered how chatbots can understand intents in sentences and give the right answers to users? The answer is, behind every chatbot, there is one person, or a group of people called the bot script designer. These people are tasked with training bots for chatbot to understand user intent and be able to communicate with people.
Here are 3 main steps to create a chatbot in the script designer workflow:
Step 1: Find out what the user is saying
Understanding what users need is the most important step if you want your chatbot to work effectively.
Any conversation is an interaction from both sides, the listener understanding the speaker. Communication between people and chatbot is no exception. In order for the conversation to flow smoothly, the chatbot must be able to understand the meaning of the sentence and respond by giving corresponding answers. An intelligent chatbot can understand the user information provided by integrating NLP (Natural Language Processing) and Machine Learning (Machine Learning) technology.
NLP technology helps chatbots to analyze and explain natural language. However, even if NLP technology is capable of performing semantic, syntactic, phonetic and morphological analyzes in a user’s sentence, meeting customer requirements is not a simple task. Because human language is very complicated. It depends heavily on context. A request can be expressed in various ways.
Therefore, script designers must work as linguists. They must have the flexibility to use sentences, and to have a logical thinking about how the conversation might take place to create appropriate script flows. The script designer always tries to analyze and create different script flows for each problem the user needs to solve.
One of the ways to help chatbot quickly answer customers’ common questions is to set up QnA questions. The QnA feature allows you to create a knowledge base from a system of frequently asked questions (FAQs), a product manual, etc. QnA’s database consists of a set of question and answer pairs. QnA helps chatbots answer user questions by giving corresponding answers that have been set up before. You can create the QnA knowledge base from the FAQ page on the company website or create your own from your own content.
Step 2: Instruct the user to answer
The second step in planning a conversation is to design the chat thread. Therefore, the script designer must create user guides towards the trained and solvable chatbot issues.
User information can be provided in two ways: the chatbot answers user questions or the chatbot will lead users through simple questions to bring customers to the problem to be solved.
In this step, the conversation designer will map the possible paths of the conversation flow in a tree structure, based on meticulous and careful analysis of specific topics handled by chatbots.
The script designer can also customize responses based on external factors, by the time the user accesses, or at a time of the day, year and on the personal database of users such as language, gender, region, frequency of purchase, etc.
Step 3: Customize the Chatbot personality to create user friendliness
How can chatbot be more user friendly? What should chatbots be like? Serious, polite or funny? Will chatbots use slick, eloquent terms or plain language, slang? Will the chatbot answer users concisely, fully or chatbot to entertain with funny jokes?
Of course, the tone of the chatbot depends on the brand you are representing, the purpose of use and the type of user that chatbot will talk to.
To write conversations for chatbots, storyboard designers don’t simply pay attention to the correct grammar, appropriate tone and well-chosen vocabulary. The terms used by chatbot must also conform to cultural standards and specialized knowledge in the field that chatbot advises. This helps the chatbot’s responses feel like a real counselor. This is also the most important goal that a chatbot must achieve.
After being trained by the script designer and providing necessary information/data, the chatbot can give the most accurate, or relevant answers among the sentences stored in the database. Moreover, the tone of the answer can use adverbs, emotional expressions that help Chatbot closer to users.
In addition, for chatbots to easily access a user’s problem, the script designer can use buttons with multiple choices to lead users to their problem.
In order to build a smart chatbot, the script designer hacks an extremely important role. Different businesses have different types of users. Therefore, the script designer must carefully understand the purpose of using the chatbot, what is the task of the chatbot, what will the chatbot solve for that business … to be able to create quality scripts, satisfying the stringent requirements of users and bringing satisfaction to each customer.
Currently, FPT.AI Conversation Chatbot is built and developed by the FPT Technology Innovation Department, under FPT Corporation, being evaluated as one of the most intelligent and easy to use bot platforms on the current technology market. FPT.AI Chatbot is integrated with AI, the best NLP natural language processing technology in Vietnam, comparable to the chatbot of the world’s leading technology corporations. FPT.AI’s bot creation interface is also considered by many partners to be good looking and easy to use. Script designers can easily create scripts for bots with simple operations.
FPT.AI has become a partner of many companies and large corporations, providing many solutions to support businesses to free labor, optimize processes, bring great values and Sustainable over time.
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