Writing a script with a smooth conversation flow is a crucial part of the design process. Your chatbots will provide much better customer service if the dialogue sounds natural. How you write the chatbot script determines the satisfaction of the customers.
Communication between a chatbot and a customer should be effortless, and it should stimulate ideas and questions. With a good dialogue flow, you’ll be able to inspire conversation and help the customers reach their goals. A great script will is also essential for achieving your objectives.
With that being said, let’s get straight to useful tips for writing chatbot scripts with smooth dialogue flow.
1. Establish Your Chatbot’s Purpose
The chatbot needs to have a certain purpose. That’s the only way you can navigate the dialogue toward accomplishing that purpose.
Think about the tasks that your chatbots should perform. Some of the most general ones are solving a problem, giving information about the order, helping a customer with a purchase, or whatever relates to your services.
However, you should think creatively and include purposes that don’t instantly come to your mind. Feel free to include whatever you think customers might inquire about.
2. Create a Chatbot Persona
Make your chatbot sound more natural by creating a chatbot persona. Create an imaginary person that would present your chatbot. The characteristics of that persona can help you define your writing style, voice, and tone.
It might be useful if you have a visual representation of the chatbot before you start assigning traits to it.
Make sure that the chatbot persona corresponds to your brand and your target customers. It should present a person that your target customers would like to speak to.
3. Give the Conversation a Natural Structure
Dialogues are usually concise and short. They are structured in a way that you have an initial sentence or question and a precise response. Your script should have the same structure.
Drawing a conversation flow diagram can help you organize your writing. It will outline the basics of the natural conversation flow that you can follow in the script. Keep this diagram simple and basic and apply the same rules for your script.
4. Use Everyday Language
A conversational language will add a more natural tone to your chatbot script. People will be aware that they are interacting with a chatbot, but that doesn’t mean that conversation should be robot-like.
Bot builders mostly use an active voice, which is more typical in conversations. However, this can vary depending on your audience.
If you need help with creating a conversational dialogue, don’t hesitate to get some help. Hiring writing services like GrabMyEssay or TopEssayWriting would team you up with writing experts who can help you add a smooth flow to the dialogue.
5. Include Only Appropriate Jargon
An overly technical language can hurt the natural flow of the dialogue. Of course, if your audience is experts in a certain niche, you can use some jargon or professional terminology. However, do that in moderation.
You can look into the comments of your customers, for example, to find out which jargon they use. Include a similar vocabulary for your dialogue.
6. Add Some Personalization
The statistics show that digital marketers see an average increase of 20% in sales when they personalize user experience. Why not use this to your advantage?
“I worked on chatbot scripts several times, and personalization was always a big part of that process. With the consistent rise in competition, personalization has become a very important element,” said Mathew Lloyd, a digital marketer and contributor writer at SupremeDissertations and ClassyEssay.
Personalize your chatbot script with simple elements like addressing the customer by their name. Details like that will make the dialogue more pleasant for the customer.
7. Edit the Script
The first draft will never be as good as you expected. It is just the foundation for further tweaks that you need to make. That’s why editing is just as important as writing.
Use an editing tool like Hemingway Editor to speed up the process. Besides the grammar and spelling mistakes, the tool will also highlight lengthy sentences. However, the online editing tool isn’t enough, as you still need to focus on the overall feel of the dialogue and its flow.
If you want someone less biased to edit the script and assess the dialogue’s flow, find a professional editor. Experts will know how to adapt the editing to your style and deliver a high-quality final result.
Essay writing services usually have great editors for an affordable and fair price. For example, TrustMyPaper can match you with an experienced editor for your script.
You can also look into other writing services like BestEssaysEducation or SupremeDissertations. They all offer editing and proofreading, aside from writing services.
8. Aim for Simplicity
Once you finish your script, it’s time for final cuts. Simplify the dialogue as much as you can. While the long text is normal for written content, dialogues are usually characterized by concise text.
Long deep answers within that small chat box can frustrate the customers. If there is a question that demands an elaborate answer, better redirect the customer to a different information source. For example, provide them with a video link, web page link, or give them a customer support number.
The golden rule is that your answer shouldn’t be longer than two or three sentences. This gives users some space to provide their input before the dialogue continues.
9. Test Until Perfection
The last phase is testing. Now you have your tone, style, voice, dialogue elements, and overall script ready. But you won’t know what you need to perfect if you don’t give it a test run. The practical use is the best way to find cracks and weak spots in your script.
You can perform the test in different ways. For example, use less demanding platforms like Facebook Messenger or launch it in beta.
During the testing process, you can ask customers to give you feedback. Their feedback can be very valuable for improving your chatbot dialogue and adapting it to their preferences.
Overall, to get a good dialogue flow, you need to invest a lot of effort and thoughtfulness. This may seem like a simple task at first, but it can be very challenging. Throughout the process, try to put yourself in the customers’ shoes.
Think about what kind of dialogue would make you feel comfortable. Lastly, don’t forget that perfection takes time and practice. Experiment with different possibilities through testing until you find the winning script.