Proper botiquette – five rules for designing impactful chatbots

Proper botiquette – five rules for designing impactful chatbots` is about finding a balance between making chatbots helpful to both customers and teams, while also avoiding common pitfalls such as overpromising the bot's capabilities. The first rule emphasizes choosing the right tasks to automate, focusing on predictable, low-stakes interactions that can be resolved quickly and safely by bots. The second rule highlights the importance of empathy in chatbot design, which is not about saying nice things but rather anticipating customers' needs and addressing them accurately. The third rule advises against giving chatbots too much self-awareness, as it can lead to overpromising and underdelivering. The fourth rule suggests providing customers with options, such as choosing whether to interact with the bot or being redirected to human support. Finally, the fifth rule recommends writing chatbot messages in a conversational style, similar to texting, while using emojis judiciously. Ultimately, designing effective chatbots requires asking the right questions about what the bot can do for customers and how it will communicate with them.

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