[Updated on 30 August 2021]
With the increasing digital-savvy customers and businesses across the world. There’s a need for the chatbot to drive customer communication, enhance customer loyalty, and improve business growth. Also, chatbots automate and reduce the number of tickets/conversations received on the customer support helpdesk and the workload on humans.
Well, you already hear a lot about chatbots. Perhaps, you have tried to create a chatbot or you have tried to deploy them on your websites and apps. Don’t you think it’s a grueling journey, from designing to creating to deploying your chatbots, involving multiple tools and touchpoints?
I know you must be thinking that you might need to hire a developer to build your chatbots.
But, what if I told you that you can build it by yourself.
You don’t need to write a single line of code. You can create AI-powered chatbots, deploy them on your website and apps, and even add automated human takeover in case they fail.
In this guide on how to make a chatbot, we will learn to create chatbots in two ways:
Table of Content:
- How to make a chatbot from scratch in 5 easy steps
- Add Chatbot to Your Website
- How to Activate the Chatbots
- Test your Chatbot periodically
- How to make a chatbot from a template
- Usage of Rich Messages
- Transfer Bot to a Human Agent
- How to make a Multilingual Chatbots
- Why do you need Chatbots?
- Industries using the Chatbots
- Wrapping Up
How to make a chatbot from scratch in 5 easy steps
Some chatbot development platforms use complicated workflow logic to create simple chatbots. They aim at advanced chatbot developers.
Kommunicate has developed (Kompose), a GUI bot builder based on natural language conversations for Human-Computer interaction. You don’t need any coding skills to master Kompose. It has a simple, intuitive, and easy-to-use interface.
Step 1: Go to the Bot integrations section
Navigate to the ‘Bot Integration‘ under the “Bot Integrations” section click “Create a bot with Kompose( Chatbot Builder)”.
In the ‘Bot profile’ page, Set up your Bot by providing Bot Name & Language then ‘Save and proceed”.
Once saved, it will be navigating to the next page ‘Human handoff’, enable or disable the “Automatic bot to human handoff:” setting, and click the ‘Finish bot setup’ button.
Step 2: Go to Kompose section
After the bot setup is done, go to the Kompose section in the Bot Integration section. Select your bot from the ‘Select bot’ dropdown list.
Step 3: Create a welcome message for your chatbot
The welcome message is the first message that the chatbot sends to the user who initiates a chat. The welcome messages create the first impression, but they also maintain customer engagement and make them feel valued. An efficient bot greeting message also decides the conversational flow with visitors and giving a chance to explore the company’s products & features.
You can set an interactive greeting message using the Kompose builder with the help of the Texts, Buttons, Images, or any other rich media type.
- Click the “Welcome Message” section, in the “Enter Welcome message – Bot’s Message” box provide the message your chatbot should be shown to the users when they open the chat and then save the welcome intent.
In the below example, we have added the welcome message using text and buttons. Added the text message “Hey there, thanks for checking our Kommunicate” and “5 buttons – Just Browsing, Book a Demo, I have a question, Talk to Human, Give me a product tour”. So when a user opens the chat widget the buttons will be shown along with the text to the user.
Step 4: Create answers for your chatbot
Once the welcome message creation is completed, the next step is to create answers for your chatbot.
The answers section is where you’ve to add all the user’s messages and the chatbot responses.
In the Configure user’s message section – you need to mention the phrases that you expect from the users that will trigger.
Note that, Kompose runs on powerful NLP, so the bot will be able to match intents for similar phrases as well. But as you know – the more the data – the better the accuracy. So make sure you add more phrases to fine-tune the bot.
In this example, we will see how the bot will be able to answer different questions using NLP. In the “Answer” section, click +Add then give an ‘Intent name’ – Pricing and type the different forms of questions about the pricing you think your visitor might ask in “training phrases”. For example:
- How much is it
- How much does it cost
- What is the price
- What are the plans
You don’t have to provide a comprehensive list of all possible variants. Because this chatbot employs an AI (machine learning) trigger, it will recognize a similar query and your customers’ intent even if what they’ve written doesn’t exactly match any of the queries on the list.
With this process, you can create various artificial intelligence chatbots on your own!
In the Configure bot’s reply section – you need to mention the responses (Text or as Rich messages) the chatbot will deliver to the users for the particular user’s message. You can add any number of answers and follow-up responses for the chatbot.
For instance, since many of the inquiries were about pricing, we put the pricing page link here.
In the same way, you have to click +Add and add your possible user messages (training phrases) and the corresponding bot responses. Create as many intents you want to create based on your business requirements.
Once the user’s training phrases and chatbot responses are added, save the Intent by clicking the Train Bot button.
Step 5: Test your chatbot
Once you have completed the welcome message and answers setup, the final step is to test your chatbot.
- Below the chatbot preview section, click the Test chatbot button.
Click the buttons – Book a Demo, Give me a product tour (or type Book a Demo, Give me a product tour) that we created in the previous step. It will show that particular answer as a chatbot response to the user.
That’s it, Your chatbot is ready to get to work.
How to add a chatbot to your website
- Paste it just above the closing body tag (</body>) on every page you want the chat widget to appear.
That’s it. Now the Kommunicate live chat is now integrated with your website.
Use a WordPress or Shopify plugin
If your website was built with WordPress, then the installation just couldn’t get any easier. Kommunicate has developed dedicated plugins for the platforms so all you need to do is to select the right plugin and add it to your WordPress website.
🚀 Check out: WordPress plugin
How to activate the Chatbots
Once the Kommunicate live chat is added to your website, then you need to activate and assign all the incoming conversations to your chatbot.
You can do that from the Conversation rules section under ⚙️ Settings.
Enable Assign new conversations to the bot and select your newly configured bot from the Select a bot dropdown. Learn more about conversation rules here.
That’s it! Now the chatbot will be enabled on your website.
Test your chatbot periodically
Once you have created your chatbot, you would be able to test it from the Bot Integration section of the dashboard.
- Navigate to Dashboard → Click ‘Bot Integration’ then Select ‘Manage Bots‘ for the particular bot ‘Test this Bot’
There are a few cases that need to be considered while creating a bot, testing, and deploying the bot.
Proper Welcome Message: The bot should be able to introduce itself properly & what it can do, how it will assist the user.
Basic Salutation: Bot should be able to respond to Hi, Hello, Good Morning, Thank-you, kind of message, and small talks.
No cyclic loop: The bot should not get stuck in a cyclic look if a condition fails (repeatedly).
Fallback: If the bot is not able to handle/understand a user query then try to guide the conversation towards possible intents or handover to a human agent.
Typos: The bot should be able to handle basic typos so that the chatbot interaction flow doesn’t break abruptly.
In Kompose chatbot builder provides data for Bot intent analytics and Bot message analytics to analyze the bot intent count and the bot message flow. This will give more data to improve the performance of the chatbots constantly.
🚀 Read: Chatbot Analytics
How to make a bot based on a template
If you don’t want to create your chatbot from scratch, you can use one of the available templates.
They are free and cover the most popular business-related scenarios
- Lead collection chatbot
- Food ordering chatbot
- E-commerce chatbot
- Banking chatbot
- Meeting booking chatbot
You can either build your own bot with a drag-and-drop chatbot builder or employ any of these chatbot templates.
You can use them as they are or customize them to suit your needs better.
Step 1: Choose the chatbot template you want to customize
Go to the Bot Integration section and click Kompose. Select the template you want to use. For this tutorial, we chose the “lead collection”
Step 2: Customize your message
The default message says “Hey there! Thanks for getting in touch with us! To get things ✔️started, Could you please provide us with some details.**Please type “Yes” or “Sure” or “Ok”?” Feel free to type in some other message, add emojis, or simply leave it as it is.
It may take some practice to create chatbot conversations that draw the attention of your website visitors. But the golden rule is that they should be short and simple.
Step 3: Customise the default answer and training phrases
There is already the default answer and training phrased is added in the answer section with the different entities the same way as the ones that were built from scratch. If you change your mind later, no worries – you can edit the message anytime you want. Editing default message inside the chatbot template.
Save your chatbot as a draft (if you do not plan on using it yet) or save & activate it straight away (if you want to send it to work immediately).
Step 4: Activate your chatbot
You activate chatbots that come from templates exactly the same way as the ones that were built from scratch (See: How to Activate Chatbots section).
Usage of Rich Messages
Rich messages provide users with a smooth, convenient, and quick way to interact with your business products and features. Rich media increase your click-through rate, and it’s user-friendly.
Chatbot builder supports the following rich messages – Buttons, Images, Lists, Cards, Videos, and Forms. Please refer to this document to know more about the rich messages and get the custom payload JSON examples.
For creating rich messages in Chatbot builder, under the Answers section, click the +Add button. Then configure the user’s keyword message and then click the button or images or custom payload [For Lists, Cards, Forms, Videos], which will be under the “Configure bot’s reply” section and then Save Changes.
Transfer Bot to a Human Agent
Chatbots can handle the load of repetitive and predictable cases. But some customers may need manual attention. In these cases, you can program the bot to automatically hand over these cases to your customer support team, who will use their manpower to solve the problem.
The chatbot to human hand-off plays a significant role in customer support and critical situations. It is useful when your chatbot is unable to understand the user’s query and fails to answer them.
Kompose supports a unique bot+human hybrid model. Here bots are your first line of defense and handle all repetitive and rule-based tasks. Whatever it can’t handle, the bot automatically hands it off to your human agent.
Triggering Chatbot to Human Agent Takeover:
When a user types a phrase, the chatbot would use NLP to analyze the utterance and identify the Intent. If you train the chatbot with a set of Intent training phrases, it can quickly identify if that utterance has any unique training phrase. This can be used as a trigger bot to human agent handover.
🚀 Read more: Chatbot Human Handoff: Seamless Human takeover
🚀 Read more: Chatbot Development From The Scratch
With kompose chatbot builder, you can also configure a “Talk to Human” button with this bot-to-human agent custom payload and handover to a human agent.
For example, when the user clicked on the button “Talk to Human” the bot transferred the conversation to an agent.
How to make a multilingual chatbots
A multilingual chatbot is much needed for a business to pull audiences around the world. If a chatbot doesn’t support multiple languages, then it restricts your business boundaries.
A multilingual chatbot allows companies to converse with people who speak different languages to improve interaction and conversions. Users are more likely to engage with chatbots that can communicate in their native language or preferably of their choice.
🚀 Read:: Create a multilingual chatbot
Kompose chatbot supports numerous languages that allow localization easier, more effective, and affordable.
In your Kompose bot, under the Answers section, click the +Add button. Then configure the user’s keyword message and the corresponding bot’s reply for the message in your language. In the below example, Spanish is used, and the Kompose bot correctly responds to the corresponding user message.
Why do you need Chatbots?
When it comes to staying in touch with customers a lot of things have changed and it’s no longer business as usual not anymore. Operating a business needs you to become as effective as possible. That’s why chatbots have come into the picture and are quite popular these days. The purpose of Chatbots is to support and scale business teams in their relations with the customers. With the help of Chatbots, companies are saving a lot of money through various factors which is why many companies are adopting this technology in their work process.
Customer Support (24×7 support)
Customer support is the most important factor in business success and is a critical function for customer satisfaction. It also reduces the workload on the human agents. Chatbot connects users with customer service at any given time.
Thousands of users can interact with the chatbot without waiting for the human agents which will increase the engagement of website visitors with your business and increase leads.
A well-built chatbot can simultaneously have conversations with thousands of people answering the questions. Customers don’t wish to await assistance, any wait time can cause frustration and a negative impact.
Chatbots ensure that customers receive the moment response that they demand.
If you are selling products and services then chatbots would be your perfect personal assistant. Your customers may need help in selecting the right product and services. Users also seek advice when buying something from your website, such as dresses, watches, accessories, etc.
Chatbots can assist customers in getting the right product/service by providing suggestions and benefits of the product/service promptly.
🚀 Read more: The Role of Live Chat and Chatbots in Marketing
Higher engagement & Sales
It is important to keep your customers engaged with your products/services. Good chatbot performs all the primary business tasks, such as verifying customer-related information, replying to emails, and sending appropriate responses. This gives your team a lot of extra time which can be utilized efficiently towards more productivity.
A chatbot can initiate a conversation to promote an offer or update your customers about your latest product.
Industries using the Chatbots
As the popularity of chatbots increases, more industries are implementing chatbots, whether it is in their business operations, marketing, or sales activities. Some of the industries that started using chatbots are:
The education industry stands at the 3rd position in terms of benefits rendered by using AI at 14%. Universities are saving more money, cut labor costs, increased admissions, good response time, quick resolution to students, and making the onboarding process easier.
Chatbots can be also used as a learning guide and assist throughout the learning process. These are some of the benefits that are being savored by the educational industry.
Chatbots can help strengthen the link between customers and medical professionals by scheduling appointments and sending reminders to patients, as well as collecting and analyzing health data.
🚀 Read more: Chatbots In Healthcare
In this digital era, the growing acceptance of the internet as a shopping tool has led to the growth of the e-commerce market. More companies are starting their e-commerce business to set up their online presence and to stay ahead of the competition.
The use of chatbots in e-commerce is already a common sight. However, the tendency is that chatbots will be equipped with even more capabilities to turn into personal assistants and make the purchase experience smoother. Using the chatbots will reduce the Shopping cart abandonment rate and showcase new products and services.
Hospitality and Travel Agent:
This is another industry that can benefit from chatbots by further implementing/updating their system in terms of inventories, bookings, and pricing to mention some. It can shorten the overall time spent on routine processes.
In the fast-food industry, bots can be used to reduce the tasks currently occupied by humans, such as taking and confirming orders, receiving payments. It would decrease the number of mistakes and misunderstandings, as well as increase customer satisfaction from the service.
Due to the chatbots banks can be transformed into 24/7 service entities that along with assistance, can provide analytical insights. It guides the user to create and update their account details online. The bots help businesses to promote new insurance & Loans. It can provide real-time financial advice to customers. Upgrading the card and client onboardings, are some of the banking chatbots.
With technology advancement and digitalization, chatbot app services are playing a major role in businesses across various industries. With time, Chatbots will be the driving force to scale up any business, boost efficiency, improve customer relationship management, and reduce operational costs.
Nowadays every business owner and marketer is trying to create a chatbot for their website of their own. So it’s important to find a chatbot builder platform where no coding is needed as well as which shows the flow.
Also, note that chatbot can be integrated with messaging platforms like Facebook Messenger and the bot handles the visitor queries like Kompose bot builder.
To sum it up, it is pretty easy to make a chatbot using the Kompose bot builder. Go ahead and play around with Kompose and create your chatbots easily. No technical knowledge or coding is needed and you would be able to create your own chatbot within a few minutes.
In case you want a video tutorial, here is one:
At Kommunicate, we are envisioning a world-beating customer support solution to empower the new era of customer support. We would love to have you onboard to have a first-hand experience of Kommunicate. You can signup here and start delighting your customers right away.