smartphone revolution and the tremendous growth

Most organizations use a bot to communicate with their customers, students or affiliates. Normally, most have already figured out their audience’s characteristics, but if you haven't, ask yourself this

The smartphone revolution and the tremendous growth of messaging apps have led to the birth of a number of over-the-top (OTT) players such as WhatsApp and Facebook Messenger. These apps have redefined customer experiences in both messaging and voice and video calling services.If you decided content revision is the way to go, the second step is to define what type of audience will be interacting with the bot.

Most organizations use a bot to communicate with their customers, students or affiliates. Normally, most have already figured out their audience’s characteristics, but if you haven't, ask yourself this:

• How old is your average customer?

• What do they do?

• What will they use the conversational bot for? When will they go to it?

• What are the main problems to be resolved? Once you define your audience, you have to adapt the bot’s answers to their needs and expectations. So if they're seniors who aren't used to interacting with bots, you can create an answer with tips on the best ways to input a question. Putting an example as a guide is also a good idea.

On the other hand, if the conversational bot is geared towards young adults who love multitasking, they're probably not even fully paying attention to the conversation. For them, it's better to write short sentences, separating them into brief paragraphs if necessary and highlighting key words.

However, the increase in the popularity of messaging apps is luring traffic away from what most telecommunication companies have to offer. For years, they have been badly hurting the call and messaging (SMS) revenues of telecom players. In fact, they forced telcos to terminate roaming charges.

More info: lead engineer

72 Lượt xem