The history of chatbots can be traced back to 1966, long before Facebook Messenger captured a large population. Neal Schaffer’s website says that NPL and NLU are still in progress, and today more and more brands are betting on these mechanisms to design conversational experiences for consumers to achieve their marketing goals.
There are more than 11,000 chatbots active on Facebook messaging, and thousands of users interact with them, so design requires a set of best skills and practices. This is why you have to consider factors such as the personality of the chatbot, the tone of voice, the value it provides to users, and the way it represents your brand.
Therefore, you must ask yourself how you should write scenarios for the Facebook Messenger chatbot to help your customers achieve their goals and bring your brand to life.
It is the skills of creative writers, user experience writers, and user experience designers that are needed to develop a unique chatbot; that’s why here are some tips to help you write scenarios for Facebook Messenger in a chatbot.
1. Define goals and audience
The space Schaffer refers to is that your Facebook Messenger chatbot should help users from start to finish; write a conversation with your purpose, and every sentence you create should bring customers closer to their goals, which can be:
They want a robot to answer a question.
They want a robot to help them solve problems.
They want to buy, and they want your robot to help them.
Knowing your audience is the key to writing original text for chatbots, so you have to make sure to add value. Interviews and work to be done are two methods.
In 2014, Chuck Lui, the chief researcher of Helix users, made it clear: A perfect interview does not require more than five people, and never ask them what they want, because this will lead to misunderstandings, so he recommended three alternative questions.
what you up to? (Context)
How do you currently do this? (Analysis workflow)
How would you do this better? (Look for opportunities)
These questions will help you get background information, stand on the user’s side, and understand what you can improve to help them solve the problem.
Conversely, regarding the work to be carried out, in the 1990s there was a theory that customers did not need products, but what these products did for them.
Known as the theory of work to be done, it allows marketing professionals to focus on the situation, motivation, and results that your product or service provides to consumers.
2. Personality of chatbots
Your chatbot must build trust and help customers, and represent your brand on Facebook, so make sure it has its own personality and voice.
Go online and write conversations to make the chatbot sound like a real person instead of a robot. This is a technique often practiced by novelists and screenwriters: “If something sounds like it was written, then rewrite it.”
Considering that your Facebook Messenger chat is a creative social media activity, you need to complete it like a boss. Create a list of what you can do so that users understand what to expect from it when they start a conversation, and you can also precisely align the personality of your robot with your brand voice.
Decide if you want the chatbot to be entertaining; if you plan it as a utility, writing a few clever answers is enough to satisfy users.
3. Consider your tone
Your chatbot needs a common vocabulary so that it does not sound too mechanical and unnatural. Its personality must evolve, depending on the voice and tone of your brand. Analyze how the user interacts with the robot, and check the dialog box accordingly to get a higher conversion rate.
Every word your chatbot says is an opportunity to attract, inform and help customers. Your emotions, invitations to speak, reactions, etc. are important for a positive conversation.
When you start writing scenarios for the Facebook Messenger chatbot, pay attention to your welcome message because it will let users know how to interact with the bot and what you can do to help them.
Therefore, in addition to giving them the ability to restart the conversation, you should not forget to add a line to make sure the chatbot understands them.
5. Possible algorithms
Create a flow chart of the chatbot conversation to see all the directions the conversation can take, paying attention to the context. It starts with an optimal scenario where the user is satisfied with the work of your robot and meets all their needs; ideally, this would require three steps.
Then create all possible side passages where misunderstandings or some disturbing issues may occur, and write down the phrases your robot will use in these situations.