A few weeks ago, we released a feature allowing users of the Clustaar Chatbot Platform to upload an FAQ directly into a chatbot from a CSV file.
The idea between this feature was to help people create a working chatbot very fast. In a few seconds, you can have a chatbot able to answer your customers’ recurring questions.
Handle with caution
This functionnality is extremely powerful, but must be handled with caution. Indeed, if you build a chatbot, it’s to create a new type of customer experience.
If you need to automate your FAQ with a chatbot, it’s because, let’s be honest, people don’t read your FAQ. Maybe because it’s too long, or hidden far away in your website’s arborescence. So you create a chatbot, to make it accessible and encourage people to helm themselves befores contacting you.
However, even if the information you bring in the chatbot and in the FAQ are the same, they can’t be written the same way, in the same style, with the same tone. The chatbot is here to provide the illusion of conversation, so you need to adapt the content of your FAQ to the conversation format.
How to transform your FAQ into a chatbot?
Here are a few advice to create a great FAQ chatbot:
- Write short answers!
This is fundamental. Just like with other type of web content, people won’t read more than 3 or 4 lines of text, so keep it short.
And if you really need to babble on about a subject, just insert a link to your actual FAQ. 😉
- Change the tone
You are now in a conversation. A human person in a livechat would sound weird if they just copied answers from an FAQ. It’s the same with a chatbot. Remember to re-write the answers in a tone that would not sound weird coming from a human.
- Adapt your content
The Clustaar Platform allows you to use different type of contents, buttons, images, cards… to present your answers. Don’t hesitate to format some answers with cards to give the chatbot more visual identity.
Mind your intents
The other important subject is the phrasing of the user questions, or intents. If you import your FAQ directly, each question will have one formulation. This will created a limited FAQ chatbot in terms of Natural Language Understanding.
The power of the Clustaar NLP lies in the different phrasings you can imagine for each question you want to automate.
If you want your FAQ chatbot to perform as well as possible, don’t forget to enrich the intents you will import from your FAQ, by writing different phrasings, and using entities to handle synonyms.
Don’t forget the fallback
Even if you spend hours polishing your intents, you will never be able to imagine all the possible questions your users have, and all their different phrasings. This is why you need a strong fallback, triggered when the chatbot does not unsterstand something.
It is essential to work on the fallback to make sure that, even if your chatbot is not able to answer your clients directly, it still brings help. The chatbot is here to answer FAQs, but also to be a new contact point for your customers.
Here is our advice on what to put in your fallback:
- First, ask people to reformulate, and use the Google Custom Search action
The chatbot will be able to search in your website or in your FAQ to see if you have any relevant content about the user’s demand.
- Second, offer a way to contact you
You can create a contact form, send a link to your contact page or even give directly your phone number is you want. That way, the chatbot will still bring some help, because it will offer the user a way to ask the question directly.
And of course, don’t hesitate to contact us of you have any more question! 😊