Marketing & PR , Yes& General

Ask Daisy: Putting the “Chat” in Chatbots

Nathan Wallace

elevating business experiences with human-like a.i.

Daisy is back! Daisy is an A.I. enthusiast and explorer, and the writer of our A.I. blog series. She’s our guide through this exciting time. Whatever your organization or position, whether you’re an early or late adopter, Daisy will help you understand this massive shift. 


Daisy 🌼: Welcome back, readers! Today we’re focusing on personalizing the user experience for your customers using A.I. chatbots. Here with me is Nathan Wallace, Yes& Vice President, Digital Projects, who’s been deep diving into how to craft human-like A.I. chatbots and leverage them to make your customer interactions more seamless and drive success. 


Nathan: Thanks for this opportunity to share some insights with you all. 


Daisy 🌼: Nathan, let’s start with the elephant in the room. We know chatbots are trained on the information a brand gives it, but most chatbots are more “bot” than “chat.” They’re not very personal. 


Nathan: I know what you mean, Daisy. Infusing that personal touch into your chatbot is about just that—giving them a distinctive personality. Like your website it lives on, your chatbot should reflect a tone, language style, and emotional attributes that align with your brand identity. Because it’s mimicking a personal conversation, the chatbot should end up being a more conversational version of your brand. 


Daisy 🌼: Even if your brand is serious in tone? 


Nathan: Whether your business is more formal, like in finance, or more empathetic, like a hospital, your chatbot should come across as if someone was talking to your best representative. 


Daisy 🌼: Great advice, Nathan. Now that I know how it should sound and behave, what’s next for my A.I. chatbot? 


Nathan: A.I. chatbots are there to help, and to do that, your A.I. chatbot needs to be able to not only answer your question but understand your intent. 


Daisy 🌼: Like why I am there in the first place and what information I’m seeking? 


Nathan: Exactly. And to do this, we start by clearly defining the domain, the specific knowledge area or industry the chatbot will cater to. By defining the domain, you’re creating the precise universe in which the A.I. chatbot can operate, with every intent, response, form, and action your chatbot should know about. 


Daisy 🌼: So, once my domain is set, what’s next? 


Nathan: Intentions are next. They’re the specific goals or actions that users seek to achieve when interacting with your chatbot. To determine intentions, conduct research and engage with your users to understand their needs and pain points. Once you do that, delineate a well-defined scope and set clear boundaries on topics it can handle and questions it can answer. Using natural language processing (NLP) and machine learning (ML), you can implement recognition techniques so your A.I. chatbot understands the user’s requests and accurately classifies the intention of the request. This ensures that your chatbot not only says the right answer but stays on topic. 


Daisy 🌼: Can you give an example of how defining specific intentions will benefit users? 


Nathan: Sure, let’s consider a finance chatbot with intentions like “checking account balance,” “paying bills,” and “transfer funds.” By defining these intentions, users can interact with the chatbot to perform these specific tasks. The chatbot can guide users through the process in an intuitive way, provide relevant information, and ensure that financial transactions are conducted securely. And knowing the intention, the A.I. chatbot can also automatically recommend next actions or remind them of crucial due dates such as mortgage payments. All of this, of course, will be executed by the chatbot with the personality, tone, and characteristics you prescribed it in the beginning. 


Daisy 🌼: So what you’re saying is that while a non-A.I. chatbot can answer questions you set it up with, the A.I. chatbot can better address customer needs because it’s searching for intent


Nathan: Precisely. Leveraging the natural language processing (NLP) and dialogue management makes your A.I. chatbot “context-aware” and allows it to recall previous interactions for seamless and more human-like conversations. 


Daisy 🌼: Ah, so it’s not content management but context management that empowers A.I. chatbots. 


Nathan: Exactly. Take filling out appointment forms for example. Doing it with an A.I. chatbot is a far richer experience than filling out each field and submitting. Simultaneously, the A.I. chatbot can offer general medical advice or assist with appointment booking. 


Daisy 🌼: Well, I love online shopping. Can it understand my past purchases or preferences and provide more tailored suggestions? 


Nathan: It can do even more! It can tell you when sales are coming up or even suggest other brands that are complimentary and make your shopping experience more fulfilling. 


Daisy 🌼: Ooh, like a personal shopper! I’m starting to see the potential. Any first steps you recommend for organizations and companies who want to get started? 


Nathan: Always start with research. Embrace user feedback. Then, define a strong brand persona for your A.I. chatbot to reflect your brand’s voice and values.  

Then, as it gets rolled out, your best tools are analyzing user feedback and monitoring chatbot interactions. This iterative process allows you to refine the A.I. chatbot’s understanding of user intents and enhance its performance over time. As user needs evolve, the chatbot’s intentions may need to update to stay current.  

And of course, prioritize data security and privacy all along the way. Make sure sensitive information is handled responsibly, aligning with data protection regulations. 


Daisy 🌼: Wise guidance, Nathan! Thank you for sharing your expertise with us today. 


Nathan: It’s been a pleasure discussing human-like A.I. chatbots and how they can transform customer interactions. I hope this conversation inspires folks to explore the possibilities of A.I. chatbots for their own organization. Happy chatbot building! 


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Nathan Wallace
Nathan Wallace
Vice President, Digital Projects