Scripted Chatbots

Definition

A scripted chatbot is a type of chatbot that is designed to follow pre-determined scripts or conversation paths. These chatbots are programmed to respond to specific inputs from users with pre-defined responses. They are commonly used in customer support scenarios to handle frequently asked questions, guide users through processes, or provide immediate responses when live support is not available.

Importance

Scripted chatbots play a crucial role in customer support and success. They provide instant, 24/7 support, helping to resolve common issues quickly and efficiently. This not only improves customer satisfaction and retention but also allows support teams to focus on more complex queries. Moreover, they can be a cost-effective solution for businesses, reducing the need for large customer support teams.

Example

For instance, a user might visit a SaaS company’s support page looking for information on how to reset their password. A scripted chatbot could immediately engage with the user, asking them to confirm their email address and then guiding them through the password reset process step by step.

Best Practices

1. Ensure the scripts cover common customer queries and are regularly updated based on user feedback. 2. Make the conversation flow as natural as possible to enhance user experience. 3. Always provide an option for users to connect with a human support agent if the chatbot is unable to resolve their issue. 4. Use clear and simple language to avoid confusion.