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“Every year, chatbots in healthcare and banking will save $8 billion by 2022, up from $20 million this year.” Juniper Research  

Join the growing community of chatbot enthusiasts!

Today, the medical industry is dealing with many challenges. In particular, healthcare enterprises are still facing the problem of bureaucracy and routine work.

Every day, healthcare professionals perform tons of administrative tasks. They spend a lot of their working time on papers, documents, and standard procedures.  

Medical enterprises have strict rules and processes that involve communication between different departments. Often, even simple issues like booking conference rooms, arranging meetings, requesting a vacation, ordering supplies or getting expenses covered depend on other teams.

Let’s say, you are working in a healthcare enterprise and have an intriguing idea. To bring it to life, you will need to get financing. So, the next few weeks might look like a quest to you. You’ll have to reach out to and collect many approvals from other departments, which takes time and resources. Moreover, it often turns into a failure making you go through this department chain a few times again before your idea will be approved.

Besides complex internal communication, employees face the problem of using multiple platforms to complete one task. So, if you want to take a vacation, you’ll have to check how many days off you have left, then you might need to find and read booking time off policy, then go onto a different platform to book it and then send an email to the manager of the department.

So the question is how to eliminate this?

One way to solve these problems is a chatbot.

How chatbots can help Healthcare enterprise

“The top three applications that represent the greatest near-term value are robot-assisted surgery ($40 billion), virtual nursing assistants ($20 billion) and administrative workflow assistance ($18 billion)”. Accenture

In the form of a natural conversation, chatbots simplify interaction between an employee and other teams or tools. Bots help pitch ideas, send requests, submit works and track the status of its reviewing in one place without extra efforts. So, instead of running around and bombarding different departments with questions or switching between multiple platforms, you can ask a chatbot to do it.


Chatbots can serve a variety of purposes. For example:

1. Instant access to relevant information

They offer fast access to information, documents and if needed bots can quickly exchange this data inside the company. Using chatbots, it takes seconds for employees to find papers or information that they are looking for.

2. Keeping employees engaged

Chatbots can help healthcare enterprises to keep employees engaged and up to date with company news and relevant information. They can send updates, useful researches or articles that a company produces, send surveys to collect and analyze employees feedback. Bots eliminate any chaos or clutter and make sure that the employee won't lose the message in their mail inbox.

3. Automating employee onboarding

Chatbots automate the onboarding process. Whenever needed they assist new employees with useful guides, documents, and tips. Usually, new employees have to fill in and sign tons of standard documents like contracts, non-disclosure agreements, legal documents, and forms. Chatbots can ask a new worker required questions and help him fill out necessary papers. After that, a bot can provide completed documents for a person to sign or send straight to the HR department. Moreover, chatbots can take upon themselves answering employees FAQs. So if a new employee needs information or instructions, a chatbot is here to help.


4. Performing small administrative tasks

“Business executives report that they hope to automate tasks such as routine paperwork (82 percent), scheduling (79 percent), timesheet entry (78 percent) and accounting (69 percent) with AI tools.” Healthcare IT News

Chatbots can complete many of the requests mentioned about themselves.  For example, they can book days off, sick leaves and conference rooms, schedule meetings and send notifications to the participants of the event and so many more.

Chatbots can be implemented even in hospital systems. There, their focus lies on a patient.

“According to Accenture analysis, when combined, key clinical health AI applications can potentially create $150 billion in annual savings for the United States healthcare economy by 2026.”

5. Chatbots as patient’s personal assistant

Chatbots in hospitals can act as a personal nurse. They can send patients reminders about pills and procedures, track their moods, diet, training, symptoms. After a chatbot has gathered the data on patient’s wellbeing, a bot can transfer this notes to a doctor in a summarized report.

6. Chatbot that provides medical recommendations

Healthcare bots can provide patients with wellness recommendations and tips. Also, they can advise on pills and things like dosage, restrictions, suggestions, and side effects. So, if a patient is not sure how to take a medicine or if he doubts whether he can mix it with other drugs, he can ask a chatbot about it and get an instant answer.


7. Chatbot as doctor’s assistant

Chatbots and voice-assistants can help doctors to create documents or reports during patient’s examination. In daily medical practice, voice-assistants can help GPs to fill out papers like drug prescriptions and refillings, summaries of the visit or referral letters. This way doctors will have more time for things that require their attention.

8. Chatbot as an administrator

Healthcare bots enable medical staff to find patients’ medical cards, prescription history, and previous visit reports in a matter of seconds. As sometimes emergencies happen fast and correct diagnosis is crucially important. And it is not only about finding the bunch of text but asking the exact questions like “What was the blood pressure of the patient 2 weeks ago?”

Going from idea to prototype.

Innovations and significant changes come from an idea. The same goes for chatbots. When starting a chatbot development process, keep your initial idea in mind, then you have to shape it into a plan with requirements. Afterward, you can start prototyping and testing your chatbot.

Let’s break the development process into 4 steps:

Step #1. Research and analyze

First thing when developing a chatbot is to do research and analysis. You need to highlight the reason for implementing a chatbot. This will help you to understand better what problem the chatbot will be tackling. This is a very important part and to help you define a way of understanding and moving forward, we’d recommend you to answer a few questions:

– “Which problem would it solve?”

– “Why are you developing a chatbot?”

– “What will exactly a chatbot be doing?”

It is necessary to understand that a chatbot must directly solve the end-user problem or optimize processes inside the company. The main advice here is not to overload your bot with additional and unnecessary features and to focus on one specific problem.

Step #2. Find a user persona and create a chatbot personality

It’s important to think about user persona because based on that you will build bot’s personality. The personality of the chatbot is the way how a user imagines a bot during a messaging with it. A chatbot can be a friend to users providing them with assistance and helpful advice. It can be as different as you wish – serious and formal, witty and adventurous or careful and professional. It’s up to you to choose your chatbot personality.

Could you imagine how your product would be portrayed as? Would it be male or female? Is it young or a perhaps a bit older? You can give it certain character traits, emotions, the unique features that will set your product apart from the rest.

The questions below will help you to understand your ideal user better. If you are working on an internal chatbot, you can skip these questions. However, they might help you to understand the necessary features of your future chatbot.

Take your time and think:

– What is the average age of a person who will be communicating with your chatbot?

– What kind of job does he/she have?

– Is he/she working at the office and uses a laptop?

– Or maybe he/she is doing the job in another way?

– What are his/her interests?

– What problems can occur in his/her everyday life so chatbot can become the best solution for him/her?

Step #3. Create a plan

The next thing to do is to create a chatbot project plan and requirements. To quickly develop chatbot requirements, you can use our short brief that will help you with that. Here’s our brief template.

Before starting creating chatbot requirements, it’s worth to analyze your targeted user again and research his behavior, habits, preferences, goals, and motivation. This will help you to better understand what problems your users want a chatbot to solve.

But don’t overthink this part. When developing requirements focus on things like bot use cases, bot user stories and bot business goals.

Bot Use Cases.

Think and describe all the necessary functionality of your chatbot. It’s like writing what bot will be able to do.

For example:

A bot will be able to answer the user about the dosage of aspirin.

Bot User Stories

Now, describe how you see your chatbot from the user side by completing the sentence: “As a user, I can..”.

For example:

As a user, I can ask him a question about the side effects of ibuprofen.

And a small tip for you, in this section try to break it down into smaller chunks. Think about what will bring value to the user, what are his goals and needs. Try putting yourself in user’s shoes to understand what a user wants to get from a chatbot and what he wants to achieve.

Bot Business Goals

Like any other software products, chatbots take time and effort to develop. But chatbots are also driven by its business goal. Think of what the most important business goals you would like to achieve with it.

For example:

“We want to achieve 50% pressure reduction on our customer support by the chatbot”.

To make the requirements even more understandable, take advantage of the draw.io resource. You will be able to build a chatbot flow in the form of a decision tree that helps you to understand how bot will interact in any case. This will allow your team and you to see how the chatbot should work.


Step #4. Build a prototype

Now it’s time to take your idea and check if it works. This means that now you can start developing the chatbot prototype.

There are two ways to develop a prototype without coding skills required from you.

First, you can take advantage of chatbot building platforms. Secondly, you can hire a chatbot development team to consult and help you to create a prototype. This both options work great and which is the best for you depends on a chatbot that you want to build, your business needs and on resources like money and time.

Chatbot builder

To develop a prototype yourself, you can use chatbot builders. Chatbot building platforms are a great option if you need a fast and cheap prototype. Usually, these platforms work in drag`n`drop mode where is no programming required which makes them easy to use for everyone.  There are many different chatbot builders, but the most popular are Manychat, Chatfuel and flow XO.

Here’s a list of the most popular chatbot building platforms: https://www.ventureharbour.com/best-chatbot-builders/

When developing bots using builders, you can face some troubles due to limited possibilities of platforms. Most of these builders focus on marketing and have a small range of customization and functionality. Additionally, not all platforms provide support and maintenance for a chatbot. However, if you need a simple prototype with basic features, chatbot builder will be a great fit for you.

Chatbot development team

The other way is to reach a chatbot company and assign all the hard work to them. So, instead of wasting hours in chatbot builders, you can contact professionals to develop your prototype. Hiring developers can be more expensive than using chatbot platforms, but this will save your time and enable you to add custom features to your prototype. Moreover, a chatbot company can build you a scalable prototype which means that afterward, you won’t need to rebuild the chatbot from scratch. So, you can keep upgrading, training and developing your already made prototype instead of starting building from the start again. With a chatbot development team behind your back, you’ll be able to quickly scale your prototype to MVP and then to a fully functional product.

Essential things in Healthcare chatbot development

1. Security

In the healthcare industry, security of patients’ personal information is crucial. To ensure full protection of patient’s data, companies should use the highest security practices like data encryption, and “on-premise” deployment. Also, when developing a healthcare chatbot, it is important to pay attention to GDPR or HIPAA compliance.

What is GDPR?

The General Data Protection Regulation (GDPR) is a regulation on data protection for European Union citizens. It also applies to the transfer of personal data outside of the EU area.

What is HIPAA?

The Health Insurance Portability and Accountability Act (HIPAA),  protects sensitive patient data. A company that deals with protected health information (PHI) must follow the required physical, network, and process security measures.

GDPR vs. HIPAA

The most significant difference between these compliances is that GDPR covers citizens of the EU while HIPAA is restricted to American citizens and healthcare companies.

 

GDPR compliance requires an active patient’s consent before storing any of their personal information in the database. On the other hand, HIPAA allows healthcare companies to freely process patient's data while it is being stored and transmitted with proper security standards. Unlike GDPR, HIPAA regulation doesn’t give a patient a right to erase their records from a hospital’s database anytime they want.

How to become compliant

If you want to learn more about GDPR and HIPAA here are useful guides with checklists:

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Did you know that according to HubSpot “55% of consumers are interested in interacting with a business using messaging apps to solve a problem”? Today, businesses are starting to understand the power of chatbots. More brands are shifting from a traditional way of communicating with customers to bots. So, how can chatbots help your business?

The post Chatbots: A new way to communicate with your customers appeared first on BotsCrew.

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Today, most of the interactions happen in social networks and messengers. The business is not an exception. With the rise of the FB chatbots, many people are starting to understand the benefits of using messaging apps to get in touch with different companies.

Most of the customers are expecting from brands instant replies, 24/7 availability and a simple way to reach a business. Now, when WhatsApp has announced the launch of their Business API, brands get the opportunity to connect with tons of new leads and to interact with their current customers in the more faster and efficient way.


WhatsApp helps more than 1.5 billion users connect and communicate with their friends and close ones. This messenger is handy for being secure, fast, as well as a straightforward messenger and now WhatsApp is offering their platform as a new model for businesses to connect with customers all over the world.

“We want to be there for our customers — wherever they are, whether they’re on or off the road. We’re thrilled to partner with WhatsApp to give drivers in cities around the globe a fast, familiar and reliable way to connect with a member of our team and get their questions answered.”

Manik Gupta, VP, Head of Product in Uber

Every day, 55 billion messages are being sent using WhatsApp. Most messages sent with this messenger are text, but 5.5 billion are photos and videos. This makes WhatsApp a perfect tool for companies to reach a huge amount of users in the most natural way – by chatting. Using WhatsApp, brands become more accessible to a larger group of people and can connect customers on a platform that they already use and trust.


WhatsApp for Business

Earlier this year, WhatsApp announced the official launch of their platform made for business. This app offers a great tool that enables companies to reach their customers on the usual for the platform. Now businesses can communicate with clients easily by using WhatsApp for Business that helps to automate, sort, and quickly respond to messages. This platform brings a whole range of new and different features that are highly beneficial for most of the companies.

“Since the launch of the WhatsApp Business App people have told us that it is faster and easier to chat with a business instead of calling them or sending an email” reports a statement from WhatsApp

The main business features are:

Business Profile
Quick Replies
Setting Automatic Greeting and Away messages
Label Contacts
Acess Message Statistics

Business Profile

Using WhatsApp for business, a company can create a business profile with useful and relevant information such as their location, email address, company description, website URL, and working hours. When adding a physical address you can link it to Google Maps so when clicking it could be instantly viewed in maps with directions how to get there.

Business accounts help brands to gain user’s loyalty by giving the company a familiar “face” and identity that is WhatsApp confirmed. To have a “Verified” badge next to your company name, WhatsApp has to confirm first that this is a verified business account.

Steps to add details about your business:Go to WhatsApp Business app – Open Settings > Business settings > Profile.


Quick Replies

Another useful feature is quick replies. With this feature, WhatsApp allows for saving and resending messages to FAQs for quickly answering the most common questions users ask. Using this feature you can not only answer popular questions but create quick replies to send messages such as a thank you message, ordering instruction, information about payments or discounts and many more.

Steps to add quick replies: Go to Settings > Business settings > Quick replies.

Setting up a greeting message

WhatsApp for business enables you to create a greeting message that users will receive when they start a dialog with your company or after 14 days of inactivity. By sending an instant message you welcome and introduce a company to a new potential customer without any delays and waiting time.

Steps to set up a greeting message: Settings > Business settings > Greeting message. From here you can create a new greeting message or edit an existing one.

Setting an away message

Away messages are similar to greeting messages. They send a custom message to people who are trying to connect company after your working hours. You can write a custom message or just simply send your working hours. They can be activated automatically at the chosen time.

Steps to set up an away message: Settings > Business settings > Away message > “Activate away message”.

You can also edit your away message from here and schedule when you want this message to be sent. You can choose from Always send, Custom schedule or after your work hours.

Contact Labels

Businesses can organize their contacts and categorize them with labels for an easy access. This way, you can easily search through your contacts and keep them grouped and organized.

Steps to add a new contact a label: Click the menu button on the client’s chat page > choose a label and then save.

Steps to add a new label: Click the menu button on the client’s chat page > click “ New label” > click save.


Statistic

WhatsApp for Business lets you access key metrics like how many of your messages were successfully sent, delivered, and read.

Steps to access statistics: Tap the Menu button > Settings > Business Settings > Statistics.

WhatsApp Business API

“For medium and large businesses, the WhatsApp Business API powers your communication with customers all over the world, so you can connect with them on WhatsApp in a simple, secure, and reliable way.”

WhatsApp

Recently, WhatsApp announced the launch of their new Business API which allows large companies to send non-promotional messages to clients – like reminders about appointments, information about shipping and delivery, or event tickets. All this will be possible at a fixed rate. Also, companies can use it to solve customer service issues through their tool or apps like Zendesk, MessageBird or Twilio. Business can receive messages from clients for free during the first 24-hours. The company will be charged if it fails to respond to the user’s message within 24 hours. For business, it is a fast and secure way to reach their clients all over the globe.

For now, companies will be able to communicate with people who have interacted with them first or have shared their phone number with a business. Also, WhatsApp mentioned that users would have the ability to block any business and have full control of their inbox and what messages they allow to receive.

All this combined makes WhatsApp a perfect communication tool for brands. Companies can easily reach their current customers and engage with new leads in a matter of seconds, giving clients undivided and instant attention which they strive for the most. Basically, WhatsApp puts users in charge of their inbox by enabling them to exclude spam and increase the level of trust to branded messages that a person receives.

A WhatsApp spokesperson explained what’s going to change with Business API:

“WhatsApp will charge businesses to send messages such as a boarding pass or delivery confirmation. When a customer reaches out to a business with a question such as how do they book their travel or when their order will be delivered, the business will be able to respond for free within 24 hours. If/when the customer responds, that restarts a 24-hour cycle. WhatsApp will charge for messages sent by the business outside of the 24-hour window.”

In the beginning, WhatsApp’s Business API will be available for just 90 companies. Those include companies like Uber, Booking.com, KLM Airlines, Sales Stock and later it will become accessible to a larger group of customers.

WhatsApp is committed to trust and safety of users personal space and data. It emphasized that all messages that will be sent through API will be end-to-end encrypted. WhatsApp doesn’t want to become another platform for advertising and intends to keep user’s inbox spam-free. To do so, the company announced a set of requirements and guidelines for businesses to be to send outbound messages to clients.

“Tapping into WhatsApp has had a big impact on our business and customers, with lots of potential yet to be explored. The delivery rate, engagement, and ease of integrations can’t be compared to other channels.”

Wahyu Saputra
Head of Product, Customer Facing, Sales Stock

WhatsApp and Twilio

To start developing and testing process for WhatsApp in Business, you have to have your business account verified first. The verification process can take a while, and that’s means that you can start your development.

For those who don’t want just sit and wait for more than a month Twilio has launched API for WhatsApp in early access. Twilio has taken up on this problem and launched its new Sandbox that allows developers to start prototyping with WhatsApp immediately without waiting for number approval. This means that you can use a number suggested by Twilio, choose a password and start building and testing while your business account is being confirmed. You can add people to test and try your product by just sharing with them your password.

“New channels like WhatsApp provide rich experiences for end users interacting with developers and their applications around the world. We’re excited to provide the most expansive set of messaging experiences to billions of end users, all via one easy to use API. We can’t wait to see what developers build.”

Jeff Lawson, CEO of Twilio

How to get started:

  • Sign up for a Twilio account if you haven’t already and navigate to the WhatsApp page in the Twilio console.
  • Set up your sandbox.
  • Run through the quickstart to send your first message.
  • Learn more in the API overview docs.

There are still some limitations concerning Twilio Sandbox  

  • You can only message users who have joined your sandbox. Messaging other users will fail.
  • The Sandbox numbers are restricted to 1 message per second
  • Sandbox numbers are branded as Twilio numbers
  • You can only use pre-registered templates with the sandbox for outbound messages sent outside a WhatsApp session.

WhatsApp and Ads

With its new business platform, WhatsApp strives to create meaningful and valuable conversations between a brand and a client. Unlike FB, company aims to keep the user’s inbox ad and spam free and has strict rules and guidelines when it comes to sending outbound messages to users. This helps customers to trust and feel safer when a brand reaches them, knowing that this isn’t another spammy message.

However, WhatsApp has rolled out a great for marketers and business owners update in the way business can advertise on their messenger. WhatsApp is launching ads feature which will help people discover and engage with your company by clicking on a Facebook ad. When people stumble upon your post in FB, they will be able to use a button that will redirect users to WhatsApp where the conversation with your business will start. The click-to-message buttons can be implemented on your business website or Facebook page to help you communicate with your company.

“When a person taps on an Ad that clicks to WhatsApp, they will be transferred to a pre-filled WhatsApp chat where they can message your business quickly,” writes Facebook.

In conclusion

WhatsApp is a platform that connects billions of users every day and is now granting businesses endless possibilities for reaching and engaging with its massive audience. With WhatsApp for business, companies are now able to interact with customers on the platform that they love and already use. By combining it with FB ads, businesses can quickly contact a great number of users with the help of the new WhatsApp API creating a much easier process to transform leads into customers.

Over 80% of small businesses in India and Brazil say WhatsApp helps them both communicate with customers and grow their business today

Plus, messaging apps like WhatsApp have incredible engagement rates: 98 percent of mobile messages are opened and read, with 90 percent of them getting opened within three seconds of being received.

Now, when WhatsApp is open for business, it will quickly become the most powerful and useful tool for business to chat with and reach their customers. Due to the ad-free environment, end-to-end encryption and a whole range of new features, WhatsApp becomes an ultimate platform for communication between brand and client.

The post A Step-By-Step Guide To Create Chatbot For WhatsApp For Business appeared first on BotsCrew.

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A Healthcare chatbot designed to assist people suffering from skin conditions.

Client: NDA

Branch: Healthcare

Technologies: NLP, JavaScript, Node.js, React.js, Cosmos DB, Git

Introduction

A healthcare chatbot designed to support people suffering from skin conditions. This chatbot provides patients with relevant medical information that is pre-approved by healthcare professionals. This bot doesn’t offer medical advice but encourages patients that are seeking medical help to consult healthcare professionals.  

Challenge

Living with a skin condition can be challenging, our clients wanted to build a solution that would support patients with skin illnesses by providing pre-approved information and help whenever and wherever it is needed 24/7. A product would eliminate the need to search answers for medical questions on Google and would encourage users to consult doctors.

Solution

The solution for this issue was a chatbot. The client wanted to build a friendly, human-like AI-driven Facebook Messenger and Skype chatbot to assist patients day or night. The bot would give recommendations, but for detailed advice and diagnoses, the healthcare chatbot would guide users to reach out to a healthcare professional.

Also, BotsCrew developed a skill for Amazon Alexa device to provide medical information in a hands-free mode.

Development

The development process started with a discussion about the idea in mind. Together with our client, we have created a clear vision for what features and functions this healthcare chatbot will have. Only after we had done the in-depth analysis and conversation on chatbot development and created a roadmap, we began building the chatbot.

The main focus of this chatbot was its NLP abilities. This bot can respond to questions at any point during the flow. The chatbot can easily jump from one point of a conversational flow to another. Moreover, for the user’s convenience, there is the possibility to navigate through the flow by clicking on the predefined options.

This chatbot has been integrated with a weather API to provide users with weather information and how it can affect people with skin conditions.

Also, BotsCrew integrated the chatbot with Salesforce platform which is a cloud-based CRM tool that logs and manages unified information about new patients, their location, specific test results, PAM scores, and user’s disease type.

Integration with Google Chatbase enabled our clients to access all of the important metrics in one place. This platform provides information about users, sessions, and activity and can create an automated report on new users and engagement with a chatbot.

BotsCrew integrated the chatbot with a custom CMS platform(Admin panel). It allows for creating, configuring, and deleting conversational flows in a chatbot. Also, with this platform the client can train the bot and send or set up broadcasting messages to every user.

For the clients’ convenience, BotsCrew suggested adding different roles to the chatbots’ Admin Panel. There are 4 roles on CMS with different level of access and permissions.

The client wanted for this healthcare chatbot to support many languages and to be tailored to local needs and compliances while maintaining the same structure. This can be achieved through a custom CMS platform that was implemented. In this Admin Panel, there is the “Master Bot” which is the global English version of this chatbot. The “Master bot” can be cloned and adapted to create new instances for use in other markets. The client can alter or disable parts of the chatbot flow and choose some elements of conversation according to local needs.

Also, BotsCrew developed a custom skill for Amazon Alexa device to make this bot accessible for a wider audience. This Alexa skill enables users to find medical information hands-free.  This Alexa skill has similar features to the chatbot, but the difference is that it is voice-controlled.

Results:

The healthcare chatbot and the Alexa voice skill have already been developed, but BotsCrew is still conducting testing and is working on minor improvements. The launch of the chatbot is planned for the winter of 2018-2019.  While the first global version is running in English, the system underpinning the chatbot is a flexible framework that can be quickly adapted for other markets and languages.

The post Healthcare chatbot aiding those enduring skin conditions appeared first on BotsCrew.

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First of all, let’s talk about what is CUI?

CUI  (Conversational User Interface) is a bridge between your product and its users. It is a crucial factor in helping a business communicate with its clients.

Websites and apps can talk TO a user, but a chatbot can speak WITH a user. That’s why the single most important aspect of chatbot development is how the bot interacts with users.

By opting to a conversation, a business may casually offer their services and products as well as promote new products, collect feedback, and chat with users in the most natural way with the convenience to the user. A chatbot can be a friend to clients providing them with assistance and helpful advice need. It can be as different as you wish – serious and formal, witty and adventurous or careful and professional. It’s up to you to choose your chatbot personality.

Could you imagine how your product would be portrayed as? Would it be male or female? Is it young or a perhaps a bit older? You can give it certain character traits, emotions, the unique features that will set your product apart from the rest.

Thanks to Conversational UI, your clients may communicate with your business in a simple and natural way leading to the ultimate customer experience.

So, why is it essential to build a good CUI?

How do people interact with the outside world? Let’s say that every object has an interface. We can easily ask how to use a pen, door or book just by looking at it. We don’t have to memorize complicated usage instructions. If we had previous interactions with a similar item, we would know how to use it. But what happens when we come across an incomprehensible, complex interface? We get lost, scratch our heads and not know where to click, which buttons to press and where to search for required information. A chatbot simplifies the user’s experience by guiding users. That’s why it is incredibly important to build a naturally understandable and easy to navigate CUI for a chatbot.

Often people feel frustrated and overwhelmed when it comes to using a completely new technology. Exploring the unknown interface becomes stressful for users that are used to older interfaces and don’t quite understand how to interact with newer technology.

An optimal CUI will guide users through the unfamiliar for their interface to help them effortlessly get to a desired outcome with the product or service. Using the right CUI, a business can lead its customers to actions they need to take to achieve their goal, provide them with assistance and maybe even keep communicating with the person for future marketing campaigns.

Get closer to your users through a good CUI.

At BotsCrew, we start developing a chatbot by figuring out and designing its functionality. We build a conversation structure, basic and more complex functions and think through all the possible ways for how a conversation can develop.

However, a properly constructed functionality is only the first step in chatbot development. The next thing that needs to be done is to give a chatbot its own distinguishing personality, unique traits, and vocabulary that would feel personalized and human-like to make users want to return to chat again and again.

Why is the chat interface a win for the user?

Here are our thoughts on that:

– The usual chat interface. Every day, people interact with dozens of people using different messaging platforms. Users already know this interface and they don’t need to learn everything from scratch.

No need to download apps – users add chatbot to their messenger the same as they would add their friend. No need to go through a registration process and bog down phones with unnecessary applications.

– People tend to trust more advice from someone they know. Chatbots create simple conversations that break that distance between a business and a customer. While chatting with a bot, users feel safe and like they are talking to a reliable friend.

– With Facebook UI Elements, we can add anything to a chatbot to make it even more user-friendly.


The post Why Is It Essential To Build A Good CUI? appeared first on BotsCrew.

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There are two major requirements in order to stay on top of business: innovativeness and data. Today we are going to combine the two and discuss how to make your chatbot GDPR compliant step-by-step. Let’s start with the basics of what GDPR actually is.

What Is GDPR?

The General Data Protection Regulation(GDPR) is a regulation on data protection for European Union citizens. It also applies to the transfer of personal data outside of the EU area. GDPR gives users the control over their personal information and whether they want to share or keep their data private.

What Types Of Data Are Protected By GDPR?

Basic identity information (name and surname; date of birth; phone number; a home address; an email address; ID card number and Social Security number etс. )

Web data (location, IP address, cookie data )

Health and genetic data

Biometric data (data that identifies a person)

Racial and ethnic origin

Religious beliefs

Political opinions

Which Companies Are Affected By GDPR?

Any company that collects and processes EU citizens’ personal information that stores personal data of EU residents must comply with GDPR, regardless if the company is present in EU territory or not. This means that most businesses need to be GDPR compliant.

There are three parties of GDPR compliance regulation.

Data subject: A person whose personal data is processed by a controller or processor

Data controller: Determines the purpose and conditions of collecting and processing personal data from users.

A Data Controller may be:

You and your company’s

CRM or Database

You are a Data Controller if your company:

Collects personal data;

Decides which types of data to collect;

Modifies collected data;

Sets the purpose of collected data usage;

Decides if to share the data and with whom;

Determines for which period of time to store the data.

Data processor: Processes personal data for Data Controllers. A Data Processor can be:

Analytic tools (Google Analytics, Mixpanel, etc.)

Communication tools (Messenger, Slack, Telegram, Skype, WhatsApp, etc.)

Natural Language Understanding (NLU) & Artificial Intelligence (AI) Services (DialogFlow, IBM Watson, etc)

Cloud Providers and third-party companies

You are a data processor if your company does the following actions for a Data Controller:

Implements systems and methods or tools to collect personal information;

Installs the security surrounding personal data;

Stores personal data;

Passes personal data from one company to another;

You are a data processor if your company does the following actions for a Data Controller:

Implements systems and methods or tools to collect personal information;

Installs the security surrounding personal data;

Stores personal data;

Passes personal data from one company to another;

Now that you’re familiar with what GDPR is, let’s move on to see how to make your chatbot GDPR compliant. There are 6 steps that have to be made to ensure your bot is compliant.

A GDPR Requirements Checklist For Chatbots

1. At the beginning of a conversation, the chatbot should provide users with a clear-cut, transparent, distinguishable, and easily accessible form to understand what data is collected, and how it will be used by the bot and organization.

2. Chatbot users should be provided with a clear and simple way to access, review and download copies of their data (in an electronic form) that was collected, free of charge. A user should be able to erase their data if desired to do so. If the platform you are using supports persistent menus, those options should be offered there or it can be added manually to your custom chatbot by a developer.

3. Also, the user should be able to delete their information whenever they please. Adding this option to a chatbot’s persistent menu provides a great way to give your users the ability to erase their personal data.

4. Review the chatbot logs. Usually, different web servers and messenger platforms that run chatbot services can store different types of logs such as access, error or security audit logs. Sometimes they might contain personal data such as IDs, IPs, and names. Companies are not allowed to store this kind of information if there is no legitimate reason to. Even if there is a legitimate need, organizations are not allowed to save them without direct consent from the user. These logs can be reviewed by a developer to ensure that you aren’t storing any personal data.

A chatbot service should be able to demonstrate that it has appropriate technical and organizational measures in place to protect against a data breach. Also, it should have clear procedures to handle any information leak. Data breaches which may pose a risk to individuals must be notified to the Data Protection Authority (DPA) within 72 hours and to affected individuals without undue delay in accordance with Article55.

Chatbot security can be accomplished by using the following strategies:

user identity authentication

authentication timeouts

two-factor authentication

biometric authentication

end-to-end encryption

self-destructing messages.

You can find more about how to make your chatbot secure here.

All companies that proceed users data should have a clearly stated privacy policy which contains the following pertinent information:

What information is being collected?

Who is collecting it?

Why is it being collected?

For how long it will be used?

Who will it be shared with?

How can consumers withdraw from the agreement to give their data?

For example:

Users should be acquainted with this privacy policy before their data is collected. To share this with users, companies can use a link in chatbots conversational flow or have a summarized version as a part of chatbots introductory greetings and conversation.

The General Data Protection Regulation is bringing change to the modern digital ecosystem. As GDPR compliance covers all European Union citizens, it means that this regulation affects most business worldwide with no exception to chatbots as well.

Today we’ve looked at the GDPR and covered all of the necessary steps to take to keep in mind to make your chatbot compliant.

The post How To Make Your Chatbot GDPR Compliant appeared first on BotsCrew.

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BotsCrew by Daryna - 8M ago
Stay tuned with our new chatbot course episodes!

Now it’s time to talk about what you need to do after launching your chatbot to not fall into common traps.  In this final stage, you’ll learn a set of certain steps that would be beneficial to complete during the first life cycle stage of a chatbot.

So, let’s get started.

1.Chatbot Analysis

The first and foremost priority – is analyzing your chatbot’s interactions with users.

This means you need to find the areas your chatbot is having trouble with and fix them. Perhaps, the bot wasn’t sure how to respond to a situation, or it was simply not interesting to communicate with for users.

It is possible to keep track of how smoothly your bot is operating by connecting it with analytics. To name a few, there is dashbot.io, chatbase, and bot-anal-ytics.

Not all chatbot builders support integration with analytics, but sometimes they may already have one. The main task of this part is to improve the structure of the flow based on statistics and user’s feedback.

2.Chatbot Training

A chatbot has a basic set of answers after its launch, but its “teacher”, creator or developer, should always be behind the scenes improving it. If talking about a rule-based chatbot, then you would need to react to the cases where the bot did not respond to users’ messages. Such issues can be caused by the wrong flow set up. So you should go back to the development process and solve the issue.

Sometimes the user may stop interacting with a bot during the middle of a conversational flow. This would mean you have to make improvements on the chatbot’s flow and user interface, change around the decision tree and make the UI more engaging.

However, AI-powered chatbots should be trained in another manner, since they are powered by Natural Language Processing. Such bots need to be checked and monitored. You should select the phrases that the bot could not understand and teach it to respond to them correctly. Keep cycling through this process until it understands how to answer to all of the questions that it should be capable of answering.

3.Chatbot Support

We recommend you to have a person who will monitor the work of the chatbot during the initial launch period. The main task of this person would be to take over the communication process if something were to go wrong. This will help you to not lose the lead and potential client.

 

Also, be sure to add a Live Chat option, that way, users can always have the option to talk to an actual person if needed.

In conclusion:

Keep conducting the analysis of your chatbot based on its communication with customers.

Prepare new user stories and use cases for improving the functionality and user interface of your bot.

Stay tuned with our new chatbot course episodes!

The post How To Train A Chatbot appeared first on BotsCrew.

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BotsCrew by Daryna - 8M ago
Stay tuned with our new chatbot course episodes!

Now that we are familiar with what chatbots are, their benefits, and how to create an MVP. But there is yet more to be done. Now it’s time to talk about a chatbot marketing strategy.

 

There are many different ways how to market chatbot depending on the channel where it is located.

 

For example, if a bot is launched on a website, it can bring a slight to no change to your overall marketing strategy. The goal is to acquire website visitors through inbound and outbound campaigns, while the chatbot remains your conversion force. You can make the chatbot widget proactive. This means the chatbot will pop up and write a specific message when the user is on a specific part of the website. It helps to convert site visitors into customers.

If a chatbot is launched on any messaging platform, it would be beneficial to promote it through the marketing abilities of the platform. It allows people to start the interaction right where they are to increase your chances of keeping users engaged.

The dynamic combination of chatbots and facebook messenger ads.

Facebook, a social network that has amassed more than 2 billion users, makes an excellent location for advertising. Companies and businesses have been using Facebook to advertise their services and products for quite some time now. Chatbots are the new feature to the mix that makes it all much more compelling for marketers and business owners.

Say we have a travel chatbot on Facebook Messenger that can handle a number of tasks. When using it, a customer may book hotel rooms, tours, and buy plane tickets. Furthermore, this chatbot can propose ideas to do and help with hotel management. Essentially, this chatbot would be a personal travel guide before and during a trip.

Now knowing what our bot can do, it’s time to think about the ways how to promote chatbot.

How to market a chatbot

1.Facebook Ads & Facebook Messenger Ads

Instead of linking an ad from a newsfeed to another website, now FB Messenger is a destination point for ads. Facebook Messenger ads give users the opportunity to communicate instantly with your business by clicking only on your ad.

How can this Facebook Messenger ad look like?

For example, if we would like to launch an advertisement to propose hot tours, we would generate an advertisement with CTA button such as “Send Message” or “Book Now” on a Fb Ad Account. When a user reads a newsfeed or scrolls down to conversations in Messenger, they see an advertisement that they may interact with and will be redirected to the chatbot in Facebook Messenger where the tour can be sold.

What are benefits of Facebook Messenger ads and chatbots?

  • No forms

Now people do not need to fill out forms, they immediately do it in chatbot in a more engaging way.

  • Staying on the same platform

There is no need to redirect the user to the site what often causes the loss of a lead. All sales processes take place in Messenger and have much less barriers such as loading time, a new interface to learn, and an overwhelming amount of choices.

2. Facebook comments

Another great way how to promote chatbots are Facebook comments.

Let’s imagine, you created a post where you offer a 30% discount for any tour.

The only thing required from the user is to start an interaction with your business by writing a code word in the comments. Let’s say, this word is “SALE”. When a user writes this comment, the bot will immediately be able to message that user and propose tours with a discount.

How you could understand, this is an another useful option for lead generation. Even if the user doesn’t make a purchase, you are still able to keep him in your pipeline and propose new discounts later on.

3.Referral links

What is a referral link?

This is a link which will direct a user to a certain point of conversation flow, but not at the beginning of the conversation.

Let’s suppose, we need to generate new leads. You may create an ad with text such as: “Find out which country is your ideal vacation destination”. We will add a referral link to a Call-To-Action button that leads to a certain point of the conversation.

As a result, the chatbot will ask the user a number of questions and then will offer them the most fitting vacation spots based on their responses.

4.Sequences

Sequences have a great impact on “user engagement”.

For example, the bot may check in on trip goers and follow them up after a trip. Basically, giving a satisfaction survey but the chabot can also give new recommendations based on feedback.

It allows to keep users engaged, build relationships, and to make an upsell to your existing customers.

As we mentioned in our previous articles, open rate for Messenger is 4 times higher compared to emails.

So, what can we expect as a result of combining Facebook Messenger ads and chatbot’s power?

1. You don’t make your customer wait.

2. Boosting the relationship building process with potential clients.

3. Decreasing bounce rate by keeping users on the same platform with less obstacles with getting them where you need to be.

4. Boosting sales and lead generation.

5. High relevancy thanks to the precise targeting Facebook can offer.

In our next article, we will tell you about post-release training and improvements and what you need to do after launching your chatbot to not fall into common traps.  Also, we will discuss a set of certain steps that would be beneficial to complete during the first life cycle stage of a chatbot.

Stay tuned with our new chatbot course episodes!

The post How To Market Chatbot appeared first on BotsCrew.

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How to begin the chatbot development process the right way? We will tell you what you need to do before building a chatbot. We would like to note, that there will be a bit inevitable tasks to get out of the way before beginning the chatbot development process.

The post How To Start Chatbot Development Process appeared first on BotsCrew.

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Bots VS Apps. 3 Reasons Why You Should Have Chatbot Rather Than App

We live in an era of technological progress where you can find apps basically for your every need. But everything in our world is changing so fast that we have to ask ourselves if apps are really that convenient as we used to think? Bots vs apps: who will win? 

Nowadays chatbots are altering our lives and changing communication between business owners and clients for better. Chatbots offer a whole new range of different possibilities to help your business thrive. 

So, many of you may wonder are Chatbots better than apps? Well, there is a great number of reasons you should consider before taking sides.

1.Better to deal with a number of Chatbots than with tons of apps

Today people’s mobiles are already overcrowded with various apps. To use chatbot, You don’t need to download a special app. They use your existing messengers such as Facebook, Telegram, Slack, Kik, WhatsApp.

 

Over the past few years, app market has been filled with all kinds of apps for shopping, travel, socializing, dating, delivery services, music, and so on. It’s nice to have such a variety of apps, but according to recent statistics, people aren’t downloading new apps as often as they used to.

2.When you stop using a chatbot, it just hangs out in your old messages.

You don’t need to store a massive variety of apps on your phone using chatbots. When a bot becomes irrelevant it just simply stays in your messages, and you don’t have to uninstall it.

3.Chatbots are faster and cheaper to develop

Another benefit that puts chatbots in a leading position in bots vs apps battle is that they are much easier, faster and cheaper to develop.

To develop an app for your business, you have to work with professional iOS and Android developers also cooperating with a strong UX designer. As a result, this process can take quite a lot of time and cost you a pretty big amount of money. At the same time, chatbots make it possible for small business to offer their services more efficiently, with much more lowers costs than app development. Even if you have a larger business and have some extra money to build an app, it’s still worth considering a more economical and reachable chatbot alternative.

Moreover, apps have to be tested, refined and only after that submitted to app stores for approval before clients can reach your product. Apps require constant investment to develop and upgrade.

Chatbots, on the other hand, are much simpler. You don’t have to worry about app development, as messenger apps are built by third parties. All chatbots feature updates can be done with continuous integration just to the backend.

As previously mentioned, the easiest way to upgrade your online business and reach a larger audience is to connect with people where they already spend most of their time.

...and a little extra:
 Apps are tougher to maintain

Recent studies show that there are currently 2 million mobile apps available for iOS devices and 2 million available for Android devices as well.

This shows that it is really hard for an app to get noticed. The other problem with an app is that they must constantly be updated. Every year, new OS versions are released, and if you don’t update your app, it will become unsupported on the latest devices.

Therefore, you also have to upgrade the design of your app to not fall behind and be in trend. Failing to update an app’s design can sometimes be enough to lose users over time.

There is a number of reasons why chatbots win in the bots vs apps race. A chatbot is a powerful tool that can bring benefits to every industry. Bots enhance communication with customers and help you to reach more people.

You can thrive your business easily on the latest technologies and keep your customers happy.

Author – Max Gladysh

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