{"id":1713,"date":"2022-02-08T14:39:55","date_gmt":"2022-02-08T13:39:55","guid":{"rendered":"https:\/\/botnation.ai\/site\/?p=1713"},"modified":"2026-03-18T16:29:29","modified_gmt":"2026-03-18T15:29:29","slug":"tips-catbot-efficient-and-performing","status":"publish","type":"post","link":"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/","title":{"rendered":"The 20 commandments of an effective and efficient chatbot!"},"content":{"rendered":"<p>Of the 300,000 ChatBots created on Messenger, the vast majority offer a poor and disappointing <a href=\"https:\/\/botnation.ai\/en\/chatbot-ux-2-2\/\">user experience<\/a>.<\/p>\n\n<p>This is because it\u2019s still a young medium and, logically, most ChatBot creators lack experience.<\/p>\n\n<p>The <a href=\"https:\/\/botnation.ai\/fr\" target=\"_blank\" rel=\"noreferrer noopener\">BOTNATION<\/a> team, which has been present since the emergence of this conversational revolution, has decided to share with you a list of best practices that will make interactions with your ChatBot more effective.<\/p>\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #3d351f;color:#3d351f\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #3d351f;color:#3d351f\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#1_Take_care_of_your_chatbots_appearance\" >1. Take care of your chatbot\u2019s appearance<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Dont_hide_the_fact_that_your_ChatBot_is_a_ChatBot\" >Don\u2019t hide the fact that your ChatBot is a ChatBot<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Give_your_ChatBot_a_personality\" >Give your ChatBot a personality<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#2_Define_the_chatbots_content\" >2. Define the chatbot\u2019s content<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Specify_your_ChatBots_area_of_expertise_from_the_outset\" >Specify your ChatBot\u2019s area of expertise from the outset<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Deal_with_your_users_errors_in_an_educational_way\" >Deal with your users\u2019 errors in an educational way<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Include_a_%E2%80%9CHelpFAQ%E2%80%9D_section\" >Include a \u201cHelp\/FAQ\u201d section<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#3_Beyond_appearance\" >3. Beyond appearance<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Avoid_monologues\" >Avoid monologues<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Use_high-quality_icons_photos_and_videos\" >Use high-quality icons, photos and videos<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Use_emojis\" >Use emojis<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#4_A_smart_efficient_chatbot\" >4. A smart, efficient chatbot<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Balance_natural_language_and_decision_trees\" >Balance natural language and decision trees<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Plan_alternatives_to_your_ChatBot\" >Plan alternatives to your ChatBot<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Dont_leave_a_dead_end_in_your_ChatBot\" >Don\u2019t leave a dead end in your ChatBot<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Be_consistent_in_ergonomics\" >Be consistent in ergonomics<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Confirm_email_acquisition_subscription_actions_etc\" >Confirm email acquisition, subscription actions, etc.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Dont_ask_for_the_same_information_several_times\" >Don\u2019t ask for the same information several times<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#5_Once_the_chatbot_has_been_launched%E2%80%A6\" >5. Once the chatbot has been launched\u2026<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-20\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Avoid_redundancy\" >Avoid redundancy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-21\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Plan_for_the_return_of_a_user\" >Plan for the return of a user<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-22\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Manage_common_off-topic_questions_and_messages\" >Manage common off-topic questions and messages<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-23\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Multiply_KPIs_and_user_data\" >Multiply KPIs and user data<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-24\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Use_notifications_in_a_targeted_way\" >Use notifications in a targeted way<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-25\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Accompany_your_ChatBot_in_its_learning_process\" >Accompany your ChatBot in its learning process<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-26\" href=\"https:\/\/botnation.ai\/en\/tips-catbot-efficient-and-performing\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\" id=\"soignez-l-apparence-de-votre-chatbot\"><span class=\"ez-toc-section\" id=\"1_Take_care_of_your_chatbots_appearance\"><\/span>1. Take care of your chatbot\u2019s appearance<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>After all, first impressions are important! The more your chatbot matches your image and is clear, the more users will want to stay on it. <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"ne-cachez-pas-le-fait-que-votre-chatbot-est-un-chatbot\"><span class=\"ez-toc-section\" id=\"Dont_hide_the_fact_that_your_ChatBot_is_a_ChatBot\"><\/span>Don\u2019t hide the fact that your ChatBot is a ChatBot<br><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img fetchpriority=\"high\" decoding=\"async\" width=\"961\" height=\"372\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/chatbot-performant1.png.webp\" alt=\"\" class=\"wp-image-1595\" style=\"width:481px;height:186px\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/chatbot-performant1.png.webp 961w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/chatbot-performant1-300x116.png.webp 300w\" sizes=\"(max-width: 961px) 100vw, 961px\" \/><\/figure>\n<\/div>\n<p>Despite artificial intelligence\u2019s advances in natural language, a chatbot will never match a conversation with a human.<br> <br>If you make the user believe he\u2019s talking to a real person, he\u2019ll expect a degree of interaction and reasoning that\u2019s impossible, for the moment, to achieve.<br> <br>Your users will be far more forgiving than with a human. And knowing that they\u2019re interacting with a robot gives them a certain distance \u2013 an emotional distance \u2013 that encourages both quality and quantity of exchanges. <br><br><strong>Tip<\/strong>: Avoid choosing a human Avatar to represent your ChatBot.<br><\/p>\n\n<h3 class=\"wp-block-heading\" id=\"2-donnez-une-personnalit--votre-chatbot\"><span class=\"ez-toc-section\" id=\"Give_your_ChatBot_a_personality\"><\/span>Give your ChatBot a personality<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" width=\"1024\" height=\"274\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant2-1024x274.png.webp\" alt=\"\" class=\"wp-image-1597\" style=\"width:512px;height:137px\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant2-1024x274.png.webp 1024w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant2-300x80.png.webp 300w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant2.png.webp 1104w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<p>This may seem to conflict with the previous tip, but just because<br>isn\u2019t human doesn\u2019t mean your ChatBot should express itself like a robot.<\/p>\n\n<p>The personality of your ChatBot is a determining factor in the conviviality of conversational exchanges. <br><br>Ask yourself whether you should be addressed in formal or informal terms, what level of language you should use, what vocabulary is specific to your job, and what your avatar should look like. <\/p>\n\n<p><strong>Tip<\/strong>: Your ChatBot must be consistent with your image and your other communication media.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"definissez-le-contenu-du-chatbot\"><span class=\"ez-toc-section\" id=\"2_Define_the_chatbots_content\"><\/span>2. Define the chatbot\u2019s content<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Now it\u2019s time to get serious! Now that your chatbot has an appearance, you need to give it content and consistency. Its area of expertise, its name and the questions\/answers it asks will ensure that its functionalities are put to good use.  <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"3-spcifiez-ds-le-dpart-le-domaine-dexpertise-de-votre-chatbot\"><span class=\"ez-toc-section\" id=\"Specify_your_ChatBots_area_of_expertise_from_the_outset\"><\/span>Specify your ChatBot\u2019s area of expertise from the outset<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant3-1024x273.png.webp\" alt=\"\" class=\"wp-image-1599\" style=\"width:512px;height:137px\"><\/figure>\n<\/div>\n<p>Your ChatBot must meet a user need; whether it\u2019s customer service, a reservation platform or simply providing practical information about your restaurant. From the very start of the conversation, the user needs to understand what he can expect from your ChatBot. <br><br>If users ask off-topic questions, they\u2019ll better understand why the ChatBot can\u2019t answer them.<\/p>\n\n<p><strong>Tip<\/strong>: The name of your ChatBot can already give an indication of the service it will provide.<\/p>\n\n<h3 class=\"wp-block-heading\" id=\"4-traitez-pdagogiquement-les-erreurs-de-vos-utilisateurs\"><span class=\"ez-toc-section\" id=\"Deal_with_your_users_errors_in_an_educational_way\"><\/span>Deal with your users\u2019 errors in an educational way<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" width=\"617\" height=\"358\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant4.png.webp\" alt=\"\" class=\"wp-image-1601\" style=\"width:309px;height:179px\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant4.png.webp 617w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant4-300x174.png.webp 300w\" sizes=\"(max-width: 617px) 100vw, 617px\" \/><\/figure>\n<\/div>\n<p>When your chatbot\u2019s user makes a mistake, you need to put them back on the right track by explaining how to avoid making the same mistake again.<\/p>\n\n<p>Just as in a traditional conversation, your ChatBot must accompany and guide the user gently. Anticipate your users\u2019 mistakes as best you can, and plan appropriate responses. <\/p>\n\n<p><strong>Tip<\/strong>: Don\u2019t hesitate to consult the \u201crecommendations\u201d section in Botnation\u2019s A.I. menu on a daily basis, which will provide you with a real-time report of your users\u2019 unfulfilled requests.<\/p>\n\n<h3 class=\"wp-block-heading\" id=\"5-prvoyez-une-rubrique-aidefaq\"><span class=\"ez-toc-section\" id=\"Include_a_%E2%80%9CHelpFAQ%E2%80%9D_section\"><\/span>Include a \u201cHelp\/FAQ\u201d section<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"384\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant5-1024x384.png.webp\" alt=\"\" class=\"wp-image-1603\" style=\"width:512px;height:192px\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant5-1024x384.png.webp 1024w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant5-300x113.png.webp 300w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant5.png.webp 1069w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<p>What we\u2019re talking about here is providing help on how to use your ChatBot. This doesn\u2019t apply to all ChatBots, but for the more complex ones it\u2019s essential. <br> <br>Don\u2019t forget to enter lots of keywords to anticipate user questions, and add more using the recommendation algorithm, and associate the keyword(s) \u201chelp\u201d and\/or \u201cFAQ\u201d with this section and include it in the persistent menu.<\/p>\n\n<p><strong>Tip<\/strong>: If you have a long list of Questions\/Answers, use Botnation\u2019s<a href=\"https:\/\/help.botnation.ai\/fr\/articles\/1497715-la-liste-de-choix\">\u201cChoice List\u201d<\/a> feature, which is more ergonomic, or follow this tutorial to transform your <a href=\"https:\/\/help.botnation.ai\/fr\/articles\/3103294-creez-un-chatbot-faq\">FAQ into a Chatbot<\/a>.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"au-dela-de-l-apparence\"><span class=\"ez-toc-section\" id=\"3_Beyond_appearance\"><\/span>3. Beyond appearance<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Your chatbot is beautiful and knows how to talk \u2013 perfect! Now let\u2019s work on its eloquence and its ability to respond effectively, without going round in circles. <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"6-vitez-les-monologues\"><span class=\"ez-toc-section\" id=\"Avoid_monologues\"><\/span>Avoid monologues<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant6.png.webp\" alt=\"\" class=\"wp-image-1605\" style=\"width:443px;height:312px\"><\/figure>\n<\/div>\n<p>Keep your texts short. Instant messaging is not the place to read long texts. <\/p>\n\n<p>You can divide your content into several dialogs, each with a delay, but this is not ideal. Prefer a breakdown with interactions such as \u201cNext\u201d buttons (without forgetting to give the user the possibility of cutting off the ChatBot with a \u201cBack\u201d button, for example). <\/p>\n\n<p><br><strong>Tip<\/strong>: When long explanations are unavoidable, use external links. A \u201cLearn more\u201d button that <a href=\"https:\/\/help.botnation.ai\/fr\/articles\/1744849-la-redirection-vers-votre-site-web\">opens a Web page<\/a> or PDF file is perfect for this purpose. <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"7-utilisez-des-icnes-photos-et-vidos-de-bonne-qualit\"><span class=\"ez-toc-section\" id=\"Use_high-quality_icons_photos_and_videos\"><\/span>Use high-quality icons, photos and videos<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant7-1024x494.png.webp\" alt=\"\" class=\"wp-image-1607\" style=\"width:512px;height:247px\"><\/figure>\n<\/div>\n<p>A ChatBot is not just an exchange of text messages. It can include images, videos, buttons and more. <\/p>\n\n<p>The aesthetic aspect of your ChatBot should not be overlooked. Once again, your brand\u2019s image is at stake. Make sure you use the right media and of sufficient size to guarantee quality.  <br><br><strong>Tip<\/strong>: Be careful, though, as data travels over mobile networks, so file sizes need to be optimized. You need to find the right balance between quality, size and weight. <\/p>\n\n<p><strong>We recommend Botnation:<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Avatar <\/strong>(ChatBot Web): jpg, png and Gif formats \/ 150\u00d7150 px<\/li>\n\n\n\n<li><strong>Background image<\/strong> (ChatBot Web): jpg, png and Gif formats \/ minimum size 1366\u00d7768 px \/ maximum weight 1Mb<\/li>\n\n\n\n<li><strong>Video<\/strong>: MP4 format \/ maximum weight 3MB (25MB if hosted on your server)<\/li>\n\n\n\n<li><strong>Image<\/strong>: jpg, png, static Gif and animated Gif formats \/ minimum size 500\u00d7260 px \/ maximum weight 1Mb<\/li>\n\n\n\n<li><strong>Carousel visual<\/strong>: jpg, png and Gif formats \/ Square 500x500px or Rectangular 500x260px<\/li>\n\n\n\n<li><strong>Icon<\/strong> in \u201cQuick Answers\u201d: jpg, png and Gif formats \/ 100x100px<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\" id=\"8-utilisez-des-mojis\"><span class=\"ez-toc-section\" id=\"Use_emojis\"><\/span>Use emojis<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant8-1024x391.png.webp\" alt=\"\" class=\"wp-image-1609\" style=\"width:512px;height:196px\"><\/figure>\n<\/div>\n<p>In instant messaging, emojis have become part of everyone\u2019s vocabulary. Your ChatBot needs to do the same. Depending on whether you use them intensively or sparingly, emojis will also determine your ChatBot\u2019s language level.  <br><br><strong>Tip<\/strong>: At Botnation, our natural language analysis algorithms include emojis. Feel free to use them as \u201ckeywords\u201d to trigger a response. An emoji keyboard is also permanently available in your chatbot\u2019s design interface, so you can easily copy\/paste them into your texts.  <\/p>\n\n<h2 class=\"wp-block-heading\" id=\"un-chatbot-intelligent-et-efficace\"><span class=\"ez-toc-section\" id=\"4_A_smart_efficient_chatbot\"><\/span>4. A smart, efficient chatbot<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>There\u2019s a tendency to overuse NLP\/artificial intelligence. While it\u2019s a powerful tool, it shouldn\u2019t be abused. It\u2019s best coupled with a well-designed tree structure.  <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"9-quilibrez-langage-naturel-et-arbre-dcisionnel\"><span class=\"ez-toc-section\" id=\"Balance_natural_language_and_decision_trees\"><\/span>Balance natural language and decision trees<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p><br>Neither approach is better than the other. They each have their advantages. The ideal is a mix of both. The most effective approach is to start with a decision tree and gradually develop natural language learning.   <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant9.png.webp\" alt=\"\" class=\"wp-image-1611\" style=\"width:337px;height:216px\"><\/figure>\n<\/div>\n<ul class=\"wp-block-list\">\n<li><strong>The Decision Tree<\/strong><\/li>\n<\/ul>\n\n<p>It\u2019s made up of menu-type interactions, buttons and quick responses. Funnel flow to the precise answer. <br><br>\u2013 Automated responses guide the user towards an objective<br>\u2013 Provides controlled communication<br>\u2013 Quick to set up<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant10.png.webp\" alt=\"\" class=\"wp-image-1613\" style=\"width:252px;height:117px\"><\/figure>\n<\/div>\n<ul class=\"wp-block-list\">\n<li><strong>Natural Language<\/strong><\/li>\n<\/ul>\n\n<p>It manages user interactions in natural language, with recognition of the user\u2019s intentions via our NLP (Natural Language Processing) algorithms<br><br>\u2013 Gives the user a great deal of freedom<br>\u2013 Total conversational experience<br>\u2013 More personal link with the brand<\/p>\n\n<p><br>On the <a href=\"\/fr\/\" target=\"_blank\" rel=\"noreferrer noopener\">Botnation chatbot creation<\/a> platform, you can use both simultaneously and without limitation. <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"10-prvoyez-des-alternatives--votre-chatbot\"><span class=\"ez-toc-section\" id=\"Plan_alternatives_to_your_ChatBot\"><\/span><br>Plan alternatives to your ChatBot<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p><br>When your ChatBot can\u2019t answer a question, you need to offer your users alternative solutions: link to an online FAQ, phone number, conversational form or email via the ChatBot.<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant11.png.webp\" alt=\"\" class=\"wp-image-1615\" style=\"width:372px;height:229px\"><\/figure>\n<\/div>\n<p>The ideal solution is \u201c<strong>escalation to human<\/strong>\u201c. That is, a person can take over from the ChatBot and continue the conversation with the user. This is particularly effective for customer service. The ChatBot will handle the 60% of recurring questions and hand over to advisors for sensitive or high value-added questions.   <br><br><strong>Tip<\/strong>: Configure your Botnation Chatbot so that it only escalates to the human when your advisors are available, and offers an alternative solution the rest of the time.<\/p>\n\n<h3 class=\"wp-block-heading\" id=\"11-ne-laissez-pas-dimpasse-dans-votre-chatbot\"><span class=\"ez-toc-section\" id=\"Dont_leave_a_dead_end_in_your_ChatBot\"><\/span>Don\u2019t leave a dead end in your ChatBot<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p><br>The user must always be able to interact and continue the discussion.<br>When designing your ChatBot, make sure that the ChatBot leads the conversation. <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant12.png.webp\" alt=\"\" class=\"wp-image-1617\" style=\"width:265px;height:205px\"><\/figure>\n<\/div>\n<p>To flush out any dead ends, carry out as many internal tests as possible before publishing your chatbot on Facebook Messenger or your website. Don\u2019t forget to include \u201cBack\u201d and \u201cMenu\u201d buttons at the end of responses. <br><br><strong>Tip <\/strong>: Don\u2019t rely solely on the Persistent Menu, as few users know how to use it.<\/p>\n\n<h3 class=\"wp-block-heading\" id=\"12-soyez-cohrent-dans-lergonomie\"><span class=\"ez-toc-section\" id=\"Be_consistent_in_ergonomics\"><\/span>Be consistent in ergonomics<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>The key here is to be consistent in your navigation mechanics. The basic rule is to place buttons with similar functions in the same order and with the same nomenclature.  In this way, you\u2019ll avoid a lot of misdirected users of your Chatbot. <\/p>\n\n<p>Example: If I place a \u201cYES\u201d button on the left and a \u201cNO\u201d button on the right, the same order must be used throughout the bot. This should apply to all variants, such as \u201cOK, CONFIRM, SAVE, etc.\u201d on the left and \u201cCANCEL, DELETE, etc.\u201d on the right. <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant13.png.webp\" alt=\"\" class=\"wp-image-1619\" style=\"width:377px;height:162px\"><\/figure>\n<\/div>\n<p><strong>Tip<\/strong>: The use of emojis and icons helps to immediately identify the function of Buttons and Quick Answers.<\/p>\n\n<h3 class=\"wp-block-heading\" id=\"13-confirmez-les-actions-dacquisition-demail-dabonnement-etc\"><span class=\"ez-toc-section\" id=\"Confirm_email_acquisition_subscription_actions_etc\"><\/span>Confirm email acquisition, subscription actions, etc.<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>It\u2019s a question of transparency for the user. Think RGPD! This strengthens the relationship of trust with your ChatBot and therefore with your brand.  <\/p>\n\n<p>A notification to which the user has not voluntarily subscribed will be considered as spam.<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant14.png.webp\" alt=\"\" class=\"wp-image-1621\" style=\"width:331px;height:162px\"><\/figure>\n<\/div>\n<p><strong>Tip<\/strong>: Always include the option to unsubscribe from ChatBot notifications. In the persistent menu, for example. <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"14-ne-demandez-pas-plusieurs-fois-la-mme-information\"><span class=\"ez-toc-section\" id=\"Dont_ask_for_the_same_information_several_times\"><\/span>Don\u2019t ask for the same information several times<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>A robot is not supposed to have memory problems. Once the user has answered a question, don\u2019t ask it a second time.  Remember to store responses in chatbot variables once and for all. <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant15.png.webp\" alt=\"\" class=\"wp-image-1623\" style=\"width:352px;height:154px\"><\/figure>\n<\/div>\n<p><strong>Tip <\/strong>: When you ask a question, include alternative sequences in your bot when the user has already answered it.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"une-fois-le-chatbot-lance\"><span class=\"ez-toc-section\" id=\"5_Once_the_chatbot_has_been_launched%E2%80%A6\"><\/span>5. Once the chatbot has been launched\u2026<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>It\u2019s not all over yet! The first few days of use will be crucial in checking that your chatbot is behaving properly. Misdirections can always happen, so you need to remain vigilant and correct your aim if necessary. Likewise, analyzing the statistics will enable you to improve your chatbot.   <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"15-vitez-les-redondances\"><span class=\"ez-toc-section\" id=\"Avoid_redundancy\"><\/span>Avoid redundancy<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>The most common example is the default message when the ChatBot doesn\u2019t understand the user. Most of the time ChatBots simply reply in a loop \u201cSorry, I don\u2019t understand.\u201d  Nothing could be more frustrating for a user. <\/p>\n\n<p>In this case, the first thing to do is to include variations in the answers (EX: \u201cI\u2019m not sure I understand\u201d, \u201cI\u2019m only a ChatBot, I can\u2019t know everything\u201d, etc.). I\u2019m only a ChatBot, I can\u2019t know everything\u201d, etc.). <\/p>\n\n<p>The second is to offer an alternative when the ChatBot really can\u2019t answer a question\u2026 You can, for example, configure your Botnation Chatbot so that after the 3rd error message, it explains its scope of action again, and offers options in the form of buttons (return to menu, help section, contact us\u2026).<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant16.png.webp\" alt=\"\" class=\"wp-image-1625\" style=\"width:413px;height:134px\"><\/figure>\n<\/div>\n<p><strong>Tip <\/strong>: The Chatbot can also suggest contacting a physical person in chat<a href=\"https:\/\/help.botnation.ai\/fr\/articles\/1865581-fonction-de-transfert-escalade-pour-transferer-la-discussion-vers-un-humain\">(escalation to human<\/a>).<\/p>\n\n<h3 class=\"wp-block-heading\" id=\"16-prvoyez-le-retour-dun-utilisateur\"><span class=\"ez-toc-section\" id=\"Plan_for_the_return_of_a_user\"><\/span><br>Plan for the return of a user<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>When a user returns to your ChatBot, it\u2019s important that they don\u2019t repeat the same process as the first time.<\/p>\n\n<p>He already knows your Bot, so there\u2019s no need to explain it all over again. Just get to the point. Take advantage of the information gleaned from his previous visits to feed him personalized content.  <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant17.png.webp\" alt=\"\" class=\"wp-image-1627\" style=\"width:432px;height:187px\"><\/figure>\n<\/div>\n<p>Tip: You can change the greeting for this occasion (e.g. \u201cNice to see you again X! What can I do for you this time?\u201d). <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"17-grez-les-questions-et-messages-hors-sujet-courants\"><span class=\"ez-toc-section\" id=\"Manage_common_off-topic_questions_and_messages\"><\/span>Manage common off-topic questions and messages<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>Think back to the first time you used Siri. You probably asked a bunch of incongruous questions to see how she would react. Tell yourself that your users are going to do the same with your ChatBot.<br>For a truly user-friendly experience, you owe it to yourself to answer them. This is the perfect opportunity to give your ChatBot some personality.   <\/p>\n\n<p>Don\u2019t lose sight of the image you want to convey. If you\u2019re making a <a href=\"https:\/\/botnation.ai\/en\/bank-of-polynesia\/\">Banking ChatBot<\/a>, it may not need to tell jokes to amuse the user. A simple \u201cSorry, but I\u2019m a strictly professional ChatBot. How about we get back to more serious matters?\u201d will do the trick. The important thing is to respond.   <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant18.png.webp\" alt=\"\" class=\"wp-image-1629\" style=\"width:383px;height:148px\"><\/figure>\n<\/div>\n<p>Tip: Your ChatBot will receive insults \u2013 unfortunately, this is unavoidable. Choose to ignore them rather than respond. Even with humor, this tends to encourage this type of user.  <\/p>\n\n<h3 class=\"wp-block-heading\" id=\"18-multipliez-les-kpis-et-les-donnes-utilisateurs\"><span class=\"ez-toc-section\" id=\"Multiply_KPIs_and_user_data\"><\/span>Multiply KPIs and user data<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>It\u2019s vital to know your users and how they use your ChatBot. To do this, integrate as many variables as possible into your ChatBot, whose value will change according to your users\u2019 behavior and choices (e.g. Variable \u201cCentre_interet\u201d -&gt; Value \u201cSport\u201d or Variable \u201cPassage_Rubrique_Tarifs\u201d -&gt; Value \u201cYes\u201d). <\/p>\n\n<p>We advise you to configure your statistics in the dedicated tab, by adding tracking tags and creating conversion funnels.<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant19-1024x332.png.webp\" alt=\"\" class=\"wp-image-1631\" style=\"width:512px;height:166px\"><\/figure>\n<\/div>\n<p>Tip: Export your chatbot\u2019s user data to Google Sheets and benefit from the power of this spreadsheet to analyze it.<\/p>\n\n<h3 class=\"wp-block-heading\" id=\"19--utilisez-les-notifications-de-manire-cible\"><span class=\"ez-toc-section\" id=\"Use_notifications_in_a_targeted_way\"><\/span>Use notifications in a targeted way<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p> <br>Used properly, your ChatBot\u2019s notifications can become a surgical targeting marketing tool. There are several types of notification: one-off (at such and such a time, on such and such a day), periodic (every X days at such and such a time) and follow-up (triggered after X amount of inactivity). <\/p>\n\n<p>Thanks to the data you\u2019ve accumulated on your users, you\u2019ll be able to target them precisely and send them highly personalized messages, considerably increasing their chances of being read. <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"726\" height=\"283\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant20.png.webp\" alt=\"\" class=\"wp-image-1633\" style=\"width:363px;height:142px\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant20.png.webp 726w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant20-300x117.png.webp 300w\" sizes=\"(max-width: 726px) 100vw, 726px\" \/><\/figure>\n<\/div>\n<p>Tip: In an e-commerce ChatBot, use a \u201cshopping cart abandoned\u201d notification when the user has selected a product but hasn\u2019t gone any further in the conversation.<\/p>\n\n<h3 class=\"wp-block-heading\" id=\"accompagnez-votre-chatbot-dans-son-apprentissage\"><span class=\"ez-toc-section\" id=\"Accompany_your_ChatBot_in_its_learning_process\"><\/span>Accompany your ChatBot in its learning process<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>A ChatBot is never finished. Once it\u2019s been published, the learning curve begins.<br>It\u2019s important to monitor how your users use it. It is only on the basis of this data that you can correct\/educate the ChatBot.<br>The vocabulary used by your users will undoubtedly be very different from what you had planned. So you\u2019ll need to constantly teach your ChatBot new expressions.   <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"741\" height=\"265\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant21.png.webp\" alt=\"\" class=\"wp-image-1637\" style=\"width:371px;height:133px\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant21.png.webp 741w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/02\/Chatbot-performant21-300x107.png.webp 300w\" sizes=\"(max-width: 741px) 100vw, 741px\" \/><\/figure>\n<\/div>\n<p>Tip: Botnation offers A\/B testing of all your ChatBot content. We even have an automatic optimization tool. We also have a keyword recommendation engine.  <\/p>\n\n<h2 class=\"wp-block-heading\" id=\"conclusion\"><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span>Conclusion<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>A chatbot, more than any other, doesn\u2019t forgive a bad first impression. Even if you add buttons and videos, it\u2019s still a conversation. And the fluidity of that conversation is essential.  <\/p>\n\n<p>This list of tips is not intended to be exhaustive, but if you follow them, you\u2019ll avoid many pitfalls.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Of the 300,000 ChatBots created on Messenger, the vast majority offer a poor and disappointing user experience. This is because it\u2019s still a young medium and, logically, most ChatBot creators lack experience. The BOTNATION team, which has been present since the emergence of this conversational revolution, has decided to share with you a list of [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":1596,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[362],"tags":[365],"class_list":["post-1713","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chatbot-en","tag-top-en-2"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/1713","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/comments?post=1713"}],"version-history":[{"count":0,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/1713\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media\/1596"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=1713"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categories?post=1713"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/tags?post=1713"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}