3 Chatbot User Testing Hacks: Don’t Let Your Users Frown Because of Your Chatbots
“Sometimes life hits you in the head with a brick. Don’t lose faith.” - said Steve Jobs, former Apple (now a trillion dollar company) CEO and an inspirational icon for tech enthusiasts. Well, created and maintained by world’s smartest brains, the Steve-Jobs founded company developed the (almost) flawless Siri, an AI-powered chatbot that understands human queries well enough.
However, not all the Chatting mobile app development companies are fortunate enough to afford the best programmers in the world like Apple. With limited resources, limited staff, and poor user testing, their chatbots sometimes reply in the following ways when asked a question.
The chatbot I countered while I was looking to order a dish of my choice was obviously unable to understand my intent. Let’s call it the FoodBot. Here’s how the conversation went like:
FoodBot: Welcome to XYZ restaurant, the best in the Houston. I am the FoodBot and I will be assisting your today. So what is it today you are craving from?
FoodBot: Sorry, I didn’t get that.
FoodBot: Sorry, I didn’t quite get that. Could you please elaborate?
Me: South Indian Dosa
FoodBot: Sorry, I couldn’t understand. Is there anything else you would like to order?
Me: yes, Idli Sambhar
FoodBot: Sorry, I didn’t get that.
For a short-tempered guy like me, a conversation this long and with no conclusion is enough to annoy me as well as for setting a reminder in my mind to never order from the same restaurant ever again. So that is pretty much why chatbot user testing is so crucial. And here’s what you should take into consideration:
1. The 60 Second Rule
If your chatbot can’t take a user (or a customer) from where he begins to where he wants to go in less than 61 seconds, it is ‘too’ complicated. If you are an avid digital marketing material reader, you already know that the attention span of today’s internet users is as much of as a bacteria’s lifespan. And you need to show your magic in less than 60 seconds.
2. Typing Indicators
Think of a situation where you are talking to a complete stranger for a service you need. You ask a question and wait for the stranger to reply with either a positive or a negative. But the stranger goes into a kind of a deep thinking mode without twitching the expressions on his face, leaving you clueless on whether you receive an answer or not. The same kind of dilemma your customer may experience if you don’t use a typing indicator in your chatbot. Because no one wants to look awkward or rude.
3. For the Things that are Out of Your Control
No matter how many user tests you run, your chatbot will never be flawless. Even Amazon’s Alexa, Google Assistant, and Apple’s Siri keep experiencing criticisms about their randomly occurring flaws. It might be caused due to a wrong input user inserts or a glitch in the programming. In both case, let your customers know. You can ask them to double-check the spellings or apologize for the inconvenience.
Chatbots, both structured and AI-powered is probably the next big things in the world of technology and will definitely receive a massive amount of investment in the near future. But the angel investors will knock the doors of your bot development firm only if your chatbots don’t lack. Moreover, working on your chatbot’s design will also help you develop simple yet intuitive interfaces for your chatbot.