AI Chatbots For Dummies Cheat Sheet

If you’re interested in employing AI chatbots for your business, you’ve come to the right place. This article contains all the important stuff you need to know about what metrics to track; a quick list of things to do (and not do) with AI chatbots; and details on how to stay compliant with chatbot platform rules and government privacy laws.

AI chatbot metrics to track

Here are the important metrics you need to track using your chatbot platform’s analytics tools:

• Open rate: How many users see your chatbot message. This metric shows how compelling your message is.

• Click-through rate (CTR): How many users click buttons or links, which measures user engagement and how effective your prompts and/or offers are.

• Conversion rate: How many people complete your desired action, such as buying a product or signing up for a course. This metric directly ties your chatbot’s performance to your business goals and shows the chatbot’s return on investment (ROI).

• Opt-in rate: How many users agree to receive future chatbot messages, such as updates or promotions the chatbot offers.

• Fall-off rate: Where users drop out of the chat flow before they complete your desired action.  

• User satisfaction: Ratings or feedback after a chat, such as through a brief survey.

• Retention: How many users come back and use your chatbot again.

Simple dos and don’ts when building your AI chatbots

Here’s a list of things to do and not to do when you’re building and training your AI chatbots.

Dos

To make your chatbot experience as valuable as possible for your users, do the following:

• Keep conversations clear and concise.

• Set clear expectations about what the chatbot can and can’t do.

• Personalize interactions whenever possible, such as by using the user’s name and preferences.

• Make connecting to a live human within the chatbot easy for users.

• Test your chatbot regularly and use the feedback to make your chatbot more helpful for users.

Don’ts

Here’s what not to do with your chatbot:

• Don’t overload users with too much information at once.

• Don’t pretend your chatbot is human. Be transparent about what your chatbot is and isn’t.

• Don’t ignore analytics and user feedback.

• Don’t put off improvements to your chatbot until a set time, especially if analytics and feedback show you need to act promptly.

• Don’t make exiting the conversation or starting over hard for users.

• Don’t be irresponsible when handling user data.

How to stay compliant with your AI chatbot platform

You don’t want to run afoul of your AI chatbot platform’s rules and requirements. Violating them may result in your getting kicked off the platform, which would mean spending more money and time to find a new one. Here are six reminders to stay in your platform’s good graces:

• Get permission. Always get explicit user consent before sending promotional messages or storing personal data.

• Be transparent. Clearly tell users they’re interacting with a chatbot, not a human.

• Provide opt-outs. Offer an easy way for users to unsubscribe or stop receiving messages at any time.

• Respect messaging limits. Follow platform guidelines (such as Facebook Messenger’s 24-hour rule) on how and when you can send users follow-up or marketing messages.

• Manage data responsibly. Comply with data privacy regulations like GDPR in the European Union or CCPA in California. Don’t collect more data than you need, and keep that data secure.

• Follow platform policies. Don’t write prohibited content, which includes (but may not be limited to) spam, misinformation, or inappropriate language.

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