After a long chatbot development phase the expected release of your chatbot is finally coming. In the following you can learn more about six relevant aspects that belong to a successful Chatbot Go Live.

 

1. The Right Marketing

Whenever you reveal a product, it is important to think about a marketing or communication strategy in advance. Of course, this depends primarily on your chatbot Use Case. When we talk about an internal chatbot that answers questions on the intranet, e-mails, blog posts on the intranet or even offline flyers are the right choice to market the chatbot to your colleagues. With such a chatbot, there is a lot of potential in including features that could encourage frequent use or be viral. For example, if questions about the daily menu of the canteen or the employee directory can be answered. Facebook Messenger even offers QR codes to print out, which will redirect you to the chatbot after the scan. It really depends on the messaging platform itself. If you want to set up new communication channels like a WhatsApp number or a new chat window on the website instead of integrating a chatbot into existing ongoing messaging interfaces, it makes a big difference in marketing.

 

2. The "LOUD" Release

For example, a "loud" publication of the chat bot makes more sense if a new communication channel is started. Let's assume it's a WhatsApp-chatbot. Then it's a matter of figuring out how to market this number to customers. This means that the messages can be distributed via social media channels, newsletters, online ads, but also added to the landing page "contact". If the chatbot adds special functionalities to the chat, such as push notifications in the Facebook MessengerIt is also advisable to market this "loudly", as it brings new added value to the customer. Basically: Plan a "loud" publication, if the communication with the chatbot is to be promoted.

 

3. The "Silent" Release

If you have live chat functionality on your website and are considering integrating a chatbot, a "loud" posting would not be necessary in this case. Your customers will most likely write with the chatbot as they have done with live agents before. Nevertheless, the start message should officially announce that users are now interacting with a chatbot. Always be transparent. In addition, one should clearly communicate that users can also be forwarded to a real employee if desired. Basically: Plan a "silent" publication if the communication is to be automated.

 

4. Expectation Management

Since chatbots are a new technology for many, people's expectations of their functionality, especially in terms of natural conversation, can vary greatly. It is therefore essential to make future users aware of this. If users clearly understand what the chatbot's capabilities are, we can counter false expectations and ensure a positive user experience. This is especially true for colleagues, but also for managers within the project. Scientists have also found that people with a technical affinity in particular are better able to judge the abilities of chatbots and are more likely to forgive mistakes. People with less technical affinity usually approach the use of the chatbot with very high demands and show a higher frustration rate. As a product owner, you should inform such target groups about the topic, especially before the upcoming release.

 

5. The Release Date 

The release date of the chatbot should be well thought out, as there are many factors that could influence the go-live positively as well as negatively. On the one hand, seasonal and temporal events must be estimated. Are there holidays at that time? Vacation? Or other important events related to your company's products or services, which may increase or decrease customer service traffic? These include, for example, the launch of new products, special offers, but also the relaunch of a new website or app. Before the Go Live, all customer service agents should of course also be informed about the use of the chatbots and as the case may be have undergone training if a human handover should occur.

 

6. The Go-Live Day

The actual go-live tag of the chatbot should have one above all: Support. Because the testing that should have taken place before could cover many potential sources of error, but you will never be able to publish a 100% perfectly working system. For example, a chatbot release on Facebook Messenger did not notice that all users who have already interacted with the Facebook page and rewrite it will not notice that a chatbot is now responding. Normally you see a "Get started" button as a new user and you get a welcome message in which the chatbot introduces himself. Here it is now a matter of finding technical solutions quickly, so that existing users also get to know the chatbot. It is best to plan sufficient capacities in advance in order to implement technical solutions as quickly as possible for such unforeseeable cases.

 

After the release, it is incredibly important that you continue to train your voice or chatbot regularly. You can find out how to do this in our white paper "Chatbot Operations":