What makes some chatbots better than others?

Jul 29, 2020

Chatbots have the potential to transform the healthcare industry, making information more accessible and saving lives.



The internet is full of tools to create chatbots, and it seems that almost anyone could build one, but one question often remains unaddressed: what makes some chatbots better than others? Is it just a matter of technology and marketing or is there something more?

To address the question, we’ll rephrase it using a different industry: the world is full of stores that sell bricks, mortar, cement, and steel, so why are some buildings better than others? The answer is obvious: knowing how to design something and how to use each tool is often more important than the tools themselves.

Why designs matter

A great chatbot will be loved by its users, both inside the company and outside, and become a valuable business asset. It will be resilient, adaptable, and solve problems. An “ok” chatbot will be welcomed at first, but as its design flaws come to light, users will start avoiding it and see it as a source of problems rather than solutions.

To continue our architectural analogy, a badly designed building will simply collapse, but the difference between an “ok” design and a great one will only become evident over time or when a storm or earthquake puts it to the test. For a company, having a chatbot that caves under pressure or slowly frustrates its users can be a recipe for disaster. Choosing the right development partner and tools is vital for success.

Designing a chatbot

A good chatbot designer will always follow three key steps: assessment, flow design, and testing. The goal of the assessment is to understand what the company needs, and how the chatbot will interface with other company systems. It requires a clear understanding of both the technology and management side and is essential to good chatbot design.

The second step focuses on the flow of the conversation within the chatbot. It is the heart of many chatbot designs and if done well it should create a pleasant and smooth experience for the user. If done poorly it risks creating endless loops, or worse getting the chatbot stuck and unable to help a user.

The last step, testing, is the last chance for a chatbot designer to find and correct problems, and it requires a surprising level of expertise to identify all edge cases and other areas that might reveal weaknesses. Once these steps are completed the chatbot will be ready to start operations, making life easier for its users and helping the company’s bottom line.

If you are thinking of getting a chatbot for your company, it will be crucial to choose a reliable partner like Sanuker to build it. Getting started is easy, just click on the contact link below and our team will be in touch to help you.