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What to Look for When Developing a Chatbot for Your Business

Thinking of using a chatbot to enhance customer engagement and streamline certain processes? In this article, discusses what to keep in mind when creating your custom bot. 

Define Your Objectives Clearly

What should your bot do? What goals should it achieve and what’s its main functionality? Is it there to:

  • Provide customer support
  • Generate leads
  • Assist with product recommendations?

   Each of these functions are slightly different, meaning you’ll need to alter the learning program accordingly.

Understand Your Audience

Now consider your end users. What do they want the bot to do? Think about its tone, language, and how it will interact with your customers. The chatbot represents your brand, so make sure it does a good job by mimicking an in person interaction.

For example, students might enjoy artificial intelligence with a fun twist. However, if you’re dealing with company CEOs or investors, you might want to adopt a more professional tone.

Select the Right Platform

Now go to where your customers are most likely to be. Do they prefer instant chat on your website, messaging apps, or social media? Whatever the case, take the product to your clients for the best results overall. Also be sure to tailor the chatbot to meld in with the format perfectly.

User-Friendly Design

It’s tempting to splurge on the latest effects and design. However, consider the technology your users have at hand. Too many bells and whistles are bound to slow things down, causing more frustration. Rather keep it simple, easy to navigate, and intuitive to use.

Use Natural Language Processing 

Incorporate advanced NLP capabilities so your bot can understand and respond to user queries in a conversational manner. This enhances the user experience and makes interactions more natural.

It also reduces frustration when the client can’t find the exact phrase or word to use. The algorithm can intuit it from the general context of the message.


Customers expect companies to know who they are and what they want. Therefore, you need to incorporate personalization features to make the experience more tailored to individual users. AI’s amazing data processing capabilities are an asset here, so use them to provide relevant recommendations and information.

Integration with Existing Systems

It’s easy to get caught up in the excitement of creating a new digital tool and then try to integrate it with your existing CRM tools later. Start with your CRM system in mind, and build the bot to work with it seamlessly.  This makes the bot more accurate and reduces the chance of bottlenecks between the two systems.

Security and Privacy

Are you creating an app for your users? You must prioritize the security and privacy of user data as you would with your internal management systems. Do this by Implementing high-level encryption and other security measures to protect sensitive information. Then clearly communicate your data privacy policy to users, so they feel comfortable using the system.

Testing and Iteration

Even with the most careful programming in the world, it’s possible for bugs to creep in. Before letting your chatbot loose on the public, test it out. Get your employees to take it for a spin, or hire a testing group. Take note of any constructive user feedback to tweak the bot.

You shouldn’t ever really consider the testing and tweaking phase over. You’ll need to update the algorithm over time as customers’ expectations and technology changes.


You should design the chatbot architecture to handle increasing loads as your business grows. Consider the scalability of the infrastructure and have a plan in place to accommodate a larger user base when it becomes necessary.

Human Handoff

Now’s the time to think about how you’ll ensure a smooth transition from the bot to a human agent if the former can’t answer a query. It’s also worth considering giving your clients the option to speak to a human from the start. This may prevent frustration if they prefer a more personalized touch or if they feel their query is too complex for AI.

Analytics and Performance Monitoring

You’ll need to monitor the performance of your new tool and check the user interactions to see how accurate it is. This also allows you to identify popular queries and create templates for the AI. Check your customer’s feedback and look for ways to improve your bot’s functionality.


Don’t forget to let your legal team take a look at the way the AI answers questions, especially if you work in a highly regulated industry. You must also ensure compliance with the strict data compliance laws governing your home country and any others you operate in.


Creating a chatbot isn’t something you can rush. By carefully considering these factors, you can develop a tool that not only meets the needs of your business but also provides a positive and valuable experience for your users.