Tweaking chatbot behaviour
There are a couple of tweaks I'd like to see if I can implement with chatbot - has anyone managed to acheive these?
- Speed up the "typing" (any message from chatbot longer than a few words seems to take too long to turn up)
- Show the restart conversation option to visitors all the time, not just at the end of a playbook sequence.
I'll post back if I find a way, but any ideas (or even solutions) much appreciated.
Comments
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Both suggestions are important.
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Thanks for sharing @Daniel Merriott I've added the "feedback" tag to your post so that our team will see it!
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Thanks @Mike van der Valk . In discussion with one of your colleagues on another support ticket we captured some high-level requirements for this which I think have gone off to the product manager. In essence:
For (1) as the delay is proportional to the length of the text, I have suggested either the delay be reduced or a maximum delay be introduced. It's clear we're talking with a robot so applying some limits shouldn't impact negatively on the 'conversational' experience. For example, it can take 4.5 seconds for "Can I please have your email so a member of our sales team can follow up with you as soon as possible?” to appear. These seconds add up quickly and lead to disengagement. As a rule of thumb, my thinking is this should be quicker and easier than the customer navigating to my contact page and submitting a form.
For (2) if a customer abandons a sequence then the chatbot just waits and waits and is of no further use in engaging the customer. E.g. if a customer is not ready to provide an email just yet, I'd like them to be able to restart and have the chatbot help them in other ways.
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Daniel said:
Thanks @Mike van der Valk . In discussion with one of your colleagues on another support ticket we captured some high-level requirements for this which I think have gone off to the product manager. In essence:
For (1) as the delay is proportional to the length of the text, I have suggested either the delay be reduced or a maximum delay be introduced. It's clear we're talking with a robot so applying some limits shouldn't impact negatively on the 'conversational' experience. For example, it can take 4.5 seconds for "Can I please have your email so a member of our sales team can follow up with you as soon as possible?” to appear. These seconds add up quickly and lead to disengagement. As a rule of thumb, my thinking is this should be quicker and easier than the customer navigating to my contact page and submitting a form.
For (2) if a customer abandons a sequence then the chatbot just waits and waits and is of no further use in engaging the customer. E.g. if a customer is not ready to provide an email just yet, I'd like them to be able to restart and have the chatbot help them in other ways.
I fully support @Daniel Merriott position on this.
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It's really important to speed up the Q&A in the chatbot. Too long to wait each question. Please introduce a way to reduce the time between each question.
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I just started using the chatbot, and I agree with these 2 functions. I added a 3rd, which is making the chatbot work smarter in the playbook area.
https://community.pipedrive.com/post/chatbot-feature-request-60da30eaf3eccb2c750673760