Top 10 Chatbot and Voicebot Fails to Avoid #1 – Feedyou

Top 10 Chatbot and Voicebot Fails to Avoid #1

We bring a comprehensive breakdown of top 10 failures and how to avoid them when building chatbots and voicebots.

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Vojtěch Dlouhý
CEO & Co-Founder @ Feedyou

11. 8. 2023

Learn from the top 10 failures in chatbot and voicebot development we see among our customers and partners. We bring a comprehensive breakdown of common failures and how to avoid them.

Failure number 1️⃣

❌ No business objective hence low customer experience

When designing chatbots and voicebots, it’s very common for people to overlook the customer’s perspective.

They don’t consider:

  • Business objective – customer support, lead generation, after-sales support etc.
  • Value for your customers – the most important customer aspects are resolution time, resolution quality (accuracy),  support team availability, …
  • How your customers solve their issues now
  • How chatbot or voicebot would improve the current status quo

How you should get started:

  1. Analyze your processes (for example customer support touch points) 
  2. Define what the chatbot or voicebot will be solving
  3. Involve your customer support team
  4. Assign responsibilities
  5. Calculate business impact

Failure number 2️⃣

❌ Pure copywriting

Text dialogs are 99% of a chatbot and voicebot communication (the rest are emojis, multimedia content like images, videos and STT/TTS when it comes to voicebots). Copywriting (conversational design in our terminology) is essential. ☝️

Common failures:

  • No defined persona
  • Not disclosing the communication is held by a virtual assistant
  • Lengthy texts (no-go for voicebots especially)
  • Unclear conversational structure
  • Answers in one long chat bubble
  • No buttons to navigate through the conversation
  • Fonts not corresponding with websites
  • No branding
  • No emojis
  • Wrong emojis

Tips to improve your chatbot and voicebot copywriting:

  1. Involve your marketing team
  2. Create an internal team from various departments and roles to test
  3. Test responsivness on multiple devices – mobile, tablet, desktop
  4. Ask your family and friends to try (different age groups if possible)
  5. Take a course (for example at Conversation Design Institute)

Here are some examples of intro messages for our customers:

Good morning, my name is Simona and I am a virtual assistant for Sportisimo. 👋 I know the answers to the most common questions and I’m happy to help you with your order.

Hello! I’m chatbot Martin and I can find you a suitable job in your chosen location. Shall we get started? 🙂

Hello, this is virtual assistant Tom. I’ll help you find answers to your questions fast! What can I help you with?

Добрий день! Я чат-бот Мартін, і я вмію знайти відповідну для Вас посаду в обраному місці. Ми можемо почати? 🙂

Good evening. Welcome to Toyota! 🙂 I’m chatbot Anna and I’ll go over all the information you need to know about our cars with you. Come and get your dream car! ❤️

Failure number 3️⃣

❌ Long texts

Don’t write essays because:

  • Audience’s attention span is short
  • They will stop reading or listening to you
  • Customers will bypass the chatbot or voicebot
  • Chatbot or voicebot usage will be low
  • Business gains will lower over time

On top of that, you spend more money on traffic. Chatbots are usually priced for chat interactions / incoming and outgoing messages, and for voicebots you usually pay per call-minutes.

Tips to improve:

  1. Get straight to the point
  2. Remove unnecessary information
  3. Remove marketing slogans
  4. Break long text under more chat bubbles or involve buttons
  5. Ask questions and gradually provide information according to the customer’s needs and context

Failure number 4️⃣

❌ Different branding and tone-of-voice

WebChat design:

  • Chat color and style is not aligned with your brand identity
  • Different font then on your website
  • Brand identity not reflected in the copywriting

Tips to improve:

  1. Use WebChat welcome pop-up message
  2. Choose appropriate color for chat and buttons
  3. Set the same font, size and spacing as on your website
  4. Use your marketing characters
  5. Use your product / service terms
  6. Use your tone-of-voice (formal / informal, nodding / howling, company jargon etc.)
  7. Custom-Neural-Voice as part of your sonic identity
  8. Use avatar of your employee to attract users
  9. Use emojis to catch attention
  10. And don’t hesitate to use GIFs – thank us later 🙂 

Failure number 5️⃣

❌ Not using buttons or using just buttons

To press a button is faster than writing on a keyboard (or dictating to a microphone). It’s even more valid if you know that roughly 63% of communications are from a mobile phone.

Wrong conversation design:

  • Using button-based chatbot only
  • Not using buttons at all
  • 4+ buttons in one answer
  • Long titles in buttons
  • No way to go back (no return button)

Tips to improve:

  1. Combine AI (Natural Language Processing and Understanding – NLP/NLU) with buttons to navigate the customer through the conversatio
  2. Use sub-questions and sub-answers if you need 4+ buttons
  3. Split long text between buttons
  4. Add emojis to self-explain
  5. Add multimedia content (images, videos, GIPHs etc.) to self-explain

These five are just the beginning…

Let’s create something amazing