A customer told me my AI chatbot sounded like a robot from 1995

Last month at a coffee shop in Austin, a guy showed me a screenshot of my chatbot saying 'Please hold while I process your request' and told me it felt like dial-up internet. I swapped the script to say 'Looking that up now' in a casual tone and my open rates jumped 30%. Has anyone else tweaked their bot's voice and seen a big shift in engagement?

2 comments

2 Comments

umab3526d ago

Wait, did you really see a 30% jump just from changing the tone? I used to think the script didn't matter that much as long as the bot worked. But I had a similar thing happen when I dropped the formal "processing" language and just started saying "got it" or "give me a second." My customers started actually finishing their orders instead of bouncing halfway through. It's wild how much the little words can change how people feel about the whole experience.

jordan13425d ago

Yeah @umab35, you nailed it with the "got it" switch, that's exactly the kind of thing I saw too. People just don't trust robotic language, it makes them feel like they're talking to a wall instead of a person. Once I cleaned up my bot's responses to sound more like a real assistant, the drop-off rate started falling almost immediately.