Adding “more personality” to chatbots can expand its functionality and capacity to engage

New Ideas in MarketingEssential news for marketers, summarised by YouGov
October 22, 2019, 11:48 AM UTC

According to Epsilon, 80% of consumers are more likely to purchase from a brand that provides a personalised experience.

This piece recommends marketers should use chatbots to ask simple and relevant questions to know and understand their prospects. It can help brands humanise their bot campaigns and engage with their audiences in a personalised manner.

The author opines that marketers should maintain context within their chatbot conversations. Chatbots should be able to keep track of user order history and offer items related to their past purchases. An efficient chatbot should be able to analyse user intent and consequently suggest relevant products to the customer.

The bot should have an understanding of how to modify conversations based on different situations and users. Marketers should also add visual flair to their chatbot conversations by using images, emojis and GIFs to enhance engagement rates.

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[3 minute read]