Chatbot Script

Last Updated: April 27, 2024

Chatbot Script

Chatbots are specific types of AI that will act as digital customer service providers with limited reach and functionality. They only partially take over the job of a customer service provider. Still, they will instead act as a filter for more complex conversations, contexts, themes, and tones that will require human conversation and interaction.

Rule-Based Chatbots Script

Chatbots can automatically provide conversation pieces to customers without the need for a person to write the script for them. This will include a short introduction or introductory paragraph and a set of rules and parameters which the person will include in the back end. These parameters will act as the rules that will dictate how the bot will interact with the person, the said parameters should also include what type of question the chatbot will relay to a human customer service provider.

AI Chatbots Script

A chatbot can utilize a base amount of scripts that will provide elements and characteristics to the AI-generated conversation. A person can provide basic greetings and an introduction with a few conversational quirks that will allow the AI to conduct machine learning. For example, the person can add “OMG! Hello girl, my name is Tiffany and I am going to be your newest friend! Excite!”, with this base script the said AI can provide and generate responses based on this initial script.

Chatbot Scripts for Increasing Sales

Chatbots can act as basic customer service providers that can gather data by initiating surveys through the use of survey questions in the script. For example, one can set the chatbot to message the customer when they have left the cart without checking out the products or services in it. The chatbot will then provide basic close-ended choices the customer can use to provide to the business, which will end up letting the business gather important customer data to increase sales.

Order Placement Chatbot Script

One of the best ways to utilize a chatbot is to provide one on the product or service’s order page. For example, when the customer opens the product page and they have a specific question, They said customer may click the chat button, which will initialize the whole conversation. The chatbot can begin the conversation with “Hello there! I am (Name of Bot), do you have any questions regarding the product?”, then one can branch it out to various responses and choices the customer can move the conversation with.

Lead Generation Chatbot Script

People can use chatbots to mass-send leads that can hopefully generate organic leads and interest that will act as advertisements for the business’s products or services. You can start with a chatbot greeting that will say greet the potential customer and provide the said customer with decisions that will cascade into various products depending on the context of the conversation.

Handling Returns Chatbot Script

A person can create a chatbot to handle digital return requests in a digital storefront. For example, one can adjust the parameters of the chatbot script to determine how many days the person has held the said product and redirected them to the correct response. If the chatbot was properly done, then the customer will have a smooth and peaceful experience without the need for human attention and interaction. You can begin the chatbot script by letting the bot explain the store’s business return policy and provide a decision to start the return process or to leave the chat.

NLP Chatbot Script

NLP or National Language Processing is one of the most important aspects of a chatbot as it will allow the AI to determine the context and topic of the conversation. This is primarily done through machine learning and the AI’s ability to detect tone and keywords. When creating a chatbot that utilizes NLP, you will need to feed specific rules, regulations, and words that will create various chat trees. For example, a person can begin by letting the Chatbot greet the customer when they click the chat button. Then the chatbot will provide the said customer with three choices that will span different contexts and conversations.

Social Media Chatbot Scripts

One can use chatbots to redirect customers to one’s social media through the proper use of chatbot scripts. For example, if The customer presses the order received button on the order webpage, Then a chatbot will appear and will ask if the customer wants to provide feedback on the product and if they want to share their feedback on Facebook, Instagram, or Twitter.

Automatic Reply for Missed Conversation Script

A person can program the Chatbot to follow up on a missed conversation or to talk to a customer that had elapsed a specific amount of time with no reply. For example, if the customer did not engage in the chatbot conversation, the person can program the specific chatbot to say goodbye to the customer and if they want to provide feedback for the bot, webpage, or product.

Customer Feedback Chatbot Scripts

A business can utilize chatbots to obtain and gather customer feedback. One can accomplish this by using the NLP decision tree and creating a trigger that will activate the chatbot and ask the customer for their feedback. For example, when a customer finishes their purchase the chatbot will activate, said chatbot will then ask the customer about their experience on the website and will provide 3 choices which can be close-ended or open-ended. The 3 choices will then move to different directions where it will log the customer feedback and notify the business owner or the employee.

Ordering a Phone Call Chatbot Script

A person can also program the chatbot to call a human customer service representative to attend to the customer’s needs. For example, the person can develop a chatbot to ask if the customer would want to connect to a human customer service representative. The said chatbot will then provide the customer with the appropriate choices,

Chatbot Scripts for Greeting New Visitors

A good product or service business should create a chatbot that will ping and greet new customers or visitors to their digital storefront. For example, one can develop a chatbot script that will greet new customers on the page through a small chat bubble on the bottom right corner of the webpage. Then the chatbot will send an automated message introducing itself and will ask how the customer wants to be called or identified.

Chatbot Scripts for Follow-Ups

A good business can develop a chatbot script that will ping the person after the person has browsed a specific webpage for a certain amount of time. The person can develop the chatbot to interact with the person and indicate a specific offer or discount that can push the person to buy a specific product or service.

Chatbot Script for Customer Support

One can create a chatbot script that incorporates NLP to provide 24/7 customer support to a potential customer. For example, one can develop or code the chatbot to greet the customer and then give them keywords that will lead to various outcomes in the decision tree. For reference, you may use the image below this header.

Chatbot Scripts for Order Placements and Returns

A person can create a chatbot script that will allow the customer to place orders or start the return process of a specific product or service on a digital storefront. For example, one can ask the chatbot to refer products similar to a chosen one, which will then allow the customer to add the referred product to the cart.

Chatbot Script Build the Dialogue Tree

A dialogue tree or a decision tree is a structured outline that will help the bot and customer navigate through pre-determined inputs to reach a specific goal, objective, or output. The elements of a decision tree are the trigger, message, decision, and output. A complete dialogue or decision tree will need the following elements integrated into it.

Introduce Your Chatbot Script

One can write a chatbot script that will introduce the bot to the customer and outline the usage, objective, and goal of the bot in an immersed and interesting way. For example, you can write a chatbot script like this “Hello there friend! My name is Thomas, but you can call me Tommy. How would I assist you today?”. This will not only engage the customer, but it will also make the interaction interesting and wholesome.

Personalize the Conversation Chatbot Script

The person can personalize a chatbot to make them unique and different from other types of chatbots available in the market. Not only that, but the chatbot allows the person to heavily customize their chatbot. For example, if a person would want to make their chatbot have a more grandmother feel they could add the short phrase “sweetie” or ”dear” to the end of each conversation.A normal chatbot relies on a conversation or a decision tree that allows it to navigate various conversations and dialogues with a human person. This means that specific messages and questions will have varied responses that will lead to a specified output. For example, the chatbot will ask the question “Would you like to order (Insert product name here)?”. This will then provide the customer with three options that are “Add to Cart and Proceed to Checkout”, “Add to Cart”, and “Don’t Add to Cart”.

Chatbot Script Vary Responses

A normal chatbot relies on a conversation or a decision tree that allows it to navigate various conversations and dialogues with a human person. This means that specific messages and questions will have varied responses that will lead to a specified output. For example, the chatbot will ask the question “Would you like to order (Insert product name here)?”. This will then provide the customer with three options that are “Add to Cart and Proceed to Checkout”, “Add to Cart”, and “Don’t Add to Cart”.

Chatbot Script Give Your Bot a Personality

Chatbots allow the person to provide a script that has a lot of personality and attitude that will make the chatbot seem alive. For example, if a person wants to give a chatbot a sassy attitude they can incorporate various small tone changes and language use of the bot. Instead of letting the bot say “Hello there. How may I help you?” to “Yo.  Need anything?”

What Is a Chatbot Script?

The chatbot script is the basic framework of a specific chatbot, which will provide specific rules, regulations, priorities, outlines, and outline format for the messages and conversation pieces.  Proper chatbot scripts will inculcate various decision trees for every customer situation, which will make the whole process efficient and effective.

How to Create a Chatbot Decision Tree through Scripts

A decision tree is a whole conversation process that will allow the chatbot to deliver messages in various contexts and topics. Each chatbot message will have a specific response the customer will send to the chatbot, which will progress the conversation toward a desired output. Therefore it is important to know how to properly create a chatbot decision tree, as this will make the customer’s chatting process efficient and effective. 

Step 1: Choose a Specific Chatbot Trigger

The decision tree will always begin with a specified chatbot trigger/s. This can range from the customer clicking the chat bubble button that is located on the webpage or when the customer idles on a specific webpage for five minutes. Each chatbot trigger should follow the overall context of the desired topic of the chatbot decision tree.

Step 2: Write a Chatbot Greeting

The chatbot will then initiate a conversation after the specified trigger occurs. This conversation starter will be a small eye-catching message or greeting that will introduce the bot or the purpose of the bot to the customer. For example, the chatbot will greet a customer about specific discounts after the said customer lingered on the store page for more than two minutes.

Step 3: Provide the Decisions

A decision tree is wholly dependent on the decisions or prompts that the customer will give to the bot. You must provide at least two decisions that will branch out to different outputs in the decision tree. For example, if you want to create a chatbot that will log people’s feedback, then the chatbot can ask the person to select a specific emoji for their experience. The emojis are the decisions the developer has set for the chatbot.

Step 4: Select the Output of the Decision

The decision should provide a distinct outcome that the developer will base on the chosen decision. This means that each decision will have an outcome that will either end the conversation or branch out into different messages and decisions. You must ensure that each decision in the chatbot’s decision tree has an outcome related to the decision made before the outcome and the topic of the decision tree.


What is NLP?

Natural language processing is a recent development in AI that utilizes machine learning and linguistics to let the AI gauge and determine the topic of the conversation. This will also let the AI generate responses that cater to the tone and topic of the conversation with little to no human input or coding in the back end of the AI. Chatbots can integrate NLP, which will make the chatting experience or process with customers efficient and less streamlined.

How does a chatbot affect the customer experience?

It depends on the way the developers have integrated the chatbot into the digital storefront, webpage, or social media app. If the chatbot is too disruptive or has too many messages, then it might ruin the customer experience, while a chatbot that is obscure will not attract the attention of the customer. A well-made chatbot can highly improve the customer experience by allowing the customer to have a digital assistant help them out 24/7.

What is machine learning?

Machine learning is a recent innovation and branch of ai and robotics that focuses on various codes and algorithms that allows AI to mimic the way a person will understand and learn from various outputs and objects. The AI will then be able to mimic human processes, behaviors, and actions that a person has fed into their algorithm.

Chatbot script is a set of instructions that will allow the chatbot to exist and work within a specific structure. A well-made chatbot script will properly provide a good and non-obstructive greeting, which will allow the customer to seamlessly interact with the bot. Therefore if a person is planning to have a chatbot on their webpage or digital storefront, it is very important to know how to create a chatbot script and a chatbot decision tree.

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