Rather read than watch?
Below is a transcript of the Chatbot Marketing Training Course by Customers.ai and Isaac Rudansky, of Adventure Media. Get the full course here and become a messenger marketing master.
Howdy Chatbot fans and welcome back. In this lecture, we’re going to talk about unanswered questions real briefly, which is that right hand pain you saw under the Q&A section of Mobile Monkey.
First, what are unanswered questions? Unanswered questions are past user inputs that the bot was not programmed to understand.
They were not necessarily part of your Q&A list they are ordered by highest frequency which is great because it allows you to then create Q&A topics out of the most commonly received inputs that the bot was not programmed to respond to, and that’s a great tool to allow you to then figure out what should be done, and how you should maybe configure a new bot for a certain type of input, or just have a certain type of response for a certain type of input.
It gives you a really good insight at scale to what especially– and this becomes more useful– as you’re sending out hundreds and thousands of or as you’re sending out blasts or drip campaigns to hundreds or thousands of contacts, you get a sense of what the customers are looking for, and what they want, and how they’re responding to your bot.
Let’s go quickly jump into mobile monkey so we can see what that looks like in real life. So here we are in Mobile key on the right hand side you have these unanswered questions. Over here, we have somebody who wrote, yes please, okay?
Five times and the frequency is over here is five times. Somebody wrote yes please to something, yes please again. We might want to think about how the bots are programmed and why that’s happening.
I’m assuming that that’s happening is because there’s a question in one of the bot flows where a person is supposed to tap an answer based on the widget type, but they’re actually typing something in and the bots not programmed to respond to that. in those cases, I could go ahead and add a new–
I could either go back and fix that section of the bot. just for the sake of example, I’m gonna go in and add a new Q&A, and a cool feature is that once I put my mouse into this field, I’m gonna get a drop-down list of all my unanswered questions and the amount of hits that they’ve received. I’m gonna type in yes please.
The cool thing about Monkey is that right when I hover and click my mouse into this field, I get a drop-down list of all the potential inputs from my unanswered question lists and how many hits they receive.
So I’m gonna click yes please. It’ll show up over there in a second, and now I’m gonna type in a default text that says– and now I’m going to type in default text to prompt the user to actually click one of the options because I think that that’s why this mistake was happening. I wrote, instead of typing, can you please click one of the responses? Thanks.
This is just a default this might be the bad version but anyway. So now it’s saved. Now, when people type in yes please, they’ll get that prompt and hopefully it will allow them to continue to flow through the Chatbot funnel more easily without there being any hiccups.
I want to reiterate that no matter how well you build your bot, you’re going to run into some of these types of hiccups. There’s gonna be these issues that arise things like that, and it’s important to remember that to be patient, to realize that not every single conversation that happens has to be perfect.
It’s gonna take you maybe a couple weeks in a few different tries and deleting your boots and starting over again until you get a good bot funnel that’s actually working smoothly and efficiently.
That’s just part of the process to me. It’s part of the fun is part of the excitement monitoring the chats in your Facebook page. It all really cool and fun, and if you just sort of have that attitude and mindset about it, it could be a lot more pleasant as you’re working through some of these kinks in the bots that you built. That’s unanswered questions how to understand them how to use them to your advantage.