Chatbot creation strategy – Artificial intelligence and chatbots help organizations to take aware and fast decisions, while increasing companies’ efficiency and productivity and improve “user experience”.

According to a research conducted by Accenture on a panel of 97 Chief Information Officer and 255 Chief Technology Officer, located in 12 Countries, conversational bots play a critical role inside companies.

Six out of ten executives think that bots can handle customers’ requests management, improve user experience and customer acquisition and retention, guiding customers’ through purchasing process.

Moreover, over 61% think that chatbot implementation can increase employees productivity and contribute to companies’ activities’ scheduling and facilitate internal communication.

chatbot creation strategy
Fonte: Accenture Research Conversational AI Platforms

Thanks to no-code AI platforms such as, a chatbot creation is relatively simple, but it is important to proceed with a clear strategy in mind, in order to automate conversation, while maintaining the perception of a “one to one” interaction with brands.

chatbot creation strategy: your chatbot strategy in 7 steps

1. Define your users

We recommend you to start by asking yourself the following questions: “What are customers’ recurring requests?”, “Which typeof conversation would they engage?”, “Which interactive channels would they use?”. This will help you to design the user experience that your customers expect to receive.

2. Define goals

“Where do you want to bring your customers?”, “Which actions do you want them to do in order to get conversions”?”. “What does have the chatbot to do, to get conversions?”

Then, try to figurate your users “best-case scenario” and which actions they may do.

3. Performance and KPI

Once goals are clarified, you can set specific KPI (Key Performance Indicators) of your bot.  For example: number of quotations, number of qualified leads, number of completed conversions etc.

In particular, you will need to set metrics that will allow you to measure expectations such as processes’ efficiency increase, fast response, conversion rate, in order to monitor your chatbot performance. 

Some metrics examples are:

  • Retention Rate, the percentage of users that return to using the chatbot on a given time frame. An high retention rate will be generated by an high-quality bot that is able to meet customers’ needs.
  • Goal Completion Rate: shows the number of times that a bot correctly process an information and provides the right answer.
  • Fallback Rate (FBR): shows the number of times that a chatbot fails in interpreting the message.

4. Key intents

Outlining the key intents, or user actions, that the chatbots will complete as they move through the conversation funnel will help to create an optimized user journey. On the other hand, key intents definition will help users to understand what chatbot can do.

5. Storytelling

This step deals with the design of your customers’ conversations, trying to figure out what the customer will ask at a certain point and what the chatbot has to do to bring him/her to a certain conversion goal. In terms of user experience you can give your chatbot its own “personality”, trying to figure out “who” your bot may be, “what” is its name and how it has to interact with your customers in order to represent your brand.

6. Interaction platforms:

When building a conversational experience it is important to consider the interaction platform your users will use. Your chatbot should be available on web, mobile and social media such as Whatsapp, Facebook or Telegram.

On the other hand, users may have the chance to switch from a channel to another or require a human agent to take over the conversation.

7. Test and Feedback

In order to successfully reach your conversion goals and provide your users with the customer experience they expect, it is important to test the bot and gather internal feedback from your Team before deploying it.

Anyway, work doesn’t end when the chatbot goes live. The increasing competition’s level among organizations has made customer experience a key factor to be constantly improved. For this reason, chatbot performance has to be continuosly monitored.

Platforms such as provide analytics dashboards and performance reports that can be downloaded and shared to help managers take the right decisions and refine their chatbot creation strategy.


You may also like: