How to Build a Better Chatbot: Speak Human, Not Corporate
Looking to build a better chatbot that sounds a little more…human? Same. We’ve built hundreds of chat flows, we’ve run thousands of tests, and we’ve identified exactly what gets a chat to pop off.
This making your site chat incomprehensible and killing your conversion rates.
This is part 2 of our building a better site chat series: Speak human, not corporate
A lot of Chatbot scripts are overloaded with jargon, overly technical language, and confusing internal terms language leave visitors more confused than engaged. When potential customers feel they need a translator just to chat, that’s a barrier to conversion and a major barrier to securing a booked meeting!.
The key to building an effective chatbot is keeping the language clear and simple—especially when talking to people outside your company.
Here’s an easy rule of thumb: If a 5-year-old wouldn’t understand, it’s time to simplify. Avoid internal jargon and focus on language that guides your customers through their journey smoothly.
People come to your site because they’re looking for clear information on how you can help them, not trying to get a doctorate in your company’s internal vocabulary. So, drop the technical terms and the “industry-speak.”
Focus on framing things in a way that is relevant to them using terms they’re familiar with. If they interact with your chatbot and would have to spend an afternoon with your slide deck to understand the terms you’re using, you’ve lost them.
Save the complex and clever terms for later with a human in the loop to explain and answer questions.
Instead, use the chatbot to meet them where they are, with messaging that feels natural and relatable. If your product is complex, that’s cool—just break it down into everyday terms and offer helpful options that guide them toward what they need.
Example:
- Avoid: “We deliver cross-platform bi-directional synchronization in real-time between your tech stack to eliminate data degradation within your salesforce.”
- Use: “We help your sales tools work better together and stay up to date so your sales team always has the most recent and accurate data”
By ditching the tech-speak and focusing on the value in everyday terms, you’re removing barriers and building trust with your audience.
PRO TIP: The Warmly Way 👋🏼
If you do want to use complex terms, give your visitors context:
🤖 Provide a quick, simple definition
🤖 Link to a blog or resource that explains more
🤖 Tease them toward booking a demo or meeting (Stay tuned for Part 3 of Building a Better Chat, where we’ll cover how not to be too pushy with demos and meetings)