Chatbot Scripts: Step by Step Guide for Conversational UI (2022)

Chatbots are now among the most preferred communication channels between customers and brands.

However, not many businesses get their chatbot strategy right and therefore fail to provide the kind of experience needed by customers.

In fact, the majority of AI bots sound less human and more robotic which dilutes the fun of conversations.

With 63% of customers preferring a chatbot to reach out to a brand, it’s important to write scripts in a way that makes the bot conversational in nature.

When the script is well-written and thought-through, the bot will always give relevant answers to customer queries and guide them through conversations without any hiccup.

For that reason, you should focus on how to write chatbot scripts so that your business is able to deliver a more humanized and improved experience to customers.

9 Steps on How to Create Chatbot Scripts for More Humanized Experience

Scripts are easily the most important element of a chatbot. They decide whether a chatbot sounds human or robotic. In fact, conversational AI chatbots with well-written scripts always feel like humans and can engage in conversations on any scale. However, writing a good bot script is an art that you need to master to ensure value to customers.

There are different steps that can help you understand how to write bot script to deliver a more humanized experience to customers.

  1. Define the Purpose of the Bot
  2. Give Your Bot a Personality
  3. Build the Dialogue Tree
  4. Introduce Your Chatbot
  5. Personalize the Conversation
  6. Guide Your Users Proactively
  7. Match the Script with User Sentiment
  8. Add Emotion Appeal
  9. Deliver Hybrid Experience with Human Handover

Let’s look into each of the ways in detail;

1. Define the Purpose of the Bot

A good chatbot is one that is often created with a specific purpose in mind.

Whether to provide support to customers, guide them through the website, or take orders, there has to be a clarity of goals for your AI chatbot to perform optimally and handle queries efficiently.

Similarly, having targets in mind can help you design the bot flow and conversational scripts accordingly to ensure meaningful interactions with customers at each step of the way.

(Video) The UX of Conversational AI / Chatbot Design ft. Cheenu Chari

Chatbot Scripts: Step by Step Guide for Conversational UI (1)

Tips to define the purpose of the bot

  • Outline the role – In order to create relevant chatbot scripts, you first need to outline what kind of roles the bot is expected to perform and what kind of questions it needs to answer. You need to define whether you need a chatbot for lead generation or for marketing.
  • Anticipate the scenario – It’s important to first imagine the expected scenarios for bots and then create the scripts accordingly as this will help frame the responses based on the predicted customer questions.

2. Give Your Bot a Personality

The scripts will decide the kind of personality you want the chatbot to have. It will also decide the attitude and behavior of the bot for a particular scenario.

The tone of your bot needs to align with the brand image you want to portray in front of the world.

After all, customers always find it easy to relate to chatbots that have a unique voice.

So, before creating the scripts, you should also do a bit of research with chatbot trends to get an idea of how others are playing the AI game and how can you stand out from the crowd.

Chatbot Scripts: Step by Step Guide for Conversational UI (2)

How to give your bot a personality?

  • Decide the approach – When you create the bot persona, you need to decide whether it will have a professional or casual approach during conversations as this will help it handle queries successfully.
  • Settle on the voice – Should you bot answer in active or passive voice is something you need to be clear from the word go as it will ensure relevant responses and right attitude for conversations.
  • Humoristic or firm attitude – How would you expect the bot to respond in the face of a situation whether through humor or firmness should always be a key aspect in writing a chatbot script.

3. Build the Dialogue Tree

The best of chatbot scripts are always crafted based on the expected conversation flows between the users and the bot.

By building the dialogue tree, you would be aware of the sequence of questions customers might have and the supposed answer the bot needs to flesh out.

The purpose of building a conversation flow is to follow chatbot best practices, know the end goal of users, and then create the script based on that to ensure relevant responses most of the time.

Chatbot Scripts: Step by Step Guide for Conversational UI (3)

The dialogue tree above is a good example of how to get your chatbot conversational flow right.

Best practices to build a dialogue tree

  • Consider the most common stories – Conversational scripts need to account for the most common stories so that different versions of conversations can be handled easily and the right responses are offered in most situations.
  • Prepare different versions of an answer – Make sure your bot is fed with different versions of an answer to sound more like a human and less like a robot to customers while responding to their queries.
  • Work on the sequence of dialogue – Once you know the stories, you need to work on the sequence of the dialogue so that the bots are able to offer the appropriate answers for specific queries.

4. Introduce Your Chatbot

From the very start, customers deserve to know whether they are talking with a robot or a human. You should never keep them in the dark on this issue.

Plus, this will also set the tone of conversations as then the nature of queries might also be less complex.

For that reason, you need to introduce the bot to the user and ‘list down the services’ or ‘the kind of help’ it can provide.

You’re also supposed to introduce the bot in a way that gives a complete idea of what the bot is intended for, quite like the conversational script sample below;

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Hi, My Name is Eva. I am a customer service bot. May I help you with a product search, order status check, etc.

Chatbot Scripts: Step by Step Guide for Conversational UI (4)

How to introduce the chatbot?

  • Get the chatbot’s greetings right – You can make an instant connection with customers and draw them in a conversation with chatbots for marketing if you have devised friendly chatbot greetings.
  • Speak to customers at a personal level – When you introduce the bot to the user, the first priority should always be to speak at a personal level as this can work as an inviting message and might bring them in immediately.

5. Personalize the Conversation

Whether you’re marketing a product or selling a service, personalization always works with customers.

And when your customer service chatbot is able to personalize the response, users are obviously impressed and feel a sense of specialness.

And when talked to at a personal level, customers always show a better response compared to other scenarios.

So, if you are writing a conversational script, make sure you consider personalizing your message.

Chatbot Scripts: Step by Step Guide for Conversational UI (5)

How to personalize the conversation?

  • Create personalized greetings – You most likely have the customer’s details like name, location, gender, etc, and you can use them to address them and get the conversation going.
  • Chatbot analytics – it’s always a good step to use the historical data of customers, or their browsing history and then use the information to add an element of personalization.

6. Guide Your Users Proactively

It’s your bot that needs to guide the conversations and direct customers to the next step.

Make sure the bot is proactive in approach when it comes to getting the interactions to move in the desired direction.

If there is a proper guidance in a step-by-step manner, it will always ensure a delightful chat experience for users.

For example, if you’re a SaaS company aiming to get customers to know your product, the chatbot response and scripts should be something on these lines;

“Looking for a quick product demo? Hello, I am your customer service bot. Type “book a product demo” or type “take me through the product”.

Chatbot Scripts: Step by Step Guide for Conversational UI (6)

Tips to guide users proactively

  • Have the next step ready for users – Your chatbot scripts need to be crafted with the purpose of driving customers to the next step through proper guidance and help.
  • Lay down clear guidelines to follow – Visitors to your website might feel clueless and confused if the chatbot does not give clear guidelines and this can also make the conversations meander along wrong lines.

7. Match the Script with User Sentiment

Even when users know they’re talking with a chatbot, they expect appropriate responses to some extent. And when the response is not relevant, it might put them off.

With the chatbot sentiment analysis feature getting advanced by the day, it would be a mistake to not consider the emotional appeal in the message.

(Video) How to Make Your Chatbot More Conversational | Conversation Design Top Tips | Partner

Keeping this in mind, you need to ensure the chatbot script aligns with the user sentiment for a given situation.

Like for example, when a user is happy, the script should script reflect the same.

And if the user is displeased, make sure the bot’s tone is firm and professional.

Suppose, if the user shows interest in buying a product, the conversation script sample should have an element of excitement, like “Great!” Let me show you the product.”

And when the user is there with some complaint, a good chatbot script example and response could be like, “Oho, sorry to hear about that. Let me fix that for you.”

8. Add Emotion Appeal

Lack of emotions can make the conversations feel drab and boring.

Even when users talk to a bot, they expect a certain level of expressions through words, emojis, etc. Without that, it feels like talking to a robot.

To avoid that situation, you should create bot scripts in a way that shows empathy, compassion, gratitude to the situations where it’s needed.

For example, if you were to handle a customer not happy with your product, avoid a robotic or standard chatbot script response like that;

“Kindly give us the product detail and let us look into that.”

The right response for such a scenario could be something along these lines;

Sorry to hear about that. We regret you have to face this situation. Let us fix the problem quickly so that you get the best out of our products.”

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“Oh, we feel bad about this. But worry not. We’re gonna fix this quickly. Rest assured of a good product in quick time.”

9. Deliver Hybrid Experience with Human Handover

No chatbot could ever be 100% accurate in every situation.

There will always be scenarios when the bot might feel unable to handle the customer query or feel clueless about the right responses.

For such cases, you should think of delivering a hybrid experience with human handover and live chat software at the right time.

Chatbot Scripts: Step by Step Guide for Conversational UI (7)

It is important to incorporate the human handover as part of your conversation flowif you believe that the situation needs to be managed by human support.

The conversational scripts need to transfer the conversation to human agents in cases where the conversation goes beyond simple scenarios and needs actual assistance.

Chatbot Scripts for Most Common Use Cases

Chatbots are a multi-utility tool capable of serving a variety of purposes across industry verticals. They can add value to different aspects of customer communication whether for sales, marketing, or customer service. The best thing, you can easily find read-made chatbot scripts for most common usages and meet your business goals successfully.

Here are some chatbot scripts for common uses cases;

  • Lead Generation – Use the chatbot template for lead generation to collect user data, understand the customers better, pre-qualify leads and drive leads effortlessly.
  • Marketing – You can give your business a much-needed boost with a chatbot template for marketing and use the pre-built script to ensure great conversations with customers.
  • Customer Support – Get the most out of every conversation with users using a customer support chatbot template and ensure value at every step of the journey.
  • Pricing – Leverage the script of the pricing query chatbot template to handle customer questions efficiently and easily guide visitors with the right product and pricing info.

Add Value to Customer Conversations with the Right Chatbot Scripts

The conversational ability and flow of your chatbot will entirely depend on the types of scripts you have written for it. And to write a good script, you first need to be aware of what customers expect of your business and what kind of responses they like. This will help the bot deliver accurate responses in different types of situations.

However, the most important thing is to create human-sounding scripts and ensure a relevant and meaningful conversation experience for users. When this happens, you’re sure of giving customers the kind of human experience they always covet while talking to a bot.

(Video) Conversational AI Copywriting & Chatbot Design Conventions


What are the 7 steps to create a chatbot strategy? ›

  1. Step 1: Gather information about your potential customers. ...
  2. Step 2: Decide what the bot is going to do to meet customer expectations. ...
  3. Step 3: Select a platform & build your bot. ...
  4. Step 4: Check if the chatbot works & improve it further. ...
  5. Step 5: Launch your chat box & monitor its activity.

How chatbot works step by step? ›

Put simply, chatbots follow three simple steps: understand, act and respond. In the first step, the chatbot processes what the user sends. Then, it acts according to a series of algorithms that interpret what the user said. And finally, it picks from a series of appropriate responses.

What is the difference between a script bot and a chat bot? ›

Differentiate between a script bot and a smart bot.
1 Answer.
Script bots are easy to makeSmart –bots are comparatively difficult to make.
Script bot functioning is very limited as they are less powerful.Smart bots are flexible and powerful.
4 more rows

How can I improve my chat bot performance? ›

Ways to Improve Your Chatbots As Time Passes
  1. Monitor Success Metrics. You must be sure to have conversation success metrics, and you must monitor them regularly. ...
  2. Collect Chat Transcripts. ...
  3. Post-Chat Surveys. ...
  4. Make the Bot More Human. ...
  5. Opening and Closing.

What are the best practices in chatbot building? ›

6 Best Practices For Chatbots
  • 1) Set Expectation for your Chatbots.
  • 2) Be mindful of the Chatbot's greeting.
  • 3) Be Upfront About Bot Functionality.
  • 4) Try to make the messages as human as possible.
  • 5) Make it Easy For Your Customers To Leave.
  • 6) Reengage Users Through The Chatbot.

How do I make my chatbot effective? ›

  1. Use a chatbot-making platform. ...
  2. Define your goals and expectations. ...
  3. Give your chatbot a unique name. ...
  4. Approach your customers with your bot. ...
  5. Create a natural conversation flow. ...
  6. Start small and simple. ...
  7. Evaluate and optimize your bot regularly. ...
  8. Unveil one feature at a time.
26 Apr 2017

How do you create a conversation flow? ›

Designing Conversational Flows means creating the architecture behind everything that a conversational bot does or says.
  1. Goals & KPIs.
  2. User Research and User Personas.
  3. Topics mapping.
  4. Bot personality and tone of voice.
  5. User flows design.
  6. Prompts and copywriting.
  7. Prototype and test with users.
  8. Setup the NLU.

How do you make a conversation flow? ›

Here are five tips and tricks from experts to help you next time you experience an awkward mid-conversation silence.
  1. Make sure you look interested. ...
  2. Don't discount small talk. ...
  3. Listen actively. ...
  4. Ask open-ended questions. ...
  5. Stay calm, and practice.
17 Jun 2020

How do you make a conversation diagram? ›

Create a conversation diagram by selecting Diagram > New from the application toolbar. In the New Diagram window, select Conversation Diagram and click Next. Leave the diagram name unchanged and then click OK to create the diagram.

Which algorithm is used in chatbot? ›

Among other things, some of the most popular algorithms used by conventional Chatbots are Naïve Bayes, Decision Trees, Support Vector Machines, Recurrent Neural Networks (RNN), Markov Chains, Long Short Term Memory (LSTM) and Natural Language Processing (NLP).

What is chatbot simple language? ›

At the most basic level, a chatbot is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person.

How do you create a chatbot using any AI based app or software? ›

How to create a chatbot in 3 easy steps?
  1. Enter your bot name to get started. Select the type of bot that meets your business needs.
  2. Customize the chatbot the way you want. Make a chatbot in a few minutes without any coding.
  3. Add Chatbot to your website or mobile app. Respond automatically to customers in real-time.
21 Jun 2022

What is conversational chatbot? ›

Chatbots are computer programs that simulate human conversations to create better experiences for customers. Some operate based on predefined conversation flows, while others use artificial intelligence and natural language processing (NLP) to decipher user questions and send automated responses in real-time.

What is the difference between chatbot and conversational AI? ›

Conversational AI is all about the tools and programming that allow a computer to mimic and carry out conversational experiences with people. A chatbot is a program that can (but doesn't always) use conversational AI. It's the program that communicates with people.

What is a script in Botting? ›

Chatbot script writing is putting the right words in your chatbot's mouth. With these scripts to draw from, bots can provide the answers to user questions. If scripts are written well, the chatbot can even hold an actual conversation.

What is the most popular chatbot? ›

Best AI Chatbots for 2022
RankAI ChatbotRating (Out of 5 Stars)
4.Microsoft Bot Framework4.6
12 more rows
19 May 2022

How do you analyze chatbot data? ›

5 Steps to Successful Chatbot Performance Analysis
  1. Entry sources. Determine where your users come from. ...
  2. Conversions. First of all, determine conversion points inside the bot flow. ...
  3. Funnels. ...
  4. Drop off. ...
  5. Retargeting.
8 Aug 2018

How do you use chatbot? ›

How to Use a Chatbot - YouTube

Which terms are important to know before you build your bot? ›

Before you take the leap into the exciting world of chatbots, keep in mind 1) what it needs to do, 2) where it will live, 3) what information it needs, 4) when it will escalate, and 5) who will build it. Answering these five questions will set you—and your chatbot—on the path to success.

How does a chatbot learn? ›

Chatbots can learn automatically by analyzing past data and making assumptions on what is right. The other way chatbots learn is by having a human editing the system. In most cases, both are required. Even though a chatbot has artificial intelligence, a human still needs to audit the responses to make adjustments.

How long does it take to train a chatbot? ›

Depending on the amount of logic required, it may either take 120–160 hours on an average or to a maximum of 160–192 hours, if they need to create the logic from scratch.

How do you write like a bot? ›

Create a personality for your bot. Start with a clear introduction. Provide instructions. Aim for simple and concise dialogue.
Aim for simple and concise dialogue
  1. use the first-person point of view for the bot;
  2. address the consumers directly;
  3. use active voice;
  4. add an appropriate amount of chit-chat.
26 May 2021

How do you make a good chatbot? ›

  1. Use a chatbot-making platform. ...
  2. Define your goals and expectations. ...
  3. Give your chatbot a unique name. ...
  4. Approach your customers with your bot. ...
  5. Create a natural conversation flow. ...
  6. Start small and simple. ...
  7. Evaluate and optimize your bot regularly. ...
  8. Unveil one feature at a time.
26 Apr 2017

How do you end a chatbot? ›

How to Break a Chatbot - Eight Ways
  1. 1 - Tell the Chatbot to Reset or Start Over. ...
  2. 2 - Use Filler Language. ...
  3. 3 - Ask Whatever Is on the Display Button. ...
  4. 4 - Answering Outside the Pre-Selected Responses. ...
  5. 5 - Ask for Help or Assistance. ...
  6. 6 - Answer the Question with Non-Traditional Answers. ...
  7. 7 - Say Goodbye. ...
  8. 8 - Ask Odd Questions.

How do I know if I'm chatting with a bot? ›

The most common way to tell if an account is fake is to check out the profile. The most rudimentary bots lack a photo, a link, or any bio. More sophisticated ones might use a photo stolen from the web, or an automatically generated account name. Using human language is still incredibly hard for machines.

How do you make a chatbot in Python? ›

In this Article, you will learn about How to Make a Chatbot in Python Step By Step.
  1. Prepare the Dependencies.
  2. Import Classes.
  3. Create and Train the Chatbot.
  4. Communicate with the Python Chatbot.
  5. Train your Python Chatbot with a Corpus of Data.

How do you save chatbot conversations in database? ›

Chatbot conversations can be stored in a SQL database that is hosted on a cloud platform. For example, if you were planning on creating a chatbot within the Microsoft Teams platform, you could use CosmosDB, a noSQL database with open APIs, to store your conversations and use PowerBI to visualize the reports.

Can we make chatbot using Javascript? ›

Here, we have created a basic chatbot using Javascript. Our primary focus of this tutorial was to understand Javascript logic behind the creation of a chatbot. Building a real-time chatbot may be a complicated task but it is worth it.

Which is the best chatbot platform? ›

Here are the 10 of the best AI chatbot platforms to build the exact right bot for your business.
  1. Lobster by EBI.AI. EBI.AI have created their own advanced conversational AI platform that comes with a free trial. ...
  2. ProProfs Chat. ...
  3. Chatfuel. ...
  4. MobileMonkey. ...
  5. Aivo. ...
  6. ItsAlive. ...
  7. Imperson. ...
  8. Pandorabots.
12 Sept 2022

How hard is it to code a chatbot? ›

Because building a chatbot with code is immensely difficult for people with no development background and limited exposure to coding languages, it's good to research sample chatbot code from expert developers as a jumping-off point for those determined to learn how to build their own bot without help.

Which is the best chatbot? ›

Salesforce Einstein

It's a chatbot that's designed to help you get the most out of Salesforce. With it, the bot can find information about leads and customers without ever leaving the comfort of the CRM. Einstein is best used for customer support, but it can also be used for sales and marketing tasks.


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2. UiPath Chatbots: Automate Conversational Processes
3. Conversation design best practices
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4. Tutorial 3: How to implement your conversational interface / chatbot on wordpress.
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