[Chatbot fail #2] Conversational dead ends

An aspect of delivering clear and concise messages with a chatbot includes ensuring that the conversation between the bot and the user doesn’t stall into an unproductive sinkhole. When the chatbot fails to offer the user any useful options, the user can get lost. When users encounter a “dead end” with the chatbot, they leave the site and the brand ends up paying for a chatbot platform that does nothing but kills conversion rates.

However, when a chatbot offers the user clear options, the user will stay engaged and move further along the conversion process. For instance, instead of ending a conversation with, “I hope I was helpful!”, the chatbot can ask, “I hope I was helpful! Which product lines did you want to know more about today?” or “Which of our services did you want to ask me about?” This approach ensures that the user gets the answers they need and helps them with their purchasing decisions.

An example to follow: Marriott Hotel’s talkative chatbot customer experience

The Facebook Messenger chatbot from Marriott Hotels embodies a good conversation strategy. When you want to stay in a place or at a time when there are no rooms available, the chatbot doesn’t just fob you off with a “sorry” message, nor does it ask you to check their website. Instead, it keeps you engaged in the conversation by giving you further options.