When creating a bot-backed campaign, consider utilizing these best practices when implementing and using your Ocelot Texting platform. 


Be specific

Use specific language, and avoid jargon, acronyms, and abbreviations specific to your school/department. The bot has a hard time understanding these nuances of human language, and chances are your students will too. It is best to be clear and specific when you are drafting a bot-backed campaign. 


Example: 
Instead of:
  • I noticed you are not registered for FYO. Ask me “How do I register for FYO?” to get started.
try: 
  • I noticed you are not registered for First Year Orientation. Ask me “How do I register for orientation?” to get started.



Remember the scope

Remember to only create bot-backed campaigns about topics within the knowledge base. Creating campaigns centered around our knowledge base information encourages users to ask questions the bot is prepared to answer. If you create a campaign outside of the scope of the bot, the bot won’t be able to answer the user’s questions, leading to a frustrating experience. This includes making sure you check which libraries the client owns, and only create content within those libraries.

 

Example:
Instead of: 
  • Looks like you’re all registered for classes! Do you want to know what materials you’ll need?
try: 
  • Looks like you’re all registered for classes! Try asking me “How do I know which books to buy for my classes?” to ensure you show up prepared!



Be concise
What is the simplest, most straightforward way you can ask this question? Keep your wording as simple as possible to ensure you maintain the chatbot’s conversational tone. Try to keep your messages concise and under 160 characters. Try not to overwhelm the user with too much information. Let them ask more questions as needed.

 

Example:
Instead of: 
  • Are you planning on attending !school for Fall 2023? It looks like you haven’t registered yet. I can help you register. Try asking me “How do I register for classes?” to learn about your next steps!
try:
  • It looks like you haven’t registered yet. Try asking me “How do I register for classes?” to learn about your next steps!


 

Test

Be sure to test your potential bot-backed campaigns in your bot to ensure that the bot is prepared to handle user inquiries. A good practice is to ask your bot any question the user might ask in multiple ways - can your bot answer all aspects of the topic, no matter which way it is asked (who, what, when, where, why, and how)?


Example: Unsure of your next career step? The career center at @school is trained to help you navigate your career options and land your dream job! Ask me “How can Career Services help me?” to get started.


Questions to test: 

  • Who can I contact from Career Services?

  • What is Career Services? 

  • When should I contact Career Services?

  • When is the Career Services office open?

  • Where is Career Services?

  • How can Career Services help me? 

  • How can I contact Career Services?

  • Why should I visit the Career Services office?

  • Why should I contact Career Services?

Be conversational

Texting is a very direct and personal communication method, so it is important to emulate that personal feel when creating bot-backed campaigns. The conversation is very complex, and we as humans take that for granted when communicating with others. Not ensuring that your bot has a conversational dialog will leave users feeling frustrated and… well, like they’re talking to a robot.


Example:

Instead of:
  • Are you attending the !school homecoming event this weekend? 
try: 
  • Hey there, fellow Gopher! We’re gearing up for homecoming this weekend - see you there?



Create a call to action

In bot-backed campaigns, it is up to the bot to keep the conversation moving forward. A simple question with a yes or no response will prematurely stop conversations and can leave users frustrated and confused. Additionally, it is important to be clear about what topics the bot knows. By asking the user a specific question that the bot is prepared to answer, the conversation moves forward and the user is provided with the information they need. 


Example:

Instead of: 
  • Are you planning on attending Orientation July 23rd - 25th?
try: 
  • Are you planning on attending Orientation July 23rd - 25th? Ask me “How do I register for orientation?” for next steps!



Don’t abandon your user!

No matter how well you prepare your campaign, there will inevitably be questions the bot cannot answer, and the conversation will need to be transferred to an agent for further assistance. Consider setting your IDK-Behavior to “Agent” to ensure your users are assisted.