It is proven that using a customer’s name to address them will have a more effective rate of enticement than generic messages, so it can be compelling to give the feeling of a conversation rather than a simple business transaction. We expect this in our human customer service agents, so why not our bots?  In this guide, I will show a couple of techniques you can use to make your chatbot a more personable conversationalist.

3 ways to make your chatbot more human

  1. The tone you want for the rest of the conversation must be set from the beginning, or it will be off-putting, going from one extreme to the other. (Strictly business to Conversationalist). I start with how you would greet a new person you would meet in a social environment before it is explained that they are talking to a chatbot. It is important to confess to being a chatbot, so this will build trust rather than the chatbot seemingly trying to imitate something it is not.
  2. Getting this customer’s name sets a first-name basis relationship from the get-go and allows the bot to use their name multiple times throughout the conversation. Using a customer’s name makes the bot more empathetic and caring while retaining their attention.
  3. I also used some emoticons to enrich the interaction but made sure they were used in moments when they could genuinely embellish the text. Emoticons should be used sparingly not to make the bot feel irritating to interact with.

For our upcoming ChatBot Series just subscribe to our monthly newsletter at CRMCS Insider Guide ( where we will discuss:

> Creating useful trigger phrases for your chatbot to learn from.
>Using suggested topics to quickly bulk your chatbot repertoire.
>Simple is smarter – how to manage the complexity of your topic
>Topic improvement using Power Virtual Assistant analytics

If you are interested in exploring and implementing this technology for your business, please contact us via Linked-In at CRM Consultancy or


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