3 Engagement Chatbot Use Cases
Learn how to implement and design three key engagement chatbot use cases. During the 2023 user conference Mobile Coach shared their best practices for design and implementation for performance support, new hire onboarding, and training reinforcement.
Performance Support
A chatbot that is always on and acts as a concierge for workflow learning could indeed be the killer app idea for an engagement chatbot.
With the proliferation of collaboration platforms like Teams and Slack, it is now easier than ever to create a chatbot that is literally just a click away for learners to access the help they need to do their job well.
Chatbot Design:
- Answer questions instantly
- Sends resources
- Teach content
- Notify expert or admin if no information is found
- Push reminders and other timely notifications
Try it out:
- MS Teams: Click here and say Hi to
- Web: Click here
Chatbot components:
- On-demand information
- Library built with script, spreadsheet, and/or API.
- Categories of messages can include:
- LMS course lookup
- Tools
- Feedback
- FAQs
- Talk to HR
- Acronym
- Job aid
- Benefits
- Scheduled conversation
- Example categories:
- News & announcements
- Course specific suggestions
- Accountability
- Post-training reminders
- Surveys
- Micro-learning
- Learning Journey Suggestions
- Example categories:
Examples of performance support chatbots:
Training Reinforcement
Training reinforcement is one of the most common use cases for enterprise-wide engagement chatbots. A chatbot is a fantastic way to keep the learning going after a formal training event.
The key of a training reinforcement chatbot is to push important content at the right time to learners so they don’t forget their training and take action. This requires balancing how often to send messages to your learners without it feeling overwhelming or pushy.
Chatbot Design:
- Frequency: 2-3 interactions a week
- Duration: 1-3 months
- Interactions:
- Push: Reminders, resources, quizzes, check on action, goal setting, and more
- Pull: FAQs, resources, how to get help
Try it out:
- US SMS: Say Hi to (801) 609-3592
- MS Teams: Click here and say Hi
- Web: Click here
Best Practices:
- Design with outcome & user in mind
- Iterate, iterate, iterate
- Get your audience on board
Chatbot Workflow:
- Identify the problem your chatbot will solve
- Design the user experience and scripted conversation
- Configure the chatbot
- Test & Iterate
- Reporting & Maintenance
Examples of reinforcement chatbots:
New Hire Onboarding
Onboarding is a fantastic use case for an engagement chatbot for many reasons. New hires definitely can use all the guidance and help they can get as they ramp up into their new job. But this use case is also powerful because it’s the easiest use case to measure. An effectively designed chatbot for new hires can be measured to see how it impacts employee turnover and speed to proficiency.
Chatbot Design:
- Reminders about deadlines
- Links and surveys
- Answer FAQs
- Serve up a menu of resources and job aids
Try it out:
- MS Teams: Click here and say hi
- Web: Click here
When is at chatbot the right answer?
- Clear problem and business case
- It’s important that new hires get up to speed (and there is a current gap)
- Engagement is difficult or nonexistent
- Scaling is needed
- Users can chat
Chatbot metrics
- Reponse Rate
- Opt-out rate
- Correctly answer
- Complete actions
- Self-report
- Link clicks