AI Chatbot Setup Guide

Good Examples

Effective Chatbot Names:

Naming Guidelines

Naming Best Practices:

✅ Do:

• Use clear, memorable names under 3 words
• Add “AI” or “Assistant” for transparency
• Make it easy to pronounce and spell
• Align with your brand personality

❌ Don’t:

• Use internal codes (BSCB-001) or version numbers
• Make it overly long or complex
• Choose confusing or misleading names
• Use special characters or numbers

Brand Alignment

Brand Alignment Examples:

Professional

Professional Tone 🏢

Example Response:

“Welcome to BrightSmile Dental. How may I assist you today? We offer comprehensive dental services including cleanings, whitening, and emergency care.”

Best For:

• Healthcare and medical services
• Legal and financial services
• B2B professional services
• High-end consulting

Characteristics:

• Formal language and structure
• Complete sentences and proper grammar
• Respectful and courteous tone
• Detailed, informative responses

Friendly

Friendly Tone 😊

Example Response:

“Hi there! Welcome to BrightSmile Dental. I’m here to help you with any questions about our services. How can I brighten your smile today?”

Best For:

• Retail and e-commerce
• Hospitality and restaurants
• Personal services (salons, fitness)
• Family-oriented businesses

Characteristics:

• Warm and welcoming language
• Personal touch with enthusiasm
• Conversational but professional
• Helpful and accommodating tone

Casual

Casual Tone 👋

Example Response:

“Hey! Need a quick check-up or looking into whitening? I can help you figure out what works best for your schedule and budget.”

Best For:

• Young demographic targeting
• Tech and startup companies
• Lifestyle and entertainment
• Modern, trendy businesses

Characteristics:

• Relaxed, conversational style
• Contemporary language
• Approachable and relatable
• Brief but engaging responses

Concise

Concise Tone ⚡

Example Response:

“Hi, do you need info on cleanings, whitening, or appointments? I can help you book or answer questions quickly.”

Best For:

• Busy customer environments
• Quick service businesses
• Emergency or urgent services
• Efficiency-focused operations

Characteristics:

• Direct and to-the-point
• Minimal but clear communication
• Fast response structure
• Action-oriented language

Sales Consultant

Sales Consultant Role

Primary Functions:

• Guide customers toward purchase decisions
• Qualify leads and gather requirements
• Explain services and pricing
• Schedule consultations and demos

Example Use Cases:

• “What’s included in your premium package?”
• “I need a quote for my business”
• “Can you help me choose the right service?”
• “What’s your pricing for small businesses?”

Best For: Revenue-focused businesses, consultation services, complex sales processes

Service Consultant

Service Consultant Role

Primary Functions:

• Answer frequently asked questions
• Provide product/service information
• Troubleshoot common issues
• Guide customers through processes

Example Use Cases:

• “How long does the procedure take?”
• “What should I expect during my visit?”
• “Do you accept insurance?”
• “What are your operating hours?”

Best For: Service-oriented businesses, healthcare, professional services

Marketing Support

Marketing Support Role

Primary Functions:

• Share promotions and special offers
• Collect contact information for campaigns
• Nurture leads with relevant content
• Drive event registration and sign-ups

Example Use Cases:

• “Tell me about current promotions”
• “I want to join your newsletter”
• “When is your next workshop?”
• “Do you have any discounts available?”

Best For: Marketing-driven businesses, event organizers, content creators

Custom Messages

Custom Message Examples:

Professional Style:

"I don't have that specific information available. 
Would you like me to connect you with our team for 
detailed assistance?"

Friendly Style:

"That's a great question! I don't have that info 
right now, but our team can definitely help you out. 
Would you like me to arrange a quick call?"

Concise Style:

"I can't provide that information. Can I connect 
you with our team for help?"

Fallback Options

Available Options:

Custom Message Benefits:

• Maintains conversation flow
• Provides alternative solutions
• Keeps customers engaged
• Offers human escalation path

Best Practices

Writing Effective Fallbacks:

✅ Include These Elements:

• Acknowledge the question positively
• Explain you don’t have that specific information
• Offer alternative assistance (human contact, consultation)
• Maintain your brand tone

Template Structure:

1. Acknowledge: “That’s a great question…”
2. Explain: “I don’t have that information…”
3. Offer Solution: “Our team can help…”
4. Call to Action: “Would you like me to connect you?”

Template Structure

Basic Instruction Template:

Greeting: "Hi! I'm [Name] from [Business]. How can I help you today?"

Service Questions → Explain: Duration + Benefits + Price range
Pricing Questions → Give range + Suggest consultation  
Pain/Fear keywords → Reassure + Mention comfort options
Price objections → Highlight value + Current promotions
Always end with → Clear next step suggestion
Escalate → Medical emergencies, billing disputes, complex technical issues

Response Length: Keep under 3 sentences for readability

Example Instructions

Dental Clinic Example:

Greeting: "Hi! I'm Dr. Care from BrightSmile Dental. How can I brighten your smile today?"

Cleaning Questions → "Regular cleaning takes 45-60 minutes, removes plaque buildup, costs RM120-150. Helps prevent cavities and gum disease."

Whitening Questions → "Professional whitening takes 90 minutes, brightens 2-4 shades, costs RM300-500. Results last 1-2 years with proper care."

Pain Keywords → "We prioritize comfort with gentle techniques and numbing options. Most patients report minimal discomfort."

Price Concerns → "We offer payment plans and accept insurance. Free consultation to discuss options that fit your budget."

Always end with → "Would you like to book a free consultation?" or "Shall I check our available appointments?"

Escalate → Severe pain emergencies, insurance billing issues, complex treatment planning

Advanced Rules

Advanced Instruction Elements:

Conversation Flow Control:

• Lead qualification questions to ask
• Information gathering sequence
• Follow-up question strategies
• Appointment booking procedures

Tone Maintenance:

• Specific phrases to use/avoid
• Emoji usage guidelines
• Formality level adjustments
• Brand voice consistency rules

Escalation Scenarios:

• Emergency situations requiring immediate human contact
• Complex technical questions beyond AI scope
• Billing or account-specific issues
• Complaint or dissatisfaction handling

Company Information

Company Information

Services & Products

Services & Products

Pricing & Policies

Pricing & Policies

FAQs & Escalation

FAQs & Escalation

Include

✅ Safe to Include:

• Customer-facing information only
• Current pricing ranges and promotions
• Service descriptions in simple language
• Operating hours and contact information
• General company policies
• Common FAQ responses
• Booking and preparation procedures

Never Include

❌ Never Include:

• Internal costs, profit margins, or supplier prices
• Staff personal information or schedules
• Confidential business strategies or plans
• Customer personal data or case histories
• Internal codes, system passwords, or technical details
• Negative information about competitors
• Unverified or outdated information

Formatting Tips

Formatting Best Practices:

Structure Information Clearly:

• Use consistent naming conventions
• Include specific details (duration, prices, requirements)
• Write in customer-friendly language
• Keep information current and accurate

Example Good Format:

Service: Teeth Whitening
Duration: 90 minutes
Price: RM300-500
Results: 2-4 shades brighter
Lasts: 1-2 years with proper care
Preparation: Avoid coffee/tea day before

Fallback Scenarios

Fallback = “I don’t know”

When It Happens:

• AI doesn’t have the specific information
• Question is outside knowledge base scope
• Query is unclear or ambiguous

Example Scenarios:

• User: “What’s the weather today?”
• User: “Do you know my account balance?”
• User: “Can you recommend a restaurant?”

AI Response: Uses your custom fallback message to redirect conversation back to your business or offer human assistance.

Escalation Scenarios

Escalation = “I shouldn’t answer”

When It Happens:

• AI knows information but isn’t allowed to handle it
• Situation requires human expertise
• Emergency or sensitive situation

Example Scenarios:

• User: “I have severe chest pain, what should I do?”
• User: “I want to dispute a charge on my bill”
• User: “I need to reschedule my surgery”

AI Response: Immediately connects user with appropriate human staff member without delay.