Chatbot Script Design
Creating a Chatbot Script for Feature Recommendations
This prompt helps customer support teams design a chatbot script that suggests software features based on user inquiries or account activity. It focuses on personalized recommendations, clear explanations, and encouraging user adoption to maximize the software’s value.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success, Product, Marketing
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Analyze user activity to identify patterns that indicate interest in specific features.
Collaborate with the product team to prioritize features for recommendation based on user needs.
Gather resources, such as tutorials or case studies, to support feature explanations.
THE PROMPT
Help design a chatbot script for recommending features to users based on their inquiries or account activity in [specific software product]. Focus on:
Introduction and Personalization: Starting with a friendly message, such as, ‘Hi [User Name]! Based on your interest in [specific task, like project management], I have a feature that could help streamline your workflow.’
Feature Explanation: Providing a concise description, such as, ‘[Feature Name] allows you to [specific benefit, like automate task assignments or track progress in real time].’
Guided Access: Offering instructions for using the feature, like, ‘You can enable this feature by going to [specific section] and selecting [specific option]. Would you like me to walk you through it?’
Encouraging Engagement: Suggesting a demo or additional resources, such as, ‘Would you like to see a quick tutorial or read more about how other users are benefiting from [Feature Name]?’
Feedback and Next Steps: Asking for user input, like, ‘Does this sound like something that would help you? If not, let me know how I can assist further.’
Provide a chatbot script template that engages users with relevant feature recommendations, ensuring they can explore and adopt new tools easily. If additional details about the user’s account history or goals are needed, ask clarifying questions to refine the script.
Bonus Add-On Prompts
Propose strategies for using AI to analyze user behavior and tailor feature recommendations.
Suggest methods for linking chatbot recommendations to product onboarding guides.
Highlight techniques for integrating demo videos or tutorials into feature suggestions.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Focus on specific user segments, such as new customers or power users.
Include tips for upselling premium features or plan upgrades within the script.
Propose ways to integrate chatbot suggestions with in-app notifications or tooltips.
Highlight tools for tracking user engagement with recommended features.
Add suggestions for A/B testing feature recommendations to optimize effectiveness.
WHEN TO USE
To encourage adoption of new or underused features within the software.
During onboarding or engagement campaigns to highlight key capabilities.
When addressing user inquiries related to tasks the software can improve.
WHEN NOT TO USE
If user activity data is unavailable or incomplete for personalized recommendations.
When targeting users who may not benefit from advanced or additional features.