Make Every Conversation Count: Personalize Your Chatbot for Human-Like Engagement

Make Every Conversation Count: Personalize Your Chatbot for Human-Like Engagement

Imagine walking into your favourite coffee shop, and before you even place your order, the waiter asks, "Would you like your usual?" That small gesture makes you feel recognized and valued, strengthening your connection with the place. Now, what if your chatbot could create that same personalized experience for your visitors?


With the Criteria Router card, you can dynamically tailor your chatbot’s behaviour based on visitor attributes, without writing a single line of code. Adjust the bot’s flow based on factors like visitor type, CRM details, lead score, or real-time responses to create smarter, more relevant interactions that make every conversation meaningful.

Say "Welcome back" to returning visitors

 

Instead of using a common greeting, your bot can identify returning visitors and greet them accordingly:

  • For new visitors: "Good morning! Welcome to Zylker 👋"

  • For returning visitors: "Good morning! Welcome back, <visitor name> 👋"

By personalizing interactions, you create a near human experience, increasing engagement and customer satisfaction.

 



How can your business benefit from this?  

  • Enhance Customer Experience: Personalization makes interactions feel natural and engaging.
  • Prioritize VIP Customers & Leads: Ensure high-value visitors get the best support.
  • Optimize ChatGPT Assistant Usage: Control access to premium AI responses, reducing unnecessary API calls.

 

Use cases for the Criteria Router  


1. Prioritizing High-Value Leads  


Use Lead Score, CRM Tags, or Visitor Stage to route/transfer potentials directly to experienced sales reps, increasing conversion rates.


 

2. VIP Customer Support  


Identify VIP customers via CRM data or tags and route/transfer their requests to senior support reps for immediate resolution.


 

3. Recognizing & Greeting Returning Visitors  


Detect returning visitors using Visitor type and customize greetings accordingly.

 


IdeaPro Tip: Use "Good %smart.timenow%" context variable to personalize greetings further based on the time of day (Morning, Afternoon, Evening, and Night).  =

4. Contextual Support Based on Page Visits  


Customize chatbot behaviour based on the visitor's current page. For example, visitors on the support or about page can receive an enhanced support experience, including AI-powered assistance or ticket creation.

 

5. Campaign-Based Chatbot Flows  


If visitors land on your website via a specific marketing campaign, tailor chatbot responses to align with that campaign, ensuring a seamless experience.

 

 

 6. Flow Customization Based on Visitor Input  


When using the Input Card to capture visitor responses, you can split the bot flow based on their answer. For example, if you collect feedback via a Ratings Card, store the visitor's response in a bot context variable. Then, use the Criteria Router to customize the bot's response based on the rating received. High ratings can trigger a request for a testimonial, while low ratings can prompt an immediate support escalation, ensuring a proactive customer experience.'



 

ChatGPT Assistant Pro Tip: 

 

We know that the ChatGPT Assistant is a paid service that charges per API call. To manage its usage effectively, you can use the Criteria Router.

 

Instead of enabling it for all visitors, analyze the most common inquiries you get for your business, whether sales or support-related. If most are support queries, provide the assistant's expertise only for existing customers for enhanced support. For sales-related queries, get the visitor's requirement and create a support ticket in the desk or schedule an appointment instead, ensuring optimized usage and cost management.




Testing the Criteria Router 

To test the Criteria Router, click on Test Your Bot, then select Edit Visitor Info below the bot's display picture and fill in the details based on the card you're testing. For example, if you want to test whether the bot flow changes when a visitor lands on the Contact Us page, search for Landing Page and enter your Contact Us page URL. Then, restart the bot flow to see if the bot responds accordingly.


You can use this method to test different use cases and visitor personas, ensuring your bot behaves as expected in various scenarios. 


FAQs  

 

1. Can I add multiple rules to the Criteria Router?

​
Yes, you can combine multiple rules using AND & OR conditions to fine-tune chatbot behaviour.

 

2. Can I track which flow is used most often?

​
Yes! Use Flow Stats to track and analyze chatbot interactions.

 

3. Can I create different bot flows based on visitor location?

​
Absolutely! Use the Country/Region filter to customize responses for different geographic locations.

 

4. Can I differentiate between WhatsApp and website visitors?

​
Yes! Use the Channel filter to create distinct chatbot experiences for website, WhatsApp, and other platforms.

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