Express Talks: Using Bots to Modernize Communications and Engagement

Afraid of introducing chat bots as part of your association's communications strategy? Don't be, said Tim Kulp of Mind Over Machines. Just make sure to have a clear understanding of what your goal is with the bot, in what context it will be used and what value you want it to bring to your members.

There are a lot of tools you can use to create a bot yourself, or you can partner with IT or an outside developer. Whatever way you go, be involved in the process from start to finish.

Kulp laid out an easy process for writing the chat bot. The first step is to build a flow chart of the conversation you want your bot to follow; think of all possible answers and paths. Then, the second step is to act out the conversation with one person being the bot and one person being the human on the other end.

If it's a disaster the first time, that's OK. You can make revisions and keep at it. Don't let perfection get in the way.

Finally, keep in mind the goal is not to replace humans but instead of build a bridge between your association and your members using new technology.