When thoughtfully implemented, chatbots can enhance the experience a site visitor has by providing consistent, personalized assistance. However, their success in a rapidly changing technology landscape depends on careful planning, maintenance, and alignment with brand guidelines.
Consider the commitment and consult with the AI Support Team
Launching a chatbot requires a commitment of five to fifteen hours per week for monitoring, updates, and optimization. Before you begin, review the implementation guide provided by the AI Support Team for important information on registering your chatbot, ensuring compliance with university policy, and following best practices.
See Chatbot Implementation Guide
To ensure a cohesive and intuitive experience for users, chatbots should function as part of your broader website and follow these guidelines:
Design requirements
Use official brand fonts, colors, and graphic elements to stay aligned with the Iowa web experience.
Use the approved chatbot avatar to ensure consistency and credibility across the uiowa domain.
Display your chatbot in the bottom right corner of your website. On first visit, the chatbot should be expanded to encourage interaction. For subsequent visits, it should default to a collapsed state to limit disruption.
Technical and quality requirements
Be mobile optimized/responsive.
Be ADA and WCAG 2.1 AA compliant and follow IT Accessibility standards.
Meet IT Security and General Data Protection Regulation (GDPR) requirements.
Have at least one dedicated content manager responsible for maintaining the chatbot and serving as the primary point of contact.
Approved avatars
Define the identity and role of your chatbot
Establish a clear purpose for your chatbot to help users understand its function and set the right expectations for interactions.
Avoid giving your chatbot a unique persona.
Instead, focus on its role as an extension of your website by clearly identifying its purpose. This helps users understand its function and ensures a consistent experience across different websites.
Example: “Hi! I’m your HR virtual assistant. I can help answer your questions about Human Resources.” Instead of, “Hi! I’m Chatbot Charles. How can I help you?”
Clearly identify the chatbot as an automated assistant and be transparent about its limitations.
Let users know they’re interacting with an AI-powered bot, which may not always be fully accurate or have all the answers. Reassure users that they can still connect with a member of your team if needed. This helps manage expectations and enhances the overall user experience.
Example: “If I can’t help, I’ll forward our conversation to a team member, who will contact you as soon as possible to ensure you get the most accurate information.”
Give clear instructions on how to interact with the chatbot.
Offer guidance or examples to help users understand how to engage effectively.
Example: “Hello and welcome! To provide you with the best possible assistance, could you please tell me your role?”
Incorporate Iowa’s brand personality
To create a consistent and welcoming experience, ensure that the chatbot’s tone reflects our brand attributes and guidance for effective messaging.
Use simple and conversational language
- Keep the language familiar and friendly, as if you're talking directly to the user.
- Use easy-to-understand language. Avoid jargon or complex terms that could confuse users.
Example: "Hi! I’m here to help with questions about Human Resources. Just let me know what you need!" Instead of, "Greetings. I am the HR assistant bot. Please state your inquiry."
Balance warmth with professionalism
- Be respectful and professional while maintaining a friendly, approachable tone.
- Incorporate humor when appropriate to make interactions more engaging and memorable.
- Apologize when necessary to acknowledge mistakes and provide clear next steps to resolve issues.
- Show enthusiasm for connecting users with resources, information, or support.
Example: "Thanks for your patience! I’ve passed this to a human expert (even chatbots need help sometimes). They’ll follow up soon — let me know if you need anything else!" Instead of, “Error encountered. Your issue has been transferred to human support. Please wait for further instructions."
Provide clear, user-focused information
- Offer clear, concise answers that address the user’s needs directly.
- Avoid unnecessary details that could cause confusion.
- Tailor responses based on the user’s specific question and provide relevant information to enhance the experience.
Example: "The library is open from 8 a.m. to 10 p.m. on weekdays." Instead of, "The library's operational hours are subject to change but generally fall between 8 a.m. and 10 p.m. on most weekdays, barring any special events or holidays."