{"id":20074,"date":"2021-03-18T12:49:33","date_gmt":"2021-03-18T11:49:33","guid":{"rendered":"https:\/\/sendapp.live\/?p=20074"},"modified":"2024-07-22T16:29:36","modified_gmt":"2024-07-22T14:29:36","slug":"how-to-build-chatbot-guide-to-code-free-chatbot-design","status":"publish","type":"post","link":"https:\/\/sendapp.live\/pt\/2021\/03\/18\/how-to-build-chatbot-guide-to-code-free-chatbot-design\/","title":{"rendered":"How to Build Chatbot: Guide to Code-Free Chatbot Design"},"content":{"rendered":"<p>Os chatbots revolucionaram a maneira como os consumidores interagem com as marcas hoje. Seja habilitando marketing, vendas ou suporte ao cliente, a demanda por chatbots aumentou exponencialmente. Os clientes agora esperam que seus problemas sejam resolvidos em um canal de sua prefer\u00eancia, com o m\u00ednimo de atrito e com pouco ou nenhum tempo de espera - e os chatbots podem resolver todos esses problemas de uma vez. Mas muitas quest\u00f5es surgem internamente quando uma empresa decide adotar um chatbot.\u00a0<i>Como construir um chatbot? Precisamos saber como codificar para construir um chatbot? Devemos codificar nosso pr\u00f3prio chatbot?<\/i>\u00a0Embora seja verdade que as organiza\u00e7\u00f5es come\u00e7aram codificando seus pr\u00f3prios chatbots, agora estamos vendo uma mudan\u00e7a na prefer\u00eancia por plataformas de chatbot livres de c\u00f3digo.<\/p>\n<h2><b>As plataformas de cria\u00e7\u00e3o de bots s\u00e3o mais escal\u00e1veis do que os chatbots autocodificados\u00a0<\/b><\/h2>\n<h4><b>Benef\u00edcios das plataformas de cria\u00e7\u00e3o de bots<\/b><\/h4>\n<ul>\n<li>A principal vantagem das plataformas de chatbot \u00e9 que elas j\u00e1 possuem uma arquitetura de chatbot fluida, permitindo a cria\u00e7\u00e3o de bot mais r\u00e1pida e escalabilidade elevada.<\/li>\n<li><a href=\"https:\/\/www.freshworks.com\/live-chat-software\/chatbots\/what-is-a-chatbot\/\" target=\"_blank\" rel=\"noopener noreferrer\">Plataformas de chatbot<\/a>\u00a0s\u00e3o muito menos complicados de desenvolver e executar do que os bots internos, oferecendo mais funcionalidades sem comprometer a marca da sua empresa.<\/li>\n<li>Com plataformas de chatbot, voc\u00ea obt\u00e9m \u00f3timos modelos que permitem projetar conversas de chatbot que s\u00e3o din\u00e2micas para diferentes jornadas e cen\u00e1rios do cliente.<\/li>\n<li>Eles s\u00e3o leves e sem incha\u00e7o, ao contr\u00e1rio de uma arquitetura de chatbot criada por voc\u00ea mesmo, em que uma codifica\u00e7\u00e3o pesada e v\u00e1rias itera\u00e7\u00f5es afetam a agilidade.<\/li>\n<li>\u00c0 medida que as plataformas do chatbot aliviam os esfor\u00e7os de codifica\u00e7\u00e3o, tudo o que resta a voc\u00ea fazer \u00e9 criar scripts de conversas do chatbot para diferentes cen\u00e1rios. Isso pode ser feito na interface da plataforma\u00a0<b>sem escrever uma \u00fanica linha de c\u00f3digo<\/b>.<\/li>\n<\/ul>\n<h2><b>Como escolher um construtor de bot<\/b><\/h2>\n<p>Para escolher a plataforma de constru\u00e7\u00e3o de bot certa, voc\u00ea precisa descobrir os problemas que sua organiza\u00e7\u00e3o deseja resolver. Ele ser\u00e1 implementado principalmente para desvio de t\u00edquetes ou voc\u00ea precisa de um chatbot mais robusto com gera\u00e7\u00e3o de leads e recursos de convers\u00e3o?<\/p>\n<p>Se sua principal preocupa\u00e7\u00e3o \u00e9 o desvio de t\u00edquetes, oferecendo suporte ao cliente por autoatendimento e reduzindo a fric\u00e7\u00e3o para consultas b\u00e1sicas, um bot de perguntas e respostas pode ser a escolha certa. Mas se voc\u00ea est\u00e1 esperando mais funcionalidades, como cria\u00e7\u00e3o de leads e convers\u00f5es, um bot personalizado pode fazer o trabalho pesado para voc\u00ea. Antes de se concentrar em um construtor de bot, vamos ver como projetar diferentes fluxos de trabalho do chatbot para diferentes casos de uso. Isso lhe dar\u00e1 uma boa ideia do tipo de chatbot de que voc\u00ea precisa.<\/p>\n<h2><b>Como projetar fluxos de trabalho comuns de chatbot<\/b><\/h2>\n<h2><b>- Bots de perguntas e respostas<\/b><\/h2>\n<h4><b>O que \u00e9 um bot de perguntas e respostas?<\/b><\/h4>\n<p><a href=\"https:\/\/www.freshworks.com\/live-chat-software\/freddy-answer-bot\/\" target=\"_blank\" rel=\"noopener noreferrer\">Bots de perguntas e respostas<\/a>\u00a0- como o nome indica - permitem que voc\u00ea gere conversas b\u00e1sicas automatizadas de bots de bate-papo que envolvem os visitantes de seu site. Esses bots s\u00e3o essencialmente uma se\u00e7\u00e3o de perguntas frequentes com uma interface de usu\u00e1rio melhor - onde os clientes podem fazer uma pergunta ao bot em vez de pesquisarem eles pr\u00f3prios em uma base de conhecimento inteira.<\/p>\n<h4><b>Raz\u00f5es para usar um bot de perguntas e respostas<\/b><\/h4>\n<ul>\n<li>Ofere\u00e7a a seus usu\u00e1rios conversas de chatbot de corre\u00e7\u00e3o r\u00e1pida, defina expectativas, automatize uma \u00e1rvore de conversas projetada sob medida com respostas bem pesquisadas e personalizadas - para encontrar o equil\u00edbrio entre o envolvimento centrado no cliente e no neg\u00f3cio.<\/li>\n<li>Configure v\u00e1rios cen\u00e1rios de conversa e perguntas personalizadas do chatbot como mecanismos de qualifica\u00e7\u00e3o de leads.<\/li>\n<li>Crie um canal de suporte off-line forte que cubra seus agentes com trocas emp\u00e1ticas, enquanto tamb\u00e9m define expectativas realistas sobre quando sua equipe de suporte voltaria a ficar on-line.<\/li>\n<li>Salve seus agentes de conversas de suporte repetitivas com os clientes, liberando seu tempo para resolver problemas mais complexos dos clientes.<\/li>\n<\/ul>\n<h4><b>Como construir um bot de perguntas e respostas?<\/b><\/h4>\n<p>Se voc\u00ea j\u00e1 possui uma base de conhecimento ou portal do cliente, a maior parte do trabalho de constru\u00e7\u00e3o de um bot de perguntas e respostas j\u00e1 est\u00e1 conclu\u00edda. Como mencionamos antes, \u00e9 uma maneira mais f\u00e1cil de navegar por muitas informa\u00e7\u00f5es - \u00e9 como perguntar ao bibliotec\u00e1rio onde encontrar um livro, em vez de vagar pelos corredores de uma biblioteca na esperan\u00e7a de encontrar o que est\u00e1 procurando. Os bots de perguntas e respostas podem ser criados em tr\u00eas etapas simples -<\/p>\n<h4><strong>Passo 1<\/strong>:<\/h4>\n<p>Identifique as perguntas mais frequentes em seu site ou aplicativo. Voc\u00ea pode analisar as perguntas que historicamente recebeu dos clientes ou, se estiver criando um novo site, identifique as perguntas que provavelmente ser\u00e3o feitas. Por exemplo, os varejistas geralmente recebem perguntas sobre o rastreamento de pedidos, devolu\u00e7\u00f5es, reembolsos, etc. Por outro lado, atra\u00e7\u00f5es tur\u00edsticas, escrit\u00f3rios, cl\u00ednicas de sa\u00fade ou escolas podem receber perguntas sobre hor\u00e1rios e feriados.<\/p>\n<h4><strong>Passo 2<\/strong>:<\/h4>\n<p>Agora que voc\u00ea conhece as perguntas mais prov\u00e1veis de serem feitas, crie respostas r\u00e1pidas para perguntas frequentes, artigos de solu\u00e7\u00e3o para problemas em potencial e fluxos de conversa de bots que os ajudem a encontrar a resposta por conta pr\u00f3pria. O fluxo da conversa \u00e9 um roteiro de engajamento que o ajuda a predefinir prov\u00e1veis perguntas e respostas quando um usu\u00e1rio se engaja em seu chat. Por exemplo, o bot Freddy Answers com IA entra em a\u00e7\u00e3o com seus recursos de aprendizagem e detecta esses sinais predefinidos em conversas para gerar respostas contextuais. Abaixo est\u00e1 uma captura de tela de um fluxo de conversa b\u00e1sico do chatbot no bot do Freddy Answers.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2935\" src=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09162727\/answer-bot7-300x188.png\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" srcset=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09162727\/answer-bot7-300x188.png 300w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09162727\/answer-bot7-768x480.png 768w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09162727\/answer-bot7.png 784w\" alt=\"como construir um chatbot - responder bot\" width=\"500\" height=\"313\" \/><\/p>\n<p>O bot Freddy Answers na captura de tela mostra como voc\u00ea pode at\u00e9 personalizar uma conversa para obter os detalhes do visitante do seu site antes de lan\u00e7ar uma resposta relevante. Fluxos de conversa\u00e7\u00e3o semelhantes podem ser projetados para v\u00e1rios cen\u00e1rios - solicita\u00e7\u00f5es de reembolso, problemas de pagamento e consultas de suporte.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2932\" src=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09144658\/answer-bot6-300x254.png\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" srcset=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09144658\/answer-bot6-300x254.png 300w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09144658\/answer-bot6-768x649.png 768w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09144658\/answer-bot6-1024x866.png 1024w\" alt=\"como construir um chatbot - responder bot\" width=\"500\" height=\"423\" \/><\/p>\n<h4><strong>etapa 3<\/strong>:<\/h4>\n<p>Embora um design b\u00e1sico de fluxo de conversa possa ser suficiente para alguns casos de uso, voc\u00ea pode fazer muito mais conectando os recursos do seu site ao seu bot. Adicione perguntas frequentes \u00e0 configura\u00e7\u00e3o do bot de perguntas e respostas para permitir que o bot de bate-papo mostre respostas relevantes. Em vez de coloc\u00e1-lo no calv\u00e1rio de escolher respostas em seu portal de autoatendimento, o chatbot ideal tamb\u00e9m permitiria que voc\u00ea conectasse perguntas frequentes e artigos de solu\u00e7\u00f5es no pr\u00f3prio messenger. Isso garantir\u00e1 que seus agentes de suporte n\u00e3o precisem percorrer o conte\u00fado do site para mostrar a resposta certa quando os clientes estiverem fazendo perguntas sobre recursos ou produtos espec\u00edficos.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2931\" src=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09141649\/bot-faqs-300x188.png\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" srcset=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09141649\/bot-faqs-300x188.png 300w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09141649\/bot-faqs-768x480.png 768w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/09141649\/bot-faqs-1024x640.png 1024w\" alt=\"como construir um chatbot - FAQs\" width=\"500\" height=\"313\" \/><\/p>\n<p>Os recursos de conte\u00fado tamb\u00e9m podem ser mapeados para uma base de conhecimento - se o chatbot for\u00a0<a href=\"https:\/\/freshdesk.com\/product-updates\/freshdesk-freshchat-integration-blog\/?utm_source=blog&amp;utm_medium=referral&amp;utm_campaign=chatbots&amp;utm_content=how_to_create_a_chatbot\">integrado a um helpdesk de suporte<\/a>\u2013Para melhorar a cogni\u00e7\u00e3o do bot.<\/p>\n<p>Voc\u00ea tamb\u00e9m pode configurar um mecanismo de transfer\u00eancia de agente quando sua base de conhecimento n\u00e3o tiver informa\u00e7\u00f5es suficientes para a consulta do cliente. Se a plataforma de chatbot que voc\u00ea escolher estiver equipada com an\u00e1lise de sentimento, a conversa pode ser transferida automaticamente para um agente de suporte quando o cliente mostra sinais de ang\u00fastia ou quando ele \/ ela n\u00e3o est\u00e1 recebendo a resposta certa.<\/p>\n<h4><b>Os bots de perguntas e respostas podem trabalhar em conjunto com bots personalizados<\/b><\/h4>\n<p>Os bots de perguntas e respostas tamb\u00e9m podem envolver os clientes em fluxos de conversa baseados em inten\u00e7\u00f5es, emprestados dos fluxos de trabalho de bots personalizados. De certa forma, n\u00e3o \u00e9 apenas uma transfer\u00eancia de agente que pode ser configurada, mas o bot de Q&amp;A sabe quando dobrar como um bot personalizado que envolve e converte os clientes.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2902\" src=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121602\/CSS-6-300x236.jpg\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" srcset=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121602\/CSS-6-300x236.jpg 300w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121602\/CSS-6-768x605.jpg 768w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121602\/CSS-6-1024x806.jpg 1024w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121602\/CSS-6.jpg 1600w\" alt=\"como construir um chatbot - transfer\u00eancia de agente\" width=\"400\" height=\"315\" \/><\/p>\n<h4><b>BookMyShow: Exemplo de um bot de perguntas e respostas<\/b><\/h4>\n<p>BookMyShow usa prompts de bot\u00e3o de v\u00e1rios poss\u00edveis problemas do cliente e fornece respostas prontas. Mas quando o problema \u00e9 algo que requer interven\u00e7\u00e3o humana, o chatbot facilita a transfer\u00eancia do agente. Por exemplo, para o problema de suporte \u201cMOSTRA CANCELADA PELO CINEMA\u201d, BookMyShow atribuiu uma transfer\u00eancia de agente, uma vez que o problema n\u00e3o \u00e9 algo que tenha um fluxo de trabalho definido. BookMyShow tamb\u00e9m \u00e9 um dos pioneiros do Freshchat a adotar\u00a0<a href=\"https:\/\/www.freshworks.com\/live-chat-software\/integrations\/whatsapp\/\" target=\"_blank\" rel=\"noopener noreferrer\">API Whatsapp Business<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2900\" src=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121548\/bookmyshow-300x263.jpg\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" srcset=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121548\/bookmyshow-300x263.jpg 300w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121548\/bookmyshow-768x674.jpg 768w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121548\/bookmyshow-1024x899.jpg 1024w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06121548\/bookmyshow.jpg 1600w\" alt=\"Exemplos de bots de resposta\" width=\"400\" height=\"351\" \/><\/p>\n<h2><b>- Bots personalizados<\/b><\/h2>\n<h4><b>O que \u00e9 um bot personalizado?<\/b><\/h4>\n<p>Os bots personalizados s\u00e3o plataformas de lan\u00e7amento predefinidas que acionam conversas com base na inten\u00e7\u00e3o dos visitantes. Eles s\u00e3o mais orientados para a convers\u00e3o do que os bots de perguntas e respostas, pois s\u00e3o projetados para conduzir a conversa, em vez de simplesmente responder a perguntas. Embora os bots de perguntas e respostas sirvam apenas como assistentes de suporte ao cliente, os bots personalizados podem ajud\u00e1-lo a fechar o ciclo de conversas baseadas em inten\u00e7\u00f5es. Voc\u00ea pode projetar e construir conversas para marcar reuni\u00f5es, apresentar produtos, recomendar atualiza\u00e7\u00f5es, cutucar para compra quando houver abandono do carrinho e assim por diante.<\/p>\n<h4><b>Raz\u00f5es para usar um bot personalizado<\/b><\/h4>\n<ul>\n<li>Para sites de e-commerce, o abandono do carrinho pode ser controlado, cutucando os clientes de forma proativa com neg\u00f3cios lucrativos.<\/li>\n<li>As empresas B2B podem usar bots personalizados para configurar reuni\u00f5es, agendar demonstra\u00e7\u00f5es e oferecer testes de produtos.<\/li>\n<li>Quando o bot do cliente percebe uma oportunidade, ele pode acionar fluxos de bot depois que o bot de perguntas e respostas responde a perguntas b\u00e1sicas.<\/li>\n<\/ul>\n<h4><b>Como construir um bot customizado?<\/b><\/h4>\n<p><b>Onde as declara\u00e7\u00f5es de condi\u00e7\u00e3o encontram os ramos de conversa\u00e7\u00e3o<\/b>: Agora, antes que voc\u00ea se assuste com &#039;declara\u00e7\u00f5es de condi\u00e7\u00e3o&#039; e &#039;ramos de conversa\u00e7\u00e3o&#039;, deixe-me lembr\u00e1-lo de que este ainda \u00e9 um exerc\u00edcio de constru\u00e7\u00e3o de bot sem c\u00f3digo. Em plataformas de cria\u00e7\u00e3o de bots customizados, as condi\u00e7\u00f5es e os fluxos de conversa\u00e7\u00e3o s\u00e3o simplesmente tipos de regras criadas na forma de mapas de jornada.<\/p>\n<p>Os mapas de jornada representam v\u00e1rios cen\u00e1rios com clientes combinados com a \u00e1rvore de conversa\u00e7\u00e3o correspondente que voc\u00ea cria. As condi\u00e7\u00f5es s\u00e3o aplicadas a ramos de conversa\u00e7\u00e3o, como designs de fluxogramas.<\/p>\n<p>O fluxo de trabalho \u00e9 bastante semelhante ao dos bots de perguntas e respostas, exceto que os recursos s\u00e3o mais robustos, personalizados, proativos e focados em convers\u00f5es. Os bots personalizados tamb\u00e9m permitem que voc\u00ea treine seu bot e aprenda com as conversas para chegar ao melhor fluxo ou resposta.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2921\" src=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06144305\/qualify-leads1-300x188.png\" sizes=\"auto, (max-width: 550px) 100vw, 550px\" srcset=\"https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06144305\/qualify-leads1-300x188.png 300w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06144305\/qualify-leads1-768x480.png 768w, https:\/\/blog-assets.freshworks.com\/live-chat-software\/wp-content\/uploads\/2020\/03\/06144305\/qualify-leads1-1024x640.png 1024w\" alt=\"como construir um chatbot - bots personalizados\" width=\"550\" height=\"344\" \/><\/p>\n<p>A captura de tela acima mostra um construtor de bot de cliente do Freshchat sendo usado para qualificar e segmentar leads de maneira inteligente. Os visitantes do site t\u00eam tr\u00eas op\u00e7\u00f5es que capturam sua inten\u00e7\u00e3o - se eles est\u00e3o procurando comprar, clientes existentes tentando resolver algo ou apenas navegando em busca de informa\u00e7\u00f5es. Cada op\u00e7\u00e3o aciona um fluxo de trabalho separado para obter informa\u00e7\u00f5es do cliente e ajud\u00e1-lo. Fluxos de conversa semelhantes podem ser configurados para levar os visitantes a uma decis\u00e3o de compra, configurar demonstra\u00e7\u00f5es de produtos, etc.<\/p>","protected":false},"excerpt":{"rendered":"<p>Os chatbots revolucionaram a forma como os consumidores interagem com as marcas hoje em dia. Seja para marketing, vendas ou suporte ao cliente, a demanda por chatbots aumentou exponencialmente. Os clientes agora esperam que seus\u2026<\/p>","protected":false},"author":22,"featured_media":20075,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_daim_seo_power":"","_daim_enable_ail":"","footnotes":""},"categories":[2538],"tags":[2731,2723,2724,2727,33,2570,891,2728,2733,2729,2730,2725,2564,2726,25,2544,2732],"class_list":{"0":"post-20074","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-news","8":"tag-api","9":"tag-bot-builder","10":"tag-build","11":"tag-build-chatbot","12":"tag-google-chat-lalternativa-gratuita-a-whatsapp","13":"tag-chat-bot","14":"tag-chatbot","15":"tag-chatbot-design","16":"tag-chatbot-platform","17":"tag-chatbots","18":"tag-custom-bot","19":"tag-design","20":"tag-how-to","21":"tag-self-coded-chatbots","22":"tag-whatsapp","23":"tag-whatsapp-business","24":"tag-whatsapp-business-api"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Build Chatbot: Guide to Code-Free Chatbot Design<\/title>\n<meta name=\"description\" content=\"How to build a chatbot? 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