For a cafe, it is worth planning the following chains:

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4. Design the structure and scenarios based on the customer journey map
To create a truly useful chatbot, you need to understand:

for what purpose do users start a dialogue;
what questions arise and at what stage;
when it is better to involve a manager to resolve a potentially difficult situation;
when you need the ability to go back a step or to the beginning of a dialogue.
To design the customer journey, study correspondence on social networks and in online chat on the website, listen to recordings of conversations, familiarize yourself with web analytics and sales scripts. This information will help you understand the needs and goals of the target audience, collect questions and objections, and understand the barriers and emotions with which potential customers come into contact with the business.

Design the structure of the chatbot so that, while going through the scenarios, users solve their tasks. This is convenient to do in mind maps. Use X-Mind if you prefer to install the software on your computer and upload ready-made mind maps as images. For simultaneous work on the project, we recommend the online service Miro .

For example, for a cafe, you should plan the following chains:

information about the establishment with photos of the interior;
menu;
conditions for table reservations, takeaway orders, and event hall rentals;
work schedule;
vacancies;
collecting feedback;
loyalty program.

Menu with the option to place an order
Menu with the ability to place an order

5. Think about the bot’s personality, if appropriate and fits into the concept
If your brand's tone of voice allows for some informality, personalize your chatbot. japan rcs data Think about the name, communication style and tone, a list of favorite emojis, and your message to your audience.

The bot can speak in the voice of a manager, a recognizable employee, a mascot, or be a completely fictional person. The main thing is that the chatbot's communication style fits into the overall communication strategy.

Compare the communication style of the residential complex chatbot and the service for selecting office space for young entrepreneurs.