Three things to keep in mind while configuring bots:

  1. Don’t ask too many questions through the bot - it will put off your users resulting in a drop-off.

  2. While conversational bots work better than forms, one of the key aspects that lead forms still have is the ability to set expectations on the number of questions ahead of time. To ensure your user isn’t frustrated and confused by the time they see the last question from the bot, make sure you give a heads-up to the user on how many questions are coming up, as a part of the bot welcome message. e.g.,“Three quick questions for context before we hand you over to one of our human agents”.

  3. Don’t try to pretend the bot is human - that sets you up for a bad failure case. People are more forgiving of bots that say they are bots.