{{ propApi.closeIcon }}
Our industry
Our industry $vuetify.icons.faArrowRight
Economic research & forecasting Economics Housing outlook Economic reports & data Tailored market research Advocacy & policy Advocacy Policy priorities Position statements Submissions News and inspiration Industry news Member alerts Media releases HOUSING Online
Business support
Business support $vuetify.icons.faArrowRight
Become an apprentice host Hire an apprentice Why host a HIA apprentice? Apprentice partner program Builder & manufacturer program Industry insurance Construction legal expenses insurance Construction works insurance Home warranty insurance Tradies & tool insurance Planning & safety solutions Building & planning services How can safety solutions help you? Independent site inspections Solutions for your business Contracts Online HIA Tradepass HIA SafeScan Advertise jobs Trusted support & guidance Contracts & compliance support Professional services Industrial relations Member savings Toyota vehicles The Good Guys Commercial Fuel savings See all
Resources & advice
Resources & advice $vuetify.icons.faArrowRight
Building it right Building codes Australian standards Getting it right on site See all Building materials & products Concrete, bricks & walls Getting products approved Use the right products for the job See all Managing your business Dealing with contracts Handling disputes Managing your employees See all Managing your safety Falls from heights Safety rules Working with silica See all Building your business Growing your business Maintaining your business See all Other subjects COVID-19 Getting approval to build Sustainable homes See all
Careers & learning
Careers & learning $vuetify.icons.faArrowRight
A rewarding career Become an apprentice Apprenticeships on offer Frequently asked questions Study with us Find a course to suit you Qualification courses Learning on demand A job in the industry Get your builder's licence Continuing Professional Development (CPD) Find jobs
HIA community
HIA community $vuetify.icons.faArrowRight
Join HIA Sign me up How do I become a member? What's in it for me? Mates rates Get involved Become an award judge Join a committee Partner with us Our initiatives HIA Building Women GreenSmart Kitchen, bathroom and design hub Get to know us Our members Our people Our partners Support for you Charitable Foundation Mental health program
Awards & events
Awards & events $vuetify.icons.faArrowRight
Awards Awards program People & Business Awards GreenSmart Australian Housing Awards Awards winners Regional Award winners Australian Housing Award winners 2023 Australian Home of the Year Enter online Industry events Events in the next month Economic outlook National Conference Events calendar
HIA products
HIA products $vuetify.icons.faArrowRight
Shop @ HIA Digital Australian Standards Contracts Online Shipping & delivery Purchasing T&Cs See all Products Purchase NCC 2022 Building codes & standards Economic reports Hard copy contracts Guides & manuals
About Contact Newsroom
$vuetify.icons.faTimes
$vuetify.icons.faMapMarker Set my location Use the field below to update your location
Address
Change location
{{propApi.title}}
{{propApi.text}} {{region}} Change location
{{propApi.title}}
{{propApi.successMessage}} {{region}} Change location

$vuetify.icons.faPhone1300 650 620

Chat bots

Chatbots are an emerging technology for companies to engage with consumers. They provide pre-programmed engagement which means you can continue working as the software looks after the customer’s needs. HOUSING looks into what you need to consider before implementing chatbots on your company website.
{{ tag.label }} {{ tag.label }} $vuetify.icons.faTimes

Chatbots – or bots, as they are more commonly referred to – are becoming increasingly popular across websites as a more flexible way to engage with customers. 

But what are bots? A bot is an artificial intelligence software program that simulates conversations with users. The purpose of a bot is to interact with these users to provide help without the need for a human employee’s assistance.

Types of bots

There are two types of bots: rule-based bots and artificial intelligence (AI) bots.

A rule-based bot is one that has been developed with coding rules and work within a defined set of questions or communication ques. Because of this they are restricted in the questions they can respond to. They are, however, generally faster to train and easier to set-up. 

Alternatively, AI bots use machine learning to respond to questions posed. They develop and generate answers through self-learned interactions. While this means that they can grow on their own, they often require more data space and are more expensive.

One thing to remember is chatbots are still a relatively new technology, so there is likely to be further developments in the space. There are hopes to develop the AI bots to understand and use natural, everyday language – giving the customer a more life-like experience with the bot. 

Tip: When setting up your bot make sure it can save customer details that have been input. This will save customers the inconvenience of having to repeat details if they choose to re-engage with your bot in the future. 

AI bots develop and generate answers through self-learned interactions

Social bot

You can also create a rule-based chatbot that functions through social media accounts rather than a company website. A great example of this is the ABC News Facebook Messenger bot. It initiates conversation by sending a morning alert to you with a recent news article that the algorithm thinks may be of interest to you. It then offers three response choices: give me the news; maybe later; and stop morning alerts – it is simple yet effective. 

Flexibility and customer support

While chatbots can do a variety of things, such as complete purchases for a buyer or offer product recommendations, one of its core roles is providing customer support.

When setting up your chatbot you need to remember that it should act as an additional employee. It is there to provide the same service but in a way that is more flexible to the customer’s lifestyle. They help to offer quick answers to simple questions, or if they can’t answer the question, at least they can help to point the customer in the right direction. 

Think of it the same way you would a mobile phone – you can make a call on if you are on the move or if the other person isn’t available, you can text. Bots are the same. They are the text messaging service of your website.

Visual design

In the online world visual appeal is everything. You need a website design that will capture the attention of potential customers and your bot should do the same. 

When designing a chatbot, remember to align it with the overall style of your website. But it should still embody simplicity and minimalism. Small things, such as using the same colour for the bot as the top banner or keeping the icon design consistent with the menu icons, are all you need to tie everything together.

In terms of the visual appeal of the pop-up icon that opens the chat function, there is a lot to consider. It can be a pop-up that automatically opens straight to the chat; a small banner with a CTA, such as start talking here; or just a simple speech bubble icon. 

The unspoken rule for bots is they must always sit at the bottom right hand corner. Over time people have become conditioned to look for certain things in certain places – often without realising they are doing it. Bots now fall into this category and the bottom right hand side of the computer screen is where users have been conditioned to look. As they say ‘location, location, location’. 

If you don’t have a website developer to build a chatbot function from scratch, there are Chatbot applications that install pre-built chatbot software to your website for varying costs. 

You might also like:

Apprentice Business and digital Education Networking
Jumping-off point
To give apprentices the tools to stay on the job longer, they can learn from the best in the building industry. HIA Apprentices offers various initiatives, including its targeted BuildHer and LAHC programs.
Mar 24
7 min
Read full article $vuetify.icons.faArrowRight
Residential Renovations Awards Business and digital
Set up for success
National award winner Hudson Homes is focused on steady growth but not at the expense of the customer experience.
Nov 23
4 mins
Read full article $vuetify.icons.faArrowRight
Australian Standards Building developments Innovation Business and digital
Build + Tech – Summer 2023
Builders, large and small, know one thing: whatever saves you time, negates risk and improves workflow and communication is bound to be the makings of a better business. 
Nov 23
Read full article $vuetify.icons.faArrowRight
Australian Standards National Construction Code (NCC) Business and digital
Resources - summer 2023
Looking for technical information or design inspiration? Here are the latest tools to narrow your search and advance your knowledge.
Nov 23
4 mins
Read full article $vuetify.icons.faArrowRight
Business and digital Trends Safety
Resources - spring 2023
Looking for technical information or design inspiration? Here are the latest tools to narrow your search and advance your knowledge.
Aug 23
2 min
Read full article $vuetify.icons.faArrowRight
Business and digital Expenses Small business
What's in it for me?
HIA provides members with a large range of industry products and services to help you manage, operate and grow your business. Here are some benefits you can access today.
Aug 23
5 min
Read full article $vuetify.icons.faArrowRight
Business and digital Business operations Construction Customer service Digital marketing
Pride and passion
From custom homes to specialised housing projects, Ben Garraway of Garraway Developments is passionate about quality construction and delivering beautiful homes in regional Victoria.
Aug 23
6 min
Read full article $vuetify.icons.faArrowRight
National Construction Code (NCC) Sustainability Accounting Business and digital
Resources - winter 2023
Looking for technical information or design inspiration? Housing rounds up the latest tools to advance your knowledge.
Jun 23
3 min
Read full article $vuetify.icons.faArrowRight
Budget Renovations Construction Business and digital
To chatbot or not
A jump into virtual technology is resonating for Trendsetter Homes. With a clientele now wedded to life online, the dividends speak for themselves.
May 23
4 min
Read full article $vuetify.icons.faArrowRight
Work Health and Safety (WHS) Wellbeing Safety Business and digital
Back in business
Addressing any back and neck pain you may be experiencing at work is necessary not just for your daily comfort but for your long-term wellbeing as well.
Apr 23
7 min
Read full article $vuetify.icons.faArrowRight
Business systems Networking Small business Business and digital
How safe is your website?
Is your network secure? Your IT network security should protect you from within, but how do you ensure you have the right safeguards in your systems?
Apr 23
4 min
Read full article $vuetify.icons.faArrowRight
Superannuation Financial planning Small business Business and digital
Boost your super
Superannuation may seem complex and – to be honest – not that exciting. But it becomes more appealing when you realise all the perks and strategies that will give your super a real boost.
Apr 23
5 min
Read full article $vuetify.icons.faArrowRight