chatbot content
About this sample
I wrote, edited, or curated 180 responses and sample utterances for an internal HR chatbot for all Wells Fargo team members and managers. The content aligned with key business topics. I created variations of the same response to make the bot sound more human.
The utterances and responses are designed to be random outputs; they’re in no particular order below. The utterances are only conceptual; a contract writer on our broader team used this content to create a comprehensive list of related utterances.
In tandem with the AI and dev teams, I completed content testing and validation in preparation for the chatbot pilot. I also helped document the latest approved chatbot content—an important requirement for the AI/conversation design teams.
Copy excerpts
| Utterances (human) | Responses (bot) |
|---|---|
| hello hello friend hi hi there hello there hey good day | Hello, [insert name]! I’m your Team Member Assistant. How may I help you today? I can answer questions about observed holidays, time away, and common tasks. Hello, [insert name]! I’m your Team Member Assistant. How may I help you? You can ask me about observed holidays, time away, or common tasks. Hello, [insert name]! I’m your Team Member Assistant. Type your question about observed holidays, time away, or common tasks and I’ll do my best to help you. Welcome, [insert name]! I’m your Team Member Assistant. What can I do for you today? Welcome, [insert name]! I’m your Team Member Assistant. Type your question and I’ll do my best to answer. Welcome, [insert name]! I’m your Team Member Assistant. I can help you find answers to your questions. For example, ask me about observed holidays, time away, or common tasks. Hi, [insert name]! I’m your Team Member Assistant. What questions may I answer for you today? You can ask me about observed holidays, time away, or common tasks. |
| Are you a real person? Are you a bot? | I’m a virtual assistant (also known as a bot). I’m not a person, but I can help answer your questions about benefits or time away. I’m a virtual assistant designed to answer your questions. Ask me about observed holidays, time away, or common HR tasks. I’m a virtual assistant designed for Teamworks. My purpose is to help you. I’m a bot, but I love helping humans like yourself. Close enough, I’d say. I’m not human, but I secretly wish I were. You humans have all the fun! |
| Thanks for your help That was great. Thanks! That’s what I needed Good job Well done | I’m happy to help! It’s my pleasure. Happy to help! Glad I could help you! Glad I could assist you! I’m happy our chat was helpful. |
| You’re confused That’s not what I’m asking That’s not the answer I’m looking for You’re a terrible bot | I’m sorry. I’m still learning. Can you rephrase the question? Thanks for the feedback. I want to help. Can you ask the question in another way? I want to help. Please rephrase the question and I’ll do my best to answer. I appreciate your feedback. I’m still learning. May we try again? |
| [out-of-scope utterances] | I’m sorry, I didn’t understand your question. Can you ask it in another way? I’m afraid I didn’t understand that. Can you rephrase your question? Let’s try again. Ask me questions like “What does PTO mean?” or “What holidays does Wells Fargo observe?” Sorry, I don’t understand. I’m still learning. Can you ask me in another way? |
| [out-of-scope utterances — self-service] | Sorry, I’m in pilot mode and I don’t know about that question. To find support, see the Team Member Assistant [link] page. Unfortunately, I don’t know the answer to that question. To find support, see the Team Member Assistant [link] page. I’m sorry, I don’t understand your question. For more information, see the Team Member Assistant [link] page. I’m sorry, I don’t know how to answer that question. To find support, see the Team Member Assistant [link] page. I’m sorry, I don’t know the answer to that question. To find support, see the Team Member Assistant [link] page. |
| you’re f***ing stupid useless piece of s*** bot | Please follow Teamworks policies [link] during our chat. Inappropriate language is not allowed. Please use appropriate language during our chat. For guidance, see the Teamworks Policies [link] page. I’m here to help you. Please be nice to me. To review the chat policies, see the Teamworks Policies [link] page. |
Thumbnail photo by Brett Jordan on Unsplash
