Best Practices to Increase Chatbot Adoption

1. Spotlight real user wins:Periodically feature individual success stories in newsletters, chat channels, or meetings—e.g. “How [Name/Team] used the chatbot to solve [problem] in seconds.”
   1. Example: "Let’s spark a little friendly rivalry and break our all-time activity record this month!" View full size

1. FAQs: What questions can I ask?
2. Product updates: Here’s what’s new in [insert chatbot name]!
3. Share impact regularly: Send periodic updates to all users showing chatbot usage growth, common questions answered, and time saved as a result of adoption.

1. Prominent placement: Ensure the chatbot is accessible on each page of your intranet site.
2. Apply teaser messages: Did you know adding a teaser message increases chatbot engagement by 33%?

1. Solicit feedback:Ask manager heads for common questions. 
   1. Set up a simple monthly check-in or survey for managers to gather chatbot-related input from end users and relay it to the admin or support team for continuous improvement.
2. Expand knowledge base: What are you answering over and over? Add knowledge for those topics.
3. Referral behavior: Encourage managers to remind employees to "Ask Capacity" when they get questions that are already covered in the bot.

1. Email auto-responses:When someone emails traditional support, auto-reply with:

   “We’re now handling most support through our Help Chat. You’ll get faster answers there, and we’ll still escalate to a human if needed.” Include instructions on how to access the chatbot.

2. Inbox redirects: Gradually set auto-forwarding rules to funnel emails from legacy support inboxes into Capacity Help Desk inboxes.

Incentivize Early Adoption

1. Faster service: Promise (and deliver) quicker answers in chat than via email.
2. Perks or gamification: E.g., “Use the chatbot this month and get priority routing / faster SLAs.”
3. Recognition: Publicly highlight departments or teams that are early adopters.

Train and Prime Users with Positive Experiences

1. Walkthrough demos: Short GIFs or videos showing how to use the chatbot.
2. First-time interactions: Ensure smooth handoffs to humans during early bot interactions.
3. Seed quick wins: Pre-load common Q&As, so the chatbot immediately solves frequent problems and builds trust.
4. Ongoing learning opportunities: Host regular office hours, short webinars, or “Ask Me Anything” sessions to make sure users always have an easy way to ask questions and get tips.

Behavioral Nudges

1. Salience: Place the chatbot front and center (intranet, help center, Slack/Teams integration). Direct email links to the bot.
2. Language framing: Present chat as the smarter, faster way — not just as a replacement. E.g., “Chat can get you answers instantly, while email is slower.”
3. Progressive nudging: Initially allow email, but keep prompting with chat links. Over time, nudge more proactively until chat becomes the default.

Build Trust and Social Proof

1. Executive endorsement: Ask leadership to actively promote the chatbot and its benefits—this can be via emails, videos, or comments during all-hands meetings. This top-down support sends a message that chatbot use is a priority.
   
2. Internal champions: Recruit influential teams or leaders to use and endorse the chatbot.
3. Usage statistics: Share metrics like, “85% of questions answered instantly in chat this month.”
4. Testimonials: Highlight positive feedback from employees/customers.

Gradual Change Management

1. Phased rollout: Start with pilot groups (tech-savvy teams, heavy support users), gather feedback, refine, then expand.
2. Clear timelines: Communicate when email support will become secondary or deprecated.
3. Feedback loops: Make it easy for users to report issues (“this didn’t work”), and visibly act on their input.

Reinforce the Habit

1. Consistent messaging: Every support communication reminds users: “Chat is the fastest way to solve your issue.”
2. Make it seamless: Support single sign-on, mobile access, or embed in tools they already use.
3. Behavioral reinforcement: Celebrate quick resolutions (“✔️ Your issue was solved in 30 seconds — 4x faster than email!”).