--- title: "What People want: Concrete Language From Chatbots" description: Chatbots shouldn't be too cute, or too random, or too aloof - here's what research is telling us consumers want. image: https://www.hireawriter.us/hubfs/HAW%20blog%20-%202023-09-21T101042.336%20(1).png --- [Skip to the main content.](https://www.hireawriter.us/business/what-people-want-concrete-language-from-chatbots#main-content) [![Untitled design (90)](https://www.hireawriter.us/hs-fs/hubfs/Untitled%20design%20(90).png?width=500&height=500&name=Untitled%20design%20(90).png "Untitled design (90)")](http://hireawriter.us) [![Untitled design (90)](https://www.hireawriter.us/hs-fs/hubfs/Untitled%20design%20(90).png?width=500&height=500&name=Untitled%20design%20(90).png "Untitled design (90)")](http://hireawriter.us) - [FOR BUSINESSES](https://www.hireawriter.us/for-businesses) - [SEO COPYWRITING](https://www.hireawriter.us/seo-copywriting) - [SOCIAL MEDIA CONTENT](https://www.hireawriter.us/social-media-services) - [WEBSITE COPYWRITING](https://www.hireawriter.us/website-copywriting) - [LEAD GEN COPYWRITING](https://www.hireawriter.us/lead-generation-copywriting) - [MARKETING STRATEGY](https://www.hireawriter.us/marketing-strategy) - [FOR AGENCIES](https://www.hireawriter.us/agency-partnership) - [WHITE LABELED COPYWRITING](https://www.hireawriter.us/white-labeled-copywriting) - [FRACTIONAL SEO LEADERSHIP](https://www.hireawriter.us/fractional-seo-leadership) - [TECHNICAL SEO](https://www.hireawriter.us/technical-seo) - [TRAINING](https://www.hireawriter.us/training) - [ABOUT HAW](https://www.hireawriter.us/about) - [JOBS](https://www.hireawriter.us/hire-a-writer-jobs) - [LEARN](https://www.hireawriter.us/learn) - [LEARN SEO](https://www.hireawriter.us/seo) - [LEARN BUSINESS CONTENT](https://www.hireawriter.us/business) - [LEARN SOCIAL MEDIA](https://www.hireawriter.us/social) - [LEARN STORYTELLING](https://www.hireawriter.us/storytelling) - [LEARN CREATIVE WRITING](https://www.hireawriter.us/creative) - [LEARN TECHNICAL WRITING](https://www.hireawriter.us/technical-content) - [LEARN FREELANCE WRITING](https://www.hireawriter.us/freelance) - [CONTACT](https://www.hireawriter.us/contact) Search Toggle Menu Search Toggle Menu - [FOR BUSINESSES](https://www.hireawriter.us/for-businesses) - [SEO COPYWRITING](https://www.hireawriter.us/seo-copywriting) - [SOCIAL MEDIA CONTENT](https://www.hireawriter.us/social-media-services) - [WEBSITE COPYWRITING](https://www.hireawriter.us/website-copywriting) - [LEAD GEN COPYWRITING](https://www.hireawriter.us/lead-generation-copywriting) - [MARKETING STRATEGY](https://www.hireawriter.us/marketing-strategy) - [FOR AGENCIES](https://www.hireawriter.us/agency-partnership) - [WHITE LABELED COPYWRITING](https://www.hireawriter.us/white-labeled-copywriting) - [FRACTIONAL SEO LEADERSHIP](https://www.hireawriter.us/fractional-seo-leadership) - [TECHNICAL SEO](https://www.hireawriter.us/technical-seo) - [TRAINING](https://www.hireawriter.us/training) - [ABOUT HAW](https://www.hireawriter.us/about) - [JOBS](https://www.hireawriter.us/hire-a-writer-jobs) - [LEARN](https://www.hireawriter.us/learn) - [LEARN SEO](https://www.hireawriter.us/seo) - [LEARN BUSINESS CONTENT](https://www.hireawriter.us/business) - [LEARN SOCIAL MEDIA](https://www.hireawriter.us/social) - [LEARN STORYTELLING](https://www.hireawriter.us/storytelling) - [LEARN CREATIVE WRITING](https://www.hireawriter.us/creative) - [LEARN TECHNICAL WRITING](https://www.hireawriter.us/technical-content) - [LEARN FREELANCE WRITING](https://www.hireawriter.us/freelance) - [CONTACT](https://www.hireawriter.us/contact) [Facebook](https://www.facebook.com/Hireawriteronline) [Instagram](https://www.instagram.com/joywriteryouell/) [Linkedin](https://www.linkedin.com/company/hireawriter/) [X](https://www.hireawriter.us/business/what-people-want-concrete-language-from-chatbots#0) [YouTube](https://www.youtube.com/channel/UC8sZOTANgCCjtn29m4J0Z6A) [Medium](https://medium.com/hireawriter) [Tiktok](https://www.tiktok.com/@joyyouell) [Pinterest](https://www.pinterest.com/joyfromhireawriter/) 2 min read # What People want: Concrete Language From Chatbots [![Picture of Writing Team](https://www.hireawriter.us/hubfs/HAW%20Logo%20T%20%26%20White%20square-3.png) Writing Team](https://www.hireawriter.us/business/author/writing-team) : Sep 21, 2023, 10:11:00 AM [Business](https://www.hireawriter.us/business/tag/business) [Content Strategy](https://www.hireawriter.us/business/tag/content-strategy) [Website](https://www.hireawriter.us/business/tag/website) [Marketing](https://www.hireawriter.us/business/tag/marketing) [Chatbots](https://www.hireawriter.us/business/tag/chatbots) ![What People want: Concrete Language From Chatbots](https://www.hireawriter.us/hubfs/HAW%20blog%20-%202023-09-21T101042.336%20(1).png) Chatbots have become a ubiquitous presence in customer service, aiding businesses in providing instant support and information to their clientele. However, the effectiveness of these chatbots hinges not only on their functionality but also on the language they employ. [Recent research](https://www.ama.org/research-insights/chatbots-that-use-more-concrete-language-improve-customer-satisfaction/) highlights the significance of chatbot language concreteness—the use of specific and detailed words—in improving customer satisfaction, willingness to engage with chatbots, and perceived shopping efficiency. ## The Role of Concrete Language in Chatbot Interactions [In a study](https://journals.sagepub.com/doi/10.1177/10949968231177618)focusing on the language concreteness of chatbots, researchers shed light on how the specificity of words used in interactions can shape the customer experience. They identified three critical communication phases—opening, query/response, and closing—where the introduction of concrete language can significantly influence consumers' perceptions of chatbot competence and overall satisfaction. ### 1. Opening Phase Imagine initiating a chat with a chatbot, and instead of a generic greeting, you are welcomed with, "Hello, I'm Oscar, the chatbot of X brand." This introduction immediately establishes a tangible connection between the user and the chatbot. It humanizes the interaction, making it feel more personal and competent. ### 2. Query/Response Phase Providing users with specific options, such as, "Can I help you with bookings, requests, or services?" empowers them to navigate the interaction efficiently. [Concrete language](https://www.hireawriter.us/business/emotional-languages-role-in-audience-engagement-pt.-2) ensures that the user's needs are addressed promptly, enhancing their satisfaction. ### 3. Closing Phase As the conversation concludes, a chatbot that concretely summarizes its assistance leaves a lasting positive impression. For instance, "You're welcome. Thank you for your booking; see you next Friday," offers a tangible resolution, reinforcing the value of the interaction. ## The Impact on Customer Experience To illustrate the significance of concrete language in chatbot interactions, consider two scenarios: **Scenario 1: Generic Language** User: "Hi, I need help booking a flight." Chatbot: "How can I assist you today?" User: "I'd like to book a flight for next week." Chatbot: "Great, please provide me with the details." **Scenario 2: Concrete Language** User: "Hi, I need help booking a flight." Chatbot: "Hello, I'm Oscar, the chatbot of X brand. Can I help you with bookings, requests, or services?" User: "I'd like to book a flight for next week." Chatbot: "Certainly, I can assist you with that. Thank you for choosing our service. Your booking is confirmed for next Friday." In Scenario 2, the use of concrete language at each phase of the conversation enhances the user's perception of the chatbot's competence and elevates their overall satisfaction. It also reinforces the chatbot's role in streamlining the shopping process. [![content business resources](https://no-cache.hubspot.com/cta/default/24409333/dc5c7fab-6738-412a-80dc-fc43b432ad26.png)](https://cta-redirect.hubspot.com/cta/redirect/24409333/dc5c7fab-6738-412a-80dc-fc43b432ad26) ## Practical Implications for Businesses Businesses looking to optimize their chatbot interactions can derive several practical insights from this research: 1. **Prioritize Language Concreteness:** Ensure that your chatbot employs specific and detailed language, especially in the opening, query/response, and closing phases. 2. **Personalization Matters:** Introduce your chatbot with a personalized greeting, enhancing the user's sense of connection. 3. **Empower Users:** Provide users with concrete options to guide them effectively through their queries or requests. 4. **Positive Closure:** Conclude interactions with a concrete summary or resolution, leaving users with a positive impression. ## Concrete Language From Chatbots = Clarity for Customers The language concreteness of chatbots has a profound impact on customer satisfaction, willingness to engage, and perceived efficiency. By implementing these findings and prioritizing concrete language in chatbot interactions, businesses can enhance their customer service and create more meaningful and satisfactory user experiences. - [Tweet](https://twitter.com/share) [![Content Marketing ROI Attribution](https://www.hireawriter.us/hubfs/HAW%20blog%20-%202023-08-09T162752.365%20(1).png)](https://www.hireawriter.us/business/content-marketing-roi-attribution) 1 min read #### [Content Marketing ROI Attribution](https://www.hireawriter.us/business/content-marketing-roi-attribution) ![Picture of Writing Team](https://www.hireawriter.us/hs-fs/hubfs/HAW%20Logo%20T%20%26%20White%20square-3.png?width=30&name=HAW%20Logo%20T%20%26%20White%20square-3.png) [Writing Team](https://www.hireawriter.us/business/author/writing-team) : Aug 9, 2023, 4:34:51 PM Cntent marketing is a cornerstone strategy for brands to engage their audiences, establish authority, and drive conversions. But to truly understand... [Business](https://www.hireawriter.us/business/tag/business) [Content Strategy](https://www.hireawriter.us/business/tag/content-strategy) [Marketing](https://www.hireawriter.us/business/tag/marketing) [Read More](https://www.hireawriter.us/business/content-marketing-roi-attribution) [![Five Ways to Write a Good CTA](https://www.hireawriter.us/hubfs/HAW%20Blog%20-%20image%20to%20post%20in%20Webflow%20on%20the%20blog%20itself%20(49)%20(1).png)](https://www.hireawriter.us/business/five-ways-to-write-a-good-cta) 1 min read #### [Five Ways to Write a Good CTA](https://www.hireawriter.us/business/five-ways-to-write-a-good-cta) ![Picture of Joy Youell](https://www.hireawriter.us/hs-fs/hubfs/Untitled%20design%20-%202023-01-11T142651.001.png?width=30&name=Untitled%20design%20-%202023-01-11T142651.001.png) [Joy Youell](https://www.hireawriter.us/business/author/joy-youell) : Apr 8, 2023, 6:05:50 AM [Business](https://www.hireawriter.us/business/tag/business) [Conversion](https://www.hireawriter.us/business/tag/conversion) [Content Strategy](https://www.hireawriter.us/business/tag/content-strategy) [Read More](https://www.hireawriter.us/business/five-ways-to-write-a-good-cta) [![Dialog Flows: How to Write Chatbot Conversations](https://www.hireawriter.us/hubfs/HAW%20blog%20-%202023-08-17T143019.879%20(1).png)](https://www.hireawriter.us/business/dialog-flows-how-to-write-chatbot-conversations) 1 min read #### [Dialog Flows: How to Write Chatbot Conversations](https://www.hireawriter.us/business/dialog-flows-how-to-write-chatbot-conversations) ![Picture of Writing Team](https://www.hireawriter.us/hs-fs/hubfs/HAW%20Logo%20T%20%26%20White%20square-3.png?width=30&name=HAW%20Logo%20T%20%26%20White%20square-3.png) [Writing Team](https://www.hireawriter.us/business/author/writing-team) : Aug 17, 2023, 2:30:42 PM The true magic of chatbots lies in crafting well-structured and natural-sounding conversations – known as dialog flows – that guide users seamlessly... 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