Design and Structure Chatbot Conversations with UX Analysis Techniques
Directed Chatbots Support Customer Service and Increase Sales If They Are Designed for the Task
Author: Tom and Angela Hathaway
Video Duration: 6:02 minutes
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Conversational user interfaces require good User Experience Design to be effective. Casual conversations are seldom designed. If you are interacting with an organization, however, the conversation is often orchestrated.
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Since the advent of customer service centers, the use of scripted conversations has become the norm. Organizations save tons of money by standardizing on their messaging with consumers. This experience is invaluable in guiding the next generation of human-machine technology, namely chatbots.
Directed chatbots are reliable and efficient.
In the new world of chatbots, businesses obtain information about their users in a straightforward and efficient manner. To be most effective, business analysis or user experience analysis should be one of the first steps in creating a chatbot conversation or copy. It identifies problematic areas and reduces the chances of creating confusion during the conversation. In order to create a conversation-based bot, it’s important to understand the form and nature of human communication first. For your chatbot to succeed, it needs to make sense to customers and not alienate them.