![]() Use casual language, write in the first person and use humor as appropriate.Īdding images, emojis, and other media can also help to add personality without giving the user more to read. It should still feel like a conversation with a human. Not that a chatbot design should be devoid of personality. Instead, keep it concise and offer links to web pages with more information as appropriate.Ī webpage can be scanned for relevant information, while chat is linear, so for more in-depth information, a webpage is more appropriate. They want quick answers, not a casual conversation.ĭo not try and communicate everything you want to say in chat. It is not even like a chat conversation with a friend. Keep It Concise, but With PersonalityĪlthough you want your chatbot design to feel conversational, you cannot treat it as a conversation. You cannot easily backtrack if you find yourself going down the wrong route. Remember, a chatbot is not like a website. Avoid overwhelming users with too many options when using your chatbot unless those options are extremely distinct. The more options you add, the more likely the user will make the wrong selection and go down a conversation thread that doesn’t have their answer. This may also mean you need to limit the scope further so that the user is not overwhelmed with too many options at any one time. Otherwise, the user has to read through a lot of messages to get the answer they need. To achieve this, you need to create a relatively flat structure. They come wanting answers, and it is the job of your chatbot design to get them to that answer as quickly as possible. Users do not engage with a chatbot to chat. Consider Structure and Depthĭon’t allow the name to mislead you. If people open a chatbot expecting to speak to a live person, they will enter the interaction unhappy, increasing their cognitive load, meaning they will be less likely to get the answer they want. That does not just apply to the topic of the chatbot it also applies to its nature. If you fail to manage expectations, users will quickly become frustrated. Is it for customer support, sales, FAQs, or something else? You need to clearly and concisely communicate this to the user so they understand if it is for them or not. Communicate Scopeīefore creating your chatbot design, decide on its role. I found it to be both easy to use and yet still flexible enough to do most things. If you are interested in the platform I used to build the chatbot for this site, it is Landbot (affiliate link). In this post, I want to recommend 7 steps you can take to mitigate the dangers of chatbots while ensuring you can still enjoy the benefits they can provide. The limited ability of chatbot systems to understand natural language.Annoying users with popups that interrupt the user’s journey. ![]() Removing the user’s ability to scan and skip to relevant content.However, the user experience professional sees a host of usability problems, including, but not limited to: The marketer in me sees huge potential for engaging with customers at scale while still maintaining natural conversational interactions.Ĭhatbots also have the potential to shape the narrative and guide the user through the buying process. The Challenges and Opportunities of Chatbot DesignĮven back in 2017, when I first wrote about chatbots, I was torn about their role. Put the User in Control and Consider Placement ![]() Limit the Need for Users to Type Responses
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