The Chatbots are unique from their own rights. The program replicating human conversations is a chatbot. Several chatbots make use of the decision trees for creating conversations. Either they are able to recognize the keywords accordingly respond, or they facilitate the end-users in selecting from their given options for directing the conversations.
Defining a chatbot is equally important as well as identifying it.
So What Is A Chatbot? It is a Form of Conversational Design.
A Chatbot is a form of conversational design replicating conversations, while many Chatbots function using the decision trees. Either by recognizing the keywords and providing the responses accordingly, or else they favor the end-users into selecting from the list of options for directing the conversations.
The conversation designs largely refer to the conversation - like contents, whether from the headers and texts published on webpages, voice UI like Google Home and Alexa, or else the Chatbots. Hence, the Chatbot content is a type of conversational design - still, the two are different.
Chatbots are even not human interacting by means of a chat interface (often termed as "live chat"). Chatbots are specifically computerized systems.
So, why does it matter?
While the engineering and design team are engaged in determining the ideal way for communicating with audiences, they will be using shorthands. If the designers ask the audience to confirm the password, then they refer to conveying it to the audience through text on a page, or else they might imply a chatbot will be appearing for informing the audiences.
In the early conception phase, it might not matter about the form of conversational design the team is having in mind, whereas, in the end, the content team will have to take the responsibility for more significant work when the result is a chatbot. So, bearing this principle in mind, clarifying the form of conversational design the team is having in mind is necessary.
One such example of non–chatbot conversational design is the conversational UI that involves a few good practices.
- Complete sentence headers
- Forms having help texts with specified instructions, apart from the examples
- Copies are written in the 2nd person, whereby the audience is referred to as “you”.
The Voice UI could even take up "speaking" to the audience. If the team considers this feature, then either they could build up a competitor to Siri, Google Home, and Alexa, or else they are more likely developing an app for these systems to download. Now, this could sound similar from the conception perspective while the requirements are highly different. Voice UI is having no visual design and even no abilities in triggering or prompting the end-users to take action. This feature has a stark contrast to the phone app that could launch notifications without the app being opened by the end-user.
What Are the Best Practices for Creating Useful and Engaging Chatbots?
At the time of building a chatbot, you must be sure of getting done a few upfront works –
- The decision about the Chatbot is the right solution is taken
- The technological constraints, like the system to be used, have been taken.
- The capabilities to be available in the system, like the built-in synonyms thesaurus or autocorrect are being looked into.
So, this is the time to start and get into it – since Chatbot is just not an algorithm, and you can design it with the content you are having, As it is time for building up the Chatbot's contents, so, these are the five crucial practices you have to take up for making a humanesque chatbot.
1. Your Actions Should be Defined
Chatbots cannot be a miraculous solution to everything – you have to focus on working on the specified user flows the audiences accomplish with Chatbots. There are some organizations having a form of design principles or value propositions for identifying the chatbot’s goals.
2. Separating Response Types
Chatbots bring two things to mind –
i. A chatbot responding any kind of end-user types selecting through the keywords and key phrases
ii. A chatbot following a series of decision trees, requesting the end-user for selecting from the few options and then getting them back through the user flow.
Chatbots have the ability in doing either one or both of these tasks. Being aware of where you are aiming is crucial. Despite intending to focus on the decision trees, the users could possibly go off-script. So, keeping this matter in mind, decide on how should your Chatbot respond. While thinking through the word associations of the Chatbot, then keep in mind the words are having context.
3. Be Inclined to the Robot-Self of You
Right when you are clear about what your chatbot can accomplish, you have to think about how will Chatbots get it done. In the first place, avoid pretending the Chatbot is a human.
4. A Tone Suitable for Each Scenario Must be Created
The "voice and tone" created by the content strategists are entirely two different identities. A voice resembles a brand personality and identifies how to do a company sound. However, the tone differs as it depends on the situation. The voice could be “friendly” but when there is an error message, then friendly will sound different compared to the success message. A Chatbot must be having a different voice from that of the company.
5. Designs Should be Done for Errors
Just like other UIs, the Chatbots just have a single chance for making a first impression. In case, the experience is not smooth and simplified, then the audiences will not return. Keeping this in mind, the Chatbots must be having well-written error messages. Now the error message from the Chatbot could be in a simple tone like saying, "I do not understand. Could you be more clear?".
A Chatbot you are designing is not a human, but it is a program. A well-designed program garners ease and peace in the audience. The discussed five steps are the perfect guidance for a Chatbot to near the human connection with the end-users.