8 Conversation Design Principles For Making Better Chatbot Conversations
It is often said that conversations are the key to build effective long-term relationships, and that holds even in the business ecosystem where you engage with your customers. Nowadays customers have dynamic tastes and preferences and all they crave is for an experience of your product or service and an emotional connect which will help them trust and associate with the brand better. This trend to deliver the best experience to the customer via effective conversations has opened a scope for a much wider audience and companies, to do it more precisely have entered the era of artificial intelligence and Chatbots.
Successful and effective conversations will result in lasting relationships and create a good impression of the brand, hence, a good conversation design for your chatbot conversations is imperative.
ADOHM brings you 8 conversation design strategies to make your chatbot conversations practises worthwhile:
A cooperative principle is essential to make conversations seem natural, and comfortable. We can ensure this by giving the customer as much information as is necessary to further the perceived purpose of the conversation and not too much and providing only the relevant information considering the topic in focus
The conversations should be designed in such a way that it meets your business goals and help you reach closer to those and not complicate things. There should be clear goals and objectives defined which the chatbot will help you achieve.
The conversations should be smart enough and should not deviate from the topics your customer is interested in. Grasping the context, will help create better touchpoints and better conversation outcomes which will lead your customer interact better with the bot and provide more inputs.
Quick and clear
The response time of the chatbot should be well optimized to deliver a better experience to your customer with the messages being short, clear and unambiguous. If a query demands more information then it needs to be broken down into smaller bubbles so that the reader can grasp the message quickly without spending too much time reading it.
The conversations need to be interactive and responsive, giving some space to your customers to respond and react. It is an important element in your conversation design as it can make or break a conversation.
The chatbot should deliver accurate information to the customers about the product or the service in focus and shouldn’t make any false claims, or promises. This is essential to develop the trust of the customers.
The bot should resemble a character that is an extension of your brand, hence it should have the manners, knowledge, and attitude of someone you would hire to face your customers. Also, it should be someone capable of connecting with your target audience so be sure to consider factors such as lifestyle and demographics and consider aspects like greeting your customer, bidding them goodbye, giving them cues to proceed and offer an apology wen there is a deviation in delivering the results.
Errors happen when your chatbot cannot proceed because the user didn’t respond, said something that your chatbot can’t comprehend or requested something the bot can’t deliver. This may happen at any point in the conversation – the way you handle errors and attach conversation funnels and actions defines the success of the whole conversation.
If you wish to know more about chatbots and ADOHM, visit https://adohm.com/