Conversation design checklist

Here are some tips and tricks for building clever bots and offering customers the best possible user experience:

Your bot:

Example

Introduces itself and the organisation

Hi, welcome to Bot Trains. I'm Choo Choo, your virtual assistant πŸ‘‹

Clearly states what it can do

I can help you book a ticket, check train times, or find the perfect destination for your next trip!

Takes turns with the user, instead of bombarding them with information

Bot: β€œHow can I help you?"

User: β€œI want to book a ticket.”

Bot: β€œSure, where do you want to go?”

Offers alternative ways of support if it can't help the user

Sorry, our agents are currently unavailable. Perhaps you'd like to email us your question instead? hello@bottrains.com

End the conversation in a clear way

Glad I could help. Bye bye πŸ‘‹

Uses empathy

User: β€œHelp my card got stolen!”

Bot: β€œOh no, I'm so sorry to hear that. Let me help you."

Never uses ALL CAPS

It comes across as very aggressive – LIKE YOUR BOT IS SHOUTING AT THE USER

Greets a returning user by their name

Hello Beyonce, welcome back!

Has a well-defined personality and voice that matches your brand

General bot greeting: β€œHello, I’m your bot assistent.”

Formal company bot: β€œHello, Ms. Carter. How may I help you today?”

Funky company bot: β€œHey B, nice to see you again! What’s up?”

Uses emojis if/when appropriate

Good: "Get in, we're going shopping πŸ›"

Bad: "Sorry you lost your bank card πŸ˜‚"

Collects user feedback about the conversation

"Before you go, how was this experience for you?"

  • Great!

  • Not so great...

Want to learn more about Conversation Design and its best practices? Head over to Medium for more content and articles!

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