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 π |
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: βHow can I help you?" User: βI want to book a ticket.β Bot: βSure, where do you want to go?β |
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 π |
Uses empathy | User: βHelp my card got stolen!β Bot: βOh no, I'm so sorry to hear that. Let me help you." |
Never uses ALL CAPS | It comes across as very aggressive β 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: βHello, Iβm your bot assistent.β Formal company bot: βHello, Ms. Carter. How may I help you today?β Funky company bot: βHey B, nice to see you again! Whatβs up?β |
Uses emojis if/when appropriate | Good: "Get in, we're going shopping π" Bad: "Sorry you lost your bank card π" |
Collects user feedback about the conversation | "Before you go, how was this experience for you?"
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