It’s amazing to see how chatbot developers and designers have built great solutions so quickly. But I’ve also been sceptical of chatbot providers offering quick relief and triage for call centres. It’s still a huge effort to have a fully trained and up-to-date chatbot around a topic that’s extremely fluid and ever-changing.
The solutions aren’t…
I’ve learned a lot in the past 5 years of testing and designing conversational experiences. From quality assurance of voice interfaces, training AIs, and managing over 10 chatbot projects.
Here are my 6 best practices.
Use plain, but conversational language
After setting the design and plan for a chatbot, we begin to ‘conversationalise’* the content. This means taking existing FAQs, processes, documents, miscellaneous content and adapting it for a chat medium.
The combination of plain English and conversational ready language ensures that you cover the majority of users. …