Do’s and Dont’s while designing conversational UX for Chatbot

I have come up with something interesting for your BOT’s while you design them. In this article I have stated few Do’s and Dont’s, which may be helpful when you design conversations for your ChatBot. Essentially these are good to have sort of things. Hope you find it helpful.

Here’s a list of Do’s while you design your BOT.

1. It’s good to have an Avatar and a Name to your BOT.
2. Always introduce your BOT. ( Ex: Hi, I’m Nemo your food ordering assistant!)
3. Good to have quick replies as Buttons, where the user can just tap or click on that as a reply from their side.
4. Good to have emojis or emoticons.
5. Limitations of the BOT can be explained while in the conversation.
6. Break the conversations when needed.
7. Design conversations for all the possible ambiguities or interruptions. (Training BOT with utterances or FAQ’s etc.)
8. User freedom is a very important aspect to be considered while designing conversations.
9. Let the user leave conversation anytime he wants to.
10. Use of natural language and expressions in conversations makes users feel that they are talking to a human.
11. Clarity of the conversation is very important, like what is the BOT trying to convey to the user.
12. The responses designed for a BOT should be specific to avoid user misinterpretations.
13. Design the conversations in such a way that the BOT full fills the business needs, rather than transferring it to the agents or arrange a callback, for all the queries that a user might ask.
14. It’s good to have the options for the users to enable push notifications for your BOT’s, in case the conversation is lost.
15. Feedback on the conversation or the BOT is an important thing.

Here’s a list of Dont’s while you design your BOT.

1. Complete the conversation never leave the user hanging.
2. Don’t have huge text block as a reply.
3. Don’t force your user for anything unless its mandatory to move forward.
4. It’s good to avoid open-ended questions or statements.
5. Every user may have a different way of conversing and hence the bot should not have a very specific flow of conversation.
6. Make sure that it takes fewer steps to complete the required task than to prolong with so many steps.
7. Don’t robotize your BOT, give a human touch.

Thanks for reading!