This is where we continue our chatbot journey, really. Specifically, addressing the challenge of how to understand (and interpret) customer intents, we said “most chatbot platforms have experts on hand to assist clients with building up databases of phrase variations”.
“Well, thanks for that,” you’re thinking, “but this doesn’t really solve the challenge.”
And you’re absolutely right.
It’s not enough for me to tell you that there are chatbot platforms out there with teams of experts who will help you with the monumental task of building databases of at least four hundred phrase variations per single user intent. That’s vague information about a common conversational chatbot challenge; not an actual solution.
But – what if I could point you in the exact direction of such a team of experts? Would that help you solve the challenge of conversational design? Because I can, and will.
First, some basics…
What is conversational design?
Conversational bot design is the process of designing a natural, two-way interaction between a user and a system based on the principles of human-to-human conversation.
Thanks to conversational design, end users can have natural conversations with your business’ chatbot. Providing customers a conversational experience over chatbot is important for a few reasons, chiefly:
Customers appreciate the human touch of a conversational experience because it makes them feel valued
Conversational chatbots keep customers engaged for longer, helping you to collect valuable feedback
Conversational experiences provide businesses with clear insights about what end users want. This helps understand users better, and helps with chatbot scalability over time
With conversational bot design created by dedicated experts, you can provide customers with conversational experiences to keep them engaged. This is a step up from keyword menus that provide quick answers – but offer little beyond fast information.
A well-designed conversation will, for example, ask job seekers database customers more open-ended questions. This will give customers the freedom to express themselves fully, without being led down a path – giving you a highly detailed understanding of customer experiences, while helping the customer feel heard.
Professional Services Conversational Design Program
Getting conversational bot design right takes time. And resources. And conversational design expertise that is found in dedicated teams.
This is a combination of assets most businesses simply will not have.
But we do.
Towards the end of 2019, we set a goal aimed at helping our customers meet the future demands of customer experience.
We selected a team, identified key challenges we can help customers solve, went through mounds of literature and certifications…
And then, the world faced a once-in-a-century pandemic. COVID-19 forced business into accelerated digital transformation. The future had caught up with us.
With work-from-home policies kicking in around the globe, chatbots became a necessity instead of a nice-to-have afterthought for someday in the future.
We helped health organizations and businesses accelerate their digital transformations – including conversational chatbots – and meet the rising need to deliver critical information quickly and reliably.
