Communication is an innate part of human life. There’s a unique sense to one-on-one conversations that can never be replaced no matter how advanced technology becomes in future generations
In this age of automation, where most things feel mechanized and cold-hearted to the human touch. Thoughtful chatbot design preserves that sense of connection between people by allowing them to interact with bots in an authentic way.
Chatbot operators may not be able create personal relationships like they once could but thoughtful conversation can still make an impact on your business.
UX Designers, you’re in charge of shaping the way people have conversations on your website. You decide whether or not they’ll be engaging and interesting chats by providing them with a drab or fantastic user experience (UX).
The UX revolution is upon us.
UX revolution: it is real!
It was only in 1995 that technological innovation began to be recognized as an art form.
The first major exhibition of its kind, “Tech demo: The Art Of Computer Innovation” opened at the Speed Mapping Gallery in San Francisco and featured many groundbreaking works by contemporary artists who had been creatively uplifted through their interactions with digital technologies like video games, music videos, animation films etc.
Donald Norman is a cognitive scientist and the first official UX designer for Apple. His job title created an entirely new model of human-machine interaction that had never been seen before in any industry or field, which he devoted all his talent toward developing this unique idea into reality.
Since then, The importance of user experience is now understood by everyone, which means it’s time for you to take your business’ needs into consideration.
UX design is crucial for everything because
- It eases the user’s way into using a new appliance.
- Imparts a sense of human touch to machines.
- Generates a psychological harmony between a machine and its user.
UX is taking over everything. You can say that the AI revolution has almost been handed to us by UX artists with their powerful skills in designing user interfaces, which will change how we live and work forever!
Gone are the days when users would get upset about being asked to book a complaint through chatbots. Nowadays, people don’t really mind seeking resolutions and will happily do so with AI in town!
How did that happen? Through the application of UX in Chatbot design.
Chatbots have been getting more and more advanced, to the point where you might think it’s a human agent when talking with one. That is true for some companies at least!
Chatbots are meant to be convenient, and installing a poorly designed chatbot can result in less customer retention. On the other hand when you install an intuitively structured bot that is quick at resolving tickets your visitors will stay longer than ever before!
You must be thinking, “Are you serious now?” Well I’ll tell ya what; we’re getting close. The world of chatbots is changing fast and there are many benefits to using one that acts with compassion!
Then let’s dig into the principles of organic and engaging chatbot design.
1. Define your chatbot’s scope of action
Being able to ask the right questions is an important part of taking your first step in doing anything new. It will help you make informed decisions and avoid making mistakes that could result from not following a set plan or roadmap!
Few questions to ask before a chatbot UI design –
- Who will the chatbot serve? Will it converse with customers or prospects?
- What’ll be its personality? Will it be quirky, serious, peppy, or demure?
- The topics it’ll address – will it be support, refunds, recommendations, delivery?
- The questions users are likely to ask.
2. Get clear about what the chatbot will do.
Chatbots are easily one of the most promising applications for AI. They need to be trained through machine learning in order to get things done seamlessly and they require a lot of training data as well because it’s not just enough to know how to do something, but also where you should focus your efforts if what we want is natural user experience with these chatbot designs.
While some companies may not need a customer support bot, if you are in charge of lead generation for your business then it is the perfect solution.
A chatbot can help with this task by generating leads and providing information about what customers would want from their service or product offering on demand rather than having them contact us via phone often which could take up time waiting on hold until somebody answers- both theirs as well ours!
3. Design with empathy
In order for a conversational interface to work, it needs empathy from both users and developers.
You must not miss out on the personality aspect during your chatbot design session. Along with what they say, how they communicate is just as important- you need to make sure that you capture their voice in order for it to be successful and engaging!
The chatbot’s persona should be created according to information about the target audience. A familiar tone will open up a conversation with them and make it easier for you both to communicate effectively in this new world of artificial intelligence, customer service, robotics etc.
Will it have a gender? How will it greet the user? Determine these aspects.
4. Incorporate buttons
Instant responses are now common to the point where everyone just expects it. The chic chatbot design can incorporate this feature through buttons for an engaging user experience that will get you noticed!
You want to ease them into a conversation? This is the perfect way!
The suggested responses are great because you do not have to write out what your thoughts are and can still talk about whatever topic came up.
5. Admit to failure
Chatbot will get annihilate, so you have to be ready for the worst! If a user sends something that confuses your chatbot, just keep reading and it should make sense.
To mitigate these, you can train your AI to send an error message. There’s no harm in letting users know they’re speaking with a computer and that we have the correct contact information for them if needed! When confusion arises though gentle guidance will be necessary so as not cause any more problems than already exist.
The potential of artificial intelligence is already being realized in the form of chatbots. By creating human-like bots, it will be possible for AI programs to emulate our behavior and exhibit empathy just like us!