AI is changing the way we interact with our customers. In a world where talking to machines is now an everyday occurrence, we believe these interactions have to be designed to mimic natural human conversations. The more one can leverage human conversation, the less users have to be trained on how to use it.
Our experts have hand-picked a selection of articles to break down the basics of Conversational Design.
We started augmenting our abilities ever since we learned to use the combined forces of body and cognition to craft physical tools. Those skills helped us to establish ourselves as the leading species on Earth. But what really sat homo sapiens apart was even more intangible –
our ability to make nuanced communication and talk to each other.
Since then, we have come a long way. We created languages, dialects, a multitude of stories and styles, then started writing. Besides books and printing, we also invented computers and learned to type on a keyboard and to maneuver a mouse. We devised programs that can execute binary code. But until now, we have been adapting our interactions to the limits of the computer systems, now realized via swipes and touches on screens.
However, the relationship between humans and technology is changing with AI as the great facilitator. In BotSupply, we believe that there is a growing need for a new kind of ervice – conversational design – which is rooted in the natural types of interaction, such as speech and text, but also utilizes visuals and audio elements.
The future of interactions with brands will be successful and enjoyable mostly through conversations – it's time to stop talking to your customers and start having a dialogue with them.
Creative problem solving
Conversations are contextual and close to unpredictable. We start with discovering contextual needs to create suitable conversational solutions. We delve into creative problem solving, which is based on a reflective and iterative approach: research, ideate, create, test, evaluate, repeat until perfection.
To ensure the desirable user experience with conversational AI, one has to structure words, sentences, and multimedia elements. We translate situations, user demands and business needs into smooth conversational flows, where context and copy are meaningfully entwined.
Imagining the customer
Using elements of game character design and storytelling, we develop personas for each bot. When holding a conversation, we imagine talking to a "person", even if it is a virtual agent. It is better to design the bot personality, otherwise users will design it themselves. You define how your brand shines through your bot.
Words that resonate
If language is the selected means of interaction, words become the primary design tool. We carefully tailor words around your brand, context, medium, and persona. The bot dialogue is tested and edited, until we find the best match between your brand, users and the bot intelligence level.
See and tell
We always strive to design the Thing Right, but we also strive to design the Right Thing. So we use prototyping to obtain priceless inputs from both the users and the stakeholders. It helps to push the process forward and make the design ideas tangible for everyone involved, from developers to end customers.
Incorporating user feedback in the design process is essential to us. In the field of AI, we also have to take the available data into account. We include the users' perspectives and the technical boundaries into our designs, adapt and modify, creating the best solution for each case.
We guess you're thinking 'does this really work??' We get it, and that's why we're offering you to kick the tires with a chatbot trial.
You select the use case, and provide your frequently asked questions. Then a designated chatbot operator from our team configures and trains your custom-built chatbot within 7 days for you to try out for a month.