Chatting with Humans: User Experience Design (UX) for Chatbots: Simplified Conversational Design and Science-based Chatbot Copy that Engages People

Why Do Many Chatbots / Conversational User Interfaces Fail to Deliver on Their Potential?

According to studies, many users abandon chatbots that deliver a poor user experience. In addition, businesses abandon chatbots that don’t achieve their business goals. The critical success factor for any conversational user interface is the design of the conversation flow/logic AND well-crafted bot messages. Both are essential to keep the chatbot user engaged and make them want to chat with your bot to achieve your business goals.

Conversation Design is much more than just writing questions and branching to the next question based on a user choice. The essence of Conversational Design is to have defined and logical dialogs that resemble the reasoning of a business expert.

Using the Right Conversation Design Approach Can Make Your Chatbot a Raving Success.

In this book, you will learn how to:

• Leverage UX Design and Business Analysis techniques to create chatbots that align business goals with user expectations.

• Structure your chatbot's conversational flow for the best user experience.

• Use the power of neuroscience to shape your chatbot messages and create an exceptional and engaging user experience.

To demonstrate the entire conversation design process, the book offers a step-by-step real-life example of how to define, analyze, and design the logical flow of a lead generation and product sales bot that we developed.

From the Authors
Chatbots serve many different purposes. Simple chatbots can generate leads, sell products, support affiliate marketing, answer questions, and even provide customer service. Their more sophisticated cousins, Artificial Intelligence/ Natural Language Processing (AI/NLP) chatbots, understand natural language to a degree and are capable of learning.

The good news is that most companies do not need an AI chatbot. A far simpler, rules-based chatbot can solve many problems. We explain the difference between AI/NLP bots and rule-based bots and show you when to use which.

The User Experience (UX) analysis and design skills taught in this book show you how to sequence and design a logical conversation flow that incorporates brain-based messaging for engaging audience participation. We will show you how to design and structure a chatbot conversation for the best user experience.

Once you have defined and structured the user choices and decisions, it is time to wordsmith. You learn how to use the power of neuroscience to shape your chatbot messages and create an exceptional and engaging user experience.

Learn how to phrase questions that convert visitors to customers based on how the human brain makes decisions. To make a difference, you also need to formulate the questions that are the heart of the chatbot.

To give you an opportunity to practice your new skills we include assignments and quizzes to each chapter.

• Understand pros and cons of Natural Language Processing (NLP) chatbots and rule-based chatbots.
• Analyze business goals to identify opportunities for chatbots and conversational interfaces.
• Define user goals and chatbot outcomes that are aligned with business goals.
• Apply user experience analysis to define user choices and decision points for the bot.
• Visualize and design conversational flows with decision trees, spreadsheets, or Use Cases.
• Create an exceptional user experience by using variables to capture user choices.
• Minimize lost leads by designing a “live chat” option.
• Develop the chatbot personality that can make or break your bot.
• Use brain-based messaging to engage visitors with your bot.
• Write powerful, engaging, and convincing chatbot copy.