Have you ever noticed the small chatbot popping up on the side of the website when you open it? Some chatbots feel extremely natural to talk to, and there are others that just don’t make the cut. Have you ever wondered why? Everything comes down to how well you have performed in the conversation design process.
Basically, it is teaching a computer to interact with humans as naturally as possible. When done right, your users get to experience the most seamless journey on your website. During the initial days, Google Assistant would not understand most of what we said. But, now you can ask your Voice Assistant about anything, and they can understand you much better.
In fact, Business Insider estimates that consumer spending through chatbots will reach $142 billion by 2024. Thus, the conversational design field is growing and changing according to the evolving market. It covers everything from UX design, audio design, psychology, language processing, and creative copywriting. Let’s take a look at the conversation design best practices in 2022 to broaden your view about the field. But, before that, we will explain why it is significant in today’s world.
People love to interact with AI assistants and ask questions. However, the problem is with the lack of human touch. Bots are unable to understand emotions, tone, and context. They behave too cold, and sometimes, they don’t understand the question at all. This is why you need conversation design. It is the art of teaching a computer to mimic human behavior.
The goal is to make the experience as natural as possible. This way, the user can easily understand your brand’s message and have a great experience on your website. This not only boosts conversions but also increases page views and user engagement.
However, it is critical to remember that conversational design is an ongoing process, and it requires constant tweaking and improvement. So, how do you prepare your dedicated teams for the year 2022? Start with the following conversation design best practices:
Using an AI assistant is to help the end-user and also derive crucial customer info during the process. Therefore, the conversation you design must be simple enough for the user to understand. That is the only way you can get the user to keep engaging. Reduce the use of complex words and technical jargon. And, always remember that you must test your design with an average consumer before rolling it out.
The more cooperative you can get your system to be, the better engagement you will receive. So, design the conversation by keeping your end-user in mind.
Users do not interact with AI assistants to make small talk. They want something beneficial out of it. Identifying their goal can help you make smooth conversations with them from the start. Try to find their motive by using their past visits to the website, or start the conversation by asking them what they need.
Most users are sure about what they want from your brand. But, they might not know how to learn more about it. For example, your customer might want to order a Pepperoni Pizza, but they might need help on how to do it on your website. Ergo, always keep the conversation moving forward.
A stall in the conversation is not something a user wants in 2022. Since most of them have voice assistants at home, they expect you to do better. Just like how Amazon and Google are pushing the boundaries with conversation design.
You need to remember that AI assistants are not just there to answer simple questions. You need to engage your customer. That is how you can get them to become your brand advocates. They will always remember the experience and will share it with their friends. Make sure your assistants are not just text-heavy, and you need to show your user the real benefit of your product. This will increase their trust in you and will help them solve their problems or convert into your customers.
Adding something as simple as an emoji can greatly improve the depth of your system. Your conversation designer must truly understand your brand’s voice. Everything from content to visuals must be in unison with how your brand would like to interact with the end-user.
In case your AI assistant is not responding, it is important to have a clear channel of communication and an escalation path. This helps to establish a sense of ownership in your brand’s message. If it fails to deliver the expected result, you must be able to provide an apology and also an alternative solution if needed. This will help you gain customer trust.
If your user is not satisfied, try to resolve the issue as early as possible. It also assures your customer that you are addressing their problems. Conversation with humans is a complex process. Hence, your bot might fail to meet your expectations. However, this is the best way to identify issues and develop your bot further for better responses to user queries.
In our modern age, users understand how the internet works. And, they know that AI can do better. Take Google’s Dialogflow, for example. They use advanced machine learning algorithms to provide their users with a good experience. So, it is inevitable that a user might compare your service to tech giants like Google and Amazon. Therefore, don’t forget to ask for a user review at the end of the conversation.
A good example to illustrate this is Domino’s Facebook chatbot. It increased the convenience of ordering a pizza significantly. It made it easier for its customers to engage with the brand just by listening to their orders and feedback. At the end of the day, your aim is to have happy customers who look for your products and services again and again. And, listening to them is the best way to do that.
Informing your team members about the performance of the system is crucial for the development process. Share performance and bug analysis results with them. This will prove useful to identify bottlenecks in the AI assistant’s system and also to prioritize the improvements. Moreover, regular reports help keep the team motivated and will ensure that your AI assistant gets upgraded on a consistent basis. These updates will let you create an assistant that works effectively in providing the necessary aid to the end-user. Also, ensure that the marketing team takes part in the conversation design process so that they can provide the necessary feedback to enhance the conversation experience.
As no two humans are alike, AI assistants need to learn and improve for every user. Hence, they must be able to learn from these interactions and change their behavior accordingly. This is what keeps the conversation with an AI assistant engaging. The more you improve the interaction and treat it like a human assistant, the better it will perform. Hope these conversation design best practices help you build better relations with your customers during this year and beyond!