Have you ever wondered who designs a chatbot conversation? Who decides what reply the bot will give? How does the chatbot respond?
I stumbled upon an opportunity to write conversations for chatbots without any prior technical knowledge. You don’t need any! All you need is to be creative with your words and create conversations that are human-centric. Allowing users to have a natural conversation with the chatbot but simultaneously be in control of their experiences.
78% of business to customer communication is going to be done through bot messengers within the next three to five years —
– Mikael Yang, Many Chat
What does a Conversation designer do?
A conversation designer bridges the communication gap between humans and chatbots whilst giving a personality to the bot.
A personality is created by using NLP that interprets natural language using machine learning algorithms. It relates thoughts, language, and patterns of behavior learned through experience to specific outcomes.
Conversation Designers use these algorithms, reinforce them with a pre-analyzed set of texts that the machine uses to “learn”. This continual learning makes a chatbot more intelligent and increases the chatbot’s effectiveness over time.
Chatbot with a personality!
The success of a chatbot lies in an exceptionally well-written conversation. That happens only when the conversation designer can create a flow where the users are engaged and the answers are foreseen. The conversation designer should thus be able to create conversation flow from multiple viewpoints.
In an online study, 790 participants were persuaded by a chatbot for a charity donation. The design created involved two chatbot identities and four personality strategies, where participants were randomly assigned to different conditions. Findings showed that the perceived identity of the chatbot had significant effects on the persuasion outcome (i.e., donation) and interpersonal perceptions (i.e., competence, confidence, warmth, and sincerity).
This goes to show that developing a personality for a chatbot is the number one factor for increasing user engagement. A personality gives users and customers an experience that is similar to a real person thus creating a memorable chat experience.
How to develop a conversation for a Chatbot?
Identify Use case
When developing a chatbot conversation it is essential to understand the use case for the chatbot. The bot persona can be developed by understanding the use case and the user persona.
For example, if the chatbot is required for a hospital the user persona here is quite different, anxious perhaps confused. The bot persona must reflect confidence and comfort to ensure the conversation is as smooth as possible and users are engaged.
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Creating a set of default responses to some questions that users usually ask can bring a chatbot to life! Chatbot users do come up with whacky questions at times to test the bots, it is important to answer them creatively and strengthen the bot’s architecture with human qualities.
Some questions that a chatbot must be able to answer are-
-Are you a robot?
-Are you human?
-Tell me something!
-I have a question?
-Who made you?
Keywords are the easiest way to customize your chatbot to address specific user requests Setting keywords to intents is an integral part of understanding how your bots will reply. It broadens the accuracy of your chatbot. The trained bot locates keywords and directs the conversation at each node by offering a couple of pre-set response options.
Plan the right image
Roleplay while designing a conversation during the development process. Foreseeing what users might respond to a particular question can help create engaging chatbots. As I said creating a personality is very important for a chatbot, but somehow a personality is already created whether or not you consciously decide to implement one.
Plan the conversation flow
This is probably the most crucial step while creating a chatbot conversation, it is recommended to create a flow to the chatbot beforehand to avoid dead ends and abrupt flow. Knowing where the conversation is heading next avoids errors while developing. Understanding the intent of the user; to listing all the possible responses is helpful when a framework is developed.
Users don’t want to read monologues or paragraphs about anything. Keep it short, make it easy for users to understand dialogues. Instead of one big conversation make it several smaller conversations and engage users to the next response.
Test with users
This is crucial to test your chatbots ‘Brain’ when you input several predicted intents of the users it is important to test the accuracy with several users. This is because one user might ask questions in several different ways.
In conclusion, a good chatbot will do more than just respond, it will understand user intents and analyze conversations and hence converse with users. There is a lot that goes into consideration while designing a chatbot, but this information is just enough to know what to keep in mind while designing a flow. Now that you know how to level up your chatbots, get to practice now!
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Design Chatbot Conversations -Reveal chatbot’s personality! was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.