Chatbot Design Process

Remember those phone-based IVR queues? We all have grown up to despise those, right?
But what if technology provides you with an ultra-advanced version of interaction that induces personalized conversation? Those preset and one-size-fits-all queries will be no more, and you’ll just feel like talking or interacting with a real-time human.
Yeah, that’s what we call AI-enthusiastic chatbots. And you as a UX/UI designer have to be through the process of chatbot UX design, one way or another.
Therefore, in today’s article, we’ll take you through extensive guidelines on how to design UX/UI for a chatbot. Stay tuned.

Chatbots: What, Why, and Types!

Before we put our heads in the list of UX UI tips for chatbots, it’s better to do some homework.

What are Chatbots?

Simply put- a chatbot is a computer program that is able to conduct communication in a number of forms with a human. It can be auditory or texture methods, but it has to be convincing enough to simulate human behavior.

But it has to be convincing enough ***

Here is a quick list of popular chatbox-

  • Facebook Chatbot.
  • Hipmunk.
  • NatGeo Genius.
  • Whole Foods.
  • BabyCentre UK.
  • Duolingo.
  • MongoDB.
  • LeadPages.
  • TechCrunch.

Why Chatbots are New Dimensions for Businesses?

There are broadly three factors that drive businesses and services to adopt chatbot technology for their customer support.
Factor 1- It reduces the customer service cost by a huge degree. Once trained up with proper user interaction techniques, it can literally replace human customer service agents. Perks? Millions of yearly cost reduction.
Factor 2- There had been a number of successful conversational-based chatbot systems lately. On that note, we can recall WeChat, which has put the interactional channel of businesses and services forward.
Factor 3- Voice-oriented personal assistants are being popular day by day. So, people are getting more used to interacting with AI-enthusiastic systems. Google’s Google Home, Amazon’s Alexa, and Apple’s Siri are three of the biggest examples.

How many types are in there?

Simply, there are two major types of chatbots for business-

Customer Service Bots

Takes over the task of business interaction between customers and the customer support unit. Example: ‘Ask UPS’ by UPS, and ‘Ask Jenn’ by Alaska Air.

Interaction Bots

These chatbots go beyond just customer service and bring on other forms of both one-way and two-way interaction. As an example, the Chatbot from Domino’s Pizza allows users to make orders. Another chatbot named Flo from Progressive can generate an auto insurance quote.

Chatbot UX design: Process and Examples

Alright, so here goes the heart of this article, for which you’ve visited the page. We’ve noted down 7 of the most important, and actionable chatbox UX design strategies. Have a look-

The Voice Tone of the Chatbot

It doesn’t matter if it’s an auditory conversation or text-based, chatbots are supposed to replicate and replace a human-to-human interaction with a human-to-bot interaction. So, it’s essential to keep the tone of the communication human-friendly.
For instance, a real conversation between a customer and an agent can be analyzed. The voice tone, the vocabulary, and the body language have to be imitated.
We know that chatbots can not get out of the preset patterns of conversation. But you, as a designer must be aware of how the tone of the conversation is affecting the user’s persona and experience.

Leverage User’s Conversation History

This is an interesting step that can make your chatbot far better than the ones from your competitor’s inventory. And the idea is to leverage users’ previous conversation history and cut down unnecessary chit-chats.
Just by checking the previous chat history, you can let the chatbot mine out some data like what product the user is working with, what sort of payment method they prefer, etc. This practice will, eventually personalize the user’s experience and turn new customers into repeat customers.

Create User Flows

According to statistics, about 80 percent of adults and 91 percent of teenagers use chatbots on a daily basis. So, clearly, it’s a massive amount of people that a chatbot has to deal will.
But over hundreds of chatbots out there, just 33 percent of them are able to revolutionize new use cases. The rest of them, don’t have a clue about what user flows are, and how to optimize them from real-time customer interactions.
When you will be designing a chatbot, let it add some more value apart from talking to customers. While creating the user flow for the bot, let yourself go beyond the box as a designer and uncover some hidden benefits of texting.
Example? Have a look at the new chatbot designed by Adrian Zumbrunnen. It’s a full-page welcome chatbot for the audience. With extraordinary user experience design, he’d been able to boost the traffic by a massive 1000%!

Choose The Right Interaction Style

Chatbots can interact with users in a diverse range of ways. The first categorization comes with text and auditory interaction. Voice interaction has its own terms and conditions.
But when it comes to non-auditory interaction, there are two major options-

Interacting with pre-determined links and buttons

In this way, buttons and links are displayed in a carousel, and this might also include images. This saves the users from unessential typing, and that saves a lot of time and effort for users to input data.

Interacting in a text-only method

It’s quite an old school that chatbots interact through text replies and questions. But there are certain perks in terms of dimensions of interactions. This also lets the chatbots and users deviate from the scripted chatbot algorithms.

Implement Linear Flow

One of the major purposes of interactional chatbots is to lead the users towards their desired data through a minimum number of tasks. These tasks are supported by the bots and that largely depends on acceptable user responses.

Bottom Line

So, this was a quick guide on how to improvise chatbot UX design and how to get more out of them for business. This technology is, however, going through a process of revolution still today, and there is a lot more to discover in the future. Stay updated!

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