Conversational Design

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Conversational design is one of the most important components of the chatbot development process. Here the foundation stone of a good chatbot user experience is worked out. This phase takes place before the actual technical development. The following aspects will be examined in more detail:

Use Case Definition

Wherever communication takes place, chatbots can be used. Therefore it is important to identify the exact problems that can be solved with chatbots in order to create a clear added value. In this conception phase further goals are worked out, which the chatbot should fulfill. Then, as in classical development, user stories are created that contain the functions of the chatbot.

"If chatbots can convince your customers that they're human, but can't resolve their issues, what are you really accomplishing." Kevin McMahon - Director of mobile development, SPR Consulting

Target group definition

Many decisions in the conception phase depend on the actual users of the chatbot. In order to identify the exact target group of the chatbot, so-called personas, i.e. archetypal users, are worked out. These represent the user groups of the chatbot. As a rule, very different personas are created in order to get a good picture of the users. When a persona is created, characteristics such as name, age, place of residence, education or degree of digitisation are defined. Most important are the needs of the target group, which the chatbot should pursue.

Chatbot personality and tonality

The chatbot is seen as a representative of the company he represents in conversations with users. The value system and tonality of the company should also be reflected in the language of the chatbot. Therefore, the chatbot is assigned a detailed personality or character, with a fixed value system. This is necessary in order to be able to make a decision when formulating the answers of the chatbot. one to maintain tonality.

> Conversational Map

> Conversational Testing

 

 

 

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