What is good design?
In the context of the web, good design isn’t just appealing content and pretty colours (although those help!) Good design, first and foremost, is usable. It’s intuitive. It’s there to help users make the most of a piece of software, with the least amount of handholding.
With that established, let’s take a look a well designed chatbot looks and feels like.
A well-designed chatbot knows when to stop talking
Sounds counterintuitive, but no one likes a chatty chatbot. Much like a supermarket attendant who will not leave you alone, a chatbot that doesn’t know when to stop talking is almost never welcome.
There’s always the temptation to train your bot with reams of responses, but that’s not good design. A well-designed chatbot is one that understands both the intent of the user, as well as the context, and provides a short, succinct, and most crucially, accurate response to the same.
Chatbots can usually send push messages to its users. This is a powerful feature, but much like Spider-Man, we too have learnt that along with great power comes the great responsibility of protecting our chatbot users from spam.
Send too many notifications, and your chatbot goes from a useful service to an irritant that needs to be silenced.
Don’t Go for a complex structure
Never ever try to design a chatbot with a complex back-end design. Make a point to come up with a simple navigation structure. Ensure the fact that every click-through action always leads to its designated landing page.
This will prevent users from getting confused about the bot’s workflow.
Never Leave an open ended loop
Your chatbot asks questions to users and doesn’t provide them with options to choose from. Do you think your bot will gain popularity? No, it will not. This is because users use your chatbot for guidance.
Users bank on the interface to get their required solution/information. Now if your chatbot doesn’t provide them with a proper roadmap, they won’t use it in the future.
To avoid this situation try to close every loop which you design. Don’t worry even if your chatbot has limitations and can’t guide users after a particular level. Redirect them to the main menu but never leave them hanging.
Now you might be wondering where to find a chatbot which functions beyond the scope of these limitations. The solution you need is Zoe, a smart AI-powered chatbot. It functions within its area of strength and successfully engages users in interactive chat sessions.