Ebook Guide To Design A Chatbot Conversation

Guide to
Design A
CHATBOT
Conversation
contents
CONTENTS
Introduction
Overview to Conversational UI
Chatbot Conversational
Design Essentials
How should Chatbot speak to

humans?
Conclusion
About Maruti Techlabs
02.
introduction
INTRODUCTION
Chatbots have taken the world by storm with their efficient
conversation, ubiquitous nature, interactive and predictive
approach. When people think of chatbots, they tend to
consider them as replacements for human to human
interactions. Bots are here to expand and enhance Customer
Service as opposed to the notion of replacing it entirely. Bot to
Bot conversations will be part of the future of Chatbots and
intelligent agents.
03.
conversational
OVERVIEW TO
CONVERSATIONAL UI
It is a paradigm shift from the earlier communications achieved either
by entering syntax-specific commands or clicking icons. Conversational
interface allows a user to tell the computer what to do. The time after
the chatbots hit the market; chatbots on a website are creating
conversational websites and interacting with the customer in the same
way a shop assistant would do in the past. Conversational UI takes two
forms - voice assistant and chatbots.
WHY ARE COMPANIES BETTING HIGH ON

CONVERSATIONAL UI?
There’s more to conversational interface than the way they recognize a
voice. Conversational interfaces have kindled companies’ interest by
presenting an intelligent interface. The intelligence does not result
merely from words being recognized as text transcription, but from
getting a natural-language understanding of intentions behind those
words.
04.
CONVERSATION
+ USER INTERFACES
= BUSINESS LOGIC
Famous companies like Apple, Facebook, etc
have all set up conversation-based interfaces
powered by AI chatbots that have come
good to serve several business purposes.
Before Customer responses were a phone
call away and today it’s just a Chatbot away.
Take a company like 1800-Flowers for

instance. They are now leveraging the
natural-language ordering mechanism
through Facebook Messenger to make this
possible. After introducing Facebook
Chatbot, the company is claiming that 70%
of its Messenger orders came from new
customers.
RISE OF CONVERSATIONAL INTERFACES

Looking into the future, language and reasoning frameworks are going
to blend with big data and machine learning to give way for
conversational user interfaces that better understand customer needs
and wants, better understand the customer and his surroundings.
More and more business models will benefit from chatbots.
05.
essentials
CHATBOT CONVERSATIONAL
DESIGN ESSENTIALS
UNDERSTANDING CUSTOMER GOALS
ARE IMPORTANT
Before designing conversation for chatbot, identify and understand the goals of
the customer. To be more specific, understand why the client wants to build a
chatbot and what does the customer want his chatbot to do. When the designer
gets to know why the chatbot is being built he is better placed to design the
conversation with the chatbot.
DESIGNING CHATBOT INTERACTIONS

The designer can model the conversation flow based on the type of interactions
between the user and a chatbot. There are 2 types of interactions:
Structured: The structured type is more about the logical flow of information. For
instance, a buyer ordering item at a restaurant chooses the item from a predefined
list.
Unstructured: The unstructured conversation flow includes freestyle plain text. It

is important for the designer to understand capabilities of messaging platforms
while designing structured conversations. For unstructured conversations, the
designer makes sure that the chatbot supports minimum vocabulary essential for
the user to complete his tasks.
06.
SCRIPTING THE CHATBOT CONVERSATIONS
While developing the script for messages, it is important to keep the
conversation topics close to the purpose served by the chatbot. The
sole purpose at the core of scripting for the designer is think of all the
possibilities before scripting the conversations. For e.g., when it comes
to designer scripting for a hotel reservation chatbot, there are a myriad
of possibilities of the chatbot suggesting better options in accordance
with their choice.
For the designer, interpreting user’s

answers is important to develop
scripts for a conversational user
interface. During the script work, if the
designer wants the conversation to be
natural, open-ended questions are the
right fit to achieve this goal.
With the user saying and typing whatever he wants to, the designer
needs to be diligent in framing questions and processing responses.
Furthermore, if the chatbot doesn't come with an AI-enabled brain,
crafting relevant responses to user queries will become quite the
ordeal. The designer would be better off in framing open-ended
questions only when it is extremely essential. Moreover, open-ended
questions can steer the conversation away from end goals.
07.
chatbots
HOW SHOULD CHATBOT
SPEAK TO HUMANS?
INITIATE THE CONVERSATION
AND INTRODUCE ITSELF
At the start of a conversation, the bot should introduce itself with a short
description as the user might not be familiar with the chatbot or it’s working. The
description should explain the purpose of the bot and prompt the user to take the
first action.
GUIDE THE USER

Bot should not be overloaded with information, it may misguide or lose the user’s
focus. Bot should prevent a conversation to become stagnant by responding to the
actions and giving the user necessary options. Options also prevent the
conversation from possible dead ends as there are many directions available for
the conversation to head towards. By limiting functionality, bots can guide users
down specific paths within the program. Use buttons with multiple options.
Consider suggesting things to do; this will help users discover additional
functionality.
CHATBOT SHOULD LEAD THE CONVERSATION

Bot should lead the conversation to develop naturally and be a moderator when it
deviates its goal. Chatbots can have 2 types of conversations: Free form or Linear
conversation. Entertainment and fun bots can have free-form chats that can lead
down to any number of paths. While commerce focussed bots such as 1-800
Flowers keep the conversation linear. The experience is similar to answering a
multiple choice test.
GIVING LIMITED OPTIONS

A bot should bring efficiency into the system and have a strong value proposition.
As the user is able to get a hang of bot features, it should limit the options and
guide users towards the final goal for example order a product, subscribe to a
newsletter, checking weather etc.
08.
INTERACTIONS MUST BE SHORT
If the chatbot starts blabbering about a long list of offers and the customers are not
even looking for it, then the customer may not return back to the bot. Thus
messages need to be short and to the point. The chatbot should mimic human
interactions instead of text filled with information which the user will skim over.
MORE TEXT AND LESS GRAPHICS

One of the main differences between chatbots and mobile apps is the user
interface. However, the chatbot's goal is to bring forward a hybrid experience of GUI
and messaging at a single place. Bots have moved from UI filled with graphics to UI
filled with texts and simple images. Thus finding simple ways to streamline the
conversation will help to create a strong balance of GUI inside the interaction.
CHATBOTS
+ HUMANS
= PRODUCTIVE COMBO
A complex work with structured data can be automated using messaging bots, but
a complex task involving cognitive decision making will definitely need Artificial
Intelligence or human intervention. The bot has access to vast amount of
information which lets the customer service representative get to the heart of the
problem quickly, without transferring between departments and wasting the
customer’s time. Customer service reps ensure that the user gets the information
they need when the bot conversation goes off the script.
END JUDICIOUSLY
It’s an awkward situation if the communication is going off the script. A good
option is suggestions so that the bot is helping the user skip step by step
instructions, and efficiently end the interaction to the user’s satisfaction. After the
customer’s task has been accomplished, the bot should end the conversation. Even
after human intervention, if the task is not completed, it should not leave the user
hanging.
09.
conclusion
CONCLUSION
Conversational etiquette are important for chatbots to attract more
customers. The key is that iteration be simple, short and faster. The
faster the designers are able to iterate, the better the chatbots will be
able to interact with the customers. As a result, designers will be a key
differentiator between a bot that succeeds and one that fails.
10.
marutitech
ABOUT MARUTI TECHLABS
Maruti Techlabs is a team of software professionals experienced in
delivering solutions related to Mobile platforms, Cloud systems, Web
analytics, and Application development. Our primary services include
Technology consulting, Big Data Analytics, Bot Development and
Application Development of both Web and Mobile services. We are
expert in providing Bot development services, cloud-based services
related to customized Salesforce integration, Twilio integration and
Amazon Web Services(AWS).
We have designed an SMS-Bot solution using text analytics and

Artificial Intelligence for our client to increase leads turn-out ratio and
reduce waiting time for the customer.
https://marutitech.com
https://marutitech.com
hello@marutitech.com

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Guide to

How should Chatbot speak to

About Maruti Techlabs

WHY ARE COMPANIES BETTING HIGH ON

Take a company like 1800-Flowers for

RISE OF CONVERSATIONAL INTERFACES

DESIGNING CHATBOT INTERACTIONS

Unstructured: The unstructured conversation flow includes freestyle plain text. It

For the designer, interpreting user’s

GUIDE THE USER

CHATBOT SHOULD LEAD THE CONVERSATION

GIVING LIMITED OPTIONS

MORE TEXT AND LESS GRAPHICS

We have designed an SMS-Bot solution using text analytics and

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