If humans and AI will be living and working together, they need to learn to communicate with each other.
That is where conversation designers come in. Conversation designers are copywriters that make chatbots and voice assistants more natural, helpful, and persuasive. They create trust between people and AI, and they ensure companies can truly unlock the potential of conversational AI. If you look at all technological developments in the market today, then you know conversation design is going to be an important job going forward with Internet of Things (IoT) also coming up. So let’s discuss some of the things you need to be thinking of when you start with the conversation design process.
We are going to discuss:
1. Understand the balance between tech, psychology and language
2. Design to establish support/trust.
3. Have a human-centric conversation design process
4. Use role-play and sample dialogue
5. Keep it simple with edge cases
Time to buckle up!
1. Understand the balance between technology, psychology, and language
Here is the thing, if we are going to have robots and humans communicate with each other, then two things stand out. The robot has an artificial brain and the human has a human brain. These brains are completely different from each other. They both have their capabilities and limitations, and they both have different triggers that make them function properly.
The artificial brain needs structured data like intents, variables and entities. Whereas the human brain needs empathy, guidance and encouragement to function. Language is the thing that makes them both perform.
As conversation designers, we therefore need to understand technology, psychology and language. Only then can we ensure that we leverage conversational AI and create better experiences for our users – and that is ultimately the goal.
2. Design a bot persona for trust
Communicating with something artificial is a weird experience if you think about it. If it is not designed properly, it can become creepy quickly. That is obviously not what we want.
A way to deal with this is to design a bot persona. This is the personality behind your conversational experience. It is pretty much where the words of your chatbot or voice experience come from.
You want to develop a solid persona that allows for consistent vocabulary that resonates with your users and the journey they are on. The persona is not simply your brand, it is a fictional character in relation to your brand and your user.
Designing a good persona allows for consistent language and that ensures likability, consistency and trust. There is an entire process in the Conversational Academy dedicated to this, so make sure you check out the course later.