Quick Read

The Role Of A Conversation Designer

By Jurgen Gravestein

As a conversation designer, you don’t need to be an engineer or code wizard. But you do need to understand how conversational platforms work. That’s why you need to know about the needs, limitations, and capabilities of the artificial brain.

The artificial brain of a bot does not ‘think’ like a human. A bot needs context, variables, entities, and it uses intent recognition to recognize what a user wants. This is done through a process called natural language understanding (NLU). NLU allows computers to interpret language. Although every platform has its own ‘rules’, they all have similar working components.

The user has a completely different set of needs. People have anxieties, hesitations, and motivations. We need encouragement, helpfulness, and persuasion. Because of that, your bot needs to account for these sensitivities in its interactions with your users. Understanding the psychological limitations and processes is just as important to maximize the interaction between the two.

By applying different copywriting techniques, that take both psychology and technology into account, we can create and shape meaningful user experiences that are helpful, natural and persuasive. In addition to that, we have developed a conversation design process that allows teams all over the world to be more productive and design better conversations. We officially launched our Conversational Acadamy in February this year. It is the first online academy for conversational design in the world.


In the first month, over one hundred people from over 20 countries enrolled in our online course:
Conversation Design Fundamentals. We see it as our mission to grow the conversation design community and share our knowledge and expertise with as many people as possible.

Become a Certified Conversation Designer now. And join us in this incredible adventure.