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A guide to conversation design: why, what and how

Conversation design is the practice of making AI assistants more helpful and natural when they talk to humans. It combines an understanding of technology, psychology, and language to create human-centric experiences for chatbots and voice assistants. The following articles will give you a better understanding of the conversation design fundamentals.

 

What is conversation design?

Artificial intelligence (AI) is becoming increasingly more important in our daily lives. Around the world, there are millions of technology-powered conversations taking place every day. But how do these systems actually understand what you are saying? And how do they know what to respond to? Is it magic? Of course not.

As you might have already guessed based on this article’s title, it is the power of conversation design that makes these interactions so pleasant, useful, and meaningful. 

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Conversation design fundamentals: sample dialogue

As conversation design is becoming more and more popular, it is important to understand some of the fundamentals. Sure, we can talk about advanced psychological principles that can be applied when designing for conversational interfaces, but for now, we are sticking to the basics. It’s important that we all start using these fundamentals in the right way so that we can ensure that those billions of users will at least have a good and human-centric experience.

In this article, you will learn about the concept called Sample Dialogue and the basic conversational structure of acknowledgment, confirmation, prompts.

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Conversation design process

If humans and AI will be living and working together, they need to learn to communicate with each other. This is where conversation designers come in. They create trust between people and 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 the 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.

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Conversation design strategies

Let’s be honest, most chatbots and voice assistants kind of suck. They often don’t understand what you say and what you want to achieve. We have all been there. But some brands get it right. They know how to deliver human-centric interactions that help users get their job done when they reach out to the AI Assistant.

So what do these brands have in common? In this article, you will learn some of the best conversation design strategies that you can implement to make your chatbots or voice assistant more helpful, natural, and human-centric when talking to your customers.

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How to influence customers through conversation design

Chatbots and voice assistants can be used for repetitive processes that often can be automated. That is why customer service was the first to adopt chatbots and make them part of their regular operation.
However, conversational technology can be applied in many more ways. Think of service, marketing, sales, hr, and even online coaching. From a tech point of view, the implementation is pretty much the same for every use case. But for a Conversation Design point of view, different rules apply. To figure out how this works, there are two very important models: The Bill Price irritation-value Model and the BJ Fogg Behavior Model.

Let’s get going and discover how these models can be used to take our Conversation Design to the next level so you can influence the behavior of your customer.

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How Vodafone trained more than 100 conversation designers

Vodafone is constantly developing a one global AI Assistant named TOBi. It’s TOBi’s mission to help customers with everything that is Vodafone related. Vodafone handles

1 million live engagements per day.

But when you operate in so many countries, with local teams in charge of content and conversation design, how do you ensure proper conversation design? How do you make sure that everybody’s local application of TOBi speaks in the right tone-of-voice, that customers feel comfortable engaging with it, that it’s successful in its key mission of reducing costs while increasing customer satisfaction?

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