Drawing a Map
Before we can start connecting the dots, decide what those dots are, to begin with. Begin asking “why?” to as many things about your customer’s behavior. Start asking why a customer calls or messages your company in the first place. Do they want to find locations for your business? Do you want to know the hours? Perhaps they want to schedule an appointment or place an order?
Once we have these ‘conversation topics’, begin mapping them together through a conversation flow. This high-level structure is the layout, the foundation upon which everything else is built.
At this stage, we’re not concerned about the copy, or the actual words that the bot’s going to say. Instead, we just need to think about how our topics connect to each other.
For example, once our bot provides a list of relevant locations to the user, they can select their preferred location to find out more information about it and to schedule an appointment. This all comes down to intuition — it’s the same thing that a human being would do for another.
Essentially, this is a storyboard. The bot guides the user through the story by asking questions. “What zipcode are you looking for locations in?” “Would you like to schedule an appointment?” In this way, one topic leads to another.