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5 Top Tips For Human-Centred Chatbot Design | by Ambit | Aug, 2020



Just as we try to hire “T-shaped” employees — we’ve found it’s best to create T-shaped chatbots. The T-shaped metaphor is used to describe the skills and abilities of a person within a team. The vertical bar representing depth of knowledge and experience within a specific topic, and the horizontal bar representing the ability to collaborate and work with people in other areas by having a light understanding of their topics/disciplines.

This one has been quite controversial. When a chatbot says that it’s a chatbot — it’s almost going against the turing test purpose of trying to trick a human into thinking a machine is a human. But the people have spoken, and we’ve spoken to a lot of you about this — people of all ages and backgrounds, and we all prefer honesty, and transparency — we want to know what we’re talking to. So even though our chatbots can chat like a human using the latest artificial intelligence — we still want to know what it is.

This tip is about balancing how you use AI in your chatbot. Looking at which type of conversations work with ‘more AI’ vs scripting. Scripting enables the business/chatbot to lead the conversation, but NLP (Natural Language Processing) enables the chatter/customer to lead the conversation.

1. Conversational AI: Code/No Code

2. Chatbots 2.0: Simplifying Customer Service with RPA and AI

3. Question Answering on Medical conversation

4. Automating WhatsApp with NLP: Complete guide

At Ambit, we simply conversations into 3 different types derived from an end to end customer experience — Acquisition and Retention, encompassed by Help/support at any point in the experience. We got to these simplified conversation types by looking at trends across all our clients conversational ecosystems– finding there’s common customer/employee needs in every organisation that fit into these 3 common buckets.

Humans don’t just ask halfway through a convo, “hey, how’s this chat going?”. (Although maybe we should then we might be better listeners…)

The joy a conversational user experience is that it’s informal — so use it — it’s a conversation! Have as much fun as you can (within your brand guidelines and values of course ).

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