Best Practice Report

Design Better Chatbots

The Foundation Report In The Conversational Experience Design Series

November 9th, 2021
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
With contributors:
Ian Jacobs , Kelsey Callahan , Wesley Patterson , Shayna Neuburg

Summary

Chatbots have a bad reputation, and it’s well deserved — most of them disappoint. Why? Because organizations obsess about the technology and neglect user experience (UX). But a new discipline has emerged for creating chatbots that help users instead of frustrating them: conversation design. Design leaders and everyone else involved in automating conversational experiences should guide their organizations toward establishing a solid competency in conversation design. This introduction to our conversation design research lays out what you need to know and where to learn more, whether your organization has a chatbot already or has just begun to consider creating one.

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