Best Practice Report

What You Need For Chatbot Design Success

The Overview Report In The Conversational Experience Design Series

November 14th, 2023
With contributors:
Ian Jacobs , Tiffany Do , Eleanor Theriault , Shayna Neuburg


To deploy a chatbot successfully, an organization needs to work on user experience (UX), not only technology implementation. The UX work requires designing intents, personality, and dialogue, based on an understanding of the components that make up a chatbot and, if you already have a chatbot, knowledge of how the effort has gone so far. This report explains the two types of design expertise required (human-centered design and, more specifically, conversation design), three obstacles companies face, and how to tap people with the right skills. It then introduces the other reports in this series — about assessment, components, action, personality, and dialogue.

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