The following practices will help you design a great conversation between your chatbot and your client:
- Transparency
- Avoid using an excess of predetermined links and buttons
- Use an NLP middleware approach
- Include politeness and small talk
- Tolerate typos and slightly ambiguous formulations
- Always include domain specific terminology
- Define your bot's tone
- Keep the number of possibilities limited
- Let the user know when the bot is "thinking" or processing the query
Reducing complicated, confusing processes down to a natural conversation is potentially a huge business opportunity for anyone willing to jump headfirst and create a great user experience. Chatbots are only as smart as the words you feed them. If a bot is too rudimentary, people will lose trust in the company and will feel ignored and unappreciated. UX problems appear when the user deviates from the designed linear flow.