text: (window.webpackJsonp=window.webpackJsonp||[]).push([[1922],{"013z":function(e,t,n){"use strict";var a=n("q1tI"),r=n.n(a),o=n("NmYn"),i=n.n(o),s=n("Wbzz"),l=n("Xrax"),c=n("a7k6"),b=n("TSYQ"),u=n.n(b),p=n("QH2O"),d=n("qKvR");var h=({title:e,tabs:t=[]})=>Object(d.b)("div",{className:u()(p.pageHeader,{[p.withTabs]:t.length})},Object(d.b)("div",{className:"bx--grid"},Object(d.b)("div",{className:"bx--row"},Object(d.b)("div",{className:"bx--col-lg-12"},Object(d.b)("h1",{id:"page-title",className:p.text},e))))),m=n("BAC9");var g=({relativePagePath:e,repository:t})=>{const{site:{siteMetadata:{repository:n}}}=Object(s.useStaticQuery)("1364590287"),{baseUrl:a,subDirectory:r,branch:o}=t||n,i=`${a}/edit/${o}${r}/src/pages${e}`;return a?Object(d.b)("div",{className:"bx--row "+m.row},Object(d.b)("div",{className:"bx--col"},Object(d.b)("a",{className:m.link,href:i},"Edit this page on GitHub"))):null},O=n("FCXl"),j=n("I8xM");class f extends r.a.Component{render(){const{tabs:e,slug:t}=this.props,n=t.split("/").filter(Boolean).slice(-1)[0],a=e.map(e=>{const a=i()(e,{lower:!0,strict:!0}),r=a===n,o=new RegExp(n+"/?(#.*)?$"),l=t.replace(o,a);return Object(d.b)("li",{key:e,className:u()({[j.selectedItem]:r},j.listItem)},Object(d.b)(s.Link,{className:j.link,to:""+l},e))});return Object(d.b)("div",{className:j.tabsContainer},Object(d.b)("div",{className:"bx--grid"},Object(d.b)("div",{className:"bx--row"},Object(d.b)("div",{className:"bx--col-lg-12 bx--col-no-gutter"},Object(d.b)("nav",null,Object(d.b)("ul",{className:j.list},a))))))}}var x=f,y=n("MjG9");t.a=({pageContext:e,children:t,location:n,Title:a})=>{const{frontmatter:r={},relativePagePath:o,titleType:b}=e,{tabs:u,title:p,theme:m,description:j,keywords:f}=r,{site:{pathPrefix:w}}=Object(s.useStaticQuery)("2456312558"),v=w?n.pathname.replace(w,""):n.pathname,N=u?v.split("/").filter(Boolean).slice(-1)[0]||i()(u[0],{lower:!0}):"";return Object(d.b)(c.a,{tabs:u,homepage:!1,theme:m,pageTitle:p,pageDescription:j,pageKeywords:f,titleType:b},Object(d.b)(h,{title:a?Object(d.b)(a,null):p,label:"label",tabs:u}),u&&Object(d.b)(x,{slug:v,tabs:u,currentTab:N}),Object(d.b)(y.a,{padded:!0},t,Object(d.b)(g,{relativePagePath:o})),Object(d.b)(O.a,{pageContext:e,location:n,slug:v,tabs:u,currentTab:N}),Object(d.b)(l.a,null))}},BAC9:function(e,t,n){e.exports={bxTextTruncateEnd:"EditLink-module--bx--text-truncate--end--2pqje",bxTextTruncateFront:"EditLink-module--bx--text-truncate--front--3_lIE",link:"EditLink-module--link--1qzW3",row:"EditLink-module--row--1B9Gk"}},I8xM:function(e,t,n){e.exports={bxTextTruncateEnd:"PageTabs-module--bx--text-truncate--end--267NA",bxTextTruncateFront:"PageTabs-module--bx--text-truncate--front--3xEQF",tabsContainer:"PageTabs-module--tabs-container--8N4k0",list:"PageTabs-module--list--3eFQc",listItem:"PageTabs-module--list-item--nUmtD",link:"PageTabs-module--link--1mDJ1",selectedItem:"PageTabs-module--selected-item--YPVr3"}},L2Dx:function(e,t,n){"use strict";n.r(t),n.d(t,"_frontmatter",(function(){return s})),n.d(t,"default",(function(){return j}));n("3bBZ"),n("q1tI");var a=n("7ljp"),r=n("013z");n("qKvR");function o(){return(o=Object.assign||function(e){for(var t=1;t<arguments.length;t++){var n=arguments[t];for(var a in n)Object.prototype.hasOwnProperty.call(n,a)&&(e[a]=n[a])}return e}).apply(this,arguments)}function i(e,t){if(null==e)return{};var n,a,r=function(e,t){if(null==e)return{};var n,a,r={},o=Object.keys(e);for(a=0;a<o.length;a++)n=o[a],t.indexOf(n)>=0||(r[n]=e[n]);return r}(e,t);if(Object.getOwnPropertySymbols){var o=Object.getOwnPropertySymbols(e);for(a=0;a<o.length;a++)n=o[a],t.indexOf(n)>=0||Object.prototype.propertyIsEnumerable.call(e,n)&&(r[n]=e[n])}return r}const s={},l=e=>function(t){return console.warn("Component "+e+" was not imported, exported, or provided by MDXProvider as global scope"),Object(a.b)("div",t)},c=l("PageDescription"),b=l("AnchorLinks"),u=l("AnchorLink"),p=l("Row"),d=l("Column"),h=l("ResourceCard"),m=l("MdxIcon"),g={_frontmatter:s},O=r.a;function j(e){let{components:t}=e,n=i(e,["components"]);return Object(a.b)(O,o({},g,n,{components:t,mdxType:"MDXLayout"}),Object(a.b)(c,{mdxType:"PageDescription"},Object(a.b)("p",null,"You have established a need for a chatbot based on extensive market validation\nand user research. How should you begin to think about designing your\nconversation?")),Object(a.b)(b,{mdxType:"AnchorLinks"},Object(a.b)(u,{mdxType:"AnchorLink"},"Conversational writing"),Object(a.b)(u,{mdxType:"AnchorLink"},"Resources"),Object(a.b)(u,{mdxType:"AnchorLink"},"References")),Object(a.b)("h2",null,"Conversational writing"),Object(a.b)("h3",null,"Tailoring the conversation to your users"),Object(a.b)("p",null,"Be sure to consider the tone of your bot. Tone should depend on the audience and\nthe context in which the user will be engaging in a conversation. For example, a\nhealthcare professional will require a different tone than the end user of a\nfinancial banking bot."),Object(a.b)("p",null,"Each bot requires a uniquely tailored experience. While in many cases the\nfollowing principles will suffice, ensure that your bot’s tone is not\ndistracting or at odds with users’ expectations."),Object(a.b)("h4",null,"In general, bots should:"),Object(a.b)("ul",null,Object(a.b)("li",{parentName:"ul"},"Use simple language that is easy to understand"),Object(a.b)("li",{parentName:"ul"},"Be helpful and agreeable, but not forced or insincere"),Object(a.b)("li",{parentName:"ul"},"Confirm its understanding of user inputs when appropriate (i.e., by\nparaphrasing)."),Object(a.b)("li",{parentName:"ul"},"Provide help or a menu of options when a user is stuck")),Object(a.b)("h4",null,"Typically, bots should not:"),Object(a.b)("ul",null,Object(a.b)("li",{parentName:"ul"},"Attempt to seem like a real human"),Object(a.b)("li",{parentName:"ul"},"Fail to provide an answer without recourse"),Object(a.b)("li",{parentName:"ul"},"Be pushy or send unsolicited messages")),Object(a.b)("p",null,"See the voice and tone guide from\n",Object(a.b)("a",o({parentName:"p"},{href:"http://www.carbondesignsystem.com/guidelines/content/general"}),"Carbon")," for\nadditional writing guidance."),Object(a.b)("h3",null,"Conversation design principles for bots"),Object(a.b)("p",null,"Ensure the success of your bot by following these principles:"),Object(a.b)("ol",null,Object(a.b)("li",{parentName:"ol"},Object(a.b)("strong",{parentName:"li"},"Introduce your bot.")," Be crisp and clear about the identity of your bot,\nthe value it can provide and why the user should trust it. Make it clear to\nyour users that they are chatting with bot, not a real human. And, be sure to\nprovide clear next steps.",Object(a.b)("ul",{parentName:"li"},Object(a.b)("li",{parentName:"ul"},"Is your bot setting the right expectations?"),Object(a.b)("li",{parentName:"ul"},"Has your bot set the boundaries of what it can do?"))),Object(a.b)("li",{parentName:"ol"},Object(a.b)("strong",{parentName:"li"},"Orient the user.")," Inform the user about what they can do, ask, or find.\nDon’t assume users will understand the scope of topics that can be discussed."),Object(a.b)("li",{parentName:"ol"},Object(a.b)("strong",{parentName:"li"},"Be proactive.")," Suggest options (structured responses) as effective inputs\nthat will help the user get what they are looking for or trying to do.\nActively identify scenarios where guidance might be needed for users that\ndon’t know what to ask or how to ask it."),Object(a.b)("li",{parentName:"ol"},Object(a.b)("strong",{parentName:"li"},"Decrease ambiguity.")," Confirm user intents that have significant\nconsequences by repeating what is about to happen (“To confirm, you want to\nmove \\$300.00 to Checking?”). Summarize complex input from the user to\nconfirm the bot’s understanding. Where possible, use structured responses to\nprevent dead-ends, unknowns, or chats that go off in tangents."),Object(a.b)("li",{parentName:"ol"},Object(a.b)("strong",{parentName:"li"},"Provide clear actions.")," Provide a menu of structured responses narrow the\nscope of the input. Don’t overwhelm the user with too many choices."),Object(a.b)("li",{parentName:"ol"},Object(a.b)("strong",{parentName:"li"},"Guide the user to their goal.")," Ensure successful interactions by providing\nguidance and feedback during complex processes. Notify the user how long a\nprocess might take, or if they are on the right track. Where appropriate\nallow users to cancel or restart longer processes."),Object(a.b)("li",{parentName:"ol"},Object(a.b)("strong",{parentName:"li"},"Get feedback.")," Collect user feedback to improve your bot’s relevance and\naccuracy over time.")),Object(a.b)("h2",null,"Resources"),Object(a.b)(p,{className:"resource-card-group",mdxType:"Row"},Object(a.b)(d,{colLg:4,colMd:4,noGutterSm:!0,mdxType:"Column"},Object(a.b)(h,{subTitle:"IBM Design for AI: Conversation",href:"http://ai-design.eu-de.mybluemix.net/design/ai/conversation/planning",mdxType:"ResourceCard"},Object(a.b)(m,{name:"bee",mdxType:"MdxIcon"})))),Object(a.b)("h2",null,"References"),Object(a.b)("ul",null,Object(a.b)("li",{parentName:"ul"},"Raluca Budiu,\n",Object(a.b)("a",o({parentName:"li"},{href:"https://www.nngroup.com/articles/chatbots/"}),"The User Experience of Chatbots"),",\n(Nielsen Norman Group, 2018)"),Object(a.b)("li",{parentName:"ul"},"Adam Cutler, Zach Causey and Lawrence Humphrey, IBM Design Conversational\nExperience Guide (2017)"),Object(a.b)("li",{parentName:"ul"},"Erika Hall,\n",Object(a.b)("a",o({parentName:"li"},{href:"https://abookapart.com/products/conversational-design"}),"Conversational Design, A Book Apart"),"\n(A Book Apart, 2018)"),Object(a.b)("li",{parentName:"ul"},"William R. Miller and Stephen Rollnick,\n",Object(a.b)("a",o({parentName:"li"},{href:"https://www.guilford.com/books/Motivational-Interviewing/Miller-Rollnick/9781609182274"}),"Motivational Interviewing: Helping People Change"),"\n(Guildford Press, 2012)"),Object(a.b)("li",{parentName:"ul"},"Robert J Moore and Raphael Arar,\n",Object(a.b)("a",o({parentName:"li"},{href:"http://www.morganclaypoolpublishers.com/catalog_Orig/product_info.php?products_id=1414"}),"Conversational UX Design: A Practitioner’s Guide to the Natural Conversation Framework"),"\n(Association for Computing Machinery, 2019)"),Object(a.b)("li",{parentName:"ul"},"Cathy Pearl,\n",Object(a.b)("a",o({parentName:"li"},{href:"http://shop.oreilly.com/product/0636920050056.do"}),"Designing Voice User Interfaces: Principles of Conversational Experiences"),"\n(O’Reilly, 2016)"),Object(a.b)("li",{parentName:"ul"},"Amit Shevat,\n",Object(a.b)("a",o({parentName:"li"},{href:"http://shop.oreilly.com/product/0636920057741.do"}),"Designing Bots: Creating Conversational Experiences"),"\n(O’Reilly, 2017)")))}j.isMDXComponent=!0},QH2O:function(e,t,n){e.exports={bxTextTruncateEnd:"PageHeader-module--bx--text-truncate--end--mZWeX",bxTextTruncateFront:"PageHeader-module--bx--text-truncate--front--3zvrI",pageHeader:"PageHeader-module--page-header--3hIan",withTabs:"PageHeader-module--with-tabs--3nKxA",text:"PageHeader-module--text--o9LFq"}}}]);