The most common user requests processed by chatbots are reduced to three main types:
• getting quick answers to urgent questions (37%);
• resolution of a complaint or problem (35%);
• receive detailed answers or explanations (35%).
But everything is easy at first glance, and it hides dozens of unrelated scenarios. The client addresses one issue, but the dialogue ends differently. Therefore, we always start the chatbot design with the questions, what problem it solves and the basic flowchart.
When the goals and objectives are clear, we begin step by step, to create a chatbot to combine building blocks. The most important blocks in the dialogue are the intentions and entities that are used to model what the user can say. Also, contexts play an important role. The same words mean different things in different contexts. Our dialogue specialist will correctly organize all these entities among themselves and will link intentions, entities, and context.
When designing, we adhere to several principles:
- Minimum dialogue - maximum exposure. To get the same answer from the user, you can ask one question, but you can have several.
- Provide everything. Many bots fail because it answers questions with something like “Sorry, I didn’t understand you.” It is necessary to envision the case if the user enters a random set of characters.
- Every word has a meaning. Giving dialogue using the proper words of playfulness and character makes communication pleasant.
- Think about the future. Making chatbots, it is necessary to lay the possibilities that you plan.
- Each proposal should move the conversation forward and bring the user closer to their goal.