‘What makes a good chatbot UX?’ – Econsultancy
Nikki Gilliland says, “There’s been a lot of talk about chatbots in the past year or so.
Many brands have jumped on the bandwagon, but not every example has been a successful one.
So what separates the wheat from the chaff, in order to make a chatbot really worth using? Let’s start by thinking about what features a chatbot must offer (and what often lets them down).
1. Mimics natural conversation
Chatbots are machines, we all know this, and yet the very best ones make users forget that they aren’t actually talking to a real-life human.
Bots must use seamless and natural language, which ideally reflects the brand’s wider tone of voice. A vocabulary that’s limited to only a handful of generic answers is immediately going to destroy the illusion, leaving users feeling frustrated and problems remaining unsolved”.
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