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Conversational Design for Voice and Chat Bots

Conversational experiences via a chat or voice bot are starting to become more commonly seen and more widely accepted. And introducing bots into operations presents a way for organizations to both improve customer service and increase operational efficiency.

But upon deciding to implement a bot, many companies jump right in and build one with minimal planning and design. After all, we all have conversations all the time, so how hard can it be?

The result has been a lot of bad bots – not evil, but very frustrating to use! And these bots are often built for use cases that are not best served by a bot experience. However, it is possible to create high-value bots across all channels, provided some care is taken to produce great conversational design. So how do we get to that?

Check out our infographic below to learn more about how to develop conversational bots:

Google’s Contact Center AI uses artificial intelligence that converses naturally with customers and expertly assists your customer service representatives on more complex cases. Implementing this technology helps foster relationships with your customers through personalized support, increase customer satisfaction through shorter wait times, and improve operational efficiency. It also frees up your customer service team to focus on the more difficult calls that may come in.

Are you ready to get started with a bot at your organization? Maven Wave can help you get up-and-running with Contact Center AI. And with our unique Conversational Design approach to designing and building voice and chatbots, we combine User Research, Behavioral Analysis, and Visual Design to create dynamic, engaging bot experiences for your customers or employees. We explore both the business goals of the bot conversation and your users’ needs.

Whether it is a small pilot bot or a large scale deployment, customer-facing or enterprise-wide, we can help you brainstorm, design, develop, integrate, and deploy your bot. Contact us today to get started.

About the Author

Adam Matthews
Adam Matthews is a User Experience Architect at Maven Wave with over nine years of experience. As a member of the User Experience and Design team, Adam designs and delivers user-centered digital properties and strategies. Adam has spent most of his career at agencies and consultancies, notably Rosetta Marketing and Isobar, and also has product experience in an agile environment. His experience is also built on a strong foundation, receiving a B.Sc. in Cognitive Systems (University of British Columbia) and a Masters of Human-Computer Interaction (Carnegie Mellon University).
May 12th, 2020

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