Post #72

2016 showed us that your bot doesn’t work out if the conversation UX of your bot is bad. That’s why I want to post more about the good examples of conversational UX. One more great article which was born after analyzing a plenty of user’s conversations with bot. It reveals 2 specific problems users face when they, let’s say want to book a room for 3 nights in San Francisco on Monday: 1. The first mistake developers or product people make is to process each input as a command to trigger an action from the bot. Usually users don’t write one big sentence like “I want to book a room for 3 nights in San Francisco on Monday”, their mind flow produces 3 messages: “I want to book a room”, “I’m in San Francisco, btw”, “I’m thinking about 3 nights on Monday”. 2. The second mistake is not to process typos. Users often do something like: “I want to book on Dec 28”, then “oh shit I meant Dec 27, sorry”. We need to care about it too. Elegant ways to solve these problems is in the article below. https://goo.gl/1o1z9J