Foreword

Chatbots are increasingly being integrated into websites to provide a more personalized experience for users. By engaging in conversations with users, chatbots can understand their needs and provide them with the information they are looking for. In many cases, chatbots can provide users a quicker and more convenient way to find the information they need rather than browsing through menus or search results. Chatbots can also build up a profile for each user over time, which can be used to provide more targeted and relevant content. In addition, chatbots can be available 24/7, meaning that they can offer support outside of regular business hours. Chatbots can also help reduce the amount of time customers spend on hold, waiting to speak to a customer service representative. As chatbots become more sophisticated, they will continue to play an essential role in enhancing the user experience on websites.

Key Learnings

• Create personas to anticipate your user needs

• Determine what your chatbot’s objectives are

• Choose the voice that matches the company personality

• Don’t overwhelm users with options

• Combine different types of messages

• Use non-verbal messaging to make chatbots more human

• Map out possible conversation outcomes