Computers and Technology

Best Practices for Designing a Chatbot Experience

Designing a conversational experience requires you to think about what situations your chatbot might find itself in and come up with ways to respond. You have no idea how someone will react when they’re talking, so it’s best not just assume they’ll understand everything as if we were speaking face-to-face!

Welcome Message

The chatbot is designed to help you communicate with customers in an easy, seamless way.

Make it a Personality

Your chatbot should sound like a human, not an automaton. If you want people to feel more engaged and connected with your brand then give them the personality they are looking for!

Avoid Setting a Gender

To avoid being distracting, it is important that you use a neutral gender when drawing. This will allow users to focus on what they are doing and not have their attention drawn too much by the character in question!

List What Your Bot Can Do

Your bot can do so much! Listing all options in your welcome message will make users feel like they are talking to an actual person and not just another machine.

Give Instructions on Starting Over

It is important to provide users with the ability of restarting their chatbot conversations so they don’t feel trapped in an unfulfilling loop.

Make it Easy to Talk to a Human

The best way to ensure a successful conversation is by having an engaging and informative bot that can hand off the chat if necessary. This means staying silent while the operator facilitates the user’s request, ensuring they are happy with their purchase before moving on from this page!


Building chatbots is hard. Building meaningful conversations? Even harder! Fortunately, there’s an easier way to do it: by using intents as a guide for machine learning models that make your bot more personable and interesting than ever before – without all of those pointless back-and-forths like “Where’s the nearest gas station?”

Conversation training is a great option for beginners and experienced chatbot designers alike! The right conversation will help identify what kind of content your bot should offer in response.

Entity recognition system. With the right training, these smart agents will be able to identify entities from conversations with users and respond accordingly!

Imagine your chatbot as a set of conversations. Each conversation usually matches an existing process users are already doing either in mobile apps, websites or through email and this makes it easier for you to design them!

Deal with Interruptions

If the user changes his mind about an input he just entered, or if you want him to completely change topics of conversation- ensure that your chatbot can deal with such interruptions rather than pushing for one fixed decision tree.

Provide Suggestions

The majority of chatbots on Facebook, Viber and Slack provide some kind of quick responses or options that can help you make a decision. Ensure they’re being used to enrich the conversational experience!

Make Your Bot Versatile

The more messages a bot has, the better. It’s important for them to be able to choose from different options so that users have an enjoyable experience and don’t get bored quickly!

Be Clear About What the Bot Understands

The bot should tell the user what it understands and seeks to do. It’s also important that you keep your users in check so they know how much information has been extracted from their conversation with a natural language understanding system.

Deal with Ambiguities

A bot can identify multiple values for a given entity. For example, imagine there is an app that lets you book doctor appointments and the user sends “Is Dr John Burke or Stan Smith better?” unless your chatbot has conversations on comparing doctors then they will need to clarify which one so it can find someone available who meets their needs best.

Remind Your Users Before You Lose Context

Chatbots are a great way to provide customer service and information on demand. However, sometimes people will just leave your chatbot conversation when they need help or want more info about something. When this happens there should be an expiration date for their session so you can start again with them soon as possible!

There are two common approaches to letting users know when their chats end: an expiration date for the session, or a time-based decay. But both of these options aren’t optimal as they may lead users who have disconnected from chatbots back into old conversations and make it difficult if not impossible in some cases altogether on guessing what length minute is too short (for example 1 day) versus long enough (30 days). That’s why we recommend actually asking your customers whether they want to continue speaking with you after 30 minutes has passed since his last message – this will draw attention either way.

Lack of Understanding

Chatbots are all the rage these days, but no matter how much you train your chatbot to understand or act on commands in different conversations and entities it’s never going to be perfect. You just need a few things that will help when something goes wrong.


A human monitor who can take over for any mistakes  – scenario templates with specific phrases for common problems such as “I want more information about XYZ”

Handle technical issues

If you’re building a chatbot that talks to web services, it’s always exposed to the risk of failure. Make sure your error handling is up-to par so users are informed when things go wrong!

Be Clear When the Chatbot Doesn’t Understand

Your chatbot will not be able to understand all your intentions if you don’t train it with enough data. For example, sending the same message three times in a row could lead users to direct them on what they said wrong or ask for help from an operator instead!


It’s important to remember that chatbots are just another form of an interface. Designing them is no different than designing any other type of digital experience on the web or in mobile apps, and there are some best practices worth paying attention to. Read more about these principles here!

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