There and many other facets of conversational design are key to developing the best interactions for your users, increasing stickiness, and ensuring your chatbots are head and shoulders above the sub-optimal sign-posting/click bots seen in the world today. Designing the best conversational experiences for your users is not a case of simply defining a list of their most common questions and answers:
At Filament CX, we place Conversational Design at the forefront of chatbot design. We work with you to avoid common pitfalls and ensure your conversational experiences are not only effective but market-leading.
The most successful chatbots are those that are working with your own applications, presenting real-time dynamic answers to questions or updating systems. Chatbots are extremely effective at allowing your users to interact with multiple systems using simple, natural language.
However, integrations to communicate with backend systems can often get complicated, due to the wealth of available APIs, authentication mechanisms, complex data structures etc. Skill sets required to develop these types of integrations rarely exist within organizations and if they do, are usually in short supply.
This is where Filament CX can help. We have a team of Technical Consultants on-hand who can not only develop the technical integrations for you, but propose how they can be best used within the framework of your chatbot application.
Your chatbot is in production! What do you do next? The first few weeks post launch of your chatbot are key to its success. As people start to engage with your chatbot, how do you know they are getting what they want? How can you improve its performance? What valuable insights can you gain to help drive your chatbot’s learning? How can you leverage this unique, “voice of the customer” data source within your organization?
At Filament CX, we will work alongside you throughout the development of your chatbot, offering best practice support and guidance. We can help ensure the effectiveness of your chatbot at launch through to providing guidance on how to shape your conversational experiences in the future.
Your chatbot should constantly evolve – we are here to assist you in that journey.
We have developed a tried and tested, collaborative process, which will allows a project to move rapidly yet prudently through five key phases. This will provide you with the basic functionality to go live, start adding value and empower each bot to continuously improve, introduce new content and functionality and respond to the evolving demands of your users.
Engaging both business stakeholders and users to define the product’s goals.
Our processes are focussed on building great user and conversational experiences. We make sure that business and audience goals alike are reflected in the conversational experience.
Building the chatbot on the predefined technology based on the approved conversation design.
Once all parties are satisfied we have a user experience that is ready for launch, we deploy the chatbot to the preferred channel(s).
Monitoring the chatbot throughout the critical post launch period ensuring early user behaviour is used to retrain and optimise the experience.