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What makes a good chatbot experience? Most people think of witty responses and machine learning, but the basis of a chatbot UX is actually rooted in content strategy. Learn how to develop a chatbot that sounds human and engages people. Capital One. Adobe. Even Dominos has one. They’re chatbots, and they’re quickly becoming ubiquitous. A poor chatbot simply says “I’m sorry, I don’t understand” on repeat (or worse “error”.) A good chatbot feels almost-human, and helps answer questions so you don’t need to make a phone call or search the FAQ page. But what makes a good chatbot experience? What are the table stakes that people expect from a chatbot, and what ruins that experience? In this article we’ll answer those questions and identify what you as a content designer can do to make your chatbot successful.

New yorkUnited statesMike bunnerMichaelj mettEmily cumminsJosie youngMarli mesibovCapital oneStrategist at verily life sciencesAbout theLead content strategistVerily lifeEven dominosForm of conversationalGoogle homePersonalized plan