We help teach computers to talk the way humans do so your customers can have natural conversations with your chatbots and have a good user experience.
Audit
- Evaluation of current efforts (including social media and digital customer service efforts)
- Document goals and audience
- Evaluate and document content assets
- Presentation of findings and recommendations via web conference
Engagement and Conversation Strategy
- Define and document user journey
- Tactical strategies for improving digital engagement
- Recommended software and automation, integration opportunities
- Collaboration and presentation of strategy via web conference
Conversation Design and Development Services
- Develop architecture and strategy
- Write chatbot dialogue
- Omnichannel integrations
- Lead project and manage the development team
Need a custom plan? Let's talk! Book a free strategy session.
How does it work?
Strategy of conversation design
Conversational interfaces give users the freedom to say anything, and there is a huge variety of ways people can ask the same question. This can be a challenge for a chatbot to understand and answer every problem or question a person might have.
The Digital Communications Group helps by creating a conversation design that aims to predict and prepare for what users might say and teach your chatbot to respond in a friendly and helpful way.
We can look at your existing technology and chatbot conversation design to see where the largest opportunities are for improvement. From there, we'll create an action plan together to help you reach your goals.
Chatbot management
Your conversation design and chatbot management should be tailored to your audience and capable of providing information users are looking for. To be effective, your chatbot should be intuitive and communicate using simple language.
We can help you research what your customers want so you can anticipate their needs even before they ask. This way, when users start a conversation with your chatbot, they'll be able to get information or achieve their goal without much effort.
The more human your chatbot is, the more relatable and user-friendly it becomes. We'll help you create personalized experiences for each user so you can boost engagement and improve user satisfaction.
For instance, we could create different greetings for different users depending on who visits your website. You can configure your chatbot to keep up with current events, too, so it can engage users and create a relationship with them.
Informative & efficient
Users turn to chatbots because they want quick answers to easy questions. That's why it's so important that you design your chatbot to deliver information effortlessly.
We can help design your chatbots to use simple, easy-to-understand language that's straight to the point. We'll make sure your chatbot follows the natural flow of conversation, allowing for a pause for the user to respond before offering more information.
We can also implement a conversational design that allows your chatbot to understand how to validate a user's questions and concerns. This will give your users peace of mind that the chatbot understands what they need. And when the conversation is complete, we can design your chatbot to deliver a friendly goodbye message.
Resilient & responsive to errors
Having miscommunications or running into problems is a part of life. Just like humans need to adapt and problem solve, your chatbot should be able to do the same thing.
We can help teach your chatbot to resolve misunderstandings and beyond just replying, "I don't understand." We can help design your chatbot to anticipate things like misspellings or understand when to escalate an issue to a human agent.
Training & setup
We'll put together all the important conversational design for you. We'll make sure your chatbot provides a human-like experience that sounds natural, friendly, and helpful.
We'll help you test it, so it's set up to represent your brand voice and deliver exceptional service. And we'll provide training, so you know how to optimize your conversational design in the future.
Let us know how we can help!