5 Posts about
Chatbots

Using Chatbots to Triage Live Chat Customer Needs

24th October 2018
Posted by in Brain Bites: 2 Minute Insights
Tags: ,

Conversational interfaces (voice assistants and chatbots) have not lived up to their launch hype, due to how hard it is to design and build conversations which obey the subtle nuances of human communication and language.

However, these technologies – when they are implemented knowing their limitations – are still valuable when designing multi-channel experiences. We’ve user tested chatbots which have been designed to answer simple questions where possible, and to gather all the information a live chat agent will need to answer more complex ones.

A well-designed chatbot can effectively triage or sort customers, helping some immediately and reducing the time that an agent needs to deal with others.


UX Trends – Workshop Recap

The word ‘trendy’ usually brings to mind one of two things: older people trying desperately to keep up-to-date with current fads, or someone who has a willingness to follow, rather than lead. It’s true: blindly following trends – in your personal and professional life – because of your peers, colleagues or competitors is rarely a good thing to do.


Designing Chatbots: A Guide

When people think “chatbot”, it’s often not in a positive way. People conjure up images of themselves frustratingly sat by their laptop, as the conversational UI they’ve been speaking to replays the same error message over and over again. And that is certainly the case sometimes – chatbots designed by Facebook for their Messenger platform had a 70% failure rate only last year – but it doesn’t have to be.


User Perception Vs. Reality in Voice Controlled User Interfaces

Although they’ve been on the market for a while now, there was a huge push from Amazon and Google to get their ‘smart’ assistants – the Echo and Home respectively – in to our homes and lives this past Christmas, and Voice Controlled User Interfaces (VCUIs) / Conversational Agents (CAs) have been mentioned on countless blogs and sites as key trends to keep an eye on this year – including our own. The purpose of both the Amazon Echo and Google Home is to make our lives easier… but do they really?


The importance of UX when designing chatbots / voice user interfaces

8th September 2017 - This post has 3 comments
Posted by in Brain Feasts: Longer Reads
Tags: ,

When designing for a conversational interface, it is important to remember you’re still dealing with a user interface, just not a visual one. Conversational interfaces, whether chatbots or voice systems, are like any other platform we perform research on and design for.


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