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The UI of Chatbots: Part 5 Implementation considerations - Cherryleaf

The UI of Chatbots: Part 5 Implementation considerations

Implementation considerations

There are other implementation factors you should consider. Ideally, you will have an implementation “roadmap” that ensures the chatbot is successful.

User need identification

The chatbot should be able to identify when users are experiencing confusion or friction. This requires careful mapping of user journeys, understanding pain points, and determining key moments when the chatbot should intervene.

Users should be able to exit or ignore the chatbot without consequences. Forcing users to interact with the bot when they don’t want to can negatively impact the experience.

Here is an example of a user journey map:

Example of a user journey map

Seamless integration with existing systems

If the chatbot cannot resolve the issue, it should seamlessly hand off the conversation to a human agent. This transition should feel smooth, with all relevant information passed on, so users don’t need to repeat themselves.

Clear expectations about when and how human support is available will reduce frustration.

Error handling

When the chatbot can’t provide an answer, it should acknowledge this in a friendly, non-frustrating manner and guide the user toward a next step (e.g., connecting with support or suggesting Help topics).

Performance considerations

The implementation team are likely to consider performance issues such as the response times, the availability of the system, and its scalability to more users and more content.

Pre-implementation assessment

Before proceeding with chatbot implementation, it’s crucial to conduct a thorough assessment of your readiness and requirements.

See also

Part 6: Success metrics

Part 4: How it might affect what you write

Using Generative AI in Technical Writing

 

 

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