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The Art of Building Likable Chatbots

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The Art of Building
Likable Chatbots
Gregor Jarisch
The Next Generation of
User Communication

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What’s the
formula for a
great chatbot?
• It has a purpose that existed before
the chatbot
• The purpose is unambiguous
• ...

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What’s
important not
to mess up the
development
part?
• Valuable
• Estimatable
• Small
• Testable

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The Art of Building Likable Chatbots

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This slides give an introduction into human-centered design implemented into chatbots. By actively triggering intrinsic motivations of the users, higher retention rate can be achieved.

This slides give an introduction into human-centered design implemented into chatbots. By actively triggering intrinsic motivations of the users, higher retention rate can be achieved.

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The Art of Building Likable Chatbots

  1. 1. The Art of Building Likable Chatbots Gregor Jarisch The Next Generation of User Communication
  2. 2. What’s the formula for a great chatbot? • It has a purpose that existed before the chatbot • The purpose is unambiguous • Keep it small & simple
  3. 3. What’s important not to mess up the development part? • Valuable • Estimatable • Small • Testable
  4. 4. How to motivate people to use your chatbot? • Human-Centered Design • People have to be intrinsically motivated • …not through external rewards • Motivations of your users will change in their journey (!)
  5. 5. A users journey through your Product… Discovery Onboarding Scaffolding Endgame
  6. 6. Discovery Phase Purpose: Why would a user even try out your product? Motivators: Impatience, Scarcity, Unpredictability, Curiosity
  7. 7. On-Boarding Phase Purpose: Introduce the user to your product, its purpose and is main functionality Motivators: Development, Accomplishment
  8. 8. Scaffolding Phase Purpose: Apart from the main function, what else does your product has to offer? Motivators: Development, Accomplishment, Empowerment of Creativity, Feedback, Ownership, Possession, Social Influence, Relatedness
  9. 9. End-Game Phase Purpose: When a user has tried all the features in your product, why would he/she continue using it? Motivators: Empowerment of Creativity, Feedback, Loss, Avoidance
  10. 10. Processing should be fun & motivating
  11. 11. Processing should be fun & motivating
  12. 12. Processing should be fun & motivating
  13. 13. Book Recommendation for Human- Centered Design
  14. 14. Tips for building Chatbots for Enterprises • Keep it small and simple • The best Chatbots are those who do one thing, and this in a very effective way • Automate conversations that your users often have • Useful chatbots are those which can be used often • Make early user testing • A decent User Experience will decide over success of your Chatbot
  15. 15. The Perfect Dev Team •Chatbot Developer • Backend Developer, ideally experienced in processing natural language (NLP) •Dialog Designer • Creative Writer, understands Communication very well, expertise in behavior psychology • Chatbot Product Owner • Elaborating & Prioritizing Features, measuring business targets
  16. 16. github.com/labsai/EDDI Developed with ♥ in Vienna DockerHub http://eddi.labs.ai hub.docker.com/r/labsai/EDDI

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