Conversational AI Design: Creating Natural User Experiences
Design conversational AI experiences that feel natural, helpful, and aligned with user expectations.
TL;DR
Great conversational AI design starts with understanding user intent, provides clear guidance, handles errors gracefully, and maintains a consistent personality. Focus on completing user tasks efficiently rather than mimicking human conversation.
Understanding User Intent
Map the intents users will express and the variations in how they will express them. Group related intents and design conversation flows that efficiently route users to resolution.
Designing Conversation Flows
Keep interactions focused and efficient. Use progressive disclosure to gather information as needed. Provide clear options and guidance. Make it easy to start over or change direction.
Error Handling
Design for misunderstanding, not just understanding. Provide helpful clarification prompts. Offer escape hatches to human assistance. Never leave users stuck in dead ends.
Personality and Tone
Define a consistent personality that aligns with your brand. Be helpful and efficient rather than trying to be clever. Match formality to your audience and use case.