{"id":3836,"date":"2021-12-23T07:30:23","date_gmt":"2021-12-23T07:30:23","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=3836"},"modified":"2024-12-26T12:58:57","modified_gmt":"2024-12-26T12:58:57","slug":"ux-practices-for-building-engaging-chatbot","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/","title":{"rendered":"Top 5 UX practices for building engaging chatbots"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Since the onset of the global pandemic, all businesses were forced to go digital or die. On the plus side, customers can now reach you faster than ever. But on the negative side, your support team has been swamped with repetitive inquiries that are, frankly, wasting time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is what often inspires businesses to build their own chatbot. But hold your horses there. Chatbots aren\u2019t a miracle solution either. Best case, they\u2019ll free up employee resources and help convert visitors into customers. Worst case, visitors won\u2019t want to engage with it and bounce off your website.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The wide disparity between good and bad chatbots comes down to one thing: <a href=\"https:\/\/www.door3.com\/ux-design-agency-nyc\/\">UX design<\/a>. While graphical user interface design is well-established, these best practices don\u2019t always translate to chatbots. Remember, chatbots are dynamic systems that need to imitate humans somewhat to get the job done.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this article, we\u2019ll uncover the <a href=\"https:\/\/dodonut.com\/blog\/10-fundamental-ux-tips-for-web-developers\/\">best UX practices<\/a> for building user-friendly chatbots that engage your website visitors.\u00a0<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_69_1 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #fee22e;color:#fee22e\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #fee22e;color:#fee22e\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/#The_Value_of_Chatbots\" title=\"The Value of Chatbots\">The Value of Chatbots<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/#Building_Engaging_Chatbots\" title=\"Building Engaging Chatbots\">Building Engaging Chatbots<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/#1_Manage_the_Users_Expectations\" title=\"1. Manage the User\u2019s Expectations\">1. Manage the User\u2019s Expectations<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/#2_Looks_Matter_for_Chatbots\" title=\"2. Looks Matter for Chatbots\">2. Looks Matter for Chatbots<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/#3_Make_the_Chatbot_Intuitive\" title=\"3. Make the Chatbot Intuitive\u00a0\">3. Make the Chatbot Intuitive\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/#4_Give_the_User_Time_to_Read\" title=\"4. Give the User Time to Read\">4. Give the User Time to Read<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/#5_Choose_Words_Wisely\" title=\"5. Choose Words Wisely\">5. Choose Words Wisely<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/#Getting_Your_Chatbot_Adopted\" title=\"Getting Your Chatbot Adopted\">Getting Your Chatbot Adopted<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"The_Value_of_Chatbots\"><\/span><span style=\"font-weight: 400;\">The Value of Chatbots<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Chatbots are one of the most cutting-edge applications of Artificial Intelligence today, helping both users and businesses achieve their desired tasks in less time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbots help users by:<\/span><\/p>\n<p><b>Improving response times<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Helping users achieve their goals faster by making customer service more personalized, and available 24\/7.\u00a0<\/span><\/p>\n<p><b>Decreasing mental load<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Rather than directing users to a Help Center filled with countless articles to complete a simple task, chatbots can direct more impatient or less tech-savvy users through these steps in a fraction of the time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbots help businesses, on the other hand, by:<\/span><\/p>\n<p><b>Increasing productivity<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Freeing up employees from mundane tasks, so they can focus their energies elsewhere.<\/span><\/p>\n<p><b>Lowering overhead<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Decreasing business expenses due to not needing as large a support team to service customers.\u00a0<\/span><\/p>\n<p><b>Reducing bounce rates<\/b><\/p>\n<p><span style=\"font-weight: 400;\">If your business struggles with high website bounce rates, implementing a chatbot could help to engage new visitors with questions before they leave. Do keep in mind that this won\u2019t solve the issue directly, as you\u2019ll also need to implement user monitoring tools and perform A\/B tests on your <a href=\"https:\/\/www.aalpha.net\/services\/design-services\/web-design-india\/\" rel=\"nofollow\">website design<\/a>. But asking questions and getting direct answers from users will help to improve your understanding of their motivations, including why they clicked through to your site and whether they are actually interested in your offer.\u00a0<\/span><\/p>\n<p><b>Humanizing their brand<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many businesses come across as faceless corporations to their users. As a result of this, users might grow disengaged or even suspicious of the company in question. Chatbots can remedy this issue by providing a business with a unique voice and tone that users can engage with like they would a real person.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But before you dive head-first into building your chatbot, you need to make sure that it\u2019s the right tool for the job.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Building_Engaging_Chatbots\"><\/span><span style=\"font-weight: 400;\">Building Engaging Chatbots<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Yes, chatbots are one of the many tools you can use to automate business processes. But does it make sense for your customers?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are two major cases in which users happily engage with chatbots:\u00a0\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Executing a simple task quickly. For example, booking an appointment.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Getting a piece of information that would\u2019ve otherwise taken a while to find. For example, an answer that\u2019s deeply hidden in the self-help portal.\u00a0<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">The commonality among these two use cases is: saving time. So, a chatbot should save time for both your employees and your users. It\u2019s this win-win scenario that will increase the chances of your chatbot being adopted.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s another pro-tip for your business needs. Chatbots are used at the beginning of the sales funnel to answer any kind of questions from potential clients, right? Well, make sure that any requests are also integrated into your sales tracking software so that you can follow up with leads.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As an example of this, take a look at the marketing automation software ActiveCampaign\u2019s live chatbox.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-3846\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-22.png\" alt=\"ActiveCampaign live chat box\" width=\"512\" height=\"218\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-22.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-22-300x128.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/www.activecampaign.com\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source)<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">It doesn\u2019t have any of the bells and whistles you\u2019d typically associate with a chatbot, but you could nonetheless argue that it\u2019s a chatbot. Why? Because it\u2019s prompting you to enter an input in a natural language, which it then uses to perform a function (redirecting you to the right person).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As you can see, the lines are a bit blurry when it comes to distinguishing between what is or isn\u2019t a chatbot. But forget the semantics and get creative with the use cases instead. You could, for example, use the conversation analytics from chatbots in your <\/span><a href=\"https:\/\/wordable.io\/content-planning\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">content planning<\/span><\/a><span style=\"font-weight: 400;\"> process. In doing so, you\u2019ll be able to create more personalized content that will address your audience\u2019s most frequently asked questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When it\u2019s all said and done though, all that matters is that you\u2019re providing a better experience for the user. So with that out of the way, let\u2019s dive into the top UX practices.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_Manage_the_Users_Expectations\"><\/span><span style=\"font-weight: 400;\">1. Manage the User\u2019s Expectations<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Chatbots create the illusion that they fully understand humans. These expectations can make or break the experience. For example, if the chatbot prompts the user to input a weekday, the user might do so in their natural language.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, the user might input \u201cMonday\u201d instead of 06\/07\/2021. Now, imagine the user\u2019s frustration if they get an error message right after this input.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s look at another example. If a user is trying to execute payment and the chatbot requires the currency formatting to be \u201c$19.00\u201d instead of \u201c$19,\u201d they should make that clear from the get-go.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A back-and-forth between a human and a chatbot can never be engaging if it\u2019s riddled with errors.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-3845\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-23.png\" alt=\"Developer programming a chatbot\" width=\"512\" height=\"205\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-23.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-23-300x120.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/span><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/www.obi4wan.com\/wp-content\/uploads\/2021\/07\/build-chatbot-header2.jpeg\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Looks_Matter_for_Chatbots\"><\/span><span style=\"font-weight: 400;\">2. Looks Matter for Chatbots<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Humans rely on faces to understand and anticipate each other\u2019s actions. This is so crucial to our ability to empathize that we even anthropomorphize inanimate objects.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbots are no exception.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many companies have chatbots that are face-less or represented by their <\/span><a href=\"https:\/\/logo.com\/blog\/how-to-design-a-logo\" rel=\"nofollow\"><span style=\"font-weight: 400;\">logos<\/span><\/a><span style=\"font-weight: 400;\">. But this only alienates the user. Your best bet is to put a face to your chatbot. It could be a human, animal, or robot.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But you can never go wrong with adding a human face, like this <\/span><a href=\"https:\/\/www.track-pod.com\/route-planning-software\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">route planning software<\/span><\/a><span style=\"font-weight: 400;\"> is doing. Your visitors will then have the feeling of talking to a real person instead of a bot.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3844 size-full\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-24.png\" alt=\"Track-pod\" width=\"512\" height=\"356\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-24.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-24-300x209.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/www.track-pod.com\/route-planning-software\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the flip side, you could do away with the idea of giving your chatbot any character, and let it guide your website visitors to other humans instead. For example, in this in-depth <\/span><a href=\"https:\/\/fastcall.com\/nextiva-review-and-alternatives\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Nextiva review<\/span><\/a><span style=\"font-weight: 400;\">, FastCall gives you the opportunity to talk to an expert through their chatbot.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3843 size-full\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-25.png\" alt=\"fastcall\" width=\"512\" height=\"407\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-25.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-25-300x238.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/fastcall.com\/nextiva-review-and-alternatives\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When you click through to Salesforce AppExchange and click on \u201cChat with us\u201d, the chatbot will prompt you to enter your email before being connected with a member of the FastCall team.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-3841\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-27.png\" alt=\"FastCall Salesforce AppExchange\" width=\"512\" height=\"243\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-27.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-27-300x142.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/appexchange.salesforce.com\/listingDetail?listingId=a0N3000000B4MTMEA3\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The key takeaway here is that if you can\u2019t add personality to your chatbot, then there\u2019s no need to fake it. Instead, use your chatbot as a straightforward middle man between the website visitor and your sales or support team.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Make_the_Chatbot_Intuitive\"><\/span><span style=\"font-weight: 400;\">3. Make the Chatbot Intuitive\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When a customer starts speaking with your chatbot, no time should be wasted on learning how to use the chatbot itself. This ties into the first principle of managing expectations: don\u2019t make the user guess.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Even something as simple as resetting the chatbot should be obvious. In traditional user interfaces, we have a home button. With chatbots, there\u2019s no standard solution to this issue. But as an example, you could configure a keyword like \u201chelp\u201d to present a list of general options like starting over. Or you could also have the chatbot ask whether to reset the conversation after a task was successfully completed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A great idea to start the conversation with your customers is to ask directly for the email address in case anything goes wrong with the connection. This way, you\u2019ll be able to reach out to them in a different way. An inspiration from this <\/span><a href=\"https:\/\/usfireplacestore.com\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">fireplace store<\/span><\/a><span style=\"font-weight: 400;\">:\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3840 size-full\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-28.png\" alt=\"discount at fireplace store\" width=\"512\" height=\"307\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-28.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-28-300x180.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/usfireplacestore.com\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Whichever approach you choose, it shouldn\u2019t be something the user has to think hard about. As an alternative to implementing all these complicated conversation flows, you can simply have your chatbot send the user\u2019s information to your busy agents.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Richter Studios, a <\/span><span style=\"font-weight: 400;\">video production agency in Chicago<\/span><span style=\"font-weight: 400;\">, does this through a form on their website, which captures contact details from potential customers while the main staff are away.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-3839\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-29.png\" alt=\"Richter Studios chatbot\" width=\"270\" height=\"512\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-29.png 270w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-29-158x300.png 158w\" sizes=\"(max-width: 270px) 100vw, 270px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/www.richterstudios.com\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_Give_the_User_Time_to_Read\"><\/span><span style=\"font-weight: 400;\">4. Give the User Time to Read<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">One of the often-mentioned benefits of building chatbots is that you don\u2019t have to spend time designing a graphical user interface. So what ends up being one of the most overlooked aspects of chatbot UX is the reading experience itself.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbot UX may require fewer resources, but as you\u2019ve no doubt seen throughout this article, there are still subtle ways to mess up the user experience. Just think about it: reading takes place on a screen, which means that it\u2019s constrained by screen dimensions, which in turn, can become a problem depending on the:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Font sizes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Line spacing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Message length<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Since correcting the first two issues is simple enough, let\u2019s focus on message length.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Every user reads at a different pace, some slower and some faster. But to err on the side of caution, your chatbot should give the user enough time to process each message before sending the next. It\u2019s pretty distracting for the text to keep moving while you&#8217;re reading, all because the chatbot doesn\u2019t pause between messages.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While there\u2019s no set wait time, two or three seconds is a good baseline.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You should also keep in mind that the exact wait time should depend more on the length of the message. Hence, the shorter the message, the shorter the wait time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another good rule of thumb is to have no more than three lines per message. Aside from this, you can also program the chatbot to increase its wait time with each additional message.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the most insightful ways to test whether your chatbot is sending excessively long messages to users is to try your chatbot on different devices. If you find yourself having to scroll up just to read the entire message, then the message is in fact too long. A final point to keep in mind is that users often have their keyboards popped up on their mobile devices. This again hammers home the principle of making your chatbot\u2019s messages as short as possible.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"5_Choose_Words_Wisely\"><\/span><span style=\"font-weight: 400;\">5. Choose Words Wisely<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Traditional user interfaces are primarily visual. But the chatbot experience, on the other hand, is completely dictated by words. Here are a few wording principles every chatbot should follow.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-3838\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-30.png\" alt=\"Chatbot conversation flow\" width=\"512\" height=\"301\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-30.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-30-300x176.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/www.pinterest.com\/pin\/598978819169806686\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source)<\/span><\/a><\/p>\n<p><b>Be clear, not clever<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This comprises two practices. First, don\u2019t reinvent the linguistic wheel. Use the same words that your audience uses to describe things. Anything else will surely confuse.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, in a flight booking scenario, use the terms \u201cdeparture\u201d and \u201creturn\u201d rather than \u201cinbound\u201d and \u201coutbound.\u201d Second, keep your sentences at a sixth-grade reading level.\u00a0<\/span><\/p>\n<p><b>Confirm by asking\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">A good chatbot will be able to take into account the various nuances of English grammar and still serve customers who don\u2019t speak English as their first language. But no matter how well-designed, errors are an unavoidable part of the chatbot experience. How errors are corrected makes all the difference.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, if Alice states that she wants to send a payment to Bob, the chatbot should confirm this by asking something like, \u201cSend this payment to Bob?\u201d That way, in the event of an error, the user can easily deny this action.\u00a0<\/span><\/p>\n<p><b>The question determines the response<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Two otherwise identical questions, worded in slightly different ways, could result in different answers. To optimize for error avoidance, pay careful attention to words such as<\/span><span style=\"font-weight: 400;\">: \u201cwho,\u201d \u201cwhat,\u201d \u201cwhen,\u201d and \u201cwhere.\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Continuing from the last example, if the chatbot prompted Alice with \u201cWho do you want to send your payment to?\u201d she will probably answer with a person. But if the chatbot were to ask, \u201cWhere do you want to send this payment?\u201d she might think to answer with a location instead.\u00a0\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3837 size-full\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-31.png\" alt=\"Human booking flight with chatbot\" width=\"512\" height=\"286\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-31.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2021\/12\/unnamed-31-300x168.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/miro.medium.com\/max\/1024\/1*e8v1xC0NTgoduh_ei9F7Pw.png\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Getting_Your_Chatbot_Adopted\"><\/span><span style=\"font-weight: 400;\">Getting Your Chatbot Adopted<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As we approach 2022, Artificial Intelligence will continue to pervade every aspect of our personal and professional lives.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The key, however, to getting your chatbot adopted by users is to make them as easy to talk to as a support agent. So mind these tips as you build your bot. If you\u2019re still struggling to implement UX best practices into your chatbot, taking a course might help. <\/span><span style=\"font-weight: 400;\">Masterclass<\/span><span style=\"font-weight: 400;\"> has several interesting courses on UX design and how to optimize your site for a <a href=\"https:\/\/explainerd.com\/microinteractions\/\" rel=\"nofollow\">better user experience<\/a>.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Since the onset of the global pandemic, all businesses were forced to go digital or die. On the plus side, customers can now reach you &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/\"> <span class=\"screen-reader-text\">Top 5 UX practices for building engaging chatbots<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":134,"featured_media":3848,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[73],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Top 5 UX practices for building engaging chatbots<\/title>\n<meta name=\"description\" content=\"Discover the top 5 UX practices for building engaging chatbots. Enhance user experience and engagement, and create effective chatbot designs\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/botsify.com\/blog\/ux-practices-for-building-engaging-chatbot\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Top 5 UX practices for building engaging chatbots\" \/>\n<meta property=\"og:description\" content=\"Discover the top 5 UX practices for building engaging chatbots. 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