If you are creating a dialog for the VUI of an Intelligent Personal Assistant (IPA) or a chatbot, your main philosophy must be to implement a customer-centered voice solution. For a voice experience (or even for a multi-modal experience guided by voice), such goal maps into the following main design actions:
- Create a conversational interaction as natural as possible
- Think about the problem that needs to be solved
- Define a persona for the IPA/chatbot
- Provide the IPA/chatbot with conversational memory
- Contextualize universals in a natural way
1. Create a Conversational Interaction as Natural as Possible
As a conversational UX designer, you must think about the entire conversation, from beginning to end, from the point of view of how the human will experience such interaction with the IPA/chatbot.
The materialization of such perspective translates into the application of conversational practices and structures used by humans into the design of the human-to-machine dialogs.
The design actions you can implement in your solution related to this point are:
- Complete “one-offs” voice commands with more complex models of interaction/conversational elements extracted from human-to-human conversation.
- Include welcome back intents, so the conversational competence of the IPA/chatbot would include the capacity of applying conversational opening practices.
- Provide a variety of agreement tokens (ok, perfect, I think so, got that) in the machine’s answers. Their presence is needed for creating more multi-turn sequences with a higher level of internal cohesion between intents.
- Use repair sequences for re-establishing the intersubjectivity/logical exchange between the human and the…