In his UXRiga 2018 talk, Chris talkes about the relationships between chatbots and their users. Chatbots are able to speak, see and chat like we do. Designers should use these elements to build the best customer experience. A good chatbot design can result in a digital friend.

1. Chris den Arend
Chatbot lead @Sogeti

2. A digital friend

4. The chatbot hype

6. Why chatbots?

8. Sight
➔ Detect emotions
➔ Tell you what’s going on around you
➔ Detect faces

10. Chatbot is the face for A.I.
➔ Apply A.I. in the interaction
➔ Chat, Talk and see like we do
➔ Omnichannel available

11. The design

12. When interacting with chatbots, our brain is led to
believe that it is chatting with another human being.
- Liraz Margalit

14. Chatbot design elements
Time
____
Find the best response time for
the bot
Embodiment
____
Create an image of the bot, or not
Empathy
____
Design the tone of voice
Intelligence
____
Define how much the bot knows
and how to inform the user about
that

15. Alexa
➔ Natural Language Processing
➔ Psychology
➔ Creative writing

16. Users will trust chatbots
and give them more responsibilities

18. A digital friend?

23. Create a digital friend, not an enemy

24. Thanks!
Happy to keep in touch
linkedin.com/in/chrisdenarend
@chrisdenarend