Meaningful conversations
Designing Chatbot
Personalities
@ E V A _ T R O S T L O S

Eva Lettner
Frontend Developer
@eva_trostlos
hello@evalettner.com

Engagement
vs
Frustration

Key Principles
Don't fool the user
Keep it simple
Be fast & convenient
Remember user input
( Provide a way out )

Who is speaking?
Service Bot Brand Bot
Character Bot

Service Bot
Provides specific service
No small-talk features
Examples: Giphy, Dungeons and Dice Bot

Brand Bot
Uses company voice guide
Provides service + conversation
Examples: Austrian Airlines Bot

Character
Is its own brand or part of a brand
Provides service + conversation
Has a sense of humor
Examples: Mica the Hipster Cat Bot, Swelly

The Flow

Buttons vs Text

The Voice Guide

Dealing with negative Input

Summary
Who is speaking?
How does the conversation flow?
How does the user interact with the bot?
How does the bot talk?

LinksHi Poncho:
https://www.facebook.com/hiponcho
Sauwetter:
https://www.facebook.com/Sauwetter-215618778854313
Dungeons & Dice:
https://www.facebook.com/dungeonsdice
Austrian Airlines:
https://www.facebook.com/AustrianAirlines
Mica, the Hipster Cat Bot:
https://www.facebook.com/hipstercatbot/?
Swelly:
https://www.facebook.com/swell.bot