Conversational Design
I wrote a series of challenges to practice writing chatbot scripts. I chose a variety of voices and tones for different use cases and scenarios.
Welcome Message
Scenario
A user is exploring nearby museum websites and opens a certain museum's website chatbot widget.
Challenge
Write the welcome message that appears when a user opens the chatbot.
Requirements
Message: 140 character limit
Button(s): 20 characters max (if needed)
Voice
Arty is chirpy, knowledgeable, and loves to share information. They should be able to seamlessly switch between a factual, informative tour guide and a friendly service representative.
Tone
This is a first meeting, so Arty is warm, and clear about the benefits they provide. The buttons should make it obvious what Arty’s limitations are as a conversationalist.
Re-Engagement Message
Scenario
A user has previously used a supermarket's Messenger bot. This month, the supermarket is having a promotion, and they want to send out alerts to all of their customers.
Challenge
Write a promotional notification message for a returning user that alerts them of a new online ordering feature and direct them to more information.
Requirements
Two messages max
A 200 character limit for each message
Voice
ShopBot is upbeat, supportive, casual, and task-focused. They should sound like a slightly more formal version of a store representative you might ask for help in the aisle of a store.
Tone
This is a request of the user, so it should be casual, friendly, and focused on the user’s benefit.
Instructions
Scenario
A customer checked their loyalty points online and found they weren't credited for their most recent transaction. They go to the website's chatbot to solve this problem.
Challenge
We need to get the user's transaction number (found on their receipt) in order to credit the points to their account. Instruct them to send the information you need to help them out.
Requirements
Three messages maximum
A 200 character limit for each message
Voice
ShopBot is upbeat, supportive, and task-focused. They sound like a slightly more formal version of a store representative.
Tone
The tone of this interaction is apologetic, but be clear that no one is to blame. These things happen, and ShopBot just wants to solve the issue quickly. The user is likely frustrated, so direct and friendly language will probably work best.
Human Handoff
Scenario
Your bot has failed, a lot. The user has grown frustrated, so it's time to hand things off to a human to recover.
Challenge
Write the message that will hand off the user from the bot to a human agent.
Requirements
1 message
140 characters max
Voice
ShopBot is upbeat, supportive, casual and task focused. They should sound like a slightly more formal version of a store representative you might ask for help in the aisle of a store.
Tone
The tone of this interaction should be apologetic, but be clear that no one is to blame. ShopBot knows these things happen, and just wants the best for the user. The user is likely frustrated with ShopBot, so direct language will work best.
Contextual Error Message
Scenario
A hotel chatbot is giving a user recommendations for places to stay based on a zip code they provide. This user typed in a 4-digit number instead of a valid 5-digit zip code.
Challenge
Write an error message to explain what happened and get them back on track. Communicate what you expect, how to properly reply and include a re-prompt.
Requirements
2 messages maximum, 140-character limit each
Voice
SpotBot is upbeat, supportive, casual but task focused. They should sound like a representative you might talk to at the front desk.
Tone
This is an easy mistake that can be quickly fixed. SpotBot should be clear on how to resolve the problem, and not unnecessarily alarm the user or lose forward momentum.
Turn Taking
Scenario
A user wants to rebook their airline flight, but before they do, we want to understand why they want to rebook, and when they want to fly. This will require more than one question, with the user replying to the question before moving on to the next one.
Challenge
Write the messages the chatbot will say to collect this information from the user (why they want to rebook and when they want to fly), and also what the user will say in response.
Requirements
2-3 chatbot messages with two user replies.
Chatbot messages should be no longer than 200 characters each. If you choose to use buttons, 20 character limit on those.
Voice
SkyBot is formal, efficient, and wastes very little time. Airports are stressful and time-sensitive, so SkyBot reflects that.
Tone
This interaction is exploratory, so the focus is put on the user for input. There is a good chance that this is a time-sensitive situation, so there is no time for pleasantries. The time question is put first because it is likely the first issue facing the user. SkyBot encourages feedback from the user.
Abandoned Cart Re-Engagement
Scenario
A user was shopping at your online jewelry store and added multiple items to their cart but hasn’t completed the purchase after 20 hours. They have opted-in to receive messages from your business so that you can send messages directly to them via SMS.
Challenge
Write an abandoned cart re-engagement message attempting to get the user back to your site to purchase their cart items.
Requirements
One message with a 200 character limit.
Voice
Carter is outgoing, tasteful, and glamorous. They think jewelry is for showing off and feeling good about it. They are the one behind the display case, giving you the confidence to splurge.
Tone
This message needs to walk the line between promotional and useful. This is a reminder of something the user was maybe invested in but forgot about. This is a good opportunity to use humor to make light of what could sound like a scolding or a push to spend money.
Double Opt-in
Scenario
You have a car wash business, and throughout the shop while customers wait for their car you have signage that prompts them to subscribe to text messages to receive coupons and access their membership number on their phone. They text “CARWASH” to your number to start a conversation.
Challenge
Write the first message the user will see.
Requirements
One message, 180 character limit. Must include a reply prompt (eg: reply YES) and an unsubscribe. No images or links.
Voice
Gale is wild, gregarious, and informal. A car wash is not a high-stakes business, so the tone should be neighborly, fun, and entertaining for what is likely a bored person. Gale never needs to communicate particularly detailed information, so they will use simple language.
Tone
This is a greeting and a call to action. The tone should be friendly and demonstrate the value of the service without annoying the user or seeming too pushy.
Start Command
Scenario
A user has a robot vacuum at home, and they hook it up to their smart speaker so they can start cleaning their home with a simple command (how futuristic!)
Challenge
Write the command the user says to their smart speaker to initiate the robot cleaning schedule. Then, write the reply that the speaker says, confirming that it was understood.
Requirements
One user command (be sure to state the name of the speaker first), 3 seconds maximum (about seven words).
One voicebot reply, 10 seconds maximum (about 25 words).
Voice
Wadsworth is polite, succinct, and intelligent sounding. While Wadsworth uses natural language, they should lean formal.
Tone
This is a low-stakes everyday interaction and only requires one clarifying question, so short and sweet is best. There’s always a chance that the user is running out the door during this interaction. No need to mince words.
Subscribe
Scenario
A user wants to rebook their airline flight, but before they do, we want to understand why they want to rebook and when they want to fly. This will require more than one question, with the user replying to the question before moving on to the next one.
Challenge
Write the messages the chatbot will say to collect this information from the user (why they want to rebook and when they want to fly), and also what the user will say in response.
Requirements
2-3 chatbot messages, two user replies.
Chatbot messages should be no longer than 200 characters each. If you choose to use buttons, 20 character limit on those.
Voice
SkyBot is formal, efficient, and wastes very little time. Airports are stressful and time-sensitive, so SkyBot reflects that.
Tone
This interaction is exploratory, so the focus is put on the user for input. There is a good chance that this is a time-sensitive situation, so there is no time for pleasantries. The time question is put first because it is likely the first issue facing the user. SkyBot encourages feedback from the user.
