Conversation Design

Abstract

Although the technology allows us to develop a bot that behaves in just about any way, that doesn’t mean we should. Users have certain expectations from their messaging communications such as acknowledgment of the message receipt, a quick response, and the ability to continue the conversation later. Although conversing with a bot is not the same as speaking with a human, messaging a friend is the closest analogous experience. Since users are still getting used to bots, it is reasonable to take those interactions as samples of how a bot should behave.