Conversational design

Apply best practices to ensure trustworthy conversations.

Trust is traditionally a human-to-human contract. This tradition provides guidance to effective communications through good conversational design.

Checklist

  • 1

    Be transparent. Clearly communicate your data collection practices, decision-making process, and confidence. Set expectations.

  • 2

    Empower your user by showing flexibility. This includes giving users the opportunity to adjust preferences, select options, and correct their mistakes and inform you of yours.

  • 3

    Be familiar. Give your agent some personality, speak in natural language, and adapt to the user’s speech or writing patterns.

  • 4

    Provide feedback. Provide cues that your agent is actively listening.
    Indicate when your agent is thinking or processing.