Tuesday, February 5, 2019 - 10:00 am–1:00 pm

Bot UX Best Practices: Creating Experiences for Real Business Results

Chatbots provide many opportunities to decrease costs and increase revenue across industries. However, the chatbot space has seen a few false starts and therefore continue to receive mixed reviews. These mixed reviews are due to the lack of strategy and design expertise needed to deliver on the promise of conversational automation.

In this session, we will unpack the process of starting and designing a chatbot project, while also discussing how to define the objectives and KPIs for the project to inform the use cases and design of the experience. Chris has experience building chatbots for Fortune 100 companies to address real business problems and has worked on over 100 chatbot projects to date – designing and optimizing these experiences.

This session will also breakdown the myths behind machine learning, natural language processing and chatbot navigational elements (such as buttons, quick replies, carousels and more).

Leaving this session, you should have a strong understanding about how to start your own chatbot project, how to define the scope and use cases for the project and how to design your conversational experience – using both navigational elements and natural language.

Chris Morgan Brown
Chris Morgan Brown
AI Product Manager - Chatbots
Wells Fargo
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