Wednesday, February 6, 2019 - 1:00 pm–1:40 pm

5 Truths About Smarter Chatbot UX and 1 Lie: Best Practices in Testing, Iterating, and Gaining User Trust

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By 2020 85% of all customer engagement will take place without the aid of a human – welcome to the world of bots.

In a world driven by customer loyalty, conversion rates, and retention, a well-designed chatbot can create a meaningful impact and deliver the experiences that a customer demands. But poorly designed chatbots can mangle customer engagement and potentially cost you a customer.

In this talk, Chris will share practical and surprising insights into creating smarter chatbot UX and the power of usability testing.

Key takeaways:

  • Analytics: it’s more than knowing just “what”, but understanding “why”
  • Speed, ease and low-cost: best practices for testing and iterating on chatbot UX
  • The importance of designing for failure
  • The best way to gain user trust, and the easiest way to lose it
Chris Cummings
Pitney Bowes
Chris Cummings
Senior Product Manager, Customer Engagement Solutions
Pitney Bowes
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