Conversation Design Best Practices for Customer Support

According to DigitasLBi, 70% of customers will not use a bot again after a bad experience, and 60% of those customers also find bots to be rigid and artificial. This is not a coincidence. Poor conversation design leads to stilted, robotic bot dialogs that impede user trust and block adoption. This talk introduces the fundamentals of Conversation Design and transforms foundational linguistic research into actionable best practices that help enterprise customer support team leaders craft dialogs that follow natural patterns of service-related conversational behavior. The result is a helpful interaction that builds trust with users and increases CSAT. Examples of how to use these best practices in the Salesforce Einstein Bot Builder will be shown.

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More about our speaker:

Greg Bennett is Conversation Design Lead at Salesforce for voice and chat experiences. As a linguist, Greg focuses his work on empowering businesses to create chatbots that feel natural and helpful, build user trust, and meet customer expectations for conversational behavior. He specializes in tailoring Conversation Design for cross-cultural differences across channels and user populations, as well as how to effectively express personality or conversational style. His paper, “Conversational Style: Beyond the nuts and bolts of conversation,” was published in the Conversational UX volume of the Springer Human-Computer Interaction Series.