UX Best Practice for Chatbot

Transcript

2. UX BEST PRACTICE FOR CHATBOT 10.00 - 17.00
5. TODAY YOU’LL LEARN.. When to use chatbot How to best use chatbot Avoid pitfalls
6. • Format (Right Platform) • Functions (Right features) • Form (Right UI) • Flow (Right Experience) AGENDA
7. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW
8. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW Is chatbot the right platform for my product/service?
9. healthy. tasty. delivered.
11. • What should I eat? • How much is the delivery? • How will you return the container? • -> BUY
12. WHEN TO BEST USE CHATBOT? Related to chat Related to broadcast messages Support both regular & casual users
13. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW What should I o ff er through Chatbot channel?
15. CALL CENTER Catering Order Legacy customers AGGREGATORS New customers WEBSITE Catering menu Catering information General company information CHAT BOT Seefah Membership Seefah fans ordering
16. Geared towards members experience SELECTIVE FUNCTIONS E-membership that is integrated with Hato Store
17. Geared towards members experience SELECTIVE FUNCTIONS Member-only menu Get points for online purchases
18. WHAT SHOULD I OFFER THROUGH CHATBOT? How does chatbot channel fi t into my entire ecosystem? What should I focus on this channel?
19. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW How can I best deliver chatbot Experience?
21. WHAT FORM TO USE? Selecting the right form for your content Conversation Announcement VS FYI Action Needed VS Simple interaction Complex interaction VS
22. Communication style CONVERSATION VS ANNOUNCEMENT
23. What’s next? FYI VS ACTION NEEDED
24. What’s next? SIMPLE VS COMPLEX
25. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW How Does chatbot fi t into the entire customer journey?
27. Awareness Engage Shop Track Pick Up Feedback GROCERY PICK UP
28. 2. FUNCTIONS What should I o ff er through Chatbot channel? 1. FORMAT Is chatbot the right platform for my product/service? 3. FORM How can I best deliver chatbot Experience? 4. FLOW How Does chatbot fi t into the entire customer journey?
29. GREAT EXPERIENCE IS ALL ABOUT THE HARMONY OF CONTENT, FORM, AND FLOW