Let’s dive into the fascinating world of chatbots and conversation design.
“In the quiet depths of organisational waters, chatbots swim—sometimes awkwardly, like a fish learning to pirouette, other times with they leap like a graceful frog from lily pad to lily pad. ”
MS co-pilot creative response to event summary prompt.
Join us on our chatbot adventure!
Product Owner Adam Henderson and Senior Manager Mercedes Clark-Smith will reveal the secrets of conversation design. Why do we need it? Because it’s the magic wand that transforms help and support for our customers and colleagues.
Agenda:
- Chapter 1: The Glorified FAQ
Organisations often view chatbots as their trusty shields, deflecting calls away from busy Contact Centres. But let’s face it: some chatbots are about as exciting as a dusty old FAQ page. They’re like that overly eager librarian who insists on showing you the Dewey Decimal System when all you want is a good book.
- Chapter 2: YBS Takes the Plunge
A year ago, Yorkshire Building Society (YBS) decided to create its very own customer-facing chatbot. Picture this, a team of developers and designers huddled around their screens, fuelled by coffee and determination. Conversation design wasn’t even on the radar at YBS back then. But guess what? We quickly realized that our chatbot needed more than just a splash—it needed to be a star performer!
- Chapter 3: The Evolution Begins
Fast-forward to today. Our chatbot has grown up, we’ve assembled a dream team, content designers, developers, and our conversation design lead. They’re the maestros behind our chatbots personality. The goal, to shape it into something more than a mere stepping stone to a call centre agent.
- Chapter 4: The Future Beckons
For the spectacular finale to our tale we introduce our conversation design lead, Steven Ayres. He’ll take you to the edge of tomorrow, where responsible generative technology meets chatbot evolution.
So grab your virtual snorkel, dive in, and let’s explore the depths of chatbot enchantment together!
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