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Principles of chatbot design

1. Optimise for the end user
Bots should be used to improve the end user experience, not just to make life easier for customer support teams.

2. Don’t pretend to be a human
Playing bait-and-switch with a user can make them feel that they have been duped, or that they don’t understand how a system works; both are bad user experiences.

3. Always have a human fallback option
Allow the user to express “I’d rather wait and talk to a real human, make this robot thing go away“.

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2018-01-10T13:36:43+00:00

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