A Simple Guide to Conversation Design [Quick Start]

Conversation design is the practice of optimizing AI agents to communicate with users in a natural and human-like way. This practice utilizes language, psychology, and technology to provide insightful experiences from chatbots and smart assistants. Products at the forefront of this design include:

Conversation Design Strategies

Conversation design can be applied to many use cases from marketing to customer service to human resources. However, experts have come up with multiple rules for conversational design for developers and business owners to follow. Two of the most popular models are the Bill Price Value Irritation Model and the BJ Fogg Behavior Model.

Bill Price Value Irritation (BPVI) Model

Author and former Amazon customer service VP Bill Price created this simple model that translates well when considering new AI conversations. When it comes to the BPVI model, his message is that with more effort comes less need for service.

The matrix below provides a structured approach to decision-making based on the BPVI Model, focusing on balancing the needs of both the company and the customer.

Irritates the company

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