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“Sorry, I don’t understand your question.”

Developing a chatbot or voice assistant is about creating understanding: between technology and psychology, chatbot and human, and between organisation and customer. Sadly, it’s the last part that fails most often. Which leads to: “Sorry, I don’t understand your question.”

This causes customer satisfaction to decline and increases the number of calls to the customer service. Most importantly, the amount of people using your chatbot will plummet. So where’s the promised goose with the golden eggs?

Human brain vs. chatbot brain

When we speak, we have different needs. We want empathy, understanding, confirmation, emotional release and much more. However, a technical brain needs other things - entities, intents and variables - and those pesky human needs only cause confusion. This is also the case the other way around, people really dislike being spoken to like they’re robots.

So how do you create a chatbot or a voice assistant that communicates naturally and helpfully?

Conversation design screenshot

Conversation Designers

That’s where we come in! We don’t just understand the technology, psychology and the language. We understand the needs, limitations and possibilities of conversation AI. Our Conversation Designers use their knowledge to create helpful dialogues and flow design for your chatbot. We write rich characters, create a distinctive tone-of-voice and write convincing conversational copy. All according to the Robocopy method. But we can do more than just writing conversational copy:

  • Conversational UX design: Where does the chatbot fit into the entire customer journey?
  • Workflow: How do you effectively structure a dedicated chatbot team?
  • Data analysis: How do you measure the success of your chatbot?
  • Optimisation: How do you apply your data to continuously improve your content?
  • Start with why: Where does a chatbot really add value to your customer’s experience?
  • Tools and templates: How do you best structure and survey the work?
Chatbot robocopy

We create understanding

We can help you develop and implement a chatbot or voice assistant that fits your organisation. We ensure that your chatbot and your customers have meaningful interactions. All of our chatbot writers have successfully completed the Robocopy Conversation Design training.

What do our Crossphasers say about conversation design?

Cindy Cardol
“The training was the ultimate opportunity to grow. I’ve gained a lot of knowledge and got to put it into practice. Fantastic!”

Kasper Mol
“Voice assistants are the future. By becoming a Conversation Designer now, you are guaranteed a great career.”

Tessa Kok
“After I completed the training, I immediately started at ABN AMRO. It’s amazing that I can be a specialist and give advice about their chatbot.”

Ask us about the possibilities!

Read our privacy policy.

Profielfoto
Sandeep Ganner
Account manager

Can I help you? Feel free to contact us.

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