Implementation considerations There are other implementation factors you should consider. Ideally, you will have an implementation “roadmap” that ensures the chatbot is successful. User need identification The chatbot should be able to identify when users are experiencing confusion or friction. This requires careful mapping of user journeys, understanding pain points, and determining key moments when… Read more »

How it might affect what you write Personalised support and guided workflows Chatbots should offer suggestions based on the user’s specific context or previous interactions, ensuring relevant, tailored prompts. This is especially important in technical communication, where users often have varied levels of expertise. If a user repeatedly asks for help with the same function,… Read more »

Core design principles Whichever interface you choose for your chatbot, the core principles of good information design must be considered if it’s to be a success. The key ones are clarity and consistency, contextual relevance, progressive disclosure, accessibility, and user control and transparency. Clarity and consistency The chatbot should be clear and consistent. Clarity means… Read more »

Balancing assistance approaches Balancing visibility against intrusiveness Microsoft Clippy was infamous for being intrusive and offering irrelevant tips. Chatbots can risk similar frustrations if suggestions are poorly timed or excessive. From a usability perspective, chatbots that help users when they get stuck (reactive assistance) and those that prevent users from getting stuck in the first… Read more »

The UI of Chatbots Cherryleaf Introduction As organisations adopt chatbots to support their software applications, Technical Authors face new challenges in designing effective user interfaces and adapting documentation for conversational delivery. This article examines the critical role of UI design in chatbot implementation and provides practical guidance for technical communicators. Imagine if your users were… Read more »