Arktic's Adalia Cuesta Bergstrom on the Best Ways to Design Chatbot Conversations (Webinar Replay‪)‬ The One to One Consumer Marketing Podcast

In this episode, previously recorded as a webinar, Spectrm’s Conversation Designer Esteban Gómez, speaks with Adalia Cuesta Bergstrom, Senior Conversational AI Designer at Arktic Business Consulting. They discuss the fundamentals of how to design conversations for chatbots, including thinking through possible paths, designing for specifics, and the importance of voice and tone. They also talk about the steps for conversational design, how to humanize your chatbot, and how customers won't remember whether it's a bot if they have their questions answered.
 
Topics discussed:
The evolution of the role of conversational designer across different companies and industries.
Why the most important factor in designing a conversation is to make sure the user feels heard, and why you should design for specifics, not generalities.
The importance of voice and tone in a chatbot conversation, and why it should shift depending on the situation.
The reason why companies should make users aware they're speaking to a chatbot.
The best thing you can do to make your chatbot human.
How customer service chatbots differ from marketing chatbots, and how companies can get the content correct for either use case.
The process for designing a conversational chatbot and how it's a multi-team effort.