Where conversation design meets content strategy

Whether it’s a chatbot, voice assistant, or talking vacuum, a well-behaved bot should embody the classic guidelines of great content: useful, purposeful, clear, and consistent. But you’ve probably met a “bad” bot—one that gave a response that didn’t quite fit, provided irrelevant information, or didn’t understand you at all.

The root cause of these bad bots? Uninformed content design, and a lack of content strategy. A bot is only as good as the content it’s based on.

Join this workshop to understand what really goes into building a bot that’s an ideal conversational partner—one that responds appropriately and inclusively, and recovers from errors with ease. You’ll find out how the best practices of content strategy, design, and management are the only way to make a great bot.

In this session, you’ll learn:

• What “content” means in the world of conversation design
• Basic pillars of designing bots: personality, copy, repair
• How to craft appropriate, consistent voice and tone, and build a bot-centric style guide
• The breadth and depth of accessibility considerations with voice and chat
• Processes and workflows that support usable, scalable bots

Who should attend: This session is ideal for writers, content designers, and strategists who work with any kind of bots, AI, or other customer service content that is automated. You may also find this useful if your team is anticipating future conversational design projects.