Increasingly advanced, our Society has fully embraced technology and automation. as fundamental tools of digital communication, customer service and interactionThe sheer volume of binary code and programming is enormous and would leave any unfamiliar person confused and lost. Fortunately, and unlike the incredible programmers out there, We don't interact and communicate through codes.Yes, using language we already know. The person responsible for this The magic of converting code into text. This refers to a UX professional. Understand all aspects of the role. The fundamentals of UX Writing for Chatbots: understand its importance. And the step-by-step process for this area – next!
What is UX Writing?
The general idea of UX Writing should already be clear! The term – in English – has been gaining fame around the world very recently and attracting the attention of large and small companies with a digital presence. “UX” means User Experience (or user experience).Writing" in Portuguese, refers to "writing".
THE UX Writing, therefore, It converts binary and technical texts (typical of programming) into didactic, palatable, and persuasive texts., capable of instructing users to perform a task.
The professional in this field is called a UX Writer and it has precisely that. Our mission is to facilitate communication between the user and the digital world through clear and objective language.More specifically, it guides the user through their journey on a website, app, or chatbot. This professional needs to be attentive not only to language and linguistics, but also to semantics, information architecture, and the intentions and possibilities of interaction.
The importance of UX Writing for Chatbots
You've already realized that UX Writing will guide the user through their journey with the chatbot, right? More specifically, the UX is present in the choice of words, in humanizing the bot, and in building the conversational flow.
UX It ensures that humans and robots can maintain a dialogue with as little noise as possible. Put noise understand any communication failure or misunderstanding caused by a erroneous or confusing conversion of codes into text.
Chatbot buttons, for example, which are highly strategic, need to be clear, correctly direct an action, and not limit navigation. This needs to be... intuitive and pleasantThe professional must always be attentive and one wonders if an average user would understand a particular direction from the bot..
Remember: the chatbot's language needs to be as natural as possible. Simulating a person/customer service representative in conversation, but ATTENTION: never forget to make it clear that it is indeed a bot!
When properly applied to chatbots, UX Writing ensures a superior shopping and/or customer service experience.Warning: the opposite, however, often leads to frustration and abandonment of the platform!
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UX Writing Actions in Chatbots
Where do UX Writing actions begin in Chatbots? Right at the beginning! Already in the stage of Mapping your buyer persona and building your avatar. It's important to have a UX professional involved. They, along with the Marketing Department, will guide decisions such as... The chatbot's tone and voice, language style, and dialogue semantics., always aligned with their image and their objectives.
The stage of bot flow construction It is also fundamental for UX: this will include the diagram (flowchart) with all the messages, buttons, interaction points, and possible paths for the customer service chatbot.
The techniques of UX Writing They will help in defining key pointssuch as:
- Build clear and self-explanatory buttons;
- Write short, yet informative messages;
- Write clear sentences, without ambiguities or contradictions;
- Define which parts of the flow will have buttons and which parts will be open for dialogs;
- To build clear and segmented routes within the conversational flow;
- Humanize the chatbot's messages, making it clear that it is a robot;
- Group information by category;
- Develop and update the bot's artificial intelligence so that it understands most of the messages typed by the user.
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UX Writing in the Post-Activation Stage of a Chatbot
With the chatbot activated and running, does that mean the UX writer's job is finished? Not at all! As stated in the previous topic, The bot requires constant updates, as it is constantly learning and evolving.For this to happen, a "tutor" or person responsible for an activity known as curation is needed.
Chatbot Curation is the process of constantly analyzing and updating the customer service bot, with regard to customer experience.Imagine, for example, that your bot, programmed to understand statements like "Yes" and "Of course," is not recognizing statements/confirmations using verbs (so common in the Portuguese language), such as "I will," "I can," or "I want." It is the UX's job to identify this flaw and make adjustments. Confusing guidance that is not directing users to the correct action, or even a button with no result – Diagnosis and correction, always!
It is common to hear reports and experiences of widespread user frustration with chatbots, such as: "Chatbots are inflexible" or "I can't get anywhere with the help of chatbots." A bad reputation is often the result of a deficient UX Writing process and/or a lack of curation.Language (spoken and written) evolves, and its users develop new needs throughout their lives; therefore, it is only natural that... Develop and nurture your chatbot with all of this in mind. – Intelligent, efficient, friendly, and intuitive chatbots exist.Thank UX!
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