Joining us for another exciting episode of Conversations That Matter is someone who creates empathetic, human-centered designs in the Conversational AI space. As a Product Designer for a home improvement retailer, she drives innovation and success within their chatbot channels. Appearing on the podcast this week is Kayla Orozco! Host Randy Ksar sits down with Kayla to debunk some AI myths, learn her three tips for designing self service solutions, and explore some challenges facing Conversation Designers.

Takeaways:

• Most users don’t dislike chatbots, they dislike bad chatbots. While a user might express a preference for talking with a human agent, if a chatbot is able to sufficiently help them, their level of satisfaction remains the same.
• The most important thing to do when designing a self service chatbot is nail down the bot persona. Start with the character, vocabulary, and tone of voice the bot is going to use. Without these, your bot will be inconsistent.
• Once the basics are established, you need to test your bot before you put it into production. While potential users are your best option, even having your coworkers test it can generate valuable feedback.
• While a chatbot may seem like a one and done solution, they require constant care. As you roll out your chatbot, gather customer feedback. While complaints are never fun to hear, each customer interaction provides valuable data points to iterate upon.
• One of the biggest challenges conversation designers need to overcome is language. Language is both simple and complex at the same time. As single sentences can have multiple intents, you need to factor that into your user flows.
• As a conversation designer, collaboration is important. Your day to day will have you working with project managers, engineers, and other designers. Collaboration is crucial to getting a finished product, and to identify your responsibilities.
• For budding designers, the best thing you can do is understand the requirements at the beginning. You need to understand not only what tasks you need to accomplish, but how your audience affects your work.

Quote of the Show:

• “Language is so complex. It's simple, but complex at the same time.” - Kayla Orozco

Links:

• LinkedIn: https://www.linkedin.com/in/kaylaorozco/
• Website: https://www.kaylaorozco.com/

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M