Designing effective VA conversations

Think of the Virtual Agent (VA) as the perfect support representative.

By crafting dialog that mimics how the best human helpers on your team speak, you can create conversations that give users faith in the VA’s ability to provide what they need.

Below are guidelines describing how to make the VA speak naturally in a familiar, non-robotic way with a genuine, assuring tone that puts people at ease and builds trust. Keeping these in mind will help you create successful conversations that build momentum toward solutions.

Consider both sides of the conversation

Before you start writing any dialog, it’s helpful to consider both the human side and the machine side of the transaction. Consider what each side needs? Create an inventory of the possible inputs the VA needed for the use cases. Then identify what the user needs. What are their information needs, action needs, and emotional needs?

To read more, simply download the attached PDF.

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