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Conversational design for Google’s Business Messages

In the world of Google’s Business Messages, the art of conversation reigns supreme. Think of it as a symphony where the quality of the conversation is the conductor, guiding customers through a harmonious experience.

Picture this: a user navigating effortlessly through automation, seamlessly transitioning to live agents when the need arises. The transition is harmonious, where even the simplest chatbot can steal the spotlight and deliver a stellar conversational performance. But, if the conversation doesn’t flow properly that even the most advanced AI chatbot can stumble. And this is where conversational design comes into play.

Conversational design on Google’s Business Messages

To design conversations over Google’s Business Messages, remember simplicity is key. Start from crafting the basics—a FAQ chatbot that answers common questions from a pre-set list.

Once you’ve fine-tuned this basic chatbot, it’s time to jazz it up. Add rich features, like a product search function, and watch as the chatbot interact with customers in an almost human-like fashion, guiding them to your brand’s website to complete tasks. And you can even conduct identity verification or authentication, making the entire journey happen within the chatbot.

Now, let’s dive deeper into the conversation design for Business Messages. It’s a step-by-step process that will have your customers coming back for more:

  • Define the use case: Start with a bang! Identify the use case and tasks your agent will handle. Prioritize one with the potential for a big impact.
  • Craft a personality: Give your chatbot some flair. Design a personality that embodies your brand and suits the use case perfectly.
  • Welcome message: Roll out the red carpet! Create a welcome message that sets the customer’s expectations. Let them know what the agent can do and provide conversation starters for supported tasks.
  • Plot the journey: Plan the customer’s journey from start to finish. Imagine it like mapping out a road trip. Write sample dialogs to get a feel for the conversation’s flow.
  • Clear, concise messages: Keep it short and sweet. Craft concise messages that guide customers step-by-step. Use language that feels as natural as a casual chat with a friend.
  • Suggested replies and actions: Give customers a roadmap. Use suggested replies and actions to offer clear options for their next steps.
  • Expect the unexpected: Be ready for surprises. Customers can type unexpected things. Prepare fallback responses for any unanticipated messages the chatbot can’t handle.
  • Live agent transfer: The show must go on. Develop a strategy for transitioning to live agents when needed. After two fallback responses, suggest bringing in a live agent.
  • Real customer testing: Time for a dress rehearsal. Test the agent with real users to see how it performs in the real world.
  • Metrics and feedback: Be your own critic! Track conversational quality metrics and gather user feedback. Learn what needs improvement from survey data and customers messages.
  • Refine the experience: Use feedback to shape and refine the conversational experience.

Now, let’s talk about the dynamic duo of conversational commerce: Automation and Live Agents. Think of them as Batman and Robin, but for your business messaging.

Automation takes the stage first, providing immediate customer service at scale. It’s like having an army of tireless robots to assist your customers, handling numerous queries with finesse. This superhero, in the form of automation, paves the way for live agents to be the ultimate problem solvers. They swoop in to tackle complex tasks and save the day when automation has done all it can.

Remember, for Google-owned entry points, having a human backup is non-negotiable. Live agents are the safety net, ready to catch any issues automation can’t handle or to assist customers with intricate tasks.

Now that you know the in’s and out’s of conversational design, it’s important to map out the key use cases that Google’s Business Messages would cover.