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Voicebot and Chatbot Design by Rachel Batish

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Define your use cases – not too little and not too much

Many businesses struggle to identify the use cases where a bot can replace a human interaction. This is usually a result of the relatively poor experiences that today's bots provide.

Poor automated experience is a consequence of either:

  • The "too little" scenario, where a bot offers very little and therefore has no value for the end user
  • The "too much" scenario, where a bot sets high hopes for what it can do, but then fails to meet those expectations

In both cases, the bot is unsuccessful in fulfilling its purpose. Due to technology limitations, or bad design, it has failed to offer a fast and scalable service to the customer and failed to reduce the business' costs. Finding the minimum viable ...

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