5 success factors for Conversational Design! 🙌🏽

Through the targeted use of Conversational Design, voicebots and voice assistants can be developed into lively, brand-compliant and intuitively operable assistants. Five key factors are particularly important here:

1. Brand transfer: a sonorous image ✅

➡️ Imagine entering a store and being greeted by a monotonous, robotic voice. Do you feel welcome and addressed? Hardly. This is exactly what happens to users who interact with an impersonal chatbot, for example. However, a coherent experience design is essential for brand perception, and a design that perfectly reflects your brand values creates trust and strengthens customer loyalty. Brand recognition is important in all channels - Conversational Design makes this tangible.

2. Increase user acceptance: emotional design 💛

➡️ User acceptance is a decisive factor for the success of an application and the key lies in an emotional design that combines audio, voice and AI. Voice and dialog are the key factors here. They should be likeable, pleasant and easy to understand in order to make a positive impression straight away. User acceptance is an ongoing process. This should be monitored accordingly and the conversational design should be adapted and expanded depending on the use case. A continuous monitoring and improvement process ensures that the auditory service experience is successful in the long term!

3. Provide orientation: Auditory design for intuitive interaction🧭

➡️ The transferability of acoustic productions from real space to the digital channel is a fascinating starting point for improving user orientation. The human perception of audio and voice is strongly influenced by experiences in real life, which can also be transferred to digital interactions. By integrating familiar acoustic elements, Conversational AI can provide a more intuitive and engaging user experience. A targeted guidance system using acoustic signals can make navigation easier and provide users with orientation. This reveals the full strength of systematic design.

4. Latency masking: fluid and natural dialogs 🗫

➡️ Latency times are currently still a problem within conversational AI. The delay between the user's input and the chatbot's response can be unnatural and disruptive to the interaction. But there is a solution: Conversational Design. Latency times can be effectively masked using specially developed audio and voice design structures. This diverts the user's attention away from waiting and ensures a more intensive experience. It also makes the conversation seem more lively and the latency is less noticeable, as users expect a quick response. Masking latency creates a positive user experience and increases the satisfaction of the overall interaction.

5. Gamification: inspire users 🕹️

Conversational AI has the potential to revolutionize the way companies interact. But users today expect more than just dry answers and functional processes. They long for emotional connections and a positive overall experience. Gamification in the voice bot, for example, offers precisely this opportunity. Little surprises, funny answers or stories can turn interactions into a unique and unforgettable experience. Gamification is not an end in itself. It should always be used in the service of problem solving and user satisfaction. With caution, sensitivity and creativity, gamification becomes a success and design factor.

Eyes & Hands Free through the use of AI-based voice and audio technologies. 👆

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“ We create an authentic brand experience that builds trust and strengthens customer loyalty. We also mask latency through special design structures so that dialogs appear fluid and natural. These approaches enable us to develop lively, brand-compliant and intuitive systems that inspire users.”

Patrick Claude Nölke

ppa. Chief Digital Officer

& Head of Innovation

comevis GmbH & Co. KG, Cologne