Whether they’re answering customer support questions, helping employees pick the right medical plan, or serving as a personal assistant, bots offer scalable instantaneous, 24/7 interaction that is very difficult to achieve with human agents.I have seen businesses across all industries identify a wide variety of valuable use cases for their own conversational systems. But finding the right use case for a bot is just the beginning. Designing a system that can successfully engage users, whoever they might be, in genuine conversation, requires careful thought. And making sure that system is achieving the right goals —having the right conversations — is critical.
Recently, I set out to build a fully functional chatbot on my own using Watson Conversation Service, in an effort to learn how to do just that — create a conversational system that can drive conversations in my desired direction. For my project, I chose to create a chatbot that could answer question about a topic with which I’m very familiar: myself. I wanted to create an interactive, conversational resumé of sorts. Let’s call is “Susannah-Bot.” And through quite a bit of trial and error, I found that there are some unique considerations that we have to take into account when building a two-way, conversational experience in the form of a chatbot.
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