In a recent blog post release from IBM Watson, chatbots are becoming more and more common as channels for engagement.
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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