the communication architects masters of machine learning, the teachers who turn chatbots into human beings
They write dialogues, build conversations, “educate” chatbots: that of the conversation designer is a rapidly rising professional figure in the digital world. They are able to design the relationships and communications between people and machines, all with the help of artificial intelligence.
There is no company that does not look with interest at the recent and increasingly innovative chatbot technology, which can exponentially improve the degree of human-machine relationships as never imagined before. Likewise, all major technology companies cannot help but seek out and hire these professionals to improve interactions with their customers.
Chatbots and virtual assistants are the present and the future of customer communication, so it is crucial for companies to take the best care of this new relationship to make it as effective and useful for the user as possible.
Who are conversation designers?
As is well explained in the book “#Conversation Designer” by Antonio Perfido, these professionals are, for all intents and purposes, the designers of the interlocutions between human users and artificial intelligence.
These new professionals, endowed with different skills, with a key role in designing relationships between users, brands and organizations with a natural language. Thus, different skills and knowledge converge in these new professionals: writing skills, knowledge of cognitive and psychological sciences, technological skills and, of course, marketing skills.
A real bridge between the human being and the machine capable of making the automaton look more and more like the human being. Real architects of communication capable of “teaching” computers to communicate in a human-like manner to make experiences with chatbots and virtual assistants as easy, intuitive and truthful as possible.
The path of the human-machine bridge
The first step is the definition of the user’s need, the reason for initiating the interaction with the machine and its appropriate and consequent, as well as relevant, response.
This is followed by the definition of the flow of conversation, the curation of the dialogue with the addition of elements that recall the empathic aspect of the human-human relationship and the sphere of emotional involvement, proper to human conversation.
The goal is to realize a fluid communicative scheme, adaptable according to the user, through which the machine can, algorithm after algorithm, deliver a human, verisimilar conversational experience.
The skills of Conversation Designers
First and foremost, the conversation designer must have writing skills to produce simple and effective dialogues. This knowledge must be coupled with a proper understanding of technology, how learning models work, understanding speech recognition, machine learning principles, and major programming languages.
One cannot, however, not start from the customer’s perspective: the conversation designer must bring the user to the expected result, quickly, making sure that they, satisfied, return to use this tool. It is in this regard essential to possess skills such as empathy, creativity, problem solving and analytical skills.
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Author: Alessandro Volpe