Designing the Language Experience for Chatbots
Chatbots are changing how enterprise workers perform simple, repeatable, data-light tasks or actions. Many enterprise workers today can perform mini-transactions using the cloud while on the go simply by using SMS-type messages or voice commands on a smartphone. As chatbots become more prevalent among enterprise workers across the globe, the language design of the conversational user interface (UI) is moving toward the center of focus.
Language design is as significant an experience as the visual design of any UI. The chatbot language design experience must be designed to be language-aware—to process multiple languages and be flexible enough to pick up and understand the nuances of different languages and multilingual speakers.
The question of how we move from mostly US English-developed chatbots to multilingual ones will be an interesting challenge. It’s believed that one way to start solving this challenge is to consider how we design the language experience from the get-go.
Karen Scipi is a lead UX content strategist and writer at Nordstrom. She has held various enterprise applications design and development roles at Oracle, Microsoft, and PeopleSoft. Karen is a champion of language design that promotes modern, flexible, intuitive, and understandable user experiences. She writes copy for enterprise and consumer apps and writes visual and language design patterns that drive pattern alignment among application architecture, design, software code, UI, and content.