Conversational Design for IVR Project

What is this template about?

This is a perfect tool to help you design conversational interfaces. The board comprises two main parts: (1) a ready-to-go template customized for voice bots and smart IVR, and (2) a plain actional template you can adapt in any way you need. The main difference between them is that (1) offers you a bot flow based on multiple customer reviews and our accumulated experience in voice bot design, while (2) offers you the freedom to create your own conversational experience targeting the pain points your business faces. Both templates take the following structure:

1. Symbol translator, which explains the meaning of every symbol used in a template

2. Legend behind the template’s terms, entities, structure, and color coding.

3. A set of bot intents with (1) and without (2) pieces of dialogue filled in.

What can this template help you achieve?

This is an effective framework for bot design that can help you create various conversational experiences: from chatbot prototyping to hypotheses testing to contact center automation. This template contains corner cases crucial for bot development with a particular focus on voice-enabled channels. Keep in mind that the more time and effort you spend thinking through and prototyping your bot flow, the fewer iteration you’ll have to make at the development stage.

Who is it for?

Anyone curious about Conversation Design can use this template and adapt it for any purpose if necessary: from conversational copywriters to conversation designers, business analysts, and product designers. If you’re new to the field, you may want to read this guide before the start.

How can you use it?

You can use this template independently, with your team, and/or with other stakeholders. Feel free to update it collaboratively during meetings or asynchronously.

If you need more instruction and insights about conversation design, you’ll find them on our blog. Good luck on your conversation design journey!