Chatbot It is one of the many words that the technological revolution gave us. We use it to name a program that simulates a conversation with a person. You can answer questions, help solve problems or guide users, all automatically. In Creole, it is robotsomething we do every day when we use an app, we make an online purchase or look for information, for example.
But behind many of those robots there is not only artificial intelligence: there are also people of flesh and bone, professionals who train systems, write answers and even talk in real time.
They are called Conversational UX (CUX) o User experience designers (In this note other names such as UX designer y Conversational designer to refer to this same role). But they are basically people who write and design how chatbots speak and what they have to say. They create the messages, the answers and the path that follows a conversation to be clear, natural and easy for the user.
Why are these positions so required by companies? “Because user experience designers seek to facilitate communication with customers. They allow companies to have a fluid, constant and available dialogue 24/7 with their customers, which increases user satisfaction, and, basically, scale the business at a reduced cost,” he explains Florence de VitaHead of People in Botmaker, a technological company specialized in the development of artificial intelligence.
In addition, the use of virtual assistants is very versatile because it can serve to facilitate an online purchase, attend a user complaint, reserve a medical shift or consult the vacation balance available, among thousands of possible uses
This makes many companies more and more interested in incorporating them into various areas of the company, to gain efficiency and optimize resources. In that context, the role of Conversational designer It allows to ensure that these interactions are satisfactory, correct and aligned with the company’s brand
Every time an CUX (conversational user experience designer) begins a new project, first He does an investigation. At this stage analyze what the brand is like (what tone uses, how it wants to sound) and defines the “personality” that the chatbot will have The conversational agent.
He also decides What topics can you solve the bot and which notthat is, what questions can answer and what things will be out of reach. After that, a plan is assembled: Design the paths that conversations will follow and diagrams are drawn that show how step -by -step interactions should be.
-Then, it goes to the implementation stage. This means that all that work on the platform is loaded where the chatbot will work: the answers are scheduled, variables are configured and the necessary systems are connected. Tests are then made to ensure that the conversations work well, that the button understands the mistakes or doubts of the people and respond correctly.
Finally, if everything goes well, the chatbot is thrown into the public. But the work does not end there: data is followed as how many problems solve, how many people continue to use it and how satisfied users are, to continue improving it.
The role of conversational UX as a profession is still in a very initial stage, there is still no specific university career to train in this field. Therefore, they need Systems engineersand computer talents to configure robots but also look for profiles from the following areas:
“These professionals are usually very good editors and very creative. The merger and complementarity of the different disciplines gives versatility to the team, and allows obtaining diverse and enriching looks for the same project,” explains Florencia de Vita de Botmaker.
And he adds: “There are many people with different professional formations that can be excellent conversational designers. I advise those who are curious and interest in learning about this world to begin reading, investigate, watch videos and take a course.”
The service industry (telecommunications, banks, etc.) has incorporated conversational designers and have benefited a lot, especially to expedite customer service.
One of the strengths that a bot must respect is power reflect the personality of the company. “This is much of the task of a conversational UX, to be able to investigate the brand identity, that each company has its own voice. A health firm is not the same that gives you assistance to a shopping to invite you to see Pope Noel,” he describes De Vita.
These professionals access tempting income. From Adecco Argentina, they explain that wages usually start from $ 3,000,000 per month for positions in dependence on medium/large companies. In Startups it can be a similar salary, or work by project in a freelance manner and perceive a salary in dollars.
