While many conversation designers strive towards “natural-sounding dialogue,” there are two key points that show that “natural” dialogue is not a true metric:
- Chatbots are not humans, no matter how closely they can talk like one.
- Chatbots are a business asset
With those two points in mind, the goal of a chatbot’s message can change from being “natural” to being “useful.” Proactive messages are a way to achive that.
When teaching English, often teachers will ask students to give complete answers - that is, an answer with enough information to derive the question from it. The chatbot equivilent of a “complete answer” is a “proactive message.”
What are Proactive Chatbots?
Proactive chatbots take the lead on giving information. They don’t wait for users to ask basic questions about the bot, its company, or its purpose. Instead, the bot immediately presents users with options, highlights key features, and suggests potential actions each step of the way. This approach is about guiding the user and setting clear expectations from the start.
Think of a promoter in a grocery store offering free samples: “Would you like to try Samson’s new strawberry probiotic to improve your gut health?” Instead of waiting for you to ask what they’re offering, they proactively present the product and its benefits.
Why Proactive Messaging is Essential
Proactive chatbots offer a host of advantages:
- Reduce Edge Cases: By guiding users toward happy paths within the bot’s capabilities, proactive messaging helps minimize errors and unexpected outcomes.
- Streamline Conversations: Making it obvious what the bot can and cannot do simplifies the interaction and saves users time.
- Improve the User Experience: Proactive bots are easier and faster to interact with, leading to a more satisfying experience.
The disadvantages are minimal: proactive messaging takes more effort to write, and it can be more verbose than reactive messaging. While it’s true that proactive messaging is different from how humans typically converse, chatbots are not human. “Natural conversations” might be a goal for role-playing chatbots, but it is a false metric for commercial bots that need to solve real problems.
What About Reactive Messages?
Reactive chatbots take a more passive approach. They wait for the user to initiate the conversation, asking open-ended questions and responding to specific queries. This approach prioritizes user freedom and exploration.
Imagine an empty library. Knowledge and information are all around you, but it is up to you to take the first steps. You have to both explore the scope and available options, and then choose which is most closely aligned to your goals. There might be helpful signs, but there is no guide to help you hone in on what you need. This is what users feel like when they see a bot message like this:
Reactive messaging can be useful in specific situations:
- Soliciting User Feedback: Asking open-ended questions allows users to express their thoughts and opinions freely.
- Engaging in Limited Small Talk: Reactive responses can make the bot feel more conversational and personable, but should be used sparingly in commercial contexts.
The key is to use reactive messaging strategically, complementing a primarily proactive approach.
Proactive messaging is not merely a best practice; it’s essential. By taking the lead, setting clear expectations, and streamlining interactions, proactive chatbots deliver exceptional user experiences and drive successful outcomes. To build bots that truly solve problems and delight users, embrace the power of proactive communication.
❤️
Gordy