Chatbots Chatbot Design and UX 3 — Questions and Answers
Question 1: What is the purpose of 'disambiguation' in a chatbot conversation?
- To translate languages
- To clarify ambiguous user input by asking a focused follow-up question (Correct answer)
- To log conversation data
- To route users to a human agent
Correct answer: To clarify ambiguous user input by asking a focused follow-up question
Disambiguation helps the bot narrow down what the user meant when their message could have multiple interpretations.
Question 2: Which accessibility best practice is important when designing chatbots for US audiences?
- Use only visual cues
- Ensure responses are compatible with screen readers and plain language standards (Correct answer)
- Require users to upload documents
- Block keyboard navigation
Correct answer: Ensure responses are compatible with screen readers and plain language standards
ADA-aligned chatbot design uses plain language and screen-reader-compatible UI elements to serve all users.
Question 3: What is 'conversation flow mapping' used for?
- Tracking server uptime
- Visualizing all possible dialogue paths a user might take through the bot (Correct answer)
- Storing user passwords
- Designing the database schema
Correct answer: Visualizing all possible dialogue paths a user might take through the bot
Flow mapping helps designers identify gaps, dead ends, and branching logic before development begins.
Question 4: Why should chatbots always disclose that they are bots when directly asked?
- Legal requirements don't apply online
- It builds trust and is required by FTC guidelines in the US (Correct answer)
- It improves NLP accuracy
- It reduces server costs
Correct answer: It builds trust and is required by FTC guidelines in the US
US FTC guidelines and consumer trust principles require honest disclosure of bot identity when users sincerely ask.
Question 5: What does 'dead-end handling' address in chatbot design?
- Broken API endpoints
- Conversation paths where the bot runs out of responses and leaves users stuck (Correct answer)
- Database query timeouts
- UI rendering failures
Correct answer: Conversation paths where the bot runs out of responses and leaves users stuck
Dead-end handling ensures every conversation path has a graceful exit, such as handing off to a human or offering alternatives.
Question 6: Which metric best measures chatbot UX effectiveness?
- Server response time only
- Task completion rate — the percentage of users who successfully achieved their goal (Correct answer)
- Number of messages sent
- Database query count
Correct answer: Task completion rate — the percentage of users who successfully achieved their goal
Task completion rate directly reflects whether the chatbot's UX design is helping users accomplish what they came to do.
Chatbots Chatbot Design and UX 3
What is the purpose of 'disambiguation' in a chatbot conversation?