Chatbot Design and UX Flashcards

What is the purpose of 'disambiguation' in a chatbot conversation?

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.

Which accessibility best practice is important when designing chatbots for US audiences?

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.

What is 'conversation flow mapping' used for?

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.

Why should chatbots always disclose that they are bots when directly asked?

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.

What does 'dead-end handling' address in chatbot design?

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.

Which metric best measures chatbot UX effectiveness?

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.