A chatbot needs to possess only two of these attributes: natural-language processing and intelligent interpretation.

Audit of bank application for the above two different types of chatbots available today:

• Customer-service bots take over some of the human load in chat interactions between a business and its customers. Examples of such bots include Alaska Air’s Ask Jenn

• Interaction bots are intended to provide an additional channel of interaction with a business for purposes other than customer service. For example, Domino’s Pizza bot allows users to order pizza

Both text and links/buttons could be used for inputting information into interaction chatbots. They had slightly different purposes:

• Predetermined links and buttons saved users from typing. These were usually displayed in a carousel and could include images. People appreciated having these options and even expected them for common inputs.

• Text allowed users some flexibility in choosing the types of questions they wanted to ask and enabled them to deviate from the script of the chatbot. 

Links and buttons worked best when they were clearly signaled. People expected to be able to click on almost any nontext element that was displayed by an interaction bot.

• Predetermined links and buttons saved users from typing. These were usually displayed in a carousel and could include images. People appreciated having these options and even expected them for common inputs.

• Text allowed users some flexibility in choosing the types of questions they wanted to ask and enabled them to deviate from the script of the chatbot. 

UX Guidelines for Designing Chatbots

• Be upfront about using a bot and not a human.

• Clearly tell people what tasks the bot can do. 

• Don’t be overly ambitious: create bots for simple tasks. Complexity is not well handled in the limited bot interface.

UX Guidelines for Designing Chatbots

• Tolerate typos and ambiguity.

• Allow people to interact with the bot both through free-text input and selection of links.

• Allow sorting and filtering to let people narrow down through results.

UX Guidelines for Designing Chatbots

• Save information from one task to the next.

• Program some flexibility into the bot: infer context and allow people to jump forward and backward in the linear flow.

• Be honest about not understanding. Offer an escape hatch in the form of a real human, a phone number, or a link to a different interaction channel.

Purpose of Chatbots in Customer service, the conversations could be classified into:

• Bugs to be fixed

• Usability adjustments

• Product insights

• New features

Redesigning the HDFC Bank mobile application of chatbot experience of applying for two-wheeler loan according to the newly designed journey.