How successful teams are tackling the hardest conversation design challenges

Successful teams tackle the design challenges of accounting for infinite scope by applying the 80/20 rule, which involves prioritizing the most common conversational journeys (80% of users = 20% of conversations) and using prototyping and user-testing to discover and design for the rest. They also test their designs early, under the scrutiny of live usage from stakeholders and unbiased users, to refine their approach and ensure a great experience. To create contextual conversations, designers must consider three types of context: session context (responding to changes within a single conversation), historical context (using information from previous sessions to tailor the next experience), and environmental context (accounting for external factors outside of user input). By incorporating these elements into their design process, teams can create more robust and effective conversational products.

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