What Nike's chatbot taught us about conversation design best practices

A well-designed chatbot should start with a deep understanding of its unique business context, taking into account the company's goals and audience needs. The bot's primary goal is to empower customers by getting them what they need as fast as possible, while removing friction from the user journey. To achieve this, the bot should only ask for necessary information, communicate its understanding of customer intent, and solve problems for 80% of its target audience. By prioritizing a delightful user experience, chatbot designers can foster customer satisfaction, loyalty, and cost savings.

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