Chatbot Overview
Conversational Bots
Intents & Entities
Intelligent Bots's Approach Conversational Platform
Bot Concepts and Terminology
Natural Language Processing (NLP)
Bot Types
Bot Tasks
Starting with Platform
How to Access Bot Builder
Working with Bot Builder
Building your first Bot
Getting Started with Building Bots
Using the Dialog Builder Tool
Creating a Simple Bot
Release Notes
Latest Updates
Older Releases
Bot Builder
Creating a Bot
Dialog Task
Working with User Intent Node
Working with the Dialog Node
Working with Entity Node
Supported Entity Types
Working with Composite Entities
Supported Time Zones
Supported Colors
Supported Company Names
Working with Message Nodes
Working with the Confirmation Nodes
Working with Service Node
Implementing Custom Authentication
Enabling 2-way SSL for Service nodes
Working with Script Node
Working with Agent Transfer Node
Working with WebHook Node
Defining Connections & Transitions
Managing Dialogs
Prompt Editor
Action & Information Task
Working with Action Tasks
Working with Information Tasks
Establishing Flows
Alert Tasks
Working with Alert Tasks
Managing Ignore Words and Field Memory
Knowledge Graph
Building Knowledge Graph
Generation of Knowledge Graph
Importing and Exporting Knowledge Graph
Knowledge Graph Analysis
Knowledge Extraction
Natural Language
Machine Learning
ML Model
Fundamental Meaning
Knowledge Graph Training
Ranking and Resolver
NLP Detection
NLP Settings and Guidelines
Bot Intelligence
Context Management
Session and Context Variables
Context Object
Dialog Management
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Default Conversations
Default Standard Responses
Channel Enablement
Test & Debug
Talking to Bot
Utterance Testing
Batch Testing
Recording Conversations
Publishing your Bot
Analyzing your Bot
Custom Dashboard
Conversation Flows
Bot Metrics
Advanced Topics
Bot Authorization
Language Management
Collaborative Development
IVR Integration
Universal Bots
Enabling Languages
Smart Bots
Sample Bots
Travel Planning
Flight Search
Event Based Bot Actions
Bot Settings
Bot Functions
General Settings
PII Settings
Customizing Error Messages
Bot Management
Using Bot Variables
API Guide
API Overview
API List
API Collection
SDK Overview
SDK Security
SDK App Registration Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Web Socket Connect & RTM
Using the BotKit SDK
Installing the BotKit SDK
BotKit SDK Configuration
Events for the BotKit SDK
Functions for the BotKit SDK
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Bot Administration
Bots Admin Console
User Management
Managing Users
Managing Groups
Managing Role
Bots Management
Inviting Users
Sending Bulk Invites to Enroll Users
Importing Users and User Data
Synchronizing Users from Active Directory
Security & Compliance
Using Single Sign-On
Cloud Connector
How Tos
Context Switching
Using Traits
Live Agent Transfer
Schedule a Smart Alert
Configure Agent Transfer
Custom Dashboard
Patterns for Intents & Entities
Build Knowledge Graph
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  6. Design


Before you jump in to develop a Bot, it would be a good idea to spend some time in understanding what the Bot would be and how it would help you and your business. This understanding would bring clarity and efficiency to the Bot development.

Chatbots are artificial intelligence systems that the users interact with via text or voice interface. These interactions can be straightforward, like asking a bot about the weather report, or more complex, like tracing missing entry in your bank account.  Further, the interactions can be structured with user choosing options from a list of items presented or unstructured freestyle flow similar to a conversation with involving a human agent.

Whatever be the type of user interaction, good design helps in building an efficient bot. A good design allows for answering most of the user queries, anticipates all the conversation flows and expects the unexpected.

Platform Recommendations: The following steps can be considered while designing a Bot:

  • Understanding the user needs to set the scope of the Bot. The business sponsors, business analysts, and product owners play an important role in identifying the user requirement by gathering market requirements and assessing internal needs.
  • Setting the chatbot goals helps create a well-defined use case. This would involve converting the above-identified scope to a use case. It would be advisable to involve the Bot developer in this phase.
  • Designing a chatbot conversation to define chatbot behavior in every possible scenario in its interaction with the user. Simulating conversations go a long way in identifying every possible scenario.

Once the bot capabilities and ideal use case are well-defined, Bot developer can begin the process of configuring bot tasks, define intents and entities, and build the conversational dialog.

Things to keep in mind while designing a chatbot: Try to answer the following questions (some if not all):

  • Who is the target audience? Technical help bots targetted for a tech-savvy customer need a different design when compared help bots for a layperson like, say, a bank customer. Hence assessing the target audience is always important.
  • What bot persona will resonate the most with this group? This will help define how the Bot will talk and act in every situation.
  • What is the purpose of the bot? The goal i.e. the customer query that the Bot needs to address will define the end point of any conversation.
  • What pain points would the bot solve? The purpose and scope of Bots can be set by identifying what the Bot will address and when the human agent needs to take over.
  • What benefits would the bot provide for us or our customer? The main benefit of using a Bot would be time-saving. The user need not waste their time waiting for a human agent to be available for answering their query. You, as the business owner, need not worry about not being there to cater to all customer needs.
  • What tasks do I want my bot to perform? Simulation of user conversation would help identify the tasks that need to be catered by the Bot.
  • What channels would the bot “live” in? This would to some extent drive the way the Bot would be presented, the various options available for the chatbot would be limited by the channel/medium it would be used.
  • What languages should my bot speak? When catering to a multi-lingual community the language support would be imperative and building the dictionary simultaneously would be useful.