article by Grant Ronald, February 2019
The power of a conversational interface, such as Oracle Digital Assistant, lies in the ability for a user to communicate using natural language using phrases and terms with which they are familiar and comfortable. So, rather than a user interaction being railroaded by the implementation of an IT system, the Nirvana is a naturally flowing conversation. However, the freedom of an open and loosely structured interface such as spoken and written language may exponentially add to the complexity of how you design these systems.
The very nature of language is complex, often imprecise and ambiguous. It is therefore critically important to design conversational interfaces with strategies and techniques to mitigate this complexity.
This paper discusses a number of important tips and lessons for building a conversational interface including designing conversations, voice and personality, natural language intelligence, help, guidance and error handling.