Common Mistakes in Chatbot User Experience Design

AI chatbots are everywhere, but are we designing them right? Lately, I’ve been using and researching lots of AI chatbots—especially as more clients request this feature. Many rely on design patterns borrowed from their predecessors and the giants, often without much reconsideration. While these patterns may seem like industry standards, they leave me, and likely others, feeling overwhelmed, confused, or even annoyed. Here are some examples: 1️⃣ The Blank Page Dilemma Whenever I see a chatbot interface with nothing but a search bar or “Type anything” prompt, I hesitate. It feels like staring at a blank page for an essay—endless possibilities but no guidance. ✅ What works better: Give users suggested actions, tailored to your product, to help them understand what’s possible. Focus your AI on specific, valuable use cases instead of trying to make it an all-knowing oracle. -- 2️⃣ The “✨ with AI” Hype Buttons like “Summarize with AI” or “Ask AI Anything” feel unnecessary. AI doesn’t need the sparkle anymore—it’s a commonplace part of the digital toolkit now. This idea really stuck with me after hearing Vitaly Friedman mention it in a fantastic talk on smart AI design patterns. ✅ What works better: Clear, functional labels like “Summarize” or “Ask anything” do the job better. They’re easier for users to understand at a glance. -- 3️⃣ “Prompt” Jargon The word “prompts” has always felt technical and unfamiliar. For many users, it’s not clear what that even means. ✅ What works better: Use friendlier language like “Here’s what you can try” or “Suggestions to get started.” Simple shifts like this can make AI feel less intimidating. -- The best chatbot interfaces meet their users where they are. As we design these complex features, we shouldn’t overlook our UX principles.

🚫 What To Avoid When Using Conversational AI Chatbots in Sales and Marketing 🚫 Conversational AI chatbots are cool new toys for sales and marketing, but only when used correctly. Here’s what to avoid to ensure your AI chatbot enhances your strategy rather than hinders it. Over-Automation: Fact: 53% of consumers get frustrated if they can’t reach a human. Tip: Strike a balance. Use chatbots for initial interactions but have human agents ready for more complex queries. Lack of Personalization: Fact: Personalized emails deliver 6x higher transaction rates. Tip: Make sure your chatbot collects and uses data to personalize conversations. Simple details like a customer’s name or purchase history can make a big difference. Ignoring Data Privacy: Fact: 79% of consumers are concerned about data privacy. Tip: Be transparent about how you use customer data. Ensure compliance with regulations like GDPR to build trust. Scripted Responses: Fact: 45% of consumers say they prefer live agents because of more personalized service. Tip: While chatbots use pre-set responses, make them flexible and natural. Avoid robotic language and adapt based on the conversation flow. Limited Functionality: Fact: 34% of consumers abandon a business if they can't find what they need. Tip: Ensure your chatbot is equipped to handle a variety of tasks from FAQs to guiding users through a sales funnel. Test regularly to identify and fill any gaps. Neglecting Customer Feedback: Fact: Companies that actively seek and act on customer feedback grow revenues 2.5x faster than peers. Tip: Use chatbot interactions to gather feedback and continually improve your service. Make it easy for customers to provide input. Overpromising Capabilities: Fact: 40% of users expect a chatbot to answer complex questions, but many aren’t capable. Tip: Set clear expectations about what your chatbot can and cannot do. This prevents frustration and improves user experience. Poor Integration: Fact: Businesses using chatbots see a 10% boost in customer satisfaction when integrated with CRM. Tip: Integrate your chatbot with your CRM and other tools to ensure seamless data flow and better customer insights. Ignoring Analytics: Fact: Only 22% of businesses track chatbot performance. Tip: Regularly review chatbot analytics to understand performance and customer behavior. Use insights to make data-driven improvements.

[Warning] 95% of businesses get chatbots horribly wrong. Don’t be one of them. Follow these rules and be part of the 5% who get them right: Don't: Overcomplicate the user interface. Do: Keep consistency in how each response type is showing to the reader. Don't: Rely solely on pre-programmed responses. Do: Implement AI to understand and generate natural language or to escalate to a human agent when required. Don't: Disregard user privacy and data security. Do: Ensure robust security measures to protect user information. Don't: Ignore user feedback and interactions. Do: Continuously analyze user interactions and improve based on feedback. Don't: Make the chatbot sound too robotic. Do: Infuse personality and conversational tone to engage users. Don't: Neglect regular updates and maintenance. Do: Keep the chatbot up-to-date with relevant information and improvements. Don't: Underestimate the power of human supervision. Do: Have a human oversight mechanism to handle complex or sensitive queries. Enjoy being a member of the 5% :) Would you add anything?