Writing natural chat bot responses


Prior to thinking much about writing bot responses, I wrote them as direct replies to the training phrases (or utterances) we had for each task the customer could complete (the intent). But, our analysis of people’s conversations with the bot shows that people make requests in two distinct forms: they give commands and they make inquiries. I’d like to highlight the way these utterances differ and share some recommendations for writing more natural responses, regardless of the utterance.


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