How to Balance AI Capabilities with UX Design when Building Chatbots

Chatbot use cases and their associated user bases vary greatly. In some cases, you may be automating a complex enterprise workflow that you're tailoring for the technically savvy. On the other hand, you may be building a chatbot that helps schedule flights and may end up dealing with some users that are novices from a technical standing. Understanding the use case for your chatbot and the needs and capabilities of your users is critical to finding the right balance between AI capabilities and UX design. In the case of the chatbot that schedules flights, you may have more success incorporating response buttons and visuals that guide users through its capabilities at the expense of text-based user responses that can be aggregated to boost AI, ML, and NLP functionality.