What Chatbots Can Do When You Engineer Content for Them


Industry analysts predict chatbots and intelligent assistants will soon overtake traditional web interfaces as the primary consumer touchpoint. Analysts predict these new delivery channels will either replace or augment mobile apps, and completely transform customer service. Are you ready?

Adding a chatbot to the mix of content delivery channels can boost return on investment of existing content, decrease sales cycles, improve conversions, and reduce customer service costs—all while improving customer satisfaction. Adding a chatbot to your content delivery strategy can also increase content production complexity, decreasing the risk that you’ll produce incongruent content across multiple channels. But, with a proper content strategy—and little content engineering—you can safely extend your existing content repositories and confidently deliver the right content to those who need it on the delivery channel of their preference.

Join Cruce Saunders, founder, and principal at [A] and author of Content Engineering for a Multi-Channel World, as he discusses how to engineer content for chatbots and voice interfaces. You’ll learn how chatbots give customer service and other Q&A content new interactive life, and why you might need structured, semantically rich content to efficiently deliver consistent customer experiences. You’ll leave with a solid understanding of chatbot basics: content requirements, components, and construction. And you’ll discover why it’s a best practice to adopt a future-proof content model that will support both chatbots and other content delivery channels.