Role playing chatbot
When we started writing scripts, using emojis seemed a little taboo.
The health care industry is old-school, and anytime we demoed a script with an emoji in a room full of people, someone would make a negative comment.
We did learn to only use emojis in positive affirmation responses and to introduce them later in the onboarding process.
We use templated responses for many interactions that the user inputs, and one thing we learned is that people don’t like being “forced” to send emojis back to a bot.
The funny thing is that when we did user testing with these same people but one person at a time, they laughed and smiled when they saw an emoji.
It was amazing how quickly people formed an emotional connection with Joy, and emojis helped a lot in developing this connection.
We’ve now added a user input option after 4-5 messages to break up the text and give the user a few seconds to catch their breath. can type a thousand words per minute, but that’s not what people want from a chat interface.You can use the Flesch-Kincaid Grade Level feature in Microsoft Word or an app like to figure out the present grade level of your scripts.I don’t think there is a hard and fast rule of what grade level you want to write to, but in general, the lower the better.Engagement drops with every line of text over three lines, which we call the “glanceable tipping point.” Sometimes we exceed it, but we try to only do so when giving users a specific piece of information they are requesting.They need to be invested in the answer they are about to receive.