I don’t know anyone who would decide today to spend their vacation in the same place for the rest of their life. But I know enough people who code their bots and their digital assistants to work on just one messenger. The main motivation for creating digital assistants and bots for a single channel is formatting text.
Honestly, formatted text has nothing to do with good conversational design, though I do understand that this is what users and stakeholders want. So, how can you give users and stakeholders what they want without tying your bot to a single messenger channel? The answer is Adaptive Bot Response Design (or Adaptive Bot Design for short).
I introduced the concept of adaptive bot design in an Oracle Digital Assistant Design Camp in August 2020 (see video here). Oracle Digital Assistant 20.12 introduced ICU (International Components for Unicode) formats for resources bundles, which provides one more tool to implement adaptive bot design.
In this article I show you how you can implement channel specific messages and formatting without locking your bot in.
Using resource bundles is a well-known best practice when creating multilingual chatbots, but also when creating channel-independent digital assistants. In Oracle Digital Assistant, you can build resource bundles on the digital assistant and the skill level. Read the complete article here.
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