OpenDialog Patterns
  • A Pattern Library for Conversation
    • A "Read Me" for this Library
    • About this Library
  • The Pattern Library
    • Openings (Inge updated this)
      • Anatomy of an opening
      • Examples of transactional openings for text-based assistants (Inge added this WIP)
      • Additional Information
    • Authentication
      • Components
      • Example Dialog
      • Using in OpenDialog
    • Information Collection
      • Components
      • Example Dialog
      • Using in OpenDialog
      • Additional Information
    • Providing Recommendations
      • Components
      • Example Dialog
      • Using in OpenDialog
      • Additional Information
    • Extended Telling
      • Components
      • Example Dialog
      • Using in OpenDialog
      • Additional Information
    • Repair (Inge WIP)
      • Types of repair
      • User request not understood
      • Example Dialog
      • Using in OpenDialog
      • Additional Information
    • Transfer
      • Components
      • Example Dialog
      • Using in OpenDialog
      • Additional Information
    • Closing
      • Components
      • Example Dialog
      • Using in OpenDialog
      • Additional Information
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  1. The Pattern Library
  2. Closing

Additional Information

PreviousUsing in OpenDialog

Last updated 3 years ago

Resources and Links

  • Academic literature

  • Web resources, blogs

    Research Highlights

    Mostly, guidelines talk about Grice’s maxims, or speak in generalities. says to fit the closing to the context, fitting the style of your bot. doesn’t address closings specifically. A says not to leave the conversation before the user; 1) if wrapping up, say thank you and goodbye; 2) if transferring, notify the user; 3) if chat is left open (or a long delay?), ask if the user needs more assistance. Another emphasizes the importance of the pre-closing (without using that term), including a last topic check, gratitude, and future contact orientation. One encourages including an exit button, recognizing a user’s “exit” intent, and a task completion closing flow.

Opening up Closings
An Introduction to Conversation Analysis
Every Chatbot Needs an Exit
9 Tips to Design Conversational Style for Your Bot
Greg Bennett
Google
contact center blog
live chat blog
blog post