Wrong problem / wrong design

• you can not provide a good solution if you do not know the problem
• you can not satisfy the callers if you do not know them and their problem
• you might get lucky once or twice, but on the long term you will fail

therefore, before designing the conversation

• learn who is the caller (persona)
• understand why the caller is calling (use case)
  • what is the problem they're trying to solve?
• understand how the caller is handled today (context)

A feedforward is better than a name

• research have shown that adding a name reduces your product adoption by users

• don't waste caller's time with useless information such as a name
• avoid the uncanny valley

• let customers know they speak to a machine
• transparency from the start of the conversation helps alleviate consumer mistrust