Chatbot Accessibility Playbook

Recommendation 4.2.2:
Have the bot clearly communicate its purpose

Benefits Users

Icon for CognitiveCognitive

Icon for StandardRelevant W3C Guidance

Phase 1: Gather & Organize

[none]


Phase 2: Design & Implement

Icon for Design QuestionDesign Question

  • How will you craft a simple purpose?

    • The chatbot should state its purpose so that it’s clear what it can or can’t do or what tasks it can support. If there is a long list of capabilities, the message may be too long. The purpose should be stated clearly and concisely.

Icon for ExamplesExamples

  • State the purpose at the beginning of the conversation: “I can help you with your application.”

  • Repeat the chatbot purpose when the user doesn’t input something for a while: “I can help with tasks like checking your application status or renewing your status.”

  • Put the purpose at the top of the window: “Interactive chatbot for filing applications and status checks. For a full list of capabilities, click here.”

  • Repeat the chatbot purpose when the chatbot detects a miscomprehension: “I’m not sure I can do that - I can help you file a new application or check the status of an existing application.”


Phase 3: Test & Evaluate

Icon for Self CheckSelf Check

  • Does the chatbot clearly state its purpose?

Icon for Ask the UserAsk the User

  • What is the purpose of this chatbot?

    • This question is objective; compare the user’s response to an ideal value. This question should be asked post-study.


References

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