Generative AI and LLMs (large language models) have turned the world of conversation design upside down. Going from rule-based, predictable chatbots to designing for generative, open-ended AI technology that handles natural language processing and understanding requires a new mindset. When experimenting with conversational AI, it’s easy to get lost in the innovation and forget the principles behind it. That’s when resources, such as our Conversation Design Guidelines for Salesforce Lightning Design System (SLDS) can provide direction in this new era.
What is conversational AI?
Conversation design (CXD) is the process for designing turn-taking interactions for conversational interfaces, such as chatbots and voicebots. You’ve likely experienced a basic chatbot when requesting, say, account information through your bank’s website or submitting a help request to troubleshoot a computer glitch. This type of bot has specific parameters and can respond only to requests that fall within those boundaries.
In the generative AI world,
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