Flow

A conversation can contain multiple turns, exchanging words on specific topics in a very short and concise manner. Avoid using one-dimensional script with predefined one-off questions and answers, where the conversation can quickly turn boring and unnatural. A good example of this is the system IVR, where the user has to wait and listen to all of "Press 1 or say reservation, Press 2 or say check reservation, Press 3 or say cancel reservation, Press # or say main menu." However, nowadays, the user would simply press 0000000000000, which typically sends the user to the operator. To give it a more conversational flow, you should try to anticipate the user's intention and engage with the user.

The following example shows the flow of conversation:

support: How can I help you today?
user: I need cancel my reservation.
support: Would you like to speak to the operator or would you like to do it over the phone?
user: phone
support: Do you have the reservation number?
user: no
support: Then i can look it up by your name and date of the reservation. What is your name and reservation date?

Having the conversation flow makes the user feel like they are having a conversation with a real person whereas in the IVR system the user did not engage with the user but presented all of the options, including options the user did not care about.