Business users often work with sensitive, complex data across enterprise systems. To build and maintain trust with users, the SAP Conversational User Experience Design (CxD) principles emphasize that the digital assistant is transparent and puts the user in control. These principles focus on satisfying the business user’s needs and make users more productive in their daily tasks.

The CxD Principles align with SAP’s Guiding Principles for Artificial Intelligence.

Design Principles

Use these principles to inspire and guide you when you create your digital assistant and serve as criteria to evaluate your designs.

Simple and concise interactions

Give users simple, direct, and concise interactions that let them quickly complete a task.

Adapt conversation to user needs

Users should always feel in control of the conversation, by being able to go back, make changes, and fix mistakes. Help users move forward in the conversation.

Set expectations

Communicate expectations to users right away, so they know what the digital assistant can and can’t do. Tell users they aren’t talking with a live human. This builds trust and creates a more successfully user experience.

Collaborate and engage with users

Cooperate, actively listen, and collaborate with users to let them feel in charge of the conversation so they want to explore the digital assistant.

Use consistent tone and personality

Each digital assistant should have a defined personality that is professional, optimistic, and approachable.

Give accurate and reliable information

Give users suggestions that help them make decisions by leveraging multiple data sources. Information must be objective and emphasize users’ best interests. To build user trust and comfort level, communicate what the user’s collected data is used for.