Start with the user's job, not the bot's script

The job is the conversation's spine. A chatbot should not begin as a list of things the system knows. It should begin as a map of the progress a user is trying to make. Functional progress Name the concrete outcome the user wants. "Get a refund status" is stronger than "answer billing questions" because it implies data lookup, identity checks, expected dates, and a useful closing state. Emotional progress Name what the user needs to feel by the end. For a payroll bot, that may be certainty and privacy. For a sales bot, it may be confidence that they are…

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