The three building blocks are clarity, value, and user experience (UX).

The chapter says a good chatbot should help the business reach its goals while making the experience easy and enjoyable for users. The three building blocks that move a chatbot from basic to brilliant are clarity, which means clear goals, clear instructions, and an obvious next step at every point; value, which means quickly and effectively helping users get what they came for; and user experience (UX), which means making the whole conversation feel natural, personal, easy to follow, and free of frustration.

Key points

Clarity covers both the chatbot's purpose and the user's path, with clear instructions and no confusing choices.
Value means the chatbot helps users achieve their goal quickly and without friction.
User experience focuses on making the conversation feel natural, human, and easy to navigate, including mobile-friendly content and a way out when users get stuck.

What are the three building blocks that take a chatbot from basic to brilliant, according to the chapter?