Conversational UI: Rethinking How to Connect with Customers

Conversational UI has already become the buzzword in the industry. Technological advancements such as AI and machine learning have provided the ability to add the element of talking to the browsing experience. As a result, we now have the privilege of interacting with technology on human terms. In other words, we can tell it what to do.

As more and more companies are getting attracted by the hype in a search for more convenient, efficient, and personalized client interactions, conversational UI is expected to soon become mobile developers’ top priority. But is it really the interface of the future? Is it worth all the hype, or is it nothing but a pie-in-the-sky waste of money? In this article, we have decided to dig deep into the benefits and drawbacks of conversational UI in order to understand its potential as a new form of interaction with the system.

What is Conversational UI?

The conversational UI refers to a type of interface a user can write to or talk to in plain language. It is much more “human” in the way users text, invite, and contact than the classical UI that is too technological in its nature with all those installs and downloads. In theory, the conversational interface is targeted at providing seamless UX, just like you are talking to your pal. But in most cases, it acts as a 1st level of support, and its functions do not go beyond answering simple questions. If you need more, you most likely will have to contact a human agent.

Types of Conversational UI

Typically, conversational UIs can be divided into three types. Let’s examine each of them:

1. Voice assistants

These are tools mainly used by shopping websites like Amazon (Echo) to provide greater automation in helping users order products. Voice assistants lower the barriers to seamless UX.

2. Text-based assistants

This type of conversational UI is about interacting with chatbots through typing. In this case, a chatbot will answer you depending on your input.

3. Basic bots

These tools allow for basic inputs and commands that make them a perfect building block for the interface.

Voice assistants, as their name suggests, have the problem of only relying on voice (which is not comfortable for, say, choosing an item from a menu). Text-based assistants and basic bots are all about using videos and imagery to deliver their message.

Advantages of Conversational User Interfaces

Personality & Differentiation

Conversational UI gives brands an opportunity to demonstrate their personality and human side, highlighting their core beliefs and values. Such emotional and personal connection, as opposed to traditional one, would provide better UX design.

Bringing Businesses Closer to Clients

It is more effective to reach customers on channels they have already been using for years, such as Facebook Messenger and Whatsapp.

Automation

Conversational user interfaces help brands automate the simplest repetitive operations that would have otherwise consume a significant amount of time and resources (for example, lead qualification and customer support).

Saving Time

Conversational UI is valuable when it comes to saving the time customers need to spend searching for whatever they are searching for.

Round-the-Clock Availability

No matter the time, there is always somebody there to solve any issues your customers may be dealing with.

Disadvantages of Conversational User Interfaces

Complicated Process of Giving Commands

A traditional graphic interface constantly reminds users what they can/cannot do, allowing them to evaluate a set of solutions and choices before performing any action. A conversational user interface requires a user to know exactly what he or she wants, which makes this process more difficult.

Poor Discoverability

When it comes to conversational UI, the burden of discovering its full capabilities is totally up to the person who uses it. You never know what it can/cannot do until you try.

Conversations are less efficient

Conversational user interfaces are effective in providing relatively short, simple answers. Anything a bit more complex will not work well.

How Conversational UI Can Be Applied in Business

These tools can be used in numerous stages of the client journey and business scenarios for the following purposes:

Conversational UI can automate internal business tasks, such as recruitment, document processing, and employee satisfaction surveys.

Promotion

Using conversational UI to promote a new product or entertain your customers is a perfect way to stand out from the crowd.

Data Collection

A conversation is a more natural way of data collection than filling out a standard form.

Lead Generation

Conversational user interfaces offer an effective way of interacting with potential customers and collecting their data in real time.

Sales Assistant

A conversational UI is a perfect tool for ecommerce as it can improve the sales process of low involvement products.

Customer Support

Using a conversational UI to provide customers with simple information can not only decrease the pressure on the employees but also help the company deliver faster and better service.

Key Takeaways

In the new era of computing, conversation becomes a new way of communication/interaction with technology. Today, more and more businesses are driving value from conversational UI. Gradually, it evolves into the interface of the future. At Loonar Studios, we do believe that there is definitely something about conversational UI that keeps users interested and engaged. Stay updated with us, and contact us if you have any questions. Good luck!

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