Glossary

Conversational UI

What is conversational UI?

At a fundamental level, a user interface (UI) is a point of interaction between a human and a computer — and is a key aspect of the user experience. Websites and applications all have user interfaces, as do devices like smartphones, television remotes, cars and more. Interactions can make use of touchscreens, buttons, keyboards, voice and other methods.

A conversational user interface (conversational UI) is a UI that is designed to mimic human conversation. The interface enables users to communicate with systems, services or products in a more intuitive and engaging way, through text-based interactions, like chatbots and messaging apps, or voice-based interactions, like virtual assistants and voice-enabled IoT devices.

Conversational UI typically incorporates elements of machine learning (ML) and natural language processing (NLP) to understand and respond to user inputs in a natural manner.

Conversational UI examples

Conversational UI examples can be found across digital platforms. On websites and mobile apps, chatbots often provide instant customer support, while voice-enabled virtual assistants like Amazon's Alexa, Google Assistant, and Apple's Siri facilitate hands-free interaction in devices ranging from smartphones to smart-home systems. When AI is incorporated, interfaces are able to deliver increasingly personalized and satisfied customer experiences.

Benefits of conversational UI

As a place where digital products and customers meet, brands can benefit greatly from the development of an effective conversational UI. Here are some of the key advantages:

  • Improved user engagement: Humans want to communicate like human beings. Conversational UIs are seen as intuitive and interactive, which can lead to a more engaging overall experience and greater customer retention.
  • Personalized user experiences: A conversational interaction is made possible through an understanding of context. With the integration of technologies like generative AI, conversational UI can deliver personalized and context-aware support based on customer data and past interactions.
  • Enhanced accessibility: Voice-based conversational UIs, in particular, provide hands-free interaction, making services more accessible, especially for individuals with disabilities.
  • Data collection and insights: Conversational UI provides an effective platform for gathering data and gaining insights into user behavior, which can inform business decisions and strategies.
  • Increased efficiency: Conversational UIs can handle multiple customer interactions simultaneously, improving efficiency in areas like customer service.
  • 24/7 availability: Chatbots and virtual assistants leveraging conversational UI can provide round-the-clock customer service, addressing common support needs outright and escalating to agent-based support where needed.

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