Conversational AI: Next Generation User Experience

Here I am, sitting in my living room with a cup of coffee, thinking about a user research study that I’m currently conducting. Then a random thought occurred to me, “Hey, I wonder if ChatGPT knows how to conduct UX audits.”

Half an hour later, I was still chatting with the AI tool, discussing the fundamentals of UX and ensuring it understands the basic principles.

Well, user experience is human experience…right?

So…What is CUX?

Conversational User Experience, commonly referred to as Conversational UX, involves crafting user experiences specifically tailored for conversational interfaces like chatbots, virtual assistants, and voice-controlled devices. It consists of various design principles, methodologies, and best practices aimed at fostering compelling and efficient interactions between users and conversational systems.

Explaining Conversational UX (CUX) may sound simple, but putting it into practice is more challenging. CUX aims to streamline interactions between humans and technology. What used to be new and exciting a few years back is now very common. Today, it encompasses direct interactions with AI personas such as Alexa, Google Assistant, Siri, and ChatGPT, as well as voice-enabled applications and various robotics.

What it does for us?

Enhanced Customer Experiences

Interacting with chatbots or voice assistants can often be simpler, more accessible, and faster than traditional support calls with human representatives. By leveraging UX design to foster automated engagement, users can obtain value and support more swiftly and effortlessly. This not only enhances the overall customer experience but also makes these technological interactions more enjoyable for customers.

Increased Engagement and Conversions

Conversational UX design is highly effective in reducing the time it takes for customers to realize value and ensuring 24/7 accessibility. These responsive conversational systems lead to greater engagement, which in turn improves retention rates. Additionally, conversational UX design facilitates the collection of valuable customer data through chat history, uncovering previously hidden conversion opportunities. This data can also be used to optimize user flows, eliminating any potential revenue leaks in the process.

Decreased Operational Expenses

Since conversational UX design is largely automated once implemented, it provides a scalable 24/7 self-service support option to users. This reduces the time human agents spend on handling tickets, enabling them to focus on more complex cases requiring human intervention. By reducing the need for support agents to address repetitive customer queries, significant cost savings can be achieved without compromising efficiency.

From AI chatbots, voice assistants to interactive apps and AR sets…

At present, Conversational UX prioritizes convenience, strategically placing conversational systems in settings where multitasking is common. For instance, you might have Alexa in your kitchen to adjust music while cooking, or have Siri in your car to check the week’s weather without taking your hands off the wheel. The primary aim of Conversational UX is to streamline tasks and simplify processes.

There is a degree of reluctance among individuals when it comes to chatting with devices. They perceive it as unnatural to pose questions to technology and receive responses akin to human interaction. For instance, some users find Apple’s Siri awkward due to the requirement of saying “Siri” before issuing commands, as the software uses this prompt to activate. This feels discordant with typical human conversation, where repeating the interlocutor’s name isn’t customary.

Many experts attribute this apprehension to an inherent distrust of technology. Given the rapid pace of technological advancement and the increasing automation of daily tasks, some individuals feel uneasy about the profound changes technology brings to society. Moreover, technology’s remarkable capabilities often surpass those of humans, fostering suspicion and reluctance among people who are hesitant to fully embrace it into their lives.

So.. How does a UX designer actually design CUX?

Well, it’s always nice idea to start with some best practices. Like many aspects of UX in web/app design, the top priority for designers when crafting conversational UX is understanding the user’s needs. Tailoring the experience hinges on grasping the intricacies of individual users. The conversation system carefully considers the user’s context before providing a response.

Defining all flows is a tricky but rewarding starting point

The subsequent phase involves choosing the product domains you wish to address through your conversational UX initiatives. Drawing from the insights gathered in the initial stage, you can pinpoint topics that align with prevalent queries, ensuring the conversational flows cater to user needs effectively.

There are two ways to make conversational flows. The old-fashioned way is to create them manually, which takes a lot of time and effort. Alternatively, you can use modern software with natural language processing (NLP) tools, which is much faster and easier.

The Golden Rule

Keep the language as simple as possible.

You want to optimize for educational value but still sound human. After all, users don’t mind talking to robots as long as the actual conversations don’t sound robotic.

NLP-equipped assistants are inherently better at engaging with customers since they’re able to factor in the context of the conversation rather than having to rely solely on predefined scripts.

Continuous Testing

The more your chatbots or virtual assistants interact, the more data you’ll gather. Use this information to improve your flows and fix any issues.

Also, try testing different elements of your conversational interface like placement, colors, and button sizes to find what makes customers happiest.

“And most of all.. The UX of AI is conversation design” – UX Magazine

It seems AI has a big problem with user experience. Like in the early days of the web, most of the development is led by technical experts like developers and engineers. While they know a lot about AI, they might not understand design well. They prioritize technology over users.

This is why adoption is slow. In my opinion, good UX is essential for AI, and conversation design is at the heart of AI’s UX.

A brief summary

In conclusion, conversational design involves shaping both the language tone and the boundaries for AI operation. This directly affects not just the user interface and experience, but also the product’s functionality as a whole. To excel in conversation design, it’s crucial to grasp the limitations and capabilities of both artificial and human intelligence. As conversation designers, we must comprehend technology, psychology, and copywriting.