The Importance of Conversational UI In Web and Mobile App Design

Anirudh Bhardwaj | 27th June 2018

Conversational UI, you might be familiar with this term if you have a knack for building interactive websites and mobile app UIs. It’s simply a chatbot experience that offers an interactive real-time chat facility to the users. With this, a user can get the facility to chat through textual or verbal mode. Chatbots are machine driven and are powered by smart AI algorithms to provide a realistic human-like chat experience to the users. Chatbot integration is a vital part of Conversational UI in Web and Mobile App Design. They are widely accepted because of the extraordinary experience they are providing to their users.

Usage of chatbots makes the user feel like he is talking to another human on the other side, this is what conversational UI does. It allows the users to leverage the real-time chat facility using chatbots. You can communicate with chatbots through text or speech. While texting is quite common practice, the virtual assistants like Amazon’s Alexa and Microsoft’s Cortana are gaining popularity these days. All these are ultra-modern bots that interact with users through speech instead of text.

The Inevitable Requirement of Conversational UIs:

No matter how big your organization is, it always takes an all-out effort to provide 24/7 support to the customers. Especially when most of the users are more interested in chatting rather than talking. Some queries are so trivial that calling the support services doesn’t look like a good idea. For example, there’s a local mobile repair company in Tucson and you want to know if they also repair tablets. So you may not want to call them just to know that. Besides, taking a call sometimes takes a lot of time when all your customer support executives are busy on other calls. No one wants to wait for that long. Also, it may get on your nerves when you have to wait for as long as 30 minutes to get a response that would hardly take about 10 minutes to answer.

The best way to resolve these issues is to introduce a live chat facility on your website or mobile app. But then again, you can’t deploy as many support executives on chat that your users won’t have to wait. Especially when you are running a multinational firm with millions of customers from across the globe and when you have more than 100 calls per minute to handle. The ultimate remedy to that is, “the use of Chatbots” by adopting a responsive conversational UI.

Use of language processing algorithms:

We have seen many technical updates in the natural language processing. High-end research in speech recognition and artificial intelligence has also contributed to the success of conversational user interface. More research in AI and speech recognition enhances the user experience of the conversational UI (User Interface) at a much higher level.

The contribution of cloud computing:

Today, due to the huge usage of the internet everywhere, our devices are connected all the time. It actually means that we can use cloud computing for processing huge amount of information. This also becomes one of the important reasons for the success of a conversational user interface.

Also Read: Reasons Behind The Success Of A Conversational User Interface

The Bottom Line:

All we can say is, the use of Conversational UI in Web and Mobile App Design is a push towards a cutting-edge technology which aims at streamlining the user experience. The technology focuses on creating an interactive communication environment for the users on a website or mobile app. The users don’t have to wait for an expert to take their call after minutes and minutes of waiting. They can talk to the bots and get their queries answered any time they want. It also mitigates the complications faced by a company while providing a good customer support and saves them from spending a fortune on hiring new staff for handling CRM operations.

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Anirudh Bhardwaj

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