Conversational Interfaces

What is a Conversational Interface (CI) and why is it the future of chatbots?

With a Conversational Interface, we:

  • can have a richer and more dynamic user experience
  • can simplify tasks
  • can unburden the user from boring and frustrating tasks – but nevertheless tasks important for our brands and companies
  • can minimize her frustration that otherwise (with other types of interfaces) can even make her abandon your website.
Improved user engagement and attention

Nowadays, users are constantly bombarded 24/7 with all kinds of notifications, messages, emails and reminders. This leads to them being quite distracted, not having proper focus and attention.
In a typical graphical user interface, users are recipients of information that is sometimes (or usually) overwhelming and confusing, i.e. for each app and website they must get used to different kinds of interaction, navigation menus, etc.
With a Conversational Interface, information is provided gradually, sequentially and whenever the user wants to receive it. CTAs (Call-to-Actions) get user’s attention instantly and are not lost amidst heaps of information. Thusly, we increase user attention and provide information only if needed. Therefore, we get better user engagement.

Improved cost effectiveness

Another great point about Conversational Interfaces is that they are relatively cheap compared to Natural Language Processing (NLP) chatbot solutions. On top of that, there are usually additional costs associated with human agent support and Artificial Intelligence training during the first 6-12 month period after the deployment.
In Conversational Interfaces, the cost is usually a lot lower (€2.000-€5.000).
Moreover, once the deployment is made, Conversational Interfaces can work without any human interference and assistance. It does need continuous improvement to make the user interaction smooth but usually at a significantly lower cost than of NLP´s AI training.

Minimizing user frustration

Users have a very high expectation in Artificial Intelligence (AI), therefore they have very low tolerance for errors and misunderstandings. And if a chatbot is not behaving as the user expects to then the User Experience (UX) is negative.
There’s a solution with Conversational Interfaces, by giving fewer options to the users. In this way, you direct the users to the information they want, without being vague and giving no space for errors. It’s better to allow fewer options than frustrate them by not understanding their request.

Better reach

Facebook & WhatsApp, conversational platforms that can host chatbots, have more that one billion users, respectively.
This is a huge user base that is waiting to have better services, support and buying experience by chatbots.  No need to install applications or to visit specific websites, each one with their own User Interface.

Users spend 77% of their time on their three top apps, so as you can see, it’s easier, cheaper and more effective for brands to reach their customers on an existing messaging app rather than promote their channels.

When is a good use case for building ChatBots?

1. Support/FAQ

A support/FAQ ChatBot helps your customers and gives valuable answers to questions that have been answered in the past by your support staff. This saves you money and time and the user:

  • doesn’t have to wait for minutes listening to frustratingly awful jingles, waisting his time in phone call waiting
  • is not trying to understand and communicate with  cumbersome voice recognition and voice synthesis systems for call centers

    You can check out our FAQ/Support bot example in the video below:

FAQ

2. Product Launch

Your brand is launching a new product and instead of resorting to intrusive methods you can use a chatbot in order to inform your client – in a timely fashion – and make this a simple and pleasant experience.

You can check out our Product bot example in the video below:

Product Launch

3. RFP

An RFP (Request for Proposal) ChatBot gives your potential customers the ability to provide you with vital information in order to prepare a proposal for them. This motivates them to answer to the bot’s questions, it’s like having a conversation with you. It’s suitable for potential customers that hate filling in forms or don’t have the time to have a meeting with you due to geographical limitations.

You can check out our RFP bot example in the video below:

RFP (Request for Proposal)

4. Surveys

Surveys typically involve requesting little chunks of information.
Although it takes only some minutes to fill in, they’re still a type of form and almost anyone hates filling in forms. Survey chatbots are particularly powerful because they allow companies to reach their customers on their existing channels; they don’t force interruptions (like phone calls) and may require only a couple of minutes to complete.

You can check out our RFP bot example in the video below:

Survey

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