Conversational User Experience (CUX)
What is Conversational User Experience (CUX)?
Conversational User Experience (CUX) is a human-like conversational interaction between people and computers in either text (chatbot) or voice form.
CUX is aimed at providing users with a more personalized interaction by lessening the robotic feeling computers tend to emit. CUX does this by understanding a user’s intent by using artificial intelligence models such as natural language processing.
Benefits of Conversational User Experience (CUX)
There are many benefits your business can gain by integrating CUX elements into your system:
Higher Conversion Rates
In any business, the goal of a website is to help guide the user into becoming a lead. To increase the chances of this happening, it’s vital to make the process of conversion as engaging as possible. By substituting customer forms with fun chatbots, you can collect customer’s information in a less tedious way.
Better Browsing Experience
We all tend to have short attention spans, so it is essential to diminish the time a user needs to spend on your site to figure out whether or not you are a relevant option. Many times, users run into websites with too much information that require them to navigate through pages and search each page for the information they require. This promotes a loss of interest and pulls users away from the possibility of becoming a lead. However, by using a CUX element such as a chatbot, you can encourage people to ask what information they are looking for in order to deliver it to them within seconds.
Real-Time Responses
While FAQ pages are useful, they may require some time to find the exact question that a user is wanting to know the answer to. A chatbot can easily mitigate this issue by converting this tedious one-sided FAQ page into an interactive conversation to resolve customer queries in real-time.
Personalized Experiences
While most companies provide the same generic greeting to all its users, a chatbot powered website can learn to begin each conversation by first retrieving a user’s name. Once it has this information it can begin each conversation with this personalized touch. Additionally, if the user leaves without converting, the bot can ‘remember’ him/her next time they visit the site and offer them recommendations based on their previous actions. This personalization can create a more welcoming feeling and can increase the probability of a user making a conversion.
How Companies Use Conversational User Experience (CUX)
Here are some examples of how companies use CUX:
- The Sephora Reservation Assistant, available on Facebook Messenger, makes it easy to book a makeover appointment.
- Starbucks has a chatbot that allows customers to order drinks and food through voice commands.
- Expedia’s GPT-powered chatbot facilitates booking a hotel anywhere in the world.
- HSBC launched an internal chatbot dedicated to helping employees get answers to queries regarding internal policies and frameworks.
Hyro's Focus on Conversational User Experience (CUX)
Hyro’s conversational AI platform helps businesses deploy conversational experiences across multiple channels, including web, mobile, and voice.
One of Hyro’s key features is its natural language processing (NLP) engine which allows it to understand and respond to human language in a natural way. This makes Hyro’s virtual assistants feel more humanly intuitive than traditional chatbots.
Hyro also has several design features that are focused on CUX. For example, Hyro’s virtual assistants use a conversational flow that is easy to follow and understand. Hyro’s assistants also use clear and concise language that is easy to read and understand.
Recent Developments in Conversational User Experience
There have been a number of recent developments in conversational user experience (CUX) that are making conversational interfaces more natural, personalized, and helpful. Here are a few of the most notable developments:
- The rise of natural language processing (NLP)
NLP is a field of computer science that deals with the interaction between computers and human (natural) languages. NLP is essential for conversational interfaces, as it allows computers to understand and respond to human language in a natural way. Recent advances in NLP have made it possible for conversational interfaces to understand complex and nuanced language, making them more natural and engaging for users.
The development of multimodal interfaces
Multimodal interfaces allow users to interact with conversational interfaces using multiple modalities, such as text, voice, and gestures. This makes conversational interfaces more accessible to a wider range of users, and it also makes them more natural and engaging. For example, users can now ask questions to a conversational interface using their voice, or they can use gestures to control the interface.The use of artificial intelligence (AI)
AI is being used to power a variety of features in conversational interfaces, such as natural language understanding, machine learning, and personalization. AI is helping to make conversational interfaces more intelligent and responsive, and it is also helping to make them more personalized to each user. For example, AI can be used to remember past conversations and use this information to generate more relevant and engaging responses.The growth of the conversational AI market
The conversational AI market is growing rapidly, as businesses are increasingly adopting conversational interfaces for a variety of purposes, such as customer service, marketing, and sales. This growth is driving innovation in CUX, as businesses are looking for ways to create conversational interfaces that are more natural, personalized, and helpful.
