2021 Trend Almanac: Technologies and trends that will dominate the business and consumer landscape. Get instant access
Conversational UI takes human language and translates it into computer language—allowing humans to communicate with computers using natural language understanding rather than syntax specific commands to improve user experience. Conversational user interfaces commonly support customer service applications such as AI chatbots and QuickSearch Bots, as well as voice-to-text based services and AI driven voice assistant applications including Alexa, Amazon echo, Siri and Google Home. Users have become increasingly comfortable with these computer interactions, whether they are asking voice assistants to play a song, book a reservation or schedule an appointment.
What is compelling to companies about a conversational interface is the ability to present as an intelligent interface, along with the prospect of integrating artificial intelligence into their business model. These interfaces move beyond text transcription not only to capture language but use natural language processing (NLP) to demonstrate an understanding of the intention behind that language. Looking to the future, language and reasoning frameworks are merging big data and machine learning to create conversational-based interfaces that quickly develop a deeper understanding of and response to customer needs and wants for a more authentic, personalized interaction.
One area companies have realized great success using conversation UI to grow their business is on Facebook Messenger via Facebook chatbot. This artificial intelligence program can converse with users, answer their questions and provide suggestions to accomplish a range of tasks, from ordering flowers to booking flights and finding reservations.
The business benefits of using conversational UI concepts in projects are: