Conversational UX and Its Impact on User Engagement

Authored by Ameex Technologies on 11 Sep 2018

If you’ve been interested in chatbots in any way, you may have come upon the term “conversational UX.” Conversational UX (user experience) represents the way chatbots are built because they define the way a user will experience interaction with a service or a business through a conversational interface that can learn along the way.

Every organization wants to drive their user engagement and, consequently, their conversion rate. With conversational UX, the ways to reach the end goal of a user-chatbot interaction are infinite. The one that’s going to make a user feel satisfied with its service is the right one.

If we were to listen to Gartner that stated how “by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human”, then there must be more power in chatbots than you probably know. How substantial is the impact of conversational UX on user engagement?

Better Customer Relationships

Customers expect personalized information, and chatbots can provide them. Soon, people will expect chatbots to predict their needs and provide them with solutions. Cortana, Microsoft’s virtual assistant, was integrated and optimized for the Skype app. Now, Cortana can find movie reviews, make restaurant reservations, and jump into group chats to set reminders. Chatbots offer a high degree of personalization because they’re designed to learn from each one of their experiences. It enables a focus on an individual user, uses his or her needs, and provide a unique user experience.

Offers Suggestions and Tips

What happens when users don’t know what to say after starting a conversation with a chatbot? They can get confused if they are left on their own, but chatbots provide them with suggestions, tips, and options through artificial intelligence. For better user engagement, you need to keep those conversations going, and that is where a well-designed conversational UX helps. No consumer shall be left confused!

Working in a Natural Manner

One of the primary purposes of a conversational UX is to make chatbots work naturally by interacting like real humans. Even though they are still not smarter than humans, the development of chatbots is moving that way. Shortly, they should be a lot more human-like.

Non-Stop Availability

Working the third shift in Customer Service can be draining because there are not many people who can give their best while staying awake all night. Also, employing people can be expensive. However, a chatbot doesn’t get tired and can work while people sleep. Millennial consumers don’t expect their shopping or customer service hours to be restricted to particular times anymore, and they want immediate responses around the clock. Chatbots have made it easy as customers can now engage with a chatbot whenever they want some help or clarification, regardless of the time. It significantly adds to your value and boosts customer experience and user engagement which continues to build, while you’re in your bed.

Conversational UX and chatbot technology can help you in many ways. In customer service, chatbots retain customers through available user assistance and shortened wait times. They keep users satisfied and engaged with a brand experience, which leads to repeat traffic and more time spent on site.

Ameex Technologies experts provide solutions for personalized Conversational UX for chatbots. We can help you identify the nature and tone of the users’ messages so the chatbots can respond accordingly to keep your customers engaged and happy.