What is the first thing that comes to mind when you call a helpline, and you know that you are connected to an Interactive Voice Response (IVR) system? “Oh… not again!” “How do I get the option to speak Customer Service Executives?” Many of you would have cut the call multiple times and tried different options to speak to an executive. Being humans, we will always yearn for human touch, understanding and interactions with meaning.
So, what is Conversational User Interface (CUI)?
As the name suggests it is all about the conversational experience the user has with computers or humans through an interface. In simple words, it is where users can tell the software (voice or text) what they need, and software supplies it. It is basically a short cut to all the searching and thus avoiding a pre-designed Graphical Interface of menu items.
Built with conversational Artificial Intelligence technologies like Natural Language Processing (NLP), Natural Language Understanding, Machine Learning, Deep Learning, and Predictive Analysis which makes it possible to understand the context and intent of the words in the conversation, Conversational apps learns and stores user preferences making them intelligent, smart and involved in every conversation.
Modern day conversational apps have evolved exponentially when compared to rule based chatbots, which were more procedural, scripted and were not able to understand the intent of the conversation. Limited success stories of such chatbots are more attributed to either technology limitations or bad design/ architecture.
CUI or conversational apps have a bright future considering the ease of access they provide to the end user to the relevant and contextual information. Factors like cost-effectiveness, ease of multi-channel presence, multi-lingual switching, voice-ready, personalization, scalability and 24 x 7 availability will make this technology worthwhile.
Watch this space for more on CUI and what we do at DCUBE to enable CUI for our customers. You can also email us at firstname.lastname@example.org.