There is no clear distinction between different types of conversational UX. One of the reasons for this lack of clarity is that the concept is still fairly new. However, the pace at which conversational UX is advancing and the room it has for innovation will soon require some sort of classification.
1. Chatbots
A number of websites, delivery services, and financial systems use chatbots to assist their customers. It is not unusual to interact with a customer service representative before describing your problem to a chatbot first. Chatbots are an excellent way to direct the users to specific departments and also to resolve their problems in most cases. A chatbot has the capability to provide accurate answers to multiple users at a given time. With the response time being extremely low, the customers don’t have to wait, and this leaves a good impact on their experience.
2. Interactive applications
Interactive applications, particularly for mobile devices, are also becoming very popular. Learning platforms such as Duolingo and healthcare apps fall into this category. The use of interactive applications, such as ZOE, also increased during the pandemic, where people used interactive apps to check for symptoms and hotspots of COVID.
3. Digital voice assistants
Digital voice assistants or AI assistants are extremely popular these days. Siri, Alexa, and Google Assistant keep us company almost all the time. These technologies present the most advanced implementation of conversational UX. The applications of these assistants know no bounds. Virtual assistants are also capable of holding natural conversations with humans, such as telling jokes and stories, informing about the weather, and a lot more.
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