Conversational AI is one technology that helps startups leverage an interface already known to all of us- conversations. As machines comprehend language, a vast avenue is waiting for us to tap into.
One aspect of conversational AI that has made its debut is enhancing the user experience. This piece will explore the application of conversational UX in startups. But first, let’s define what conversational UX means.
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What is Conversational UX?
Conversational UX includes aspects of conversational AI such as voice, chat and other methods that mimic human conversations. Essentially, conversational UX enables two-way communication between humans and devices.
Conversational UX is already present around us in the form of virtual assistants such as Alexa and Siri. We’ve been telling them to play our favorite song, book a movie ticket and schedule something on our calendar.
Despite the complications in implementing AI, ML and NLP technologies that power virtual assistants and chatbots, the technology is becoming more popular and accessible.
Insider Intelligence predicts that by 2024, consumer retail spending via chatbots will increase to $142 billion- up from $2.8 billion in 2019.
Whether based on voice or text, conversational UX is rapidly becoming a part of small and cutting-edge businesses looking to create a standout experience for their customers, among other applications, that we look at in the next section.
Why is Conversational UX Gaining Ground?
Conversational UX is a great way to deliver an outstanding customer experience. Customers today wish to engage with businesses during hours convenient to them through channels they want to leverage.
Round-the-clock availability and accessibility of customer support and helpdesk can significantly influence customer retention and lifetime customer value. A chatbot can offer a multilingual and profoundly personalized experience for startups in global locations.
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Several reports show that customers are happy to spend more to purchase from businesses that deliver a great CX. By helping customers place orders, resolve queries and receive support without manual intervention, conversational UX can enhance the speed and efficiency of service, adding to an exceptional CX.
The inherent artificial intelligence in chatbots helps businesses optimize conversions, upsells, cross-sells and prospecting by bringing in fresh insight from collected data. Conversational UX can also help in lead generation by collecting prospective buyers’ names and email addresses before answering their queries.
For e-commerce businesses, achieving higher conversions with chatbots might mean recommending relevant products to buyers, following up on unfinished purchases or offering discounts on items in customers’ shopping carts.
Such applications can be a possibility across hospitality, healthcare, banking & finance, events, tourism and travel.
Higher Employee Efficiency
When virtual assistants and chatbots handle your customers’ repetitive and basic queries, support agents can focus on requests that are a bit more complicated and need a human touch. Chatbots can also be designed to suggest customers get in touch with a human rep on arriving at a situation that the bot is not designed to handle.
When service reps have less monotonous tasks, they have more time and energy to cater to customer needs.
For industries such as event planning and tourism, when businesses experience a spike in traffic, chatbots can help offload the volume of calls and enhance efficiency.
Chatbots can lead to better employee satisfaction and productivity by freeing up valuable resources for agents.
Quicker and More Human Customer Support
AI and ML backing your customer support means you get to build a relationship with each customer and learn their journey with your business before attempting to resolve their issues. The availability of background information on customers allows reps to serve them quicker- anticipating their needs at times.
If chatbots allow reps to do anything, it’s humanizing the support process. Conversational UX enables ongoing conversations instead of disparate tickets and requests. With the underlying intelligence, agents can use the information to build a rapport with each customer, enhancing the quality of relationships.
91% of consumers are more likely to purchase from brands who recognize & remember them and recommend relevant products and offers.
An Enriched Omnichannel Experience
Omnichannel presence allows businesses to create several touchpoints with customers across platforms yet offer a unified experience. The goal is to make it convenient for customers to reach you anytime and anywhere using their platform of choice.
From live chat to video chat to email support to text messaging, conversational UX can help you leverage an entire spectrum of avenues to open up your business to your customers. The specific application of an omnichannel experience would depend on the nature of the business.
But it’s for sure: conversational UX can make a holistic support experience for businesses.
Challenges of Conversational User Experience
While conversational UX improves business strategy, finances and operations, it doesn’t come without challenges.
A flawed rollout of a chatbot or virtual assistant can compromise brand trust and reputation. We’ve all been on the receiving end of chatbots that didn’t respond the ideal way and left us more frustrated than before.
Once a customer tries your conversational UX experience, it will either leave them satisfied or aggravated- sadly, there is no in-between.
There is also a challenge in choosing the right conversational solution for your business. At this point, it’d be essential to analyze your audience’s demographics and understand their channels of choice to communicate with your company before implementing a solution.
Since a conversational UX solution doesn’t come mistake-proof, we encourage you to rely on experts.
At KiwiTech, we have helped several startups get the right conversational UX implementation for their business. Speak to one of our user experience design consultants today.