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Conversational Experience

  1. What is Conversational experience?

At its core, an efficient conversation between a company and its customer is considered as a conversational experience. The conversation can be in any specific channel of the customer’s preference, it can either be in voice or text format. As long as customers don’t have to answer IVRs they will be satisfied with the experience you provide with your Conversational AI.  

 

  1. What is a conversation design?

In order to design a Conversational AI, your conversation design should be based on a language that is used during real conversations between humans. Human conversations should be leveraged to improve the interface of your conversational AI platform. A good conversational design comprises of several important factors like user interface, user experience writing, audio, visual and motion design, as well as voice user interface design.  

Conversational AI designers need to understand their customer’s use case as well as consider the technological constraints. The user experience should be represented in such a way that it easily defines and curates the underlying logic in a well-detailed design specification. The experience should be brought to life by partnering with developers and other vendors who can keep on improving the design.  

 

  1. What are the Elements of a conversation?

It is important to understand the elements of a conversation so that when we are in a conversation with a customer, we can understand and control its flow in order to respond better. The main elements of a conversation are as follows:  

  • Seek and engage with the information provided to you.  
  • Provide relevant information.
  • State facts and be truthful.  
  • Put your point forward.  
  • Try to summarize the key points.  
  • Test the level of understanding.  
  • Keep adding to your existing ideas.
  • Bring a sense of inclusion in the conversation.  
  • Allow others to be heard.
  • Offer new ideas to change the tone of the conversation.

 

  1. What are the 3 elements of conversation?

Every conversation has stages, even if it is just an informal conversation with friends or a serious discussion amongst world leaders.  

Analysts who specialize in Conversational analytics have identified 3 important elements; they are as follows:  

  • The speaking turn  
  • The adjacency pair  
  • The sequential implicativeness  

 

  1. What are the stages of an effective conversation?

Five-Stage Model -  

To have an effective conversation, it is important to master these five stages. They are listed as follows:  

  • Opening  
  • Feedforward  
  • Business  
  • Feedback  
  • Closing.  

 

  1. What are the elements of conversation to develop business skills?  
  • People like to hear what they expect.
  • Ability to solve problems.
  • Professionalism.
  • Good level of emotional intelligence.
  • Importance should be given to nonverbal communication.
  • Good listening skills.
  • Ability to challenge assumptions but ensure it is done in a polite manner.

 

  1. What are the strategic benefits of Conversational Experience?  

To make conversations that are happening around company learnings fun and engaging, conversational experience can be used to turn the process in your company’s favor. The main benefits are as follows.

- Personalized user experience for all customers:

All visitors who land on the website usually get the same browsing experience. Companies’ websites have made users get used to this fact, but they need to understand that there is a growing demand for personalized customer experiences.  

 

- Improve engagements with natural conversations:

Chatbots can be used to gather information which helps in creating a memorable experience instead of the expected tedious one.  

 

- The browsing experience should be streamlined:

Provide a streamlined browsing experience by ensuring your conversational approach is designed in such a way that your customers are able to get the information by just asking simple questions. Create your chatbot design in such a manner that the users who visit your website can save time as well as have a high engagement level.  

 

- Answer FAQs in real-time:

Companies have a standard FAQ page to answer common topics. The resources provided can be helpful for the customers only if they are ready to spend time gathering information through the vast repository of information that is presented to them. An FAQ can be made interactive by incorporating chatbots into their conversational design so that the process of searching for answers can be turned into a conversation.

 

- Efficiently assist customers:

That is because most of the tasks a chatbot handles (For example, answering basic questions or helping prospects find the answers they need) would otherwise fall to live agents. When a chatbot is available for these interactions, it gives your live agent team time to focus on complex and more important duties.  

 

This can not only increase efficiency but also increase the chances that your live agents will be present to help new prospects as your chatbot generates them.  

 

Since it is widely known that chatbots created within conversational user interfaces have the ability to be taken over by a human agent, your chatbots don't need to have the answer to all queries.

  1. Which Conversational UX Channel is the Best?  

Conversational experience can be used on all channels the company is present on. They are as follows:  

  • Company Website
  • Landing page of the company website.
  • Popup window.
  • Chat bubble anywhere on the screen.
  • Social media messaging channels like WhatsApp, Messenger, etc.

 

  1. What are the best practices in Conversational UX?

An effective conversational UX is designed in such a way that the user is in control. A good conversational language will ensure high customer engagement.  

Below are a few of the best practices:  

  • Always incorporate “BACK” & “SKIP” buttons.  
  • Be clear in showcasing the capabilities of your bot so that your customer can have a positive experience. Always ensure that there is no confusion created for the end-user.  
  • Provide cognitive information in a relevant manner. Ensure questions are short and precise because long questions tend to lower customer engagement.  
  • Use fields/labels or answers/defaults to simplify and speed up the conversation experience.
  • Provide an option to modify information before the conversation between the company and the customer ends.  

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